Question Five (25 MARKS)
Leaders of organizations should know that empowerment is a key aspect of total quality management (TQM). Empowerment entails giving every member an opportunity to participate in the decision-making process to promote better performance. Delegation of authority provides employees with definite responsibilities and objectives. Empowerment ensures a long-term commitment to quality efforts. Unfortunately, formal education provides a minimal focus on the concept and practice of empowerment.
Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company's operations, with processes being done right the first time and defects and waste eradicated from operations.
To be successful in implementing TQM, an organization must concentrate on the eight key elements, with reference with the above statements may you discuss the elements of TQM? (25)
To successfully implement Total Quality Management (TQM), organizations must focus on the eight key elements of TQM. These elements are:
1. Customer-Focused: TQM emphasizes meeting and exceeding customer expectations. Organizations must thoroughly understand customer needs, preferences, and feedback to provide products and services that satisfy their requirements.
2. Leadership Involvement: Leaders play a crucial role in implementing and promoting TQM. They must actively participate in TQM processes, provide clear direction and support, and act as role models for other employees.
3. Employee Empowerment: Empowering employees involves giving them the authority, responsibility, and resources to make decisions and improve processes. This fosters a sense of ownership, engagement, and accountability, leading to higher job satisfaction, productivity, and innovation.
4. Continuous Improvement: TQM focuses on continuous improvement in all aspects of the organization. This involves constantly evaluating and enhancing processes, products, services, and customer experiences. The goal is to eliminate waste, defects, and inefficiencies, and pursue innovative and better ways of doing things.
5. Process-Centered Approach: TQM encourages organizations to adopt a process-centered approach. This means understanding and improving the interconnected activities within and between departments or functions. By optimizing processes, organizations can achieve greater efficiency, effectiveness, and customer satisfaction.
6. Data-Driven Decision Making: TQM emphasizes the use of data and facts to make informed decisions. This involves collecting, analyzing, and interpreting data to identify trends, patterns, and areas for improvement. Data-driven decision making minimizes biases and opinions, leading to more objective and effective decision-making processes.
7. Supplier Relationships: TQM recognizes the importance of strong supplier relationships. Organizations must work closely with suppliers to ensure they meet the necessary quality standards and expectations. By establishing mutually beneficial relationships, organizations can enhance product and service quality, reduce costs, and improve overall performance.
8. Training and Development: TQM recognizes the importance of investing in employee training and development. Organizations must provide the necessary knowledge, skills, and resources for employees to contribute effectively to TQM efforts. This includes quality-related training, quality tools and techniques, and continuous learning opportunities.
These eight key elements of TQM are interconnected and mutually reinforcing. Together, they create a culture of quality within the organization, leading to improved performance, customer satisfaction, and business success.