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Showing posts from December, 2009

What is TQM?

What is TQM?

The best source to go for this is Dr. J M Juran's teachings on TQM. The next best is to refer to the Baldrige award criteria.

I will try to present a summary of Dr. JMJ's view on TQM.

Customer Satisfaction
Employee Empowerment
Cost/Waste Reduction
Revenue Improvement.

Quality Planning
Quality Control
Quality Improvement.

This is also known as the Juran Trilogy.

Total Quality System
Customer-Supplier Chain
Organization-Wide Involvement
Measurement and Information
Education and Training.

Strategic Quality Planning
Executive Leadership
Customer Focus.

The above model is explained in JMJ’s courses and also described in some of his books. You may also refer his books – Quality, Planning, and Analysis and Managerial Breakthrough.

The Baldrige model also provides a comprehensive treatment of TQM. It is important to understand that unlike techniques such as Six Sigma and Balanced Scorecard, TQM is a larger body of knowledge. Several…

Resistance to Change May Not be Injurious to Org Health!

Why do we only toe a line that resistance is bad for change? It may actually be good. It works like a good opposition in a democracy. If there wasn't friction we could see meaningless change everyday...and that would be more chaos than we already have. Let's not always assume that friction and resistance is not a good thing.

If people with 15 years or more experience have a view should we not listen to it with empathy? And make changes in our plans, if required. I manage change for a living and face resistance all the time. And in many cases the one’s resisting have a damn good point. It is the job of the change agent to listen, learn, and modify his/her plans. This need not be seen as weakness or lack of conviction. It should be seen as flexibility and empathy. For, if the people who have to live the change feel that they have been listened to, the change process will be better off.

Assuming, that some of you agree with this point of view, I also realize that in many cases we…

Cultural Change - Elephant in the Room

It is often argued that inspite of several tools/techniques there is little cultural change acros organizations. A friend, put a question on LinkedIn - What could be possible reasons for not seeing the transformation and what could be done about the same?

Has it ever occurred to us that we could be lacking in assessing a change in culture. I find it difficult to believe that we all know when culture has changed. Maybe we don't.

Unless we tackle your question at specifics it will remain an intellectual or academic discussion only. Nothing wrong with it but I don't think you were looking for that.

Cultural change is a vast body of knowledge and is much like the proverbial elephant in the room. We all have a definition for it. Some of us will believe adoption of tools (such as Lean and Six Sigma) will lead to cultural change. Many others will feel cultural change leads to adoption of such tools.

What is cultural change? I am least qualified to comment on this but will try. If…