1. BS2914 Quality Management & Customer Care 10: Shortcomings of TQM

2. 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

3. 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

4. BS2914 Quality Management & Customer Care 10: Shortcomings of TQM The barriers to TQM’s 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

5. BS2914 Quality Management & Customer Care 10: Shortcomings of TQM The barriers to TQM’s success are: 6. Inability to build a learning organisation 7.Incompatible organisation structure and isolated individuals/departments 8.Insufficient resources 9.Inappropriate reward system 10.Use of a pre-packaged programme or inappropriately adapting TQM to the organisation

6. BS2914 Quality Management & Customer Care 10: Shortcomings of TQM The barriers to TQM’s success are: 11. Ineffective measurement techniques and lack of access to data and results 12.Short-term or ‘sticking plaster’ approach 13.Paying inadequate attention to external and to internal customers 14.Inappropriate conditions for implementing TQM 15.Inadequate use of empowerment and teamwork

7. 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

8. BS2914 Quality Management & Customer Care 10: Shortcomings of TQM Some views why of TQM fails… 4.Aim of business is to make profits and not institute the most technically elaborate quality system 5.Most CEO’s do not the ‘religion’ of quality 6.Lack of understanding in that TQM is used to fix problems rather than a way to assist the development of services

9. 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…

10. 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

11. 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

12. 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

13. 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 ?