TQM Implementation in Veterans Affairs

GGD-93-20R: Published: Apr 2, 1993. Publicly Released: Apr 2, 1993.

Additional Materials:

Contact:

Office of Public Affairs
(202) 512-4800
youngc1@gao.gov

GAO reviewed the implementation of total quality management (TQM) at the Department of Veterans Affairs (VA). GAO found that: (1) almost all of the responding VA facilities have implemented or are planning to implement TQM; (2) 71 percent of VA facilities began TQM implementation within the past 2 years; (3) as TQM maturity increased, VA involvement in TQM activities increased; (4) 41 percent of VA facilities believed that TQM had positive benefits, while 55 percent believed it was too soon to judge TQM benefits; (5) VA internal operating conditions improved as TQM maturity increased; (6) VA respondents identified employee organization and union resistance to change and a disconnection between strategic quality plan and goals and other VA strategic plans among its barriers to implementing TQM; and (7) VA respondents believed barriers to TQM became less significant as maturity increased.

Sep 16, 2020

Feb 25, 2020

Dec 30, 2019

Oct 10, 2019

Oct 2, 2019

Sep 25, 2019

Sep 11, 2019

Aug 15, 2019

Jul 30, 2019

May 23, 2019

Looking for more? Browse all our products here