Total quality management is a very important concept in the success of any organization. Managers and supervisors need to ensure that they employ the concept in every aspect of the organization and involve all the employees in the process of implementing it. Imperatively, the mood and tone that the managers and supervisors set regarding total quality management is very critical in determining success or failure of a subject organization. The high dependency that is associated with the concept is because employees get the motivation and drive to work hard or relax from the tone that their leaders set using the concept. Therefore, the study examines a scenario that took place in a hotel and explains the solutions used to address the situation and the importance of using total quality management to set the tone of an organization.
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My involvement in an effort that was half-hearted occurred in a hotel where our manager was not very enthusiastic about the operations undertaken in the establishment. From our observation, it was evident that the manager paid attention to other factors and did not care to check on the progress of the hotel. The main concern of the manager was on other businesses that concerned his personal engagements. According to Kaynak and Rogers (2013), leaders should determine the mood of an organization. As a result, the mood of the establishment became relaxed and employees no longer worked hard to achieve the best. Instead, majority of the employees started engaging in unproductive discussions and ventures that had very little impact on the development and success of the hotel. Although, I tried to work hard and deliver the best, my efforts diminished, since other employees did not support the initiatives. As a result, I became discouraged because the mood of the establishment was not rewarding.
What happened after the tone of the hotel became relaxed and employees no longer delivered the best was substandard quality of service and increased complaints from consumers. The high number of employees, who engaged in unproductive discussions and reluctance from the manager in charge, led to a drastic reduction of service quality and a simultaneous decline in the number of consumers. Ashley (2008) asserts that poor supervision and encouragement from managers leads to reduced drive and low performance from employees in a company. In essence, the effects occasioned because the manager had set the tone of the hotel after expressing lack of enthusiasm in his operations and total quality management.
The solution transpired after the managing director discovered the problem and dismissed the manager. Principally, the dismissal saw an introduction of a new manager, who was very vibrant and enthusiastic on matters that concerned hotel operations and service quality. When the employees realized that the new manager was enthusiastic on hotel matters, they quickly changed their focus and started working hard to produce the best. I was very encouraged because they started working together as teams focused on improving service quality and client satisfaction. Morfaw (2009) explains that leaders and managers have to act in a manner that creates positive attitude from the human resources towards achievement of the objectives of a particular organization. Therefore, the challenges related to complaints and substandard quality diminished in a pronounced manner.
Leaders need to understand that their employees use their level of enthusiasm to deliver the best or substandard products in an establishment. The leaders need to act as role models and show the way by behaving in manner that demonstrates interest in the activities of the establishment. Moreover, the leaders need to involve their employees in operations and some decision-making initiatives aimed at increasing their participation in product quality and high performance. By setting a good tone, the managers or supervisors determine the success of the company by influencing the behavior, mood, and creating an atmosphere, which favors success and outstanding product delivery.
Ashley, R. (2008). Total Quality Management (TQM). Indiana: Author House. Web.
Kaynak, E., & Rogers, R. (2013). Implementation of Total Quality Management: A Comprehensive Training Program. New York: Routledge. Web.
Morfaw, J. (2009). Total Quality Management (TQM): A Model for the Sustainability of Projects and Programs in Africa. New York: University Press of America. Web.