Total Quality Management - CII Institute of Logistics

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Total Quality Management If I am listening, I have the advantage If I am talking, others have it The culture change for management is to be actively seen listening to work place problems and responding appropriately. No longer is it sufficient to respond with such phrases as ‘I hear what you say’ and then do nothing about it. Ownership TQM requires that employees are able to feel a sense of ownership of the organization. There are different ways of achieving this and there is no one formula. TQM sets out to create an excellence environment in which participation, on a voluntary basis, becomes the accepted norm. Ownership of problem requires managers and supervisors to think through their role more closely. Taking responsibility for decisions, willingness to take balanced risk and discovering information could be cultural shift. Upwards or downwards delegation or assuming other people will carry out the task or function are no longer the only options. Eliminating the ‘over the wall’ mentality is a culture change of significant proportions in many organizations. The required ethic is that of ‘me first’ in taking up responsibility. CII Institute of Logistics 44 Website: www.ciilogistics.com
Total Quality Management Implementation of TQM Introduction Before a Quality Improvement Program (QIP) can be successfully implemented, senior management must recognize the need for Quality Improvement and must understand the total commitment required from them if it is to succeed. Having committed themselves to implement Quality Improvement, they then need to put together a detailed plan to guide the implementation of the Program. 3.1 Management Commitment and Involvement Having recognized the need for Quality Improvement, the first objective it to ensure management commitment to the new company culture, focusing on preventing errors, rather then merely fixing them once they have arisen. The commitment required from management to a QIP is absolute if the Program is to succeed. It is then necessary to gain the support and commitment of the entire workforce. The attitudes and actions of employees are generally determined by what they believe management wants of them. It is therefore essential that management defines clearly and unambiguously its requirements in relation to Quality. This is recorded formally in the Quality Policy of the Company. The Quality Policy is an important statement of management’s intention as regard Quality. But it is the demonstration by every manager in their day-to-day work that they are never prepared to compromise their commitment to the Quality Policy that will make a Quality Improvement Program succeed. Gaining the support and commitment of senior management is not easy and is one of the major reasons for the failure of a Quality Improvement Program. The go-ahead to implement a Program may be relatively easy to attain. It is the personal commitment and CII Institute of Logistics 45 Website: www.ciilogistics.com
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Total Quality Management - CII Institute of Logistics

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