Total Quality Management Case Study in a Navy Headquarters Organization

Abstract : This report documents the efforts of Fleet Support and Field Activity Management (AIR-04), Naval Air Systems Command, to implement Total Quality Management (TQM). It describes AIR-04's TQM implementation plan and its selection of the engineering change proposal (ECP) as the first process to undergo continuous improvement using TQM methodology. The report chronicles the development of a TQM Executive Steering Committee and Quality Management Board (QMB), the education and training process, and the selection of the ECP process for analysis. Results of data analyses by the QMB are presented along with a description of continuing efforts. Recommendations concern process definition, work prioritization, Just-in-Time training, emphasis on immediate results, and documentation of future actions. Keywords: Total quality management; Project action team; Continuous improvement; Special cause; Common cause; Control charts; Flow chart.