The role of emplyees in the application of total quality management (a survey in the Ministry of Industry and Commerce)

The fact Management has witnessed a considerable change with the effect of different transformation processes in time. New management models have emerged as a response to new problems stemmed from these processes. Total Quality Management (TQM), rooted in the 1950s, became efficient in the 1980s and emerged as a new management system. The focus of TQM is primarily on "quality" and "individual"._In TQM, human being factor - considered only as the user of machines by the classical system, exists in every stage of production and, also, is the decisive element of the system. TQM is human being based and this becomes apparent because of its focus on concepts such as consumer satisfaction, team work, internal costumer and external consumer. This study is an attempt to examine the role and importance of employees (internal consumers) at carrying out TQM. The study also tries to find out the efficiency of some factors, including training, communication, appreciation, prize, and performance control, in employee satisfaction. Moreover, the support and leadership_of the top management in an efficient implementation of the TQM practice is also underlined A survey among the employees of the Ministry of Industry and Commerce to determine efficiency of the roles and importance of employees in the TQM practice was conducted and its results were interpreted. The employees of the Ministry play an active role at the implementation of the TQM practice. However, it has also become clear that there are some deficiencies with regard to the devolution of power, award, performance control, training and communication in respect of employees' satisfaction.