00-05 Total Quality Management and Managing Diversity: Are They Related?
--Linda Gravett, Ph.D.
The concept of Total Quality Management (TQM) is one of excellence – that is, finding ways to enhance employees’ productivity and contributions to increase the "bottom line." Managing diversity takes this concept one step further – enhancing productivity and contributions by developing each individual’s unique skills and talents. Organizations that succeed in integrating the concepts of TQM and Managing Diversity have customer-based outcomes that provide an improved chance of survival in today’s competitive marketplace.
Kroger Bakery in Memphis, Tennessee has been developing a diversity initiative in tandem with TQM for the past three years. These efforts began as a component of the bakery’s strategic plan, which was designed to address the changing needs of technology and customer demands. The primary emphasis has been on changing the culture by pushing decision-making down to the floor level and addressing process improvement via cross-functional teams.
This process has required skill building for employees and supervisors. Employees have been learning statistical process control; brainstorming techniques; and consensus building in a team setting with diverse members. Supervisors have been learning to intervene in the process improvement cycle only when called upon as experts to provide a history of past practices or technical knowledge.
The key ingredients for the integration of TQM and Kroger’s diversity efforts have been:
- A Mission Statement that drives the bakery’s strategy and objectives.
- An objective, consistently followed performance management system that rewards team involvement.
- Management training on TQM technical aspects and tapping the skills and talents of a diverse workforce.
- Recognition and celebration of successes.
- Leadership commitment and support of the process improvement teams.
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