Quality Management

1. PRINCIPLES OF TQM–I Lesson 7

2. LEADERSHIP
DEFINITIONS
[Chemers MM
2002
Process of social influence in which one person can enlist the
aid and support of others in the accomplishment of a common
task.
Alan Keith Leadership is ultimately about creating a way for people to
contribute to making something extraordinary happen.
Ken "SKC"
Ogbonnia
Effective leadership is the ability to successfully integrate and
maximize available resources within the internal and external
environment for the attainment of organizational or societal
goals.
Ann Marie E.
McSwain
Leadership is about capacity: the capacity of leaders to listen
and observe, to use their expertise as a starting point to
encourage dialogue between all levels of decision-making, to
establish processes and transparency in decision-making, to
articulate their own values and visions clearly but not impose
them. Leadership is about setting and not just reacting to

3. CUSTOMER SATISFACTION
Customers want to get their money's worth from a product or service.
Users If the user of the product is different than the purchaser, then
both the user and customer must be satisfied, although the
person who pays gets priority.
Company
philosophy
Providing them value for what they buy and the quality they
expect will get more repeat business.
Internal
customers
A worker provides a product or service to his or her supervisors.
If the person has any influence on the wages the worker receives,
that person can be thought of as an internal customer.
Chain of
customers
Each improving a product and passing it along until it is finally
sold to the external customer.
Satisfy the
supplier
Which is the person or organization from whom you are
purchasing goods or services
External suppliers Providing them with clear instructions and requirements and then

4. EMPLOYEE AND INVOLVEMENT
Keep workers happy and productive
Get better work The reason to do this is to get more productivity out of the
workers, as well as to keep the good workers.
Empower workers To allow them to make decisions on things that they can
control.
Continuous
improvement
You can never be satisfied with the method used, because
there always can be improvements.
Working smarter, not
harder
Some companies have tried to improve by making
employees work harder. This may be counter-productive.
Worker suggestions They can provide suggestions on how to improve a process
and eliminate waste or unnecessary work.
Quality methods such as just-in-time production, variability reduction, and
poka-yoke that can improve processes and reduce waste