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Benchmarking Handbook

The Department of the Navy Benchmarking Handbook: A Systems View

by Joan Kraft Department of the Navy Total Quality Leadership Office

About the TQLO

T

he mission of the Total Quality Leadership (TQL) Office, Office of the Under Secretary of the Navy, is to assist the Department of Navy (DON) leaders in their quality-focused improvement efforts. The TQL Office provides products and services in six key areas:

Consultant Services
TQL Office members provide technical advice to the Under Secretary of the Navy and other senior Navy and Marine Corps leaders on the application of TQL principles and methods within the DON, strategic planning, and strategic management. Advice may include recommendations on implementing new policy and procedures or the use of facilitators/ coaches for DON and/or federal government initiatives.

Education and Training
The TQL Office is responsible for ensuring the technical accuracy of the DON TQL curriculum. Having overseen the design and development of the TQL courses, the TQL Office staff now advises on the integration of TQL material into the DON training pipeline. The TQL Office continues to design new courses and publishes handbooks and other publications on all aspects of organizational change.

Information and Communication
The TQL Office communicates TQL policies and initiatives through the TQLeader newsletter, articles, reports, and presentations at conferences and meetings. The Office is developing a computerbased quality information network to facilitate communication with DON, Department of Defense, and Joint Service organizations.

Assessment
The TQL Office designs and develops new approaches to improving overall organizational effectiveness and feedback mechanisms to support mission accomplishment. These systems assess and enhance the implementation of total quality in DON organizations.

New Technologies
Technology provides critical support to DON quality improvement efforts. The TQL Office assesses...