How to Implement Total Quality Management in Strong Cultures: Alignment or Saturation?
At the end of this case study, Bernal Flores asks if he should use the alignment strategy or the saturation strategy to implement Total Quality Management (TQM) at the San Juan facility. When the implementation process at Playa Negra and Bocagrande is evaluated, it becomes clear that better choices in implementation and management's role could have been accomplished. For Bernal, it is a matter of reviewing what his colleagues did and adjust the overall plan. "The smart man learns from his mistakes, but the wise man learns from the mistakes of others." First thing to look at though is how the culture affects these decisions.
San Juan, like many South American communities, perceives status by the level of respect one receives. Part of that respect and status comes from a person's position or perceived position in the community. This means for a supervisor to give up authority to subordinates in the decision process is something that most are unwilling to do. This makes them seem weak and possibly diminished in status. Although the TQM process is for the good of all through improved processes and fewer customer complaints, internal and external, few are willing to give up that power. In this culture, position does not always reflect status or influence an individual may have. Take Churrasco who has been around for a long time. He has his opinions and others listen to what he has to say. Though he is not a member of management but only a timekeeper, he still holds considerable influence with the locals. The implementation of TQM must include people like Churrasco from the beginning. Last is the perceived loss of status that comes with change. Take the woman whom ...