The new buzzword in today's business circles is Total Quality Management or TQM. In essence, it means teamwork. And the concept is just as applicable in large corporations as it is in small businesses with a handful of employees.

The goal of TQM is to please the customer. A "dictator" management style will be less likely to accomplish TQM than will a "teamwork" approach.

Every employee wants to feel good about his or her role in the business. Think about a job that you came to detest because of a lack of appreciation. You resented the boss ... you loathed Sunday nights, for it brought on Monday morning.

Now think of a boss you've had who made you feel so good that you were glad to go the extra mile. Overtime? No problem. Because you knew the boss would come through for you.

Many managers handle problems single-handedly with this typical thinking: "If I can't do it, no one can," or "If this can't get done, my neck is on the chopping block." This management style does not allow employees to utilize their skills. To make the system run smoothly, management needs to tap into those vast human resources.

And what is that system? Teamwork. A team of employees can make a manager's job much easier. Some supervisors are put off by the teamwork concept, believing it undermines their authority. On the contrary, when properly applied, teamwork enhances the cooperation between subordinates and supervisors.

The idea of TQM also can scare employees. Buzzwords and catch phrases turn some people off, especially those traditionalists who are "used to doing it the way we've always done it."

How a manager introduces TQM also can make a difference. Let your people know that you are not changing the way they have to do their jobs - rather you are empowering them to improve their work situations. By listening to your workers, you are showing them that you respect them and the jobs they do. You are becoming partners in meeting the goals of your business.

By giving your employees the opportunity to offer constructive suggestions and by helping them to understand what is going on, you are instilling a pride that will be reflected in the work they do.

TQM is a process that involves everyone in the goal of achieving a quality organization. Eliciting ongoing feedback and delegating responsibility will allow employees to act upon that responsibility rather than having management constantly interfering in their work.

Here are six ways managers can elicit feedback:

1. Place a suggestion box in a common employee area. Allow writers to remain anonymous if they so choose. Always follow up on suggestions, no matter how trite they seem. Inform the staff that you have read the suggestions and promote discussion of the ideas presented.

2. Ask senior personnel to list obstacles they face in getting their jobs done well. Make sure they get feedback from co-workers.

3. Get out of your office and spend time among the people on the floor. Ask if there is anything you might do to help them in their jobs.

4. Give your people a pat on the back, even for the smallest accomplishments. Tell them how much you appreciate their efforts. Don't wait for the annual review or raise time.

5. Inform employees that they now have a chance to make their work easier and more productive. Don't promise or even suggest something you cannot guarantee. Let them know you'll do your best for them, but if you can't guarantee it, let them know.

6. Ask your employees to get feedback from your customers. After all, the ultimate goal of TQM is customer satisfaction.

These steps can help foster a feeling of kinship between you and your employees, which is the key to getting TQM off the ground.

Traditionally, workers have felt the boss is just waiting to catch them doing something wrong. TQM helps change that mindset by emphasizing that it is not the boss vs. the employees, but the boss with the employees. By working together toward the common goal of a successful business, everyone will benefit. With TQM, the management will "catch the employees doing things right" and praise them for it.

The biggest step in winning employees over is gaining the trust of the natural leaders in your employ. These people can have more influence on the other employees than do supervisors. How do you identify leadership qualities? Keep an eye out for people who are fast learners, those who help new workers learn their jobs, those who don't have to be told what to do before they take action and people who are willing to solve problems on their own.

Your target for TQM should be to increase quality production and service at the lowest possible cost and satisfy your customers by having everyone in the company take responsibility for the quality of their work.

Look to others who have already implemented TQM and seek out what knowledge they have to share. Educate yourself by reading up on the TQM concept in business journals.

Make your goal clear: to trust your people as they must trust you. Everyone has to be willing to give or receive feedback without fear, criticism or reprisal. A workplace built on trust and a desire for improvement is a workplace of winners. TQM can bring a win/win situation to your workplace.

It's a well-established fact that workers are not solely motivated by money. For most people, a feeling of accomplishment and satisfaction is just as important as monetary compensation. By encouraging feedback, self-initiative and creativity, workers will have these priorities met, becoming more enthusiastic and productive as a result.

If the employees are happy and feel good about their jobs, it will reflect in the effort they put into those jobs - ultimately resulting in customer satisfaction.

And that's the bottom line.