A TQM perspective on group communications and decisionmaking processes. (total quality management) (TQM and Participative Management Issues)

Introduction

Perhaps the most compelling feature of total quality management is its reliance on bottom-up workforce involvement. TQM uses a variety of work groups that emphasize participative management. Employees are asked and expected to play a multitude of roles in various categories of "quality teams." Such teams range from simple problemsolving groups called "quality improvement teams" or "chartered teams" to more selective "redesign teams" that change work processes or service lines within a unit to "cross-functional teams" that cast their improvement sights on targets that cross organizational units. Managers and supervisors are expected to recast their traditional command and control roles in favor of facilitative, training, coaching, and coordination roles. Quality …