Experiences with a Consulting Engineering Application of TQM

ABSTRACTIntegrating management and staff training in interpersonal skills with training in TQM concepts and problem-solving techniques is essential for success in a service organization. This effort to apply TQM to a 1,500-person, 32-office engineering and architecture firm began by training quality improvement teams in three offices. By initially focusing on a limited number of projects, we learned to apply TQM concepts within the context of our organization. These successful pilot projects converted the skeptics, and the process is now being expanded. TQM team members report increased self-confidence, communication, and conflict resolution skills. Specific improvements in work processes have been achieved, and, most importantly, our clients have been so pleased with the results that several of them have adopted TQM for their organizations and have referred new clients to us.