TQM Failure



TQM Failure

Introduction

It has been estimated that up to 80 per cent of TQ initiatives have failed during implementation in industry. The company, based in southern England, had already made one false start. (Because of the forthright nature of parts of this article, the company involved has chosen not to allow its name to be mentioned.) The original attempt did not follow a structured approach. It was championed by a person who was already overworked and he could not spend sufficient time on the venture. This attempt was bound to fail(Macdonald 1992). In spite of the bruising and loss of morale from that first attempt, the company could still see the advantage of TQM. Trying to restart a TQM programme after previously failing brings with it its own set of difficulties. “We've heard it all before”; “It didn't work then, so why should it work now?” are typical moans which must be expected(Katz 1993).

Those previously involved feel that they have already wasted their time once, and are naturally very skeptical the second time around. The “once bitten, twice shy” syndrome is bound to be present, and yet this must be overcome if the programme has any chance of success. Persuading the skeptics is a vital first stage in revisiting TQM. Operating in the fiercely competitive container-manufacturing market, designing, printing and making its products, the company has to compete with other companies using the same manufacturing techniques. Furthermore, customers are price-sensitive but, in spite of the demand for low prices, there is also a demand for the very best quality.

Quality in this industry means delivering the right order, in specification and quantity, on time (not early or late) on the correct pallet size. Increasingly, customers demand closer tolerances. There are also higher specifications such as that for hygiene, all of which increase the need for TQM. When people purchase goods, they often discard the packaging without considering what a vital role it plays in ensuring customer satisfaction. These containers are usually designed to be delivered in flat packs then assembled for use.The packaging must also fit on to pallets, it must survive transit and then be assembled easily from flat into a container which will contain and protect a product from being damaged both during delivery and in subsequent storage. The package itself may be used to attract attention, create interest and generally aid with product promotion(Japan Management Association (1987). It may also show instructions and specifications as well as being easy to fill with the product and easy to use subsequently.

Furthermore, it must be environmentally friendly as well as conforming to legal and safety standards. Customer requirements and specifications are continually increasing and there is a lot to designing and producing a “workable” package which most people take for granted. It can be seen that achieving customer satisfaction is, to a large extent, rooted in total quality. Packaging is more expensive than many people realize, and the cost of a batch being rejected for poor quality soon adds ...