Total Quality Management

1. Chapter 4 Employee
Involvement
Motivate and inspire everyone to
be on the same page

2. Employees Needs and Wants
(Maslow’s Hierarchy)

3. Frederick Herzberg’s Theory
• Motivators: Recognition, responsibility,
achievement, advancement, and the work
itself.
• Hygiene Factors: Low salary, minimal
fringe benefits, poor working conditions, ill-
defined organizational policies, and
mediocre technical supervision.

4. Seek To Be Understood: Effective
Communication
• Find time to communicate (2 way)
• Ask motivational questions
• Invite participation
• Ask open questions
• Listen more than you speak
• Remember to ask lots of questions
• Pay attention to nonverbal reaction
• Stimulate thinking
Ref: Alexander Hiam, Motivational Management, Inspiring Your People for Maximum Performance, AMACOM (2003)

5. Empower the Team: Providing
Challenging Opportunities
• Process improvement team
• Cross-functional team
• Natural work team
• Self-directed team

6. Employee Suggestions: Using
Feedback to Motivate
• Be progressive and regular
• Remove fear
• Keep it simple
• Respond promptly
• Reward the idea

7. Recognition and Reward: Creating an
Environment for Continuous
Improvement
• Timing: Use recognition and rewards to
finish the job … not start it
• Recognize and reward EFFORT and
INITIATIVE
• Give credits where it is due, more does not
hurt, but less will.
• Resources: be innovative.

8. Empower People
• Give people tools to perform to their best
• Provide necessary resources