MUMBAI, Jan 9: TR Natarajan, founder-director of WIN Research and Consultancy Services Pvt Ltd, today stressed on the need for workers and employee participation while a company is implementing total quality management (TQM).Addressing the World Quality Congress in Mumbai, Natarajan said that often a worker is not aware of his duties and responsibilities even after working 20 years with an organisation. ``It's therefore extremely important that the worker and employees at each level are made aware of quality management. Workers are prepared for a change only if they perceive no ulterior motive of the management,'' he said.``The methodology for TQM implementation has to be such that workers should feel cared for and do not see themselves as a separate entity from the management. This would delay the unionisation process, to allow for the new culture to settle down,'' he said.Natarajan - who has recently co-authored a book called `Quality Samurai' with behavioural scientist, Edwina Pio on TQMimplementation - worked with various diverse organisations like Tata Steel, Hong Kong Bank, Air India, and Enfield India. Saying that the motive of all quality efforts should be to make money, Natarajan added that TQM implementation must finally generate money for the organisation. ``Therefore, we give monetary guarantee before taking on any assignment on TQM implementation,'' he said.In his presentation, Natarajan said in TQM implementation, the first focus is to create an understanding among the employees on the concept of internal customer and thereafter make them behave in a manner where they consider the next process as customer alongwith their needs as legitimate.``The key issue of breaking down hierarchical barriers has to be addressed meaningfully through a systemic process,'' he said.
