Designing Employee Engagement Strategy with TQMS

As a certified management consultant and strategic human resources practitioner, I worked with a client to design their employee engagement strategy. The HR Director was impressed with the alignment of the strategy with the business strategy. They were particularly amazed at how I implemented the Total Quality Management System and Prosci Change Management methodology in the employee engagement initiatives. Today, I want to share the primary foundation of using TQM to design an employee engagement strategy.

Employee engagement is critical to organizational success. Engaged employees are more productive, innovative, and committed to their organization’s goals. One effective approach to enhancing employee engagement is through Total Quality Management (TQM), a comprehensive management philosophy aimed at improving overall organizational performance by focusing on quality in every aspect of operations.

What is Total Quality Management (TQM)?

TQM is a customer-focused strategy that involves everyone in an organization, from top executives to front-line employees, in continuous improvement efforts. TQM emphasizes long-term success through customer satisfaction and is built on several key principles: customer focus, continuous improvement, employee involvement, process approach, and integrated system.

When applied to employee engagement, these principles can create a culture where employees feel valued, involved, and committed to organizational goals. I want us to  consider key principles of TQM in employee engagement

Principle 1. Customer Focus (Internal Customers)

In TQM, employees are considered internal customers. Just as external customer satisfaction is crucial, so is the satisfaction of internal customers. Organizations can create a work environment where individuals feel respected and valued by understanding employees' needs, expectations, and feedback.

Example: Toyota implements the principle of “Respect for People” by providing continuous learning opportunities and eliciting feedback from employees, making them feel integral to the company's success.

Principle 2. Continuous Improvement

Continuous improvement, or Kaizen, is central to TQM. This concept encourages small, incremental changes that consistently enhance processes, products, and services. In terms of employee engagement, this means constantly seeking ways to improve work conditions, career development opportunities, and overall job satisfaction.

Example: At Google, continuous improvement is ingrained in the company culture. The organization encourages a growth mindset and fosters innovation by providing employees with opportunities to work on projects of their interest, even if they are outside their regular scope of work.

Principle 3. Employee Involvement

Employee involvement ensures that every team member contributes to organizational goals. This principle fosters a sense of ownership, pride, and accountability. Employees are more likely to be engaged when they are actively involved in decision-making processes that affect their work.

Example: At Southwest Airlines, all employees are encouraged to share their ideas for improving customer service and operational efficiency. This inclusive approach has led to innovative solutions and a highly motivated workforce.

Principle 4. Process Approach

TQM emphasizes understanding and managing interrelated processes as a system. By identifying and optimizing these processes, organizations can enhance efficiency and effectiveness, resulting in a better work environment for employees.

Example: At IBM, the process approach is used to manage talent development programs. The company has established clear processes for career progression, skills development, and performance evaluation, providing employees with clarity and direction in their career paths.

Principle 5. Integrated System

An integrated systems approach ensures that all aspects of the organization work together seamlessly. In terms of employee engagement, this means aligning HR practices, leadership styles, and organizational culture with the overall strategic goals.

Example: Ritz-Carlton integrates its employee engagement strategy with its core values and customer service goals. Employees undergo extensive training and are empowered to make decisions that enhance guest satisfaction, which in turn, fosters a sense of purpose and engagement among the staff.

Using Total Quality Management to design an employee engagement strategy can create a motivated, productive, and committed workforce. By focusing on internal customer satisfaction, continuous improvement, and active employee involvement, organizations can build a culture where employees thrive and organizational goals are achieved. Emulating successful practices from organizations like Toyota, Google, Southwest Airlines, IBM, and Ritz-Carlton can provide valuable insights into creating an effective TQM-based engagement strategy.