Keys to starting a TQM program

Article Abstract:

Total quality management (TQM) refers to the transformation of organizational management that is focused on the attainment of continuous improvement in all operations, functions and work processes. TQM has become the buzzword in the business community, but very few quality initiatives succeed. This is because companies embracing the quality concept have no real comprehension of what TQM is all about and how it can be achieved. In addition to vague quality management plans due to this lack of understanding, TQM programs fail because there is no standard approach to achieving quality. To ensure the success of quality efforts, companies are advised to secure the commitment of senior management, use the Malcolm Baldridge National Quality Award as a yardstick, employ other measures to evaluate programs, learn from the experience of successful companies, develop action plans and set objectives, and involve the human resources department in the program.

Methods, Total quality management

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How Xerox won the Baldrige

Article Abstract:

Xerox Corp Chmn and CEO David Kearns implemented the Leadership Through Quality quality improvement and control program at Xerox in an attempt to regain the company's share of the US photocopier market after slipping from an 18.5% share in 1979 to 10% in 1984. The basic elements of the program included that customers had to be satisfied, and quality improvement was the job of every employee. The steps Xerox workers used to ensure maintenance of customer requirements included identifying output, customers, and customer requirements. The steps in the process developed at Xerox for solving problems included identifying, analyzing, and developing possible solutions for problems. The quality program resulted in a 40% rise in customer satisfaction and 60% drop in complaints, an increase in the company's market share, and winning the Malcolm Baldrige National Quality Award in 1989.

Photographic equipment and supplies, Case studies, Office equipment and supplies industry, Office equipment industry, Xerox Corp., XRX, Quality management, Quality control, 1989 AD, Malcolm Baldrige National Quality Award, Kearns, David

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Keeping spirits up when times are down

Article Abstract:

A workforce with high morale can contribute greatly to their employer's achievement of goals. Unfortunately, many organizations suffer from low morale because employees are not given a clear idea what the goals are supposed to be. Gimmicks have oftentimes been used to bring up morale but these motivational programs do not have any long-term effect. To make lasting changes in morale, management should provide clear objectives to their employees. These objectives should help employees focus on growth and give them a sense of purpose. Leaders are very important in communicating these objectives to employees, so the cultivation of good leaders is a must. Finally, listening to the complaints and suggestions of employees, and doing something about them, can be a big boost to the morale of a depressed workforce.

Employee Relations, Labor relations, Employee morale

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