TQM by Prof. Raghavendran.V 1 Leadership in TQM By Prof. Raghavendran.V
Leadership (Open Class Discussion) TQM by Prof. Raghavendran.V 2 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. TQM by Prof. Raghavendran.V 3
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. TQM by Prof. Raghavendran.V 4
Characteristics of Quality Leaders: Customer contact and care Treatment to subordinates Emphasis on improvement Emphasis on prevention Collaboration and competition Coaches rather than bosses TQM by Prof. Raghavendran.V 5
Characteristics of Quality Leaders: Learning from problems Good communication skills Commitment to quality Vendor selection Council organization system Encourage, recognize and appreciate. 6 TQM by Prof. Raghavendran.V
7 Habits of highly effective people 7 TQM by Prof. Raghavendran.V
7 Habits Be proactive Begin with the end in mind Put first things first Think win-win Seek first to understand, then to be understood Synergy Sharpen the saw (renewal) 8 TQM by Prof. Raghavendran.V
ETHICS 9 TQM by Prof. Raghavendran.V
Ethics It is a body of principles or standards of human conduct that govern the behavior of individuals and organizations. 10 TQM by Prof. Raghavendran.V
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. 11 TQM by Prof. Raghavendran.V
Deming’s Philosophy 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. 12 TQM by Prof. Raghavendran.V
Deming’s Philosophy 14 principles are listed below: Create consistency of purpose with the plan Adopt the new philosophy of quality Stop dependence on mass production End the practice of choosing the suppliers based solely on price 13 TQM by Prof. Raghavendran.V
Deming’s Philosophy Identify the problems and work continuously to improve the system Adopt modern methods of training on the job Changes the focus from production number (Quantity to Quality) Drive out fear, create trust and create a environment for individuals Break down the barriers between the department & Individual 14 TQM by Prof. Raghavendran.V
Deming’s Philosophy Stop requesting improved productivity without providing methods to achieve the same Eliminate work standards that prescribe numerical quotas Remove barrier to pride of workmanship Institute vigorous education and retraining Create a structure in top management that will emphasize on the proceeding above thirteen points every day. 15 TQM by Prof. Raghavendran.V
To memorize these principles CASE Internal Assessment CDBus Stop ERICson 16 TQM by Prof. Raghavendran.V
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
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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
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CUSTOMER SATISFACTION Who is a customer? & Why we have to satisfy? TQM by Prof. Raghavendran.V 19
A Customer can be defined as “ One who purchases product or service” TQM by Prof. Raghavendran.V 20 Commodity or Service Provider Purchase Transaction Customer or User
Customer satisfaction organizational diagram TQM by Prof. Raghavendran.V 21
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 TQM by Prof. Raghavendran.V 22
CUSTOMERS PERCEPTION ON QUALITY
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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 TQM by Prof. Raghavendran.V 24
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. TQM by Prof. Raghavendran.V 25
TQM by Prof. Raghavendran.V 26 Employee involvement in quality & productivity
Employee involvement refers to any activity by which employees participate and contribute for TQM. Employee involvement like Sharing of information Providing inputs on work related problems Making suggestions Self directed responsibilities such as setting goals, making decisions & solving problems TQM by Prof. Raghavendran.V 27
Motivational theories Maslow’s hierarchy needs Herzberg's two factor theory TQM by Prof. Raghavendran.V 28
Maslow’s motivational theory
Survival: 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.
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Maslow’s motivational theory TQM by Prof. Raghavendran.V 30 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. TQM by Prof. Raghavendran.V 31
Motivator-Hygiene theory: TQM by Prof. Raghavendran.V 32 Dissatisfaction High A B C D Low High Satisfaction
Simplification of the process
Rewarding the idea
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Role of motivation Verbal appreciation in public Certificates and Plaques Cash award Get together, dinners party Holiday trips & many more. TQM by Prof. Raghavendran.V 34
Assignment time: submission on 2nd September’ 2011 Explain in detail about Deming philosophy. Brief out any 5 leaders of you know Explain in detail motivational theories Explain the benefits of employees involvement Define team and explain different types of team TQM by Prof. Raghavendran.V 35
TQM by Prof. Raghavendran.V 36 End of module 2 By Prof. Raghavendran.V