Track: Total Quality Management

Abstract

TQM award models have been used to generate competitiveness and recognition among industries, and are equally useful for sustaining organizational performance if used as a tool for self-assessment. A leading public sector organization in Pakistan adopted and tailored MBNQA criteria as a tool for self assessment and organizational performance improvement. The organization is a multi-departmental and an ISO 9001 certified company. All departments were categorized in three groups i.e. Development, Production and Support Services. During its implementation challenges like indetermination to quality culture, intricate coherence to R&D work and motivational deficit was successfully managed through defined role, structure, awareness and motivation. The implementation resulted in organizational performance in form of better planning, increased customer satisfaction, cost effectiveness, quality system improvement and cultural interrelationship. Statistical and analytical tools were applied to observe relationship between elements of award model. Leadership and employee involvement were determined as major driving factors. Organizations can benefit through TQM award models and self-assessment approach.