The Role of Training in Total Quality Implementation Available to Purchase

Recent research shows that, despite a number of companies claiming success for their total quality (TQ) programmes, most programmes are failing to achieve their objectives because of a number of implementation failings. Describes the TQ programme in the UK sales region of Hewlett‐Packard (HP UKSR) which, after a slow start, is being implemented with a high degree of success. A sample of the company′s employees completed a questionnaire requiring their motivation for TQ training. This revealed that they had attended the training course because of management pressure and the identification of one specific work‐related problem, which could potentially be solved using TQ techniques. In general, employees were not motivated by factors such as the company′s competitive environment. Recommends that TQ training programmes emphasize the company′s objectives of the programme, and guide participants in the selection of TQ projects. Sees the role of facilitators as important in order to achieve participation in TQ in the long term, since training possibly provides only short‐term motivation.