TQM Programme, Total Quality Management, Total Quality Managment Programme

Establishing performance measures for the processes

For each functional area performance measures should be determined and posted for everyone to see. Quantitative data are necessary to measure the continuous quality improvement activity.

The purpose of TQM is to provide a quality product and/or Service to customers, which will, in turn, increase productivity and lower cost. With a higher quality product and lower price, competitive position in the marketplace will be enhanced. This series of events will allow the organization to achieve the objectives of profit and growth with greater ease. In addition, the work force will have job security, which shall create a satisfying place to work.

The TQM require a cultural change and this change being substantial can not be accomplished in short period of time. The following changes are expected due to TQM implementation.

Elements	Before TQM Implementation	After TQM implementation
Definition	Product oriented	Customer oriented
Priorities	Second to Service and cost	First among equals of service and cost
Decisions	Short term	Long-term
Emphasis	Detection	Prevention
Errors	Operations	System
Responsibility	Quality Control	Everyone
Problem solving	Managers	Teams
Procurement	Price	Life-cycle costs, Partnership
Managers Role	Plan, assign, Control and enforce	Delegate, coach, facilitate and mentors

Communication

It is a vital link between all elements of TQM. Communication means a common understanding of ideas between the sender and the receiver. The success of TQM demands communication with and among all the organization members, suppliers and customers. Supervisors must keep open airways where employees can send and receive information about the TQM process. Communication coupled with the sharing of correct information is vital. For communication to be credible the message must be clear and receiver must interpret in the way the sender intended.

Downward communication

This is the dominant form of communication in an organization. Presentations and discussions basically do it. Supervisors are able to make the employees aware about the basic features of total quality management and its importance.

Upward communication

By this the lower level of employees are able to provide suggestions to upper management of the affects of TQM. As employees provide insight and constructive criticism, supervisors must listen effectively to correct the situation that comes about through the use of TQM. This forms a level of trust between supervisors and employees. This is also similar to empowering communication, where supervisors keep open ears and listen to others.