People empowerment: the key to TQM success

Abstract

TQM is a philosophy which emphasizes continuous improvement as a process that places a premium on achievement of customer satisfaction. This requires participation of everyone in the company in the development of shared mission, vision, plans and in the quest for continuous improvement. Employees must, therefore, become management’s partners in meeting the ultimate goal of delighting the customers. Such partnerships will require concerted efforts towards the acquisition of knowledge and skills in meeting day‐to‐day problems and making fast but low‐risk decisions. The odds for TQM success are not very encouraging at this point in time, since surveys show that the proportion of successes in TQM implementation is only within the range of 20 to 35 per cent of those who have initiated the practice. It appears that the typical approach to TQM implementation in the company may need to be further reviewed and the basis for improvement properly identified and/or designed to truly fit the company’s requirements. Correct problem identification and rectification leading to continuous improvement can only be achieved through effective people empowerment.

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