TQO Using Assessment of Quality Systems in Systematic Improvements of Organizations

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The research proposed includes exploratory studies of actual methods used in corporations/business units that have been engaged in self-assessment, integration of those results into business unit planning processes, and identification of linkages among the assessment activities, planning activities, identification and implementation of improvement efforts, and subsequent changes in business processes and results. Relationships to be tested include whether self-assessment improves results of planning efforts, whether self-assessment accelerates systematic improvement efforts, and whether self-assessment increases commitment to quality improvements. The research will be conducted in eight organizations (Allied Signal, American Express, Henry Ford Health Systems, IBM Credit, Johnson & Johnson, Procter & Gamble, Union Pacific Railroad, Xerox Business Services), and will include a series of working conferences to share results among cooperating organizations