Review this article about total quality management (TQM) Then think about a company that you currently work for or a former employer and explain whether that company used a TQM approach.
Within your explanation, describe the quality culture within
fell short) by presenting at least two of the primary elements of TQM that were presented in the article.
Before working for my current employer, I worked for a franchise organization called Home Instead Senior Care. Each franchise was individually owned and operated, but corporate headquarters often dictated policies, procedures, mission, compensation, and benefits. HISC allowed seniors to live in their homes until their final days, so they are comfortable and familiar with surroundings. The organization specialized in Alzheimer's and was known to provide support to family members. For anyone familiar with this disease, it is extremely difficult for family because they are often the primary caregiver for that individual.
Unfortunately, I do not think HISC used TQM in their business approach. Some of the primary elements are fact-based decision making, communications, and total employee involvement. In fact-based decision making, organizations should obtain and measure data in order to improve decisions and to make predictions (American Society for Quality, n.d.). Data was collected, but was not used to predict the need to hire additional caregivers and the additional time needed for training. It became clear there was a shortage of caregivers because they often complained of being worked past their availability. Caregivers began to become tired and stressed. As a result, turnover was high and employee morale suffered. Trust was eventually lost, and the culture of the organization suffered. In addition, total employee involvement was missing from HISC. Unfortunately, caregivers were left out of important decisions such as how to access a quality visits and coordination of care. I believe these two elements could have been vastly improved with caregivers being involved with the process implementation and goals. There knowledge and expertise could have greatly contributed to planning because they are able to point out areas of improvement and any issues. Additionally, they would be more committed to processes and changing goals if they are part of the planning. I believe when employees are more involved with processes and decision making. they are more motivated, productive, and inspired.
ASO. (n.d.). What is total quality Management (TQM)? Retrieved May 08, 2021, from https://asq.org/quality-resources/total-quality-management