The IRS and TVA Are Leading the Way


Guffey, Cynthia J.; Helms, Marilyn M.   (1995, ASQC)   Internal Revenue Service, Chattanooga, TN

Quality Progress    Vol. 28    No. 10
QICID: 13011    October 1995    pp. 51-55
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Article Abstract

The Internal Revenue Service (IRS) and Tennessee Valley Authority (TVA) have been successful in reinventing government. This initiative, also known as the National Performance Review, is driven by political pressure, citizen concern, and the large federal deficit. The IRS has implemented total quality management (TQM) through joint management-union teamwork, improvements in information technology, and attention to customer service. Changes in information technology alone have led to a $647,089 reduction in operating costs. Better customer service might even lead to reinstating nonfiling customers in the IRS system. At the TVA, there are 97 functional teams and 193 task teams. A measurement support index evaluates how well the teams work, and key to their success is management support. Team problem solving has reduced downtime at plants from 20.4% in 1990 to 7.1% in 1994. TQM at the IRS and TVA is built on mission, strategic planning, employee training, continuous improvement, and the commitment of top management.


Customer service,Federal government,Teams,Total Quality Management (TQM)

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