COMDTINST 5224.9A
e. TQM Implementation. Commandant (G-CQ) is responsible for measuring progress in
implementing TQM. Three types of measures will be used:
(1) Surveys of Coast Guard people;
(2) Assessments based on generally accepted criteria (such as the Commandant's
Quality Award criteria); and
(3) Results measures.
6.
MEASUREMENT REQUIREMENTS.
a.
All processes conform to the same generic model. Suppliers, partners, and
employees provide inputs to a value adding process; the process generates outputs
that are then presented to customers; thecustomers use the output leading to overall
outcomes.
Value
Adding
Suppliers
Inputs
Outputs
Customers
Outcomes
Process
b.
Customer requirements drive measurement when developing process measures.
First, measures should track these requirements. Next, measures should target
critical points in our value adding process. Last, measures should focus on supplier
inputs critical to our process. Enclosure (3) illustrates the Coast Guard
measurement model. Detailed guidance on the use of this model is provided in the
Process Measurement Guide published by the Leadership Institute/ Quality Center.
c.
Before any measures are initiated, care must be exercised to carefully define the
need, what is to be measured, how it will be done and the goal being pursued.
Enclosure (4) provides a required Operational Definition checklist to be completed
before measurement activity is begun. Measurement activity has a cost in terms of
time and effort. The purpose of this checklist is to ensure the measure is carefully
thought out before labor intensive work is begun.
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