TQM at CIA

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