Employee involvement in Total Quality Management initiatives at a South African bank

M.Tech. (Operations Management)This study entails and discusses Employee Involvement in Total Quality Management initiatives in a South African Bank. Total Quality Management programs are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three foremost components, which has to be part of the organisational strategy namely; customer satisfaction, continuous improvement and employee involvement. This study pertains to Total Quality Management, and the link between Total Quality and Employee Involvement as the critical component based on the premise that operational efficiency must start internally, meaning that employee involvement should be the point of departure. In many instances employees find it difficult to adapt to the changes, people naturally find reasons as to why changes will not be successful, more especially if there is no employee involvement at their level and, hence their reluctance to see the benefits objectively will result in the failure of any Total Quality Management initiative. The objective of this study was to determine if TQM principles as prescribed by many authors are currently adopted by the organisation with the focus being Employee Involvement and also to ascertain if the organisational culture lends itself to the implementation of TQM initiatives. Survey questionnaires were used to obtain primary data, and interviews and document reviews were conducted subsequently to validate the results obtained from primary data collection. The literature review indicated the importance of Employee Involvement in the pursuit TQM and the results indicated that employees believed that the principles of TQM and Employee Involvement are relatively well established. With any organisation there is always improvement required and as a fundamental requirement of TQM continuous improvement is a must. Collaboration between employees and management, Empowerment of employees and Education and Training that is job specific are some key areas that were discussed