Lean Six Sigma for Service and Total Quality Management

In order for the implementation of a lean Six Sigma for service transformation to be successful, a corporate culture conducive to on-going improvement must be in place. An organization must, at every level, be fully invested in quality performance and service.

A program of Total Quality Management, or TQM, can be beneficial in implementing lean Six Sigma for service for this reason. The philosophy of Total Quality holds that an organization values and works towards consistently meeting clients' service needs. To meet this lofty goal, the corporate structure and culture must be organized in such a manner that quality can be realized, not just given lip service. Quality must be fostered and valued at every level so that, as a whole, corporate performance replaces waste.

Building a TQM System

To incorporate Total Quality Management successfully within the corporate structure, significant focus must be given to these critical areas:

  • Ethics
  • Integrity
  • Trust
  • Training
  • Teamwork
  • Leadership
  • Recognition
  • Communication

These areas provide the TQM program with a sense of legitimacy. If fully embraced within an organization's structure and administration, the workforce, at every level, is more likely to act upon this lead.

Significance of TQM Elements

  • Ethics, Integrity and Trust -A company that publicly and internally embraces ethics, integrity and trust is better positioned to provide quality customer service and outstanding working conditions. Such an environment promotes and values active involvement and honesty. This is critical in identifying opportunities for lean Six Sigma for service implementation. In organizations where uniform standards of behavior and accountability are in place, members are empowered and prompted to participate. A sense of pride and personal ownership is a powerful motivator in realizing quality.
  • Training - A skilled workforce is better able to deliver quality and greater levels of productivity. Training requirements are not limited to technical skills, however. To implement a program of Total Quality Management, mangers must insure their staff is properly prepared in matters of interpersonal skills, problem solving, intra-team function, business fundamentals and performance analysis too.
  • Teamwork - Teams are important for more than the distribution of work. Teams can also be used to develop creative solutions within a department or an organization as a whole. Within the context of quality, teams play an integral role in implementing lean Six Sigma for service; identifying areas of waste and developing alternatives.
  • Leadership - Active leadership is critical to the success of TQM. When every level of management demonstrates a visible commitment to quality on a daily basis, the workforce is inspired to embrace the concept wholeheartedly.
  • Communication - Open, honest, and accurate communication is the binding force behind any TQM system. Management must welcome, value and actively attend to input from the entire workforce to ensure quality is achieved.
  • Recognition - Motivation among the workforce plays a key role in developing quality and maintaining a lean Six Sigma for service transformation. Timely recognition of both suggestions and achievements creates a sense of ownership and pride. This, in turn, leads to quality service for customers.