COMDTINST 5224.7
10 JAN 1991
2.
b.
(cont'd) inside or outside the Coast Guard. An internal customer is a military or
civilian employee of the Coast Guard. An external customer is someone outside the
Coast Guard who requires our service. A customer receives products and services
through work processes.
c.
The Coast Guard's TQM philosophy and basic principles are:
(1)
focus on the process as the key to producing and delivering quality products and
services, and
(2)
achieve customer (internal and external) satisfaction and exceed their
expectations.
3.
TOM ORGANIZATION PHILOSOPHY.
a.
In order to better focus on customers and processes, the Coast Guard needs to create a
parallel organization which will be an overlay on the existing organization. The
existing organization structure exists to Carry out the mission -- to get work done.
The TQM organization we are about to create -- staffed by existing personnel will
exist to improve the work processes through which we deliver services to our
customers. Since the TQM process in an overlay on our existing organization, no
reorganization will be necessary to carry out TQM.
b.
The TQM organizational overlay links all parts of the Coast Guard vertically and
horizontally. It is a simple design and will reinforce our chain-of-command. It will
also allow us to control and to coordinate the improvement activities of our people as
they participate in quality action teams.
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