1. Santiago Ibarreche © 2003 Session 10: Total Quality Management Empowerment and Motivation

2. Santiago Ibarreche © 2003 What is Empowerment? Empowerment is giving somebody power to act  Granting authority to satisfy customers  Trusting employees to make the right decisions

3. Santiago Ibarreche © 2003 Deming’s points and Empowerment 6. Institute training 7. Teach and Institute Leadership 8. Drive out fear. Create trust. Create a climate for innovation 10. Eliminate exhortations for the workforce 13. Encourage education and self-improvement for everyone

4. Santiago Ibarreche © 2003 How Empowerment leads to quality Empowerment Continuous Improvement Job Satisfaction Quality Products and Customer Service

5. Santiago Ibarreche © 2003 Empowerment Be sure that people have the capacity to act Empower people completely and sincerely Establish mutual trust Give people access to relevant information Do not ignore middle management Change the incentive system

6. Santiago Ibarreche © 2003 Motivational Theories and Empowerment (1) Job Characteristics theory  Employees will be motivated as long as the job has certain characteristics: Variety of dexterities and abilities Task significance Autonomy Feedback

7. Santiago Ibarreche © 2003 Motivational Theories and Empowerment (2) Acquired needs theory:  People are motivated by work that fulfill their needs: Achievement Affiliation Power

8. Santiago Ibarreche © 2003 Motivational Theories and Empowerment (3) Goal-Setting theory  People are motivated when they participate in the goal setting process because goals are clear and owned