BS2914 Quality Management

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BS2914 Quality Management Customer Care

• 10 Shortcomings of TQM

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The benefits of TQM were said to be
• Lower costs
• Lower cycle( throughout) times
• Lower employee turnover
• Higher employee satisfaction
• Higher productivity
• Greater customer focus should lead to maintenance
  of market share in a rapidly changing global
  market

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The disadvantages of TQM were said to be
• TQM is only a passing fad or latest management
  snake-oil
• Only 20 Fortune 500 companies are satisfied with
  TQM initiatives
• Malcolm Baldridge award itself never conferred
  any prestige
• 73 electronics programmes have quality
  programmes but more than half show less than 10
  improvement

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The barriers to TQMs success are
• Lack of management commitment
• Inadequate knowledge or understanding of TQM
• Inability to change the organisational culture
• Lack of proper planning
• Lack of continuous training and education

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The barriers to TQMs success are
• 6. Inability to build a learning organisation
• Incompatible organisation structure and isolated
  individuals/departments
• Insufficient resources
• Inappropriate reward system
• Use of a pre-packaged programme or
  inappropriately adapting TQM to the organisation

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The barriers to TQMs success are
• 11. Ineffective measurement techniques and lack
  of access to data and results
• Short-term or sticking plaster approach
• Paying inadequate attention to external and to
  internal customers
• Inappropriate conditions for implementing TQM
• Inadequate use of empowerment and teamwork

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Some views of why TQM fails
• Misalignment may be evident between the
  teamwork approach demanded by TQM and the
  control culture of some organisations
• TQM is seen as a quick fix (along with SPC.JIT
  etc.)
• Companies want instant results i.e. within six
  months otherwise programmes will be dropped

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Some views why of TQM fails
• Aim of business is to make profits and not
  institute the most technically elaborate quality
  system
• Most CEOs do not the religion of quality
• Lack of understanding in that TQM is used to fix
  problems rather than a way to assist the
  development of services

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Quality cultures
• TQM often concentrates upon
• Systems
• Processes
• Statistical data
• Mechanisms
• Thereby losing some of the essence

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Quality cultures
• A quality culture implies
• Sharing of vision
• Real not token commitment
• High degree of professionalism and commitment
• Increasing standards of performance

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Is TQM exploitative ?
• There is not much hard data to suggest that the
  employees who make most of the adjustments
  actually share in whatever benefits TQM is said
  to bring
• It could be argued that as slave drivers went
  out of fashion not because they were cruel but
  because they were inefficient that TQM is only a
  way of ensuring maximum productivity from a
  workforce

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• The WISE approach
• Watch and be observant within the organisation
• Inspire more easily said than done
• Support teams where possible
• Enjoy and be enthusiastic

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BS2914 Quality Management Customer Care 10
Shortcomings of TQM

• Concluding observations
• Does every performance indicator become
  perverse
• Is quantification over-used
• Do ITC tools hinder or help
• Does customer care actually work within an
  organisation ?