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Organizational Assessment of Total Quality Management
Matthew J. Shepard
MGT 449-Quality Management & Productivity
James Turner
December 6, 2006
Organizational Assessment of Total Quality Management
To adequately measure continuous improvement, organizations must use a set of
assessment criteria that completes the following:
(1) Highlight the leader role in setting organizational direction, goals, and reviewing
results.
(2) Reveal the level to which all processes are linked and aligned toward achieving the
results required for success.
(3) Ensure strategic plans and action plans are focused on customer and mission
performance requirements that must be met for the organization strategy to succeed.
(4) Consider customer satisfaction and expectations to anticipate requirements and link
them as key input to strategic plans.
(5) Examine the collection, analyses, and use of performance metrics information to
sustain a fact-based system for improving organizational performance excellence.
(6) Align human resource development efforts with the organization strategy to maintain a
work environment conducive to performance excellence.
(7) Challenge key operational and work process management efforts to achieve flexibility,
cost reduction, and cycle time reduction.
(8) Focus on measured results that are linked to the strategic goals of the organization.
(9) Facilitate communication and sharing of best practices information.
(10) Serve as a working tool for understanding and managing performance, planning, and
training.
Once completed, the assessment becomes the basis for refinements of the strategic plan
and the supporting action plans. Three sectors have been selected and identify the methods
of improvement. The US Army has been chosen in the government sector, Resurrection
Life Church as a non-profit sector, and Veteran Administration for the service sector.
The Army Performance Improvement Criteria (APIC) is used to improve upon processes
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