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This is another challenge to overcome. In the first year of implementing Total Quality Management(TQM) it is practically impossible to eliminate fear. Many people are afraid that they will lose their jobs if TQM is implemented. In fact, people frequently say that,"if they eliminated the errors in this organization, what would I do?" Also, after they have looked at a flowchart and see the amount of rework that has to be done, they will realized that if the process was done right the first time, it would require fewer people. For front-liners, it's often the fear of losing their job. For managers, it is the fear of losing their job; and in many cases, the fear of losing power and control over people. I addressed this issue by making a claim that there was plenty of work to be done in the organization.
One of the most effective methods for driving out fear is to increase the knowledge and skills of workers. Fear comes from the loss of something important, such as a job or power. What reduces fear is the self-image individuals have regarding their professional knowledge and skills. Treating all organization members as professionals, investing in their education, and improving their skills is a major step forward in driving out fear. Once the organization members know the organization is serious about putting the customer first and that you allow accurate and meaningful data will drive decisions in the organization, they will gradually begin to build their trust in the organization.
Driving out fear is a low incremental process. Managers will try to sabotage TQM efforts by constantly reminding teams that they can go ahead and meet but they better meet standards and achieve their quotas. Usually managers who are against the TQM initiative will wait for the team to experience some difficulty and then sit back, laugh and say,"see, I told you so. They can't work together."
Building trust often requires taking two steps forward and one step back. Fear disappears only by practicing the principles of Total Quality Management. When the focus is on correcting the system and not correcting people, fear in the organization will dissipate.
