ERIC Number: EJ668285
Record Type: Journal
Publication Date: 2003
Reference Count: N/A
Visibility into the Work: TQM Work Process Analysis with HPT and ISD.
Beagles, Charles A.; Griffin, Steven L.
Performance Improvement, v42 n2 p16-18 Feb 2003
Discusses the use of total quality management (TQM), work process flow diagrams, and ISD (instructional systems development) tools with HPT (human performance technology) to address performance gaps in the Veterans Benefits Administration (VBA). Describes performance goals, which were to improve accuracy and reduce backlog of claim files. (LRW)
Available electronically: http://www.ispi.org/publications/pitocs/piFeb2003.htm
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Authoring Institution: N/A