"he wants us to actively involve ourselves in finding ways to improve the packaging process but but we don't understand why we need to do it" Mr Shahid, the CEO of Alpha Manufacturing Company has instructed its top management officials to ensure implementation of TQM across the departments. This implementation is supposed to have started a year ago. During the quarterly meeting, all the different departments reported how they have done slowly the implementation of TQM philosophy and practices. However, Mr Yusuf, the head of the Packaging Department reported that he is having difficulty in making his subordinates follow the changes that are being implemented as a result of embracing the TQM. When employees of the department was asked, these were the responses: "he simply keeps on saying - we need to satisfy the customer but he doesn't explain how we can do it " " There was one instance that we see possible improvement in the process, but Mr. Shahid is saying that what we are doing is already good, so we don't need to change anything anymore" # sometimes he wants us to do something - but how can we do something we are not skilled to do? If we do something good in the department we don't even get recognized, how do you expect us to support him? Question: From the scenario given above, what do you think is the problem in the Packaging Department?