Federal Quality Management:
Strategies for Involving Employees
GGD-95-79, Apr 18, 1995
GAO reviewed quality management (QM) implementation at federal agencies, focusing on the human resource management (HRM) approaches used by 10 federal agencies recognized for their QM efforts.
GAO found that: (1) the agencies have spent significantly more money on employee training and have used in-house training for at least part of their training efforts; (2) in-house training has resulted in reduced costs, customized programs, and credibility with employees; (3) increased and more direct communication between managers and employees has improved the flow of ideas, information sharing, and coordination and cooperation between agency units; (4) the 10 agencies have developed teamwork approaches to address cross-functional issues; (5) some agencies are developing self-managed teams to carry out certain tasks; (6) the 10 agencies have empowered their employees to be actively involved in improving their work processes, widening their responsibilities, and contributing ideas to improve services; and (7) all agency personnel surveyed stress the importance of top management support and participation for QM implementation to succeed.