Federal Government EAPs and Total Quality Management:

Abstract

In the federal government, total quality management (TQM) principles have been actively supported and encouraged since the Reagan administration. The EAP Consortium administered by Federal Occupational Health, a Division of the U.S. Public Health Service, Region IX, has had unique opportunities to implement total quality improvement principles. In an era of budget constraints and limited resources, it is a never ending dynamic process to achieve a better understanding of Federal agencies and to continually innovate EAP products and processes to remain customer focused. This article explores the challenges of satisfying customer needs and expectations by continuously working across the organization to improve external and internal processes.