TQM Unit 2

TQM by Prof. Raghavendran.V 1

LEADERSHIP IN TQMBy Prof. Raghavendran.V


Leadership (Open Class Discussion)

Is that leaders are made or born!!!


Leader

A leader is one who heads an organization or a department or group of people to carryout certain tasks assigned to them or accepted by them as a single entity, to the satisfaction of one and all.


Leadership

The ability of a leader to manage or lead the group of people effectively to carryout the task.

According to the James McGregor a leader is one instills purposes, not one who controls the team member by brute force.

According to the “Malcolm Baldrige National Quality Award”, “An organization’s senior leader should set directions and create customer focus, clear & visible values, and high expectations”. The directions, values & Expectations should balance the needs of all stake holders.


Characteristics of Quality Leaders:

1.Customer contact and care2.Treatment to subordinates3.Emphasis on improvement4.Emphasis on prevention5.Collaboration and

competition6.Coaches rather than

bosses


Characteristics of Quality Leaders:

7. Learning from problems8. Good communication skills9. Commitment to quality10. Vendor selection11.Council organization system12.Encourage, recognize and

appreciate.


7 HABITS OF HIGHLY EFFECTIVE PEOPLE


7 Habits

Be proactiveBegin with the end in mindPut first things firstThink win-winSeek first to understand, then to be

understoodSynergySharpen the saw (renewal)


ETHICS


Ethics

It is a body of principles or standards of human conduct that govern the behavior of individuals and organizations.


Deming’s Philosophy

According to Deming's definition Quality is the predictable degree of uniformity and dependability, at low cost and suited to the market.

As per his teaching 96% of the variations have common causes and 4% has special variations.



He viewed that statistic has management tool and relied on SPC as mean of variations in a process.

Deming’s chain reaction: As quality improves, cost decreases and productivity increase resulting in more jobs, greater market share and long term survival.



14 principles are listed below:

1. Create consistency of purpose with the plan

2. Adopt the new philosophy of quality3. Stop dependence on mass

production4. End the practice of choosing the

suppliers based solely on price



5. Identify the problems and work continuously to improve the system

6. Adopt modern methods of training on the job

7. Changes the focus from production number (Quantity to Quality)

8. Drive out fear, create trust and create a environment for individuals

9. Break down the barriers between the department & Individual



10.Stop requesting improved productivity without providing methods to achieve the same

11.Eliminate work standards that prescribe numerical quotas

12.Remove barrier to pride of workmanship

13. Institute vigorous education and retraining

14.Create a structure in top management that will emphasize on the proceeding above thirteen points every day.


To memorize these principles

CASE Internal Assessment CD Bus Stop ERICson


Quality council

In order to build quality into the culture, a council is established to provide overall direction and it is driver of the TQM engine.

Duties of the quality council are: Develop, with input from all personnel, the

core values, vision, mission statement and quality policy statement.

Develop a long term(Strategic) plan with goals and annual quality program with objectives


Duties

Create the total education and training plan Determine and continually monitor the cost of

the poor quality Determine the performance measures for the

organization, approve those for the functional areas and monitor them

Continually determine those project that improve the process, that affect customer( I&E)

Establish multifunctional project or work group and monitor their progress

Establish and revise the recognition & reward system


CUSTOMER SATISFACTION

Who is a customer?

&

Why we have to satisfy?


A Customer can be defined as “ One who purchases product or service”

Commodity or Service Provider

Customer or User

Purchase Transaction


Customer satisfaction organizational diagram

Customers

Front line representatives

Functional operational

areas

Senior Managers

CEO


Seller’s View

Important people in business We are dependent on them Not interruption in our work Purpose of the business Doing Favor by doing business Part of the business They are our livelihood


CUSTOMERS PERCEPTION ON QUALITYPERFORMANCEFEATURESSERVICESWARRANTYPRICEREPUTATION


Customer’s complaint

Investigate customer’s experiences about the product or services.

Develop the complaint resolution, including empowering front line personnel

Analyze complaints Eliminate the root cause by identifying the

process Communicate complaint & results of all

investigation and solutions within organization Identify the customers’ in the beginning. This

will ideal solution


Feed back

Customer feedback enables To find out customer dissatisfaction To find out relative priorities of quality of

products and service Compare performance with competitors Identify customers requirement Determine opportunities for

improvement Assist in developing new products and

service.


EMPLOYEE INVOLVEMENT IN QUALITY & PRODUCTIVITY


Employee involvement refers to any activity by which employees participate and contribute for TQM.

Employee involvement likei. Sharing of informationii. Providing inputs on work related problemsiii. Making suggestionsiv. Self directed responsibilities such as

setting goals, making decisions & solving problems


Motivational theories

I. Maslow’s hierarchy needsII. Herzberg's two factor

theory


Maslow’s motivational theorySurvival: means food clothing and shelter

which are provided by organization.Security: safe working place and job

security and ergonomically feasible.Social: Opportunity should provided to be

a part of group/team by feeling important and needed will motivate that person.

Esteem: it relates pride and self worthiness.

Self actualization: Individuals should not be curbed his growth.


Maslow’s motivational theory

Survival

Security

Social

Esteem

Self actualization

Food, clothing and shelter & other basic needs

Safety working place, job security

Opportunity to our group/team

Pride, self worth, values

Jesus, Allah, Govinda


Herzberg’s motivator-hygiene theory:He argued that there are 2 sets of

needs. i.e. motivators (growth needs), which relates to job we perform, and sense of our achievement as a result of performing them.

Second set is known as hygiene, relates to work environment and based in the human need to avoid pain.


Motivator-Hygiene theory:

A B

C D

Satisfaction

Dissatisfaction

High

Low

High


Suggesting system:

Being ProgressiveRemoving fearSimplification of the processResponding quicklyRewarding the idea


Role of motivation

1. Verbal appreciation in public2. Certificates and Plaques3. Cash award4. Get together, dinners party5. Holiday trips & many more.


Assignment time: submission on 2nd September’ 20111. Explain in detail about Deming

philosophy.2. Brief out any 5 leaders of you know3. Explain in detail motivational

theories4. Explain the benefits of employees

involvement5. Define team and explain different

types of team


END OF MODULE 2By Prof. Raghavendran.V

Business

TQM Unit 2