Tool 13/30 - TQM

 

The objectives of this short ten minute exercise -

1. To learn a tool that will be helpful in work life 
2. To apply the learning within a few minutes of learning
3. To use this as a morning ritual to start a great day 

Step 1 - the warm up

Keep your journal and pen at hand

Sit in a relaxed position with an intent to go into a ‘flow state’ to learn something new

Take three deep, powerful breaths to lock in your focus and start the next step

Step 2 - the learning

About TQM

Total Quality Management (TQM) is a holistic approach to organizational management focused on continuous quality improvement across all functions. It emerged in the 1950s, influenced by W. Edwards Deming and Joseph Juran, and gained prominence in the 1980s. TQM enhances customer satisfaction, employee engagement, and efficiency by integrating quality principles into daily operations. The Malcolm Baldrige National Quality Award has identified 7 TQM parameters. For today’s exercise we will practice only these four viz. Customer focus, Continuous improvement, Employee involvement and Process approach

Many companies reaped huge benefits from TQM (defect reduction and process optimization) e.g. Motorola - over $16 billion in 20 years, General Electric (GE) - $12 billion within five years, Ford Motor Company - $1 billion annually in the 1980s….

Situations (examples) where this tool can be best used

• Manufacturing process improvement
• Customer service enhancement
• Supply chain optimization

The top three mental muscles (competencies) developed by practicing this tool

• Commitment to Excellence - Setting high standards for oneself and the team
• Operational Planning - Translating strategy into actionable, measurable goals
• Performance Management - Setting clear goals and giving constructive feedback

A corporate story to understand the usage of this tool

Mary Barra (CEO, General Motors) story - Promoting electric vehicles and inclusivity

Customer focus

Under Mary Barra’s leadership, General Motors (GM) prioritized customer needs by committing to an all-electric future. GM introduced innovative electric vehicles (EVs) like the Chevrolet Bolt and Cadillac LYRIQ, addressing the growing demand for sustainable transportation. By integrating customer feedback into design and performance enhancements, GM ensured its EVs met both environmental standards and customer expectations.

Continuous improvement

Barra spearheaded initiatives to streamline GM’s operations, focusing on sustainability and technology. Through the Ultium battery platform, GM advanced its EV production, reducing costs and enhancing performance. This iterative improvement process helped GM compete in a rapidly evolving market.

Employee involvement

Mary Barra emphasized a culture of inclusivity and collaboration. GM launched programs to engage employees in innovation, encouraging cross-functional teams to contribute to the company’s EV strategy. Initiatives promoting diversity in leadership roles further strengthened employee morale and organizational effectiveness.

Process approach

GM adopted a systematic approach to production, integrating advanced manufacturing techniques and data-driven decision-making. Lean processes reduced waste and improved efficiency in EV production. Barra’s focus on quality at every stage ensured reliable and sustainable vehicles, reinforcing GM’s reputation in the market.

Mary Barra’s application of TQM principles has positioned GM as a leader in electric mobility and inclusivity.

A story from the World Wars

My personal story

The context - Let me share my ‘Customer focus’ related story. In 1995-96, I was head of product support for our product installed in over 250 branches of banks. I felt that our senior management should know the ground-level situation. So I created a visit calendar for them, including one for the MD. 

This helped hugely because the bank managers (customers) were happy, our support staff team (generally the most neglected category in software companies) was delighted and our seniors had some great insights about the product

Let me map it to TQM - 

Customer focus - Created a feeling of importance for our customer

Continuous improvement - Gathered all the input received from customer visits for improvements

Employee involvement - Included the top management in the programme. They realised the ground level problems

Process approach - Created a workflow of the whole process including the visit calendar

Step 3 - the reflection

Sit back, go down memory lane, think of various events in your work life where you could have used this learning.

If nothing comes to mind, think of a situation that would help you answer any one of these interview questions.

1. “How do you ensure quality in your work or projects?” - Explain how TQM's emphasis on continuous improvement and process approach guides you
2. “How do you prioritize customer needs in your work?” - Discuss TQM's customer focus principle. Explain how you identify customer expectations, incorporate their feedback in your work
3. “How do you approach teamwork and collaboration in a project?” - Describe how TQM’s employee involvement fosters collaboration and share your style of employee involvement

Step 4 - the practice

Apply your learning to the situation you selected above.

• Customer focus
• Continuous improvement
• Employee involvement
• Process approach

Step 5 - the victory lap

Celebrate your achievement for a minute. Maybe a quick victory lap doing some energizing exercise?

**

To those who felt, “Management tools use too much jargon. This can be confusing or intimidating for beginners.” - Do you feel that the last ten minutes were worth the effort?

I must tell you that some inspirational companies have institutionalised this tool (Toyota Motor Corporation, Ford Motor Company, Motorola, Xerox) 

This exercise is not only about management tools. It’s about building a neural pathway. And it’s about my mantra for creating small daily acts of feeling successful and happy. 

Don’t forget to carry this image 👇 in your mind. There could be a great situation where you may want to use the tool. Keep a log of all such situations. This practice will help you when you want to train someone.

My congratulations for your first dose of the day of success and happiness. Have a great day ahead.