Some detractors posit that TQM is an emotionally cold way to manage people. Its analytical, detached programs are often devoid of human emotion that inspires attachment to the organization and its customers.
Total Quality Management calls for a cultural transformation. Some argue it creates a process-crazed organization, similar to a cult, where the impression is that only total commitment to TQM can save the organization from ruin. Just as in a cult, all the decisions in TQM are related to the "vision." No one wants to claim individual credit for success; instead, success is attributed to the TQM philosophy. Results become less important than performing the proper TQM techniques. Just as in a cult, periodic evangelism by TQM experts is used to maintain a missionary zeal for TQM. If an employee is not a TQM believer, he or she considered an outcast who does not care about the organization’s success. Even with its problems, Total Quality Management may still be the best choice as a successor to the militaristic, authoritative management style.
TQM versus Authoritative Management Style
Authoritative management is boss-centered and uses authority, fear, and coercion to influence people. The authoritative leader lacks empathy and is usually not personally likeable. Total Quality Management is team oriented, with charismatic leaders who influence people by working with them to achieve quality; it may break the "claim and blame" cycle. It does not blame anyone for problems; instead, it only seeks solutions.
It is obvious that the two styles diametrically differ in their approaches to management. Some of these differences are noted as follows:
- Authoritative management looks for the "quick fix" while TQM seeks long-term solutions.
- Authoritative management continues to operate the same old way while TQM emphasizes innovation and creative thinking.
- Authoritative management controls resources by function while TQM optimizes resources across the whole organization.
- Authoritative management seeks to control people while TQM empowers people.