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Benchmark matrix and guide: Part II

    Journal of Quality Assurance : a Publication of the National Association of Quality Assurance Professionals
    |October 6, 1991
    PubMed
    Summary
    This summary is machine-generated.

    This guide details applying leadership, structure, and training to the Total Quality Management (TQM) benchmark matrix. It provides specific objectives and behaviors for advancing TQM implementation.

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    Area of Science:

    • Quality Assurance
    • Organizational Management

    Background:

    • The Total Quality Management (TQM) benchmark matrix, developed by Headquarters Air Force Logistics Command, was previously published.
    • The matrix features five progress levels: business as usual, initiation, implementation, expansion, and integration.

    Framework:

    • Six critical TQM success categories: leadership, structure, training, recognition, process improvement, and customer focus.
    • This article, Part II, focuses on applying leadership, structure, and training to the matrix.

    Implementation:

    • Specific behavior objectives, supporting behaviors, and guidelines are provided at the intersection of each category and progress level.
    • Some objectives facilitate rapid advancement, while others require significant time and effort.

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    Implications:

    • Provides a practical guide for organizations seeking to implement and advance TQM.
    • Sets the stage for Part III, which will cover recognition, process improvement, and customer focus.