The TQM coordinator as change agent in implementing Total Quality Management

Abstract

The implementation of Total Quality Management involves a major change, a paradigm shift, in management philosophy. Implementing TQM requires the use of a change agent to act as a catalyst to change the organization. Interviews with TQM coordinators, and a survey of 143 organizations were done to examine the role of the TQM coordinator. Research identified criteria for selection, and location in the organizational structure. Use of an external consultant in a team concept is examined. Resistance to change and overcoming that resistance are explored. Ways to measure success are discussed.