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Total Quality Management

Notes Act: The actions required to close the gaps between the required and actual IQ
performance are designed and conducted.
Once completed, the cycle is reiterated in order to achieve further improvements.

Self Assessment

Fill in the blanks:
9. …………………… is a management approach aimed at satisfying all customer requirements.
10. The modern quality paradigms emphasise the importance of …………………… as a driver
to the improvement process.
11. …………………… supports the IQ improvement team in setting high but realistic targets
that energise the process.

12. The InfoQual methodology is based on the ……………………, a popular model to organize
the improvement process.

3.4 Obstacles and Benefits of TQM

3.4.1 Obstacles of TQM

TQM is not just another fashionable management theory. It is not a quick fix to solve the
problems overnight. There are many barriers to implementing Total Quality Management.
They show themselves in all business sectors-manufacturing, services, government and even
education.
Therefore, it is important for all organizations to understand and avoid these barriers both
before and during TQM implementation. It takes a long time to build the appropriate emphasis
and techniques into the culture. Overemphasis on short-term results and profits has to be avoided.
These barriers can be divided into two categories:

1. Organizational barriers
2. Behavioral barriers

Organizational Barriers

These are the most visible barriers of TQM implementation and are spread all over organization.
1. Lack of Commitment by Top Management: The primary responsibility of TQM rests with
the top management. Therefore, there must be substantial commitment by top management
for TQM. This commitment must be manifest by the management time and organizational
resources they keep for implementation of TQM. In some organizations, the quality
initiative is delegated to an outside expert. When top management commitment is missing,
it passes on to other levels easily. All such organizations experience employee participation
and interest in TQM programs.
2. Lack of continuous Training and Education: Lack of training is the next most important
obstacle. This gives rise to confusion about the various aspects of the program. This is like
building walls and ceiling without laying the foundation. Naturally, such a structure
would collapse. Training and education is an ongoing process for everyone in the
organization. When senior management conducts the training on the principles of TQM,
its effectiveness increases. Needs must be determined and a plan must be developed to

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