Total Quality Management Program
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What are the steps that an organization must follow to implement a Total Quality Management program?
What is the role of top management and middle management in each of these steps?
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Solution Summary
Regarding a total quality program, this solution explores in some detail the following questions: What are the steps that an organization must follow to implement a Total Quality Management program? What is the role of top management and middle management in each of these steps? Supplemented with an article of TQM, organizational change and development.
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Interesting question! let's take a closer at the business literature for these two questions.
RESPONSE:
1. What are the steps that an organization must follow to implement a Total Quality Management program? What is the role of top management and middle management in each of these steps?
TQM is "a system of continuous improvement employing participative management and centered on the needs of customers" (Jurow & Barnard, 1993, in Masters, n.d). According to Masters (n.d), the key components of TQM are employee involvement and training, problem solving teams, statistical methods, long-term goals and thinking, and recognition that the system, not people, produces inefficiencies.
Deming (1986; Walton, 1986 in Masters, n.d), based on his work with Japanese managers and others, outlined 14 steps that managers in any type of organization can take to implement a total quality management program. In TQM, top management create and communicate the vision and steps to success to at all levels of the organization. They must embrace and be committed to the process, as well as communicate and demonstrate this commitment throughout he change process. The 14 steps proposed by Deming are:
1. Create constancy of purpose for improvement of product and service. Constancy of purpose requires innovation, investment in research and education, ...
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