The "ABC" of Common Sense

The idea of comparing the Total Quality Control process and Re- engineering with a daily routine has a main purpose: to transform a complex theory into a simple procedure. In the kitchen as well as at the office, what is important is to add to the same amount of theoretical concepts, a pinch of common sense, a lot of disposition to do things right from the beginning, leaving to each person' s taste the desire to change.

There has not been a chef who hasn't failed at least once while preparing one of his or her recipes, especially when trying it for the first time. The same happens among businessmen who have practiced Total Quality Control and Re-engineering without obtaining positive results. Something will always have to be said, to be refused or defended, according to the particular experience at each organization.

Three entrepreneurs shared with Gerencia their thoughts regarding each theory and how they put into practice their strategies in order to create a more effective management and a more human and productive business, in an endless process that until now offers great expectations .

José Toledo, co-owner and general manager of a chain of auto repair shops called Talleres Toledo, and Servi-Chrysler, Automecánica, Cidea and Servi-Nissan (all these auto repair shops as well), says that in order for TQM or re-engineering to affect change, a decision from the highest management level is required. This ads great power and leadership to face opposition from those who see in changes a threat to their present jobs.

Before starting with a re-engineering process, Incesa Standard, a regional branch of American Standard Inc., showed losses that reached between 25% and 27% of the total sales figures. According to the General Manager, Rodrigo Perera, these losses were caused by a lack of knowledge of the production process, which in turn caused manufacturing defects and lack of control. It was not until the American Standard Corporation decided to go through a re- engineering process , about a year ago, that the problems have been solved gradually and the loss percentage reduced by almost 50%.

Directors, managers and personnel of the Paiz Organization, whose main activity is managing a chain of supermarkets, have supported their changes on Total Quality Control to assure a successful re-engineering process. They started with Total Quality Control and 18 months later added a change in the Organization's structure.
As a consequence, the first goal was to convince all six thousand employees that they had to do things right from the first time and always. Afterwards, re-engineering let them transform a functional organizational chart into a process chart.

The recipes are in the books. These are not kitchen secrets but formulas to bring the best management mix out of your business' oven, in order to cook a re-engineering process or to prepare a Total Quality Control Culture, but when mixing ingredients, don't forget the personal touch that only you and your contributors can add, as Guatemalan entrepreneurs have been doing it so far.