Total Quality Management: Excerpt by Mark Sickmiller

TOTAL QUALITY MANAGEMENT: SETTING DRIVERS UP FOR SUCCESS, ONE CLASS AT A TIME

EXCERPT FROM MARK SICKMILLER, DRIVER DEVELOPMENT MANAGER

Driver TQM is a oneday course designed to provide our professional drivers a better understanding of TMC’s performance-based pay system. It was started by Joe Kinsey, TMC’s Quality Advisor, in the 90’s and has been attended by thousands of drivers. As Joe explains it, TQM is driven by a passion for continuous improvement towards the goal of Destination: Excellence. A driver who completes TQM gains the knowledge to capitalize on our performance-based pay system by maximizing opportunities. Through PowerPoint presentations, in-class exercises, and team sessions, TQM teaches drivers the importance of measuring and tracking their performance, setting specific goals toward success, developing strategies to achieve those goals, and earning premium pay for their hard work. Further, TQM shows drivers the ‘behind the scenes’ working components of the profession and how the economy affects decision making. Finally, TQM identifies personal attributes prosperous drivers possess, such as self-discipline, self-control, integrity, enthusiasm, and the art of proactive thinking. TQM examines TMC’s Driver Certification Program, which is the platform of our performance-based pay program. In TQM, drivers are shown using actual data, how choices on the road produce significant financial gains. Practical time management scenarios are just one example. The data proves that drivers who take TQM earn significantly more with TMC, and are able to maximize home time. Our valued customers recognize and appreciate TQM trained drivers because they appreciate the importance of on-time delivery, customer service, and customer satisfaction.