TQM at CIA The Office of Information Technology's (OIT) mission is to serve the information technology needs for the Central Intelligence Agency. In 1991, OIT began a total quality management effort. OIT has had strong management commitment and leadership in this effort. Senior agency leaders attended the first TQM classes and chair the quality boards in their organizations. OIT developed a Five Year TQM Plan, which seeks to ensure consistency in making processes and procedures more efficient, while improving the quality and timeliness of service. The ongoing TQM program has produced many quality results, including improved customer service, empowered staff and more optimized use agency resources. More than 70% of the staff received TQM training. Twenty-seven Process Action Teams, called Quality Teams, completed work- process analyses and made over 180 recommendations for improving services. OIT expects an estimated total cost avoidance of over $7 million. There are also unquatifiable benefits, including improved customer service, more effective communications, enhanced leadership skills, and higher morale. From: David Weinstein Organization: Central Intelligence Community Location: Langley, VA Telephone:(703) 281-8581
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