Hello all,
In looking at my current organization, I can say prior to the Covid epidemic, we were well on our way to hitting many of the 8 elements of TQM where we formed several committees who would meet various times throughout the month to strategize on how to change our organizational culture, be
image. Wanting to stay in the loop, I joined as many of those committees as I could. The continuous improvement committee was able to streamline many of our processes that
provide information, rather than with physical paperwork. The strategic planning committees establish core values for our department and rede ned our department's vision and mission. We were all about changing our image with our customers therefore customer focus based was our goal. The way we communicated internally and externally changed, we were more transparent in how we do business where in the past, management say do and it was the explanation behind the reason and no input from employees, now, employees have an input.
This past year has been very challenging, just like many organizations, turnovers have been major issues. It seems like all I have been doing in the past 2 years is spend several months training new to only have them leave within the 1st year. Our KPls have gone down to 35% from 90+, the work culture has changed due to the turnovers, and customer service is at its all-time low. The two TQM elements will be customer focused to decrease the number of clients physically coming into our o ce, many of who are distraught because of a lack of a returned phone call. The second area is total employee involvement we can't improve customer service if all sta isn't involved in making the change happen.
-La Shaun