Adopt a new philosophy: the TQM challenge

Abstract

The popular management literature extols the benefits of total quality management (TQM) as a panacea for the productivity problems associated with traditional management. Powerful statements on the value of quality as a competitive weapon have been advanced, attributing a multitude of benefits to the approach, including increased efficiency and productivity, increased worker commitment and performance, and improved customer satisfaction. However, barriers to the success of TQM have been less frequently addressed. Implicit assumptions about the efficacy of worker participation in facilitating the total quality agenda are evident in the promotion of employee participation as the ‘management’ dimension of TQM. A body of literature in the behavioural science field has contributed empirical evidence that suggests that the consequences of employee participation in decision-making may vary. In fact, under certain circumstances, worker participation may actually be dysfunctional to the organization that uses it. ...