Total Quality Management (TQM)


Michael J. Stahl (1994, p. 4) defines Total Quality Management (TQM) as "a systems approach to management that aims to continuously increase value to customers by designing and continuously improving organizational processes and systems." TQM approach is a customer oriented form of management where all members of the organization involved strive together to improve the organization by working together in all problem solving efforts. As a systems-oriented mechanism for structuring, motivating, evaluating, and otherwise organizing a business and its productive activities, TQM is more than a style of management or a way of creating relationships between the units within a company. Total Quality Management provides a viable framework for reducing product or service defects that diminish profitability while also creating a system in which leadership and management focus on the goal of zero defects in an empowered work setting.

TQM is considered a management strategy that is meant to imbed awareness of quality in all organizational processes. TQM is in no way limited in its application. TQM has been widely used in manufacturing. The use of Total Quality Management proves itself to be relevant with everyday concerns of both public and private organ¬izations over such essential issues such as the need to increase productivity, employee morale, and employee feelings of belongingness. These concerns can be addressed while concurrently enhancing organizational efficiency and effectiveness. Certain points are designed to facilitate the management of quality, such as: instituting a constancy of purpose; developing and instituting the new philosophy; ceasing dependence on mass inspection; ending lowest-tender contracts; instituting training on the job; instituting leadership that is facilitative of TQM; driving out fear; breaking down barriers; eliminating exhortations; permitting pride of workmanship; encouraging education; and, the demonstration of top management commitment and action. When a company implements a Total Quality Management system it is a difficult as well as time consuming process that will bring about a number of changes in an organization. The most resistance in this process is given to the organization by the company’s middle managers. This process leaves the middle manager with the feeling that they have lost control and to some extent as if their importance within the organization has been diminished.

Cafe Chez Moi uses 8 key elements of Total Quality Management in their operations. Foremost and most important leadership is used. The leaders at Café Chez Moi are responsible for providing the company with vision and install the values that guide the rest of the employees. For any business to be successful leaders must be committed to leading their employees by demonstrating their own personal beliefs and commitment through their daily practices. Café Chez Moi uses trust as their second most important key element in TQM. Trust can become the foundation of TQM and without the company has nothing to build on. With trust upper management can allow some decision making throughout the other employees. Trust allows for employees to feel a sort of empowerment within the organization. Third of the 8 key elements on Café Chez Moi’s list falls in line with trust and that’s integrity. When a company pursues integrity within customers can insure the morals involved in any dealings with the company. Customers expect and deserve honesty, values, fairness, and sincerity and they get just that when they involve themselves with a company that places such a significant value on integrity. Ethics falls right in line with trust and integrity. A company with good ethics can establish a business code of ethics that outlines guidelines that all employees are to adhere to in the performance of their work. In order for Café Chez Moi employees to be highly effective the company classifies training as one of its key elements.

Training ensures that all company employees have the knowledge to be effective and as productive as they possible can for that particular organization. Once employees are properly trained teamwork falls in line. When a company’s employees utilize teamwork business will receive quicker and better solutions to problems. Teamwork allows a company to be able to provide more permanent improvements in processes and operations. Communication is the element that comes into play and binds all these other elements together. If the company leaders and its employees have an open line for communication nothing they face can not be achieved as a team. Communication must be clear so that everything is understood by all and to avid misunderstandings. Café Chez Moi tops all these elements off with recognition. Recognition motivates the employees to perform to the best of their abilities and ensures that the shop is run at a top notch level.

Resources
(1994). In M. J. Stahl, Management - Total Quality in a Global Environment (p. 4).
Blackwell Publishing.
Padhi, Nayantara. (2002, December 30). The Eight Elements Of TQM. iSixSigma.com. Retrieved March
31, 2009, from http://www.isixsigma.com/library/content/c021230a.asp

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