Implementing Total Quality Management (TQM) IV: Technical Guide.

Abstract : This report is a general technical guide to the Total Quality Management/Methodology for Generating Efficiency and Effectiveness Measures (TQM/MGEEM) detailing information not found in the other three reports in this series. It discusses a system model of productivity and performance, how performance and measurement are related, characteristics of an ideal measurement system, and how these issues relate to Air Force organizations. It outlines the importance of a mission statement to a target organization and how to use the nominal group technique to develop a mission statement, identify customers, suppliers, key result areas (KRAs), indicators, and Mission Effectiveness (ME) charts. Finally, it addresses how TQM/MGEEM is used to implement TQM, including an overview of the TQM/MGEEM process, characteristics of the TQM/MGEEM measurement system, pitfalls to be avoided, and how TQM/MGEEM can be used to address the 14 points of Dr. W. Edwards Deming. Included as appendices are examples of mission statements, KRAs, indicators and ME charts, and an annotated TOM bibliography.