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R2 349818779.

Total Quality Management

Total Quality Management recognises the

importance of bringing organisations and
individuals together through teams and processes to
competitively meet the customers needs. This is
done through Human Resource Development and
Organisational Development, which complement
each other to bring about a culture of quality within
the organisation.

The strategic elements of TQM are:

Completeness: do you have all the components
Congruence: do you know how these
components come together as a whole to
accomplish quality goals?
Choices: make the right management choices so
that you can integrate these components to attain
the desired result?

For successful implementation of Total Quality

Management, managers must deal with the
Technology: Linked closely with organisational
Training: Linked with Human Resource
development skills
Team: Linked with cultural and process skills
Successful Total Quality Management requires
both a behavioural and cultural commitment to
customer quality. It brings together two systems of
Organisational Management
Human Resource Management

Organisational Management
Management of the Organisational Development is
one component of Total Quality Management.
When successfully administered, it can best be
described as profitability and productivity through
people. Is made up of three sets of relationships,
which can be further broken down into elements.
Successful organisational design is achieved by
addressing each of these elements:

Sets Relationships Elements

Organisation Employees, Purpose: Why are we here?
Supervisors, Patterns: How are we put
Management/ together?
Owners Plans: How do we
document and display?
People: How do our people
fit in?
Profits: How do we meet
financial needs?
Place: Do we have the
physical resources?
Workflow Supplier, Products: What value do
Interpersonal, we create?
Customers Process: How do we make
next steps happen?
Markets Government, Positioning: Are we where
Markets, our product/service sells?

Human Resources Management

It is easy to say people are our greatest asset but it is
harder to develop this resource into any form of
measurable action. Organisations that judiciously
manage the development of their human resources, stand
a greater chance of survival and are usually more
profitable. Human Resource development is achieved
through decisions that are taken which favourably affect
the majority of staff, through people friendly
organisational designs, by providing adequate resources,
etc. It maximises elements that are critical to individual
performance and builds quality relationships both
externally and internally.

Implementation Approaches
The traditional management approach where Total
Quality Management is imposed upon the two-
abovementioned systems more often than not is doomed
to failure. It is not accepted by either organisational or
human resource management and is usually seen as the
managements whim that must be tolerated. It
consumes valuable time and resources needed by the
other systems and rejection begins to occur.

On the other hand, the integrated model, where TQM is

blended and balanced with existing cultural needs is
more likely to succeed. It works as a third system that
underpins the other two and blends, integrates, aligns and
maximises them to achieve quality performance.