When TQM Works--And Doesn't Work

             by Donald Jugenheimer
 
     Recent research into TQM programs by the accounting firm of
Ernst and Young indicates what works and what doesn't when
adopting and implementing a TQM program. Different sizes and
types of organizations need to use different strategies to make
TQM a success.
 
     Quality programs work best when the organization:
 
     --starts working on only a few practices,
     --concentrates with a narrow focus, uses cycle-time
     analysis,
     --explains the quality program to all internal and external
     publics,
     --simplifies and improves procedures and processes, and
     --shortens the cycle to get things done.
 
     To be successful, each organization must define its own best
approach, rather than adopting what everyone else seems to be
doing. There are also certain paths that work best, depending on
the performance level of the organization. Here's what each kind
of organization should use:

High-performing organizations:
 
     --encourage organization-wide meetings on quality;
     --use benchmarking;
     --spread around decision-making functions.

Medium-performing organizations:

     --focus on problem-solving training;
     --simplify processes and procedures.

Low-performing organizations:

     --increase all kinds of training;
     --emphasize team-building within and among departments.
 
     There are also certain approaches that shouldn't be adopted,
depending on performance levels. Here's what organizations
shouldn't use:

High-performing organizations:
 
     --avoid department teams, because they work against
     inter-unit cooperation.

Medium-performing organizations:

     --don't select vendors on reputation, but rather on the
     basis of quality;

Low-performing organizations:
 
     --don't support wide participation in quality meetings;
     --avoid benchmarking;
     --don't use wide empowerment.
 
     To learn more, contact: Donald Jugenheimer, Chair,
     Department of Communications and Speech, Fairleigh Dickinson
     U., Teaneck-Hackensack Campus, Teaneck, NJ 07666; Ph: 201
     /692-2000.