Several folks have made valuable points here, but in particular John Bing
raises some intriguing issues regarding the relevance of TQM to museums.  He
points out that museums don't have the same kind of production line approach
as many firms adopting TQM principles.  Perhaps, but I think that's an
overstatement in two respects.  First, the basis of TQM is instilling a
different ethic based on ownership and responsibility, all phrased in terms
of a defined mission--what's not to like there?  In many cases museums may
be ahead of the private sector in this regard.  Security guards noticing
dermestid casings, or maintenance staff learning about the exhibits, or
curators picking up a spray bottle and cleaning the glass are all positive
steps where employees step beyond their narrowly defined roles to maintain
and promote excellence.  Those kinds of emphases are constant and daily,
even if they're set in the context of changing shows.  But more broadly, the
experience economy doesn't have the equivalent of an ISO certification
process.  Museums need to find the equivalent of TQM strategies, and as long
as that's done intelligently and not as a cookie-cutter solution, the
aspects of TQM with relevance will be transferred, those that don't fit will
be winnowed away.

That said, when you whittle such approaches down to bare essentials, you're
normally left with: 1) everyone needs to know and understand the mission; 2)
everyone needs to communicate effectively and efficiently; and 3) everyone
needs to understand their role in that mission, and feel comfortable
recommending ways to promote that mission at all levels of organization.  In
most of the cases where TQM and related strategies have been successful,
it's not a new approach applied from above to the workforce, but a change at
all levels to achieve those core goals.

For what it's worth, I think given your size and needs, your best bet might
be to review TQM procedures and do what museums do best--steal what works.

AB


____________________________________

Alex W. Barker, Curator of Archaeology
Dallas Museum of Natural History
PO Box 150349 Dallas, TX 75315-0349
(214) 421-3466 ext. 244 [log in to unmask]

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