Abstract
This study analyzed role conflict and its effects on Total Quality Management (TQM) at the Naval Civil Engineering Laboratory, Port Hueneme, CA. A survey of 114 managers was conducted to determine the managers perceptions of organizational roles, expectations and Total Quality Management. This study found a statistically significant difference between actual and ideal roles as perceived by the laboratory managers. This study found that there was a statistically significant difference between the actual and ideal expectations as perceived by the managers for these roles. This led to the qualitative finding that role conflict occurred which impeded implementation of Total Quality Management. This in turn impeded other vital processes including Technology Transfer and Strategic planning. This study recommended that the organization involve all stakeholders in the strategic planning process to further reduce role conflict and clarify roles and expectations. Once defined, laboratory roles would be clearly communicated to customers and other organizations.