TOTAL QUALITY & PERFORMANCE MANAGEMENT Essay Example | Topics and Well Written Essays - 2000 words

TOTAL QUALITY & PERFORMANCE MANAGEMENT - Essay Example This requires regular monitoring of organizational success and measuring performance. Internationalization and globalization has increased the importance of rethinking of the performance measurement system. Edgar Schein defines culture as a pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid and, therefore, to be taught to new members as the correct way you perceive, think, and feel in relation to those problems (cited by Nellen, n.d.). Schein further emphasizes that organizational culture is the key to organizational excellence... and the function of leadership is the creation and management of culture. Culture differentiates one organization from another and provides a sense of identity. Change according to the ancient Greeks was tampering with the basic character of things and was a sure path to disaster. Modern western culture, however, thinks change is a means to bend fate to ones ends (Kanter et al., 1992 cited by Appelbaum et al., 1998). Globalization, internationalization and the challenge to meet international needs have made change a standard business practice to meet long term organizational goals. This paper will discuss the relationship between performance measurement, organizational culture and change management at Marriott Hotels. It will further demonstrate how performance measurement and management ultimately impacts the organizational excellence. Marriott International has always been known as an employee-oriented family atmosphere organization. As service expectation of the existing customers and potential customers have gone up, and as total quality management (TQM) is a management philosophy based on continuous improvement, Marriott felt the need to consider TQM in their company to be able to