be divided into those that are open and receptive, those that are neutral and those that are closed and hostile. People seek a safety and they will gravitate to the group they perceive as providing a safer environment. What benefit would your workers get out of the quality program you are trying to initiate? If they see a benefit you will get buy in from some but not all. “It will save your jobs,” is a fear tactic and might work only once. The days of company loyalty are gone; all that is left is professional loyalty. Attempting to use this tactic more than once will change the perception from risk avoidance into a threat, resulting in loss of trust and belief in management, and will be met with resistance. That is the condensed version of risk/reward theory. If you can get the majority of your key players to buy in, the remaining key players will cooperate. If the majority of your workforce is in the neutral category you might get some of them to buy in. The neutral group will make a judgment to whether there is any value to joining and buying in or simply going along with the program and not causing interference. Normative theory says we tend to want to belong or at least not buck the system. You don’t want to alienate this group, the best you can do is get them to not be opposed. Unfortunately, some organizations have molded their workforce so the majority is in the closed and hostile group. Now for the nuts and bolts. TQM is an umbrella concept that has at its core a loosely-connected series of quality tools, techniques and criteria. Academically, TQM is used as an introductory course to quality in general. TQM, as the name implies, is all encompassing, infusing quality into every aspect of an organization. The makeup of what forms TQM is diffuse and in constant flux, including other processes that are considered quality concepts on their own, such as Six-Sigma, Lean, Baldrige, ISO, etc. Since there are numerous books, articles and training courses on the specifics of this subject, I will only briefly look into the tools, techniques and criteria. There are seven classical and seven modern quality tools associated with TQM and each can be an article on its own.
Classical Tools Cause and Effect Diagram Check Sheets Control Charts Flow Charts Histograms Pareto Charts Scatter Diagrams Modern Tools Activity Network Diagram Affinity Diagram Interrelationship Diagraph Matrix Diagram Prioritization Matrix Tree Diagram
Process Decision Program Chart
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