Starting The Change to

Total Quality
Statement of Intent.
Awareness.

Diagnosis.

Initial Strategy.

Management consensus.

Launch
 Stage 1: Statement of Intent
 An executive statement of the
intention to evaluate the possible
benefits of a new approach to
business – a Total Quality approach
– is a necessary preliminary to the
change process.
 Stage 2: Awareness
 To begin the process of gaining
commitment to the change,
directors, executives, & senior
managers must be trained in the
concepts, tools & techniques of Total
Quality.
 (Figure: Evaluation of Total Quality
approach through six stages).
 Stage 3: Diagnosis
 The identification & quantification of possible benefits from the new TQM
approach to business should be carried out by individuals or teams
drawn from senior managers.
 A series of individual reviews should be undertaken to cover the main
strategic concerns of the senior management, such as:

1. External customer satisfaction (Survey or interviews).

2. Staff attitudes & morale (interviews & evaluation of staff turnover).
3. Internal & external communications.
4. Costs of current performance.
5. Market standing related to competition.
6. Efficiency of basic business processes (check a sample of orders or
contracts to assess the controls & judges the likely magnitude of quality
‘failure’ cost).
7. Interfaces with suppliers.
 Stage 4: Initial Strategy
 The diagnosis of stage 3 will indicate to the
chief executive & his senior management team:
1. What the organization does best
2. Major improvement opportunities (in priority
order).
3. Initial bases of performance from which to
measure benefits.
4. A basis for planning the way forward.

A specific strategies can now be developed for each

arm of the management framework,
commencing with a clear mission statement.
 Stage 5: Management Consensus
 A major senior executive &
management forum to evaluate &
accept the quantification of the need
to change (from stage 3) & the
proposals for your own strategy &
management framework (stage 4).
{board meeting- off-site conference}
 Stage 6: Launch
 A training & communication cascade down to
achieve management & staff commitment
through the organization.
 This must establish an awareness in each
employee of TQM concepts, with a common
language, with your own aims, objectives,
strategy, & management framework.
 This requires a carefully planned training &
communication framework.
 For senior managers awareness (stage 2), this
can be achieved by a combination of measures,
including analysis & practical application in
workplace.