U.S. Companies Improve Performance Through Quality Efforts
NSIAD-91-190: Published: May 2, 1991. Publicly Released: Jun 4, 1991.
- Full Report:
Pursuant to a congressional request, GAO examined the impact of formal total-quality-management practices on the performances of selected U.S. companies.
GAO found that: (1) companies that adopted quality-management practices experienced an overall improvement in corporate performance; (2) companies that used total-quality-management practices achieved better employee relations, higher productivity, greater customer satisfaction, increased market share, and improved profitability; (3) there were common features in the companies' quality-management systems that were major contributing factors to improved performance; and (4) allowing sufficient time for results to be achieved was as important as initiating a quality-management program.