🚀 go-pugleaf

I've recently been named interim director of a (sort of!) TQM program.
I'm new to the field, new to the institution, and thought I'd turn to
the experts for some diagnosis/advice.

        The setting: the division of a public university that runs the business
side of the campus (accounting, HR, plant, custodial, et al).  About 500
employees.

        At start up 4 years ago, attendance was mandatory, employees were
assigned to groups, introductory TQM training was provided to all levels
of employees, group leaders (all volunteers) were trained in
facilitation.  Groups chose what to discuss at monthly meetings, and
major focus was just getting people talking and listening.  (From what
I've read, these types of teams used to be called quality circles.)

        Today, participation is voluntary, training is provided when requested
(infrequently), facilitator training is offered each year to both new
and repeat group leaders. Facilitators volunteer to lead a group on a
topic of their choice. A Steering Committee is supposed to validate
topics and provide direction, but this rarely happens so groups are left
to their own devices with no reporting requirements.  Perhaps
suprisingly, about one-third of the groups are actively trying to
improve a process or solve a problem. Solutions are slow in coming,
however, and implementation even slower.
Another third of the groups are just inching along, but working on a
problem.  The remainder, from what I see, just chat.

        When mandatory, participation was about 85% of all employees.  Now that
its voluntary, participation is at 50%.

        Is this the beginning of empowerment which will evolve toward
self-direction?  If so, what's the next stept?  And how should topics
for improvement be idenfitied, even if self-directed?  Or are we
wallowing in a parallel structure with little true decision making
power?

        My real question:  How can I benchmark the performance of this effort
with other successes and failures?  How do I know if we are going the
right direction?

        Sorry for the length!!

        TIA,  Teresa

Teresa Hartnett
Division of Business & Finance
U. of Memphis
thartntt@memphis.edu