Table of Contents

12 Obstacles To Implementing Quality

Introduction:

A properly implemented total quality management system will have fewer non- conformities, reduced rework and scrap, lower inventory levels, reduced cycle times, greater employee satisfaction, and increased customer satisfaction. These benefits will not occur in many organizations because they are not able to over- come the barriers or obstacles to quality improvement. In a study by Salegna and Fuzel (2000), managers of TQM companies ranked 12 obstacles to implementing quality.

12 Barriers to Quality:

1. Lack of Time to Devote to Quality Initiatives

Frequently, managers are too busy with their regular activities to take on an additional activity such as quality. Initially, senior management must provide time for employees to devote to the quality initiative. Once a program is well established, the quality activity will become part of the employee’s activities.

2. Poor Intra organizational Communication

All organizations communicate with their employees in one manner or another. Communications deliver the organizations values, expectations, and directions, provide information about developments, and allow feedback from all levels. The organization must encourage and provide the means for two-way communication so that information flows up as well as down the ladder.

3. Lack of Real Employee Empowerment

Too often, empowerment is merely lip service. Individuals should be empowered to make decisions that affect the efficiency of their process or the satisfaction of their customers. Teams need to have the proper training and, at least in the beginning, a facilitator.

4. Lack of Employee Trust in Senior Management

In many organizations, this obstacle will not be a problem because senior management has created an atmosphere of trust in its relationship with the employees. In other organizations, this atmosphere will have to be developed by management being honest with the employees.

5. Politics and Turf Issues

Differences between departments and individuals create problems. The use of multifunctional teams will help to break down long-standing barriers. Restruc- turing to make the organization more responsive to customer needs may be needed. An example of restructuring is the use of product or customer support teams whose members are permanently reassigned from the areas of quality, production, design, and marketing.

6. Lack of a Formalized Strategic Plan for Change

A formalized plan for change is necessary because individuals resist change— they become accustomed to performing a particular process and it becomes the preferred way. Management must understand and utilize these basic concepts of change:

People change when they want to and to meet their own needs.
Never expect anyone to engage in behavior that serves the organization’s values unless an adequate reason (why) has been given.
For change to be accepted, people must be moved from a state of fear to trust.

It is difficult for individuals to change their own behaviour, and it is much more difficult for an organization. Honest two-way communication with respectful feed- back increases the chances of success.

7. Lack of Strong Motivation

The building of a motivated work force is, for the most part, an indirect process. Management at all levels cannot cause an employee to become motivated; they must create a conducive environment for individuals to become motivated.

8. View of Quality Program As a Quick Fix

Frequently, the quality program is viewed as a quick fix. Quality improvement is a race that does not have a finish. Management must constantly and forever improve the system so that quality and productivity are continually and permanently improved, and costs reduced.

9. Drive for Short-Term Financial Results

Too often, organizations focus their efforts on the quarterly financial results. Quality improvement requires an organization to have a strong future orientation and a willingness to make long-term commitments.

10.Lack of Leadership

For any organizational effort to succeed, there must be leadership. Leadership requires a substantial commitment in terms of both management time and organizational resources.

11.Lack of Customer Focus

Organizations need to understand the changing needs and expectations of their internal and external customers. Effective feedback mechanisms are necessary for this understanding.

12. Lack of a Companywide Definition of Quality

This obstacle is the least of the twelve and is easy to correct. Experienced quality professionals recommend that all areas of the organization be involved in writing the definition.

Conclusion

Addressing these barriers requires a concerted effort from all levels of the organization. By fostering a culture of quality, providing adequate resources and training, promoting collaboration, and maintaining a long-term focus on improvement, companies can overcome these obstacles and successfully implement quality practices.

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