True Total Quality Management (True TQM): The Opportunity To Optimise Productivity

Extensive personal experience in the USA and Australia has shown that Australians working in suitable work environments are capable of world class performance. To build such work environments, mining leaders need to ditch two common management approaches that have not succeeded. Firstly, stop relying on traditional methods of trying to change people's behaviour simply by using communication alone to change attitudes and then change behaviour. Analysis of human behaviour explains why this approach fails in all industries. Secondly, stop trying to improve productivity by just running harder and increasing capital investment. Understanding work processes explains why this approach has limited success. These two approaches underlie problems commonly mentioned by many Australian mining executives: • negative or inadequate attitudes prevailing among Australian miners and managers including the lack of ownership of business goals among people at many levels • inadequate development of managers and accountability • lack of a competitive advantage in an industry in which labour costs are around 50% of mine site cash costs at many mines, and, • logical, emotional and physical barriers to change.