The objective of this paper is to describe and assess a management development process utilized in the Internal Revenue Service (IRS), a public sector agency that has implemented Total Quality Management (TQM). The program described in this paper is unique to the Richmond District where the facilitator was qualified to enhance the process used in other offices by adding the Myers-Briggs Type Indicator1 and The Adjective Check List.2 This paper is based on three premises. It is feasible for agencies, i. e., public bureaucracies, to implement the principles of Total Quality Management (TQM) and a growing number of them are trying to do so. Management commitment is a prerequisite for TQM so the need to develop effective, committed managers is increasingly critical. Programs designed to develop new managers can be enhanced when the Myers-Briggs Type Indicator and The Adjective Check List are included as part of a self-assessment.
Get full access to this article
View all access options for this article.
References
1.
AtwoodL. “Global Competition Puts Pressure on U. S. Firms: Total Quality Management Focuses on Customer Satisfaction.” Baltimore Evening Sun, 17 July 1989, D1 and D6.
2.
AdairFred L., and CollinsDan R.A Guide to Using the Myers-Briggs Type Indicator and The Adjective Check List Interpretive Report to Describe: Type, Traits, and Needs. Unpublished report, September 1991.
3.
BassB. M.Stogdill's Handbook of Leadership: A Survey of Theory and Research. New York: The Free Press, 1981.
4.
BonserC.F. “Total Quality Education?” Public Administration Review52(5) (September/October 1992): 504–512.
5.
BrownMark Graham. “The Baldrige Award: How do you Win?” Automation38 (October 1991): 35–37.
6.
Career Systems, Inc.Partners in Career Management: Training for Managers in Career Coaching Skills. Silver Spring, Maryland: Career Systems, Inc., 1987.
7.
CollinsDan R., and AdairFred L.The Adjective Check List Interpretive Reports: Individual Workbook for Planning Personal Change. Palo Alto, California: Consulting Psychologists Press, Inc., 1991.
8.
CollinsDan R., and AdairFred L.User's Guide to The Adjective Check List Interpretive Reports. Palo Alto, California: Consulting Psychologists Press, Inc., 1990.
9.
CollinsLarry. Management Development Program II (MDP II). Internal Revenue Service, 1991.
10.
CorneskyR. & McCoolS.Total Quality Improvement Guide for Institutions of Higher Education. Madison, Wisconsin: Magna Publications, Inc., 1992.
11.
CraigD. L., CraigC. H., and SleightC. C. (1988). Type Preferences of Decision Makers: Corporate and Clinical. Journal of Psychological Type, 16 (1988): 33–37.
12.
DemingW. E.Out of the Crises.Cambridge, Mass: MIT Cases, 1986. Cited by Bonser, C. F. “Total Quality Education?” Public Administration Review (52)5 (September/October 1992): 504–512.
13.
DoreR. “LEAD Leadership: Employee-orientation and Differentiation Questionnaire.” Reprinted in The 1973 Annual Handbook for Group Facilitators. Edited by JonesJohn E. and PfeifferJ. William. San Diego, California: Pfeiffer and Company, 1973.
14.
Federal Quality Institute. Presidential Award for Quality: Ogden Internal Revenue Service Center. 1992.
15.
GordonG.J.Public Administration in America. 4th ed. New York: St. Martin's Press, 1992.
GoughH. G., and HeilbrunA. B.The Adjective Check list Manual. Palo Alto, Ca.: Consulting Psychologists Press, 1983.
18.
HamptonD. R., SummerC. E., and WebberR. A.Organizational Behavior and the Practice of Management. New York: Harper Collins Publisher, 1987.
19.
HirshSandra Krebs, and KummerowJean M.Introduction to Type in Organizational Settings. Palo Alto, California: Consulting Psychologists Press, 1987.
20.
HodsollF.Quality Improvement Prototype Award Application. Washington, D. C: Office of Management and Budget, 1990.
21.
JungC. G.Psychological Types. Translated by H. G. Baynes; revised by R. F. C. Hull. Volume 6 of The Collected Works of C. G. Jung.Princeton, NJ: Princeton University Press, 1971. (Original work published in 1921.)
22.
JuranJ. M.Managerial Breakthrough. New York: McGraw-Hill Book Company, 1964.
23.
KaufmanHerbert. Time, Chance, and Organizations: Natural Selection in a Perilous Environment. New Jersey: Chatham House Publishers, Inc., 1991.
24.
KeirseyDavid, and BatesMarilyn. Please Understand Me: Character & Temperament Types. Del Mar, California: Prometheus Nemesis Book Company, 1984.
25.
KilmannR. H., and TaylorV. “A Contingency Approach to Laboratory Learning: Psychological Types Versus Experiential Norms.” Human Relations27(9) (1974): 891–909. Cited by WalckC. W., “Training for Participative Management: Implications for Psychological Type.” journal for Psychological Type 21 (1991): 3–12.
26.
KroneRobert M. “Symposium Introduction Total Quality Management (TQM): Achievements, Potentials, and Pitfalls.” Journal of Management Science Policy Analysis8 (Spring/Summer 1991): 195–202.
27.
MillsC. J.Personality Characteristics of Gifted Adolescents and their Parents: Comparisons and Implications for Achievement and Counseling. Paper presented at the Annual Meeting of the American Educational Research Association, Montreal. 1983.
28.
MyersI. B., and BriggsK. C.Myers-Briggs Type Indicator. Palo Alto, California: Consulting Psychologists Press, Inc., 1977.
MyersI. B., and McCaulleyM. H.Manual: A Guide to the Development and Use of the Myers-Briggs Type Indicator. Palo Alto, California: Consulting Psychologists Press, 1988.
31.
OliverJ. E.The Personal Value Statement (PVS): An Experiential Learning Instrument: San Diego California: University Associates, Inc., 1987.
32.
OvermanStephanie. “Teamwork Boosts Quality at Wallace.” HRMagazine36 (May 1991): 30–34.
33.
RoachB. “Organizational Decision Makers: Different Types for Different Levels. Journal of Psychological Type. 12 (1986): 16–24.
34.
PearmanRoger. “Using and Misusing Psychological Type,” Bulletin of Psychological Type16(1)
35.
SergiovanniMetzcus, & Burden. “T-P Leadership Questionnaire.” Reprinted from A Handbook of Structured Experiences for Human Relations Training. (Vol. 1). Edited by PfeifferJ William and JonesJohn E.San Diego, California: University Associates, Inc., 1969.
36.
SwissJ. E. “Adapting Total Quality Management (TQM) to Government.” Public Administration Review52(4) (July/August 1992): 356–362.
37.
UtalB. (December 7, 1987). “Companies that Serve You Best.” Fortune. 98–116. Cited by WalckC. W., “Training for Participative Management: Implications for Psychological Type.” Journal for Psychological Type 21 (1991): 3–12.
38.
WagenheimG. D., & ReurinkJ. H. “Customer Service in Public Administration.” Public Administration Review.51(3) (May/June 1991): 263–270.
39.
WalckC. L. “Training for Participative Management: Implications for Psychological Type.” Journal for psychological type, 21 (1991): 3–12.
