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Example research essay topic: Total Quality Management Decision Making - 1,046 words

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TQM stands for Total Quality Management, which is "a cooperative form of doing business that relies on the talents and capabilities of both labor and management to continually improve quality and productivity using teams." (Joseph R. Jablonski Implementing TQM) The origin of TQM was derived during the 1980 's by Dr. W. Edwards Deming and Dr. Joseph Juran. Both developed TQM in Japan to revitalize their crumbling economy at the time prior to the end of World War II.

Japan began to flourish when Dr. Deming and Dr. Juran introduced Statistical Quality Control (S. Q.

C. ) which was a concept of management using statistical theory. Some of TQM's concepts were evident early on in the "Penny Idea" of 1913 developed by J. C. Penny. The Penny Idea consisted of these seven components: (1) To serve the public, as nearly as we can, to its complete satisfaction; (2) To expect for the service we render a fair remuneration and not all the profit the traffic will bear; (3) To do all in our power to pack the customer's dollar full of value, quality, and satisfaction; (4) To continue to train ourselves and our associates so that the services we give will be more and more intelligently performed; (5) To improve constantly the human factor in our business; (6) To reward men and women in our organization through participation in what the business produces; (7) To test every policy, method, and act in this way: "Does it square with what is just and right?" The Penny Idea exercises customer satisfaction, fairness, quality, value, associate training, and rewards for performance. TQM contains three ingredients necessary for a company to flourish: (2) continuous process improvement; and Participative management is developed from TQM practice.

It is the process of preparing employees with the skills and support to better understand how they do business, make improvements, and make change happen to allow participative management to flourish. Participative management is not immediate. It's momentum builds gradually with trust and feedback. Continuous process improvement (CPI) means accepting small, incremental gains as a step in the right direction toward Total Quality. Continuous process improvement reinforces long term focus in the company. The third ingredient necessary for a company to flourish is the use of teams.

Teams are designed into cross-functional types with the individual employees aligned with the corporation's goals for improvement. With these three ingredients together, successful Total Quality Management can be achieved. There are six main principles of Total Quality Management. These include: (2) A Focus on Process as Well as the Results; (4) Mobilize Expertise of Workforce; Customer Focus emphasizes on making improvements so that the customer is completely satisfied. In large organizations, employees are usually surprised to be asked to contribute knowledge and ideas.

By getting different employee perspectives, the company can use many different techniques to achieve customer satisfaction. A Focus on Process as Well as the Results is the second TQM principle. This principle is based on the fact of exceeding customer expectations and needs. Prevention versus Inspection is the third principle of TQM.

Here a structured approach to problem solving is applied along with making the necessary investments to understand the process and sources of process variation. The fourth principle is Mobilizing Expertise of the Workforce. Employees like to be appreciated and monetary rewards aren't enough to keep one completely satisfied. Therefore other incentives must exist in the workplace such as social needs and comfortable atmospheres. Fact-Based Decision Making involves understanding the process employees work in and around everyday, understanding the cause of their problems, and gathering information, data on which they can base decisions for improving that process.

The last principle, Feedback, allows the other principles to succeed. It is the most important because day to day innovation can be achieved. Another important factor in achieving TQM is Process. Process is a series of operations linked together to provide a result that has increased value. Employees, customer influence, and resources come together to process company outputs. Company resources include people, equipment, material, money, and time.

The results of the inputs are feedback to the employees so they can improve upon work habits. More efficient methods are achieved through this TQM process. Implementation of TQM has a five-phase approach that has its main emphasis on addressing tough issues and describing costs and rewards of implementing change. The five-phase approach consists of: (1) Preparation; (2) Planning; (3) Assessment; (4) Implementation; (5) Diversification. Preparation includes the companies mission statement, goals, objectives, and draft policy in direct support of the main strategic plan. Planning provides a foundation for the process of change of change within the organization.

Assessment involves of the exchange of information that will be necessary to support the preparation, planning, implementation phase. Implementation invests in the company so that the pay-off can be achieved and work can progress. This is when objectives to change have been overcome. Goals are being achieved on a regular basis.

Preparation, in more detail involves company decision making. Each participant understands that their actions are equally important to the actions of any other employee. Steven Covey describes in his book The Seven Habits of Highly Effective People, that it is important to emphasize the fact to all employees involved in the process that quality is the guiding force and that it must me implemented in every stage of the process. Many companies that imply TQM, require that their employees attend TQM seminars and classes before embarking on a project.

Many employers choose to employ those who have a vast knowledge of TQM when embarking on a project so they can advise the entire staff on applying TQM methods to the tasks at hand. Training the employees to apply the methods at all times throughout the process, results in a workforce that seeks the same common goal and applies the same methods to achieve it. ? Throughout the training process much of the emphasis is placed on decision making. This is important because TQM teaches that it's not necessarily the big-wigs of the corporation who are making the decisions. Much of the decision making is decided from outside factors, especially those that are referred by the customers who they are supplying needs to.

TQM methods imply the importance of outside factors upon decision...


Free research essays on topics related to: customer satisfaction, decision making, process improvement, total quality management, participative management

Research essay sample on Total Quality Management Decision Making

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