Abstract

The case focuses on the need for conveying the objectives of a Total Quality Management (TQM) program to employees to ensure its success. It discusses various reasons for employee resistance to change and throws light on the conflict that arises between employees and the organization when employees are not convinced of the objectives of the TQM program. The case examines the way in which change can be managed effectively and also discusses the role of a leader in the successful implementation of TQM

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the need for Total Quality Management (TQM) in insurance organizations
• and Discuss the role of a leader in making TQM a success in an organization.

Keywords

Conveying, objectives, Total Quality Management, TQM, employees, ensure, success, reasons, employee, resistance, change, conflict, employees, organization, managed effectively