My experience with Total Quality Management (TQM) reveals that they cannot be successful unless they are participative and systematic. The improvement process adopted by the government should be constant and focused on ensuring the organization exceeds customer's expectations. TQM should also be focused on identifying problems in various sections of the organization and building commitment to all stakeholders. For TQM to succeed, the organization has to promote open decision-making among workers (Herzallah, Gutiérrez-Gutiérrez, & Munoz Rosas, 2014). The employees have to understand TQM policies and make them a fundamental part of their day-to-day operations. The organization must also have a quality improvement culture that is modernized on a continuous basis to encourage employee feedback. It is also paramount to conduct research focusing on customer requirements and ensuring that the organization makes an effort to revise each and every aspect of its operation routinely.
TQM has received a more comprehensive strategic view due to its role in helping the organizations achieve their goals. It is essential for customer satisfaction leading to customer loyalty (Jiménez-Jiménez, Martinez-Costa, Martínez-Lorente, & Rabeh, 2015). The business environment today is full of competition, which makes it necessary for companies and organizations to implement TQM in their products and services. Moreover, organizations also implement TQM as it reduces the risk of losses in case the company has to recall some of its products as has happened in companies such as Ford.
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TQM programs fail due to various reasons. These include unethical behaviors by corporations. In most cases, it is expensive for businesses to implement changes encouraged by quality managers. The top managers fail to implement such recommendations leading to adverse consequences. The senior managers focus on finances as a measure of success. For example, the NASA shuttle Challenger explosion in 1986 happened due to the senior managers hastening the launch despite there being requests to delay it for a short while to give room for a change in design for safety reasons (Miranda, 2013). The top management was worried that the delay would lead to reduced funding and other political ramifications.
References
Herzallah, A. M., Gutiérrez-Gutiérrez, L., & Munoz Rosas, J. F. (2014). Total quality management practices, competitive strategies, and financial performance: the case of the Palestinian industrial SMEs. Total Quality Management & Business Excellence, 25 (5-6), 635-649.
Jiménez-Jiménez, D., Martinez-Costa, M., Martínez-Lorente, A. R., & Rabeh, H. A. D. (2015). Total quality management performance in multinational companies: A learning perspective. The TQM Journal, 27(3), 328-340.
Miranda, S. (2013). "5 Quality Failures That Shook The World". BPM, Lean Six Sigma & Continuous Process Improvement | Process Excellence Network. https://www.processexcellencenetwork.com/lean-six-sigma-business-transformation/articles/5-quality-failures-that-shook-the-world/ .
