NCJ Number
146962
Journal
Federal Probation Volume: 57 Issue: 4 Dated: (December 1993) Pages: 28-33
Date Published
1993
Length
6 pages
Annotation
This article outlines the principles of total quality management (TQM) and their application to Federal probation work.
Abstract
The most important principle of TQM is customer-driven quality. Agencies must identify their customers and survey them to determine what need must be satisfied. Another critical aspect of TQM is the continuous improvement of work processes. This is achieved by identifying top-priority work processes and then improving those processes by focusing on the tasks involved and who is responsible for each task. TQM also demands that work processes be reviewed for factual information that can be used to solve problems. Other aspects of TQM are empowering the employees, developing a sense of employee ownership and partnership, and blaming the system and not the personnel. In applying TQM principles to Federal probation operations, offices should consider teams as the basic unit of performance. When an office initiates TQM principles, a low-key approach is critical, especially in the beginning, when staff members are just learning the terms and concept. Employees should be brought into the assessment of how performance can be improved. Top management must lead by example if the program is to succeed. It must promote the vision and mission of the agency. Other recommendations for the implementation of TQM in Federal probation are to nurture team development, measure office performance, train personnel in TQM concepts, focus on the customer, streamline work processes, and focus on changes in management style from control to teamwork. 15-item bibliography