Total quality management: an analysis and evaluation of the effectiveness of performance metrics for ACAT III programs of record
Higginbotham, Jayne Marie
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This project studies the metrics of a sample United States Army Aviation Acquisition Category (ACAT) III program. This program reports weekly metrics across the functional areas of logistics, business, and technology (software development and risk management), which are reviewed in functional-management staff calls. This project investigates whether these metrics align with total quality management (TQM) best-practice standards. The framework for the study is the National Institute of Standards and Technology’s Baldrige criteria, which identify ways for organizations to reach performance excellence. Seven categories combine to achieve this goal: leadership; strategic planning; customer focus; measurement, analysis, and knowledge management; workforce focus; process management; and results. While the study of metrics is an aspect of the measurement, analysis, and knowledge-management criteria, a holistic approach is used to survey the overall organization and identify whether the organization and its metrics are aligned to reach performance excellence, the lodestar of TQM. The implementation of details and organizational structure is discussed with a final recommendation.
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