Organizational Behavior Case Study
SANDALIAS FINAS DE CUERNAVACA, S.A. TOTAL QUALITY MANAGEMENT (TQM)
A Case Study
Student name, school and level, remain confidential
March 11th, 2008
Organizational Behavior – Dr. Panayotis Zamaros
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Table of Content
1. Introduction………………………………………………………………..…..3
2. Presentation of the Problem………………………………………………..4
3. Presentation of the Solution: Total Quality Management (TQM) …………………………………………5
4. Analysis of the Solution: Is TQM compatible with Mexican culture?......................................7
5. Conclusion…………………………………………………………………….13
6. References……………………………………………………………….……14
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1. Introduction How does a need for Change affect Organizational Behaviour main features: Management concerns, Leadership style, conflict management, decision making process and motivation? Total Quality Management (TQM) is one way of conducting organizational change into a continuous process of quality improvement toward customer satisfaction and survival into a competitive world. Can TQM be applied to an organization with any culture? What are the conditions for a good implementation of TQM? In this paper, we will try to analyse through a Case Study the conditions for changes thanks to a TQM system and the effect of such a system on the Organizational Behaviours – at a large scale - in a Shoes Manufacturing firm in Cuernavaca, Mexico. In a first part, we will present the problem that this firm meets in the Case Study and in a second part we will present the solution proposed - the TQM system - by the owner of the company to solve his efficiency problem and analyse the compatibility of the solution with the organizational culture of the company and finally we will conclude with the main learnings of this analysis.
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2. Presentation of the Problem Sandalias Finas de Cuernavaca S.A. is a small sandal factory based in Cuernavaca, Mexico. It has been purchased in 1976 by John Kortright, a Canadian citizen, graduated in Canada and married with a Mexican woman. In
A Case Study
Student name, school and level, remain confidential
March 11th, 2008
Organizational Behavior – Dr. Panayotis Zamaros
-1-
Table of Content
1. Introduction………………………………………………………………..…..3
2. Presentation of the Problem………………………………………………..4
3. Presentation of the Solution: Total Quality Management (TQM) …………………………………………5
4. Analysis of the Solution: Is TQM compatible with Mexican culture?......................................7
5. Conclusion…………………………………………………………………….13
6. References……………………………………………………………….……14
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1. Introduction How does a need for Change affect Organizational Behaviour main features: Management concerns, Leadership style, conflict management, decision making process and motivation? Total Quality Management (TQM) is one way of conducting organizational change into a continuous process of quality improvement toward customer satisfaction and survival into a competitive world. Can TQM be applied to an organization with any culture? What are the conditions for a good implementation of TQM? In this paper, we will try to analyse through a Case Study the conditions for changes thanks to a TQM system and the effect of such a system on the Organizational Behaviours – at a large scale - in a Shoes Manufacturing firm in Cuernavaca, Mexico. In a first part, we will present the problem that this firm meets in the Case Study and in a second part we will present the solution proposed - the TQM system - by the owner of the company to solve his efficiency problem and analyse the compatibility of the solution with the organizational culture of the company and finally we will conclude with the main learnings of this analysis.
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2. Presentation of the Problem Sandalias Finas de Cuernavaca S.A. is a small sandal factory based in Cuernavaca, Mexico. It has been purchased in 1976 by John Kortright, a Canadian citizen, graduated in Canada and married with a Mexican woman. In
References: Seijjts, Gerard, Cases in Organizational Behavior, Ivey, Sage Publications, 2006 Zamaros, Panayotis, Organizational Behavior: Notes from Organizational Research, 2008 http://home.att.net/iso9k1/tqm/tqm.html (09.03.08) http://improve.org/tqm.html (09.03.08) http://www.logistikk-ledelse.no/2000/kv/kv1-01.htm (11.03.08) - 14 -