Bridging the motivation gap: empowerment in total quality settings

Abstract

This thesis proposes that a 'motivation gap' exists in current Total Quality Leadership (TQL) theory and training between knowing intrinsic motivation is important and knowing how to achieve it in the work place. The thesis discusses the importance of TQL in the Department of the Navy (DON) and outlines the role of empowerment in a total quality setting. The works of prominent total quality writers are reviewed, as well as alternative models of empowerment available in current literature. The idea that empowerment plays an important role in the long-term success of a total quality effort is illustrated with a case study conducted at the Naval Medical Center, San Diego. Based upon this analysis the thesis concludes that the Thomas/Tymon model of empowerment (1993) is currently the best tool available for bridging the 'motivation gap' and recommends its inclusion in future DON total quality training