Organizational Behavior Case Study

2560 Words Apr 3rd, 2011 11 Pages
SANDALIAS FINAS DE CUERNAVACA, S.A. TOTAL QUALITY MANAGEMENT (TQM)

A Case Study

Student name, school and level, remain confidential

March 11th, 2008

Organizational Behavior – Dr. Panayotis Zamaros

-1-

Table of Content

1. Introduction………………………………………………………………..…..3

2. Presentation of the Problem………………………………………………..4

3. Presentation of the Solution: Total Quality Management (TQM) …………………………………………5

4. Analysis of the Solution: Is TQM compatible with Mexican culture?......................................7

5. Conclusion…………………………………………………………………….13

6. References……………………………………………………………….……14

-2-

1. Introduction How does a need for Change affect Organizational Behaviour main features: Management concerns, Leadership style, conflict
…show more content…
1 But he was uncertain how to proceed and whether the Mexican employees would be able to implement TQM as it seemed that this system is based on different norms and values than those of the Mexican workers. To analyse the solution proposed by John to resolve its efficiency problem, we will first need to introduce it: Total Quality Management is a proactive philosophy of perpetual

improvement of quality, a process for managing quality that must be continuous.

1

Seijjts, Gerard, Cases in Organizational Behavior, Ivey, Sage Publications, 2006, p. 271.

-5-

First, it is essential to decompose the concept “Total Quality Management” to clearly understand its goal: “Total” goes for the fact that quality involves everyone and all activities in the company, “Quality” means conformance to Requirements “ Meeting Customer Requirements” and “Management” because Quality can and must be managed. 2 The TQM model is based on the hypothesis that a company’s survival is only possible if a competitive level is achieved and maintained for each of the so called «6 dimensions of quality»: • • • • • • Product & service quality On-time delivery Fair price Employees satisfaction Product & process safety Environment conservation.
3

To get to reach these six dimensions, TQM will need to implement the following tools in the company: • • • • • Improve processes at each level and area of the company Working with customers
Open Document