Whatever happened to TQM? Or, how a good strategy got a bad reputation

Article Abstract:

Many business organizations have failed with total quality management (TQM) because of the prevailing dependence on the notion of absolute leadership commitment and employee empowerment. In contrast, TQM is a strategy that can be applied to enhance an organization's performance while total leadership commitment and empowerment are given time to materialize. Change agents need to be flexible on the strict philosophy of complete commitment to strategy and instant empowerment to allow slow but positive changes to occur.

Management Development, Models, Leadership

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Champions for transition: developing community-based quality initiatives into learning networks

Article Abstract:

Social groups in North America have adopted community-based quality initiatives in an attempt to raise the level of quality of social services. These initiatives, more popularly known as excellence councils, are usually carried out in a three-phase development process which include quality awareness stage, quality training phase and collective learning level. Experts also believe that the success of excellence councils significantly depends on the personality and competence of stakeholders.

SOCIAL SERVICES, Social Assistance, Social Services & Nonprofit Institutns, Social policy, North America, Social service

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TQM as a driver of change and profitability at Friendly's

Article Abstract:

Friendly Ice Cream Corp. implemented a total quality management (TQM) program in 1992 to reduce operating and material costs while increasing capacity and revenues. The TQM program was formulated with the help of Partners for Excellence consultant Robert Abair after a careful study of Friendly Ice Cream's processes and work styles. The final TQM program, which emphasized teamwork, achieved the company's profit goals and boosted employee morale.

Ice cream and frozen desserts, Ice Cream and Frozen Dessert Manufacturing, Ice Cream, Human resource management, Work groups, Teamwork (Workplace), Dairy products industry, Ice cream industry, Friendly Ice Cream Corp.

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