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TQM or Total Quality Management is the business paradigm which is credited with creating a quality revolution in global products and services. It essentially is the development of management systems for quality implementation throughout the total production or service process. A useful overview is by Judith Ann Schlenker in an article from HRZone Magazine online at http://www.hrzone.com/topics/tqm.html Although W Edwards Deming never used the term TQM or Total Quality Management he is widely considered the father of the paradigm both in Japan and the United States. His "14 Points" are considered the basis of the systems - http://www.hci.com.au/hcisite2/articles/deming.htm
TQM gave frontline managers, especially in production areas, many of the tools they needed to become more empowered and involved with daily operations. For example, the managers of production facilities in most every industry from parts (widgets) to hospitality (food) had the tools to measure their department's own costs, do their own forecasting, scheduling, inventories, maintenance, quality checks etc. This provided learning experiences in daily operations and almost instant feedback rather than having to wait for a monthly or quarterly report from management, as had been the case in the past, to find out a correction was overdue. Such accountability has made for continuation in planning for getting things done and in place. Managing these relationship areas with programs and systems is most effective for maintaining discipline but often does not provide continuation in everyone's attention involvement, self-motivation, and cooperation. The solution is to compliment TQM with TQL - Total Quality Leadership. This is simply using actions, for soft skills,
The Five Pillars of TQM by Bill Creech is recommended reading as he combines practical frontline leadership advice.
"Leading focus through operations" "If you give a team member customer feedback, you focus them for a day. If you teach a team member how to "ask" for customer feedback, you focus them for a lifetime!"
© George Reavis - george@thankingcustomers.com |
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