Total quality management teams in the office of administrative services, US department of the interior : a success story
By: KECK, Mary Ellen
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ArticlePublisher: New York : Marcel Dekker, 1996International Journal of Public Administration - IJPA 19, 10, p. 1811-1844Abstract: Using a multiple case study research technique, this study investigates the hypothesis that Total Quality Management (TQM) teams that function within the Office of Administrative Services, U.S. Department of the Interior in Washington, D.C., successfully achieve their goals when either one of two conditions exist: a team has effective leadership and/or team members are motivated. Using an explanatory case study approach, four TQM teams were used as case studies to examine the various facets of causal arguments. The case study projects include: recognizing and rewarding TQM achievers; conference rooms and auditoriums scheduling/setup; improving Contracting Officer's Technical Representative understanding of the procurement process; and improving workplace services. Based on the findings and the analyses of the case studies, evidence generally supports the original hypothesis with the difference between the original hypothesis and findings being that the conditions of leadership and motivation are both required to successfully complete projects.
Using a multiple case study research technique, this study investigates the hypothesis that Total Quality Management (TQM) teams that function within the Office of Administrative Services, U.S. Department of the Interior in Washington, D.C., successfully achieve their goals when either one of two conditions exist: a team has effective leadership and/or team members are motivated. Using an explanatory case study approach, four TQM teams were used as case studies to examine the various facets of causal arguments. The case study projects include: recognizing and rewarding TQM achievers; conference rooms and auditoriums scheduling/setup; improving Contracting Officer's Technical Representative understanding of the procurement process; and improving workplace services. Based on the findings and the analyses of the case studies, evidence generally supports the original hypothesis with the difference between the original hypothesis and findings being that the conditions of leadership and motivation are both required to successfully complete projects.
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