Page 97 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes program implementation, identify needed improvements, and increased communication
effectiveness.
Step 1: The Quality Council to create a multifunctional team.

Step 2: The Team will develop survey instrument. The concepts to be used in formulating the
instruments are: personality characteristics, management styles, job attitudes, and the work.
Step 3: Administer the survey (is confidential and by 3 party).
rd
Step 4: Results are compiled and analyzed (report is circulated in the firm).
Step 5: Determine areas for improvement.

Figure 7.2: Employee Survey Process

7.3 Employee Empowerment

The Manufactures Alliance for Productivity and Innovation stated that “Organizations that
empower employees as part of their total management effort are twice as likely as other firms
to report significant product or service improvement.
The dictionary definition of empowerment is to invest people with authority; its purpose is to
tap the enormous reservoir of potential contribution that lies within every worker.

An operational definition follows:
Empowerment is an environment in which people have the ability, the confidence, and the
commitment to take the responsibility and ownership to improve the process and initiate the
necessary steps to satisfy customer requirements within well-defined boundaries in order to
achieve organizational values and goals.
Empowerment should not be confused with delegation or job enrichment. Delegation refers to
distributing and entrusting work to others. Employment requires that the individual is held
responsible for accomplishing a whole task. The employee becomes the process owner-thus, the
individual is not only responsible but also accountable, and job enrichment aims at expanding
the content of an individual’s job, whereas empowerment focuses on expanding on the contest
of the job such as its interactions and interdependencies to other functions of the organization.
In order to create the empowered environment, three conditions are necessary:
1. Everyone must understand the need for change.

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