Accession Number : ADA338864

Title :   Total Quality Management: It Works for Aerospace Information Services

Descriptive Note : Rept. of 11-14 Jan 93

Corporate Author : NASA CENTER FOR AEROSPACE INFORMATION BALTIMORE MD

Personal Author(s) : Erwin, J. ; Colquitt, W. ; Eberline, C.

PDF Url : ADA338864

Report Date : 11 JAN 1993

Pagination or Media Count : 13

Abstract : Today we are in the midst of information and total quality revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM based improvement of future STI Program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle. Four projects are described that utilize cross functional, problem solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.

Descriptors :   *AEROSPACE INDUSTRY, *TOTAL QUALITY MANAGEMENT, *CORPORATE INFORMATION MANAGEMENT, MANAGEMENT PLANNING AND CONTROL, DATA MANAGEMENT, INFORMATION EXCHANGE, PROBLEM SOLVING, AEROSPACE SYSTEMS, BUSINESS PROCESS REENGINEERING.

Subject Categories : Administration and Management
      Information Science

Distribution Statement : APPROVED FOR PUBLIC RELEASE