General Information
Total Quality Management, in one form or another, is being adopted by
many IT organizations today. The impact of this process can cause a
dramatic change in the way we manage our organizations. How will we
handle these changes?
TQM and IT--How has quality improvement affected information
technology on your campus, and vice versa? How have you dealt with
issues surrounding implementation?
Training--Describe the training resources your organization has
developed for TQM. How have you built the necessary common language
and taught the tools and techniques fundamental to a successful TQM
process?
Measuring progress--What ways have you developed to measure your
quality improvement on campus? What technology tools have you found
useful in the measurement and display of quality improvement data.
Describe your benchmarking efforts in identifying the best practices
to apply in your own organization.
Overcoming obstacles--What strategies have you developed to overcome
invisible barriers to quality improvement, improved productivity, and
innovation? How have you promoted risk-taking and innovation?
Teamwork--How have you used teams to improve performance and to
achieve lasting improvements in work processes?
Customer focus--What techniques are you using to achieve improved
customer satisfaction? How have you developed partnerships on campus
for improved communication and productivity?
Reengineering for TQM--Describe your initiatives to achieve work
process re-design.