Lesson7
- 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