Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 27 pages
Share a link:
https://casecent.re/p/7368
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Abstract
This case follows the efforts of the commandant of the US Coast Guard to bring the culture of total quality management-one based on the individual initiatives of frontline employees-to a paramilitary, highly bureaucratic organization, one nonetheless considered to be effective. The case is designed to raise the issue of how to implement TQM, given the historic top-down decision-making structure of the Coast Guard. The case ultimately allows students to critique the approach taken, which relies heavily on the establishment of a series of new bureaucratic entities, chief among them the Coast Guard Quality Council.
About
Abstract
This case follows the efforts of the commandant of the US Coast Guard to bring the culture of total quality management-one based on the individual initiatives of frontline employees-to a paramilitary, highly bureaucratic organization, one nonetheless considered to be effective. The case is designed to raise the issue of how to implement TQM, given the historic top-down decision-making structure of the Coast Guard. The case ultimately allows students to critique the approach taken, which relies heavily on the establishment of a series of new bureaucratic entities, chief among them the Coast Guard Quality Council.