The role and importance of motivation in TQM success

Over the evolution of total quality management – TQM, the emphasis upon people has increased. Any organisation has to produce its outcomes through its people. Therefore, the key to quality performance is the organisation’s ability to motivate its people towards desired actions and behaviours and increase their level of quality consciousness. Based on a synthesis of the literature, this paper integrates the various hitherto disparate strands of thought into a pragmatic model of motivation which helps to direct us to precise management actions to create quality conscious actions and behaviours. The developed pragmatic model, called ‘the 5 ‘R’s of Motivation’ has 5 main constructs: requirements, resources, rewards and recognition, relationships, and responsibility. These constructs are conceptualised to emphasise embedding a strong belief in the people about the deep values and norms that define TQM and lead people to act out quality in their everyday work actions.