Benchmark matrix and guide: Part II

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.

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.