Helping Those Who Help Others

Article

Sinha, Madhav N.   (1997, ASQ)   Manitoba Labor, Winnipeg, Canada

Quality Progress    Vol. 30    No. 7
QICID: 13254    July 1997    pp. 37-41
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Article Abstract

Charitable nonprofit organizations (NPOs) can take advantage of total quality management (TQM), but there are challenges to overcome. A quality team from ASQ's Manitoba Section surveyed executives of 50 Canadian charitable NPOs. None of the 34 responses rated high-quality service as valuable in the human care field. They rated quality below their concerns about donations, operations costs, and timeliness of service delivery. The Manitoba team then voluntarily trained and helped implement TQM at some Canadian charities. Their challenges included a fear of change, which they reduced by noting that change is an opportunity, especially for services that are badly needed. The challenge of NPOs seeing themselves as different was overcome by explaining that an organization with customers needs planning, control, and process improvement. Challenges also included a reliance on moral vision, which needs to be supplemented by economic vision. High operating costs for charities should be reduced by cutting poor-quality costs. Charities must realize that their customers include the needy as well as internal customers like patrons and trustees and external customers like donors and the government. Other keys to TQM include: managing by facts; understanding work processes; training in TQM and problem solving; quick successes in the early stages of TQM implementation; developing NPOs into learning organizations; and involvement of NPO top management, quality professional volunteers, and stakeholders like the government and big corporations.

Keywords

Community quality improvement,Cultural change,Government,Vision,Nonprofit organizations,Total Quality Management (TQM),Implementation


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