TQM Unit 2
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This document discusses leadership and quality management. It describes characteristics of quality leaders, including customer focus, treatment of subordinates, and emphasis on improvement. It also outlines Deming's 14 principles, such as creating consistency, adopting a quality philosophy, and eliminating fear. Finally, it discusses the importance of employee involvement in quality through motivation, feedback, and empowerment.
TQM Unit 2
- 1. TQM by Prof. Raghavendran.V1Leadership in TQMBy Prof. Raghavendran.V
- 2. Leadership (Open Class Discussion)TQM by Prof. Raghavendran.V2Is that leaders are made or born!!!
- 3. LeaderA 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.V3
- 4. LeadershipThe 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.V4
- 5. Characteristics of Quality Leaders:Customer contact and careTreatment to subordinatesEmphasis on improvementEmphasis on preventionCollaboration and competitionCoaches rather than bossesTQM by Prof. Raghavendran.V5
- 6. Characteristics of Quality Leaders:Learning from problemsGood communication skillsCommitment to quality Vendor selectionCouncil organization systemEncourage, recognize and appreciate.6TQM by Prof. Raghavendran.V
- 7. 7 Habits of highly effective people7TQM by Prof. Raghavendran.V
- 8. 7 HabitsBe proactiveBegin with the end in mindPut first things firstThink win-winSeek first to understand, then to be understoodSynergySharpen the saw (renewal)8TQM by Prof. Raghavendran.V
- 9. ETHICS9TQM by Prof. Raghavendran.V
- 10. EthicsIt is a body of principles or standards of human conduct that govern the behavior of individuals and organizations.10TQM by Prof. Raghavendran.V
- 11. Deming’s PhilosophyAccording 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.11TQM by Prof. Raghavendran.V
- 12. Deming’s PhilosophyHe 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.12TQM by Prof. Raghavendran.V
- 13. Deming’s Philosophy14 principles are listed below:Create consistency of purpose with the planAdopt the new philosophy of qualityStop dependence on mass productionEnd the practice of choosing the suppliers based solely on price13TQM by Prof. Raghavendran.V
- 14. Deming’s PhilosophyIdentify the problems and work continuously to improve the systemAdopt modern methods of training on the jobChanges the focus from production number (Quantity to Quality)Drive out fear, create trust and create a environment for individualsBreak down the barriers between the department & Individual14TQM by Prof. Raghavendran.V
- 15. Deming’s PhilosophyStop requesting improved productivity without providing methods to achieve the sameEliminate work standards that prescribe numerical quotasRemove barrier to pride of workmanshipInstitute vigorous education and retrainingCreate a structure in top management that will emphasize on the proceeding above thirteen points every day.15TQM by Prof. Raghavendran.V
- 16. To memorize these principlesCASE Internal Assessment CDBus Stop ERICson16TQM by Prof. Raghavendran.V
- 17. Quality councilIn 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.
- 18. Develop a long term(Strategic) plan with goals and annual quality program with objectives17TQM by Prof. Raghavendran.V
- 19. DutiesCreate the total education and training plan
- 20. Determine and continually monitor the cost of the poor quality
- 21. Determine the performance measures for the organization, approve those for the functional areas and monitor them
- 22. Continually determine those project that improve the process, that affect customer( I&E)
- 23. Establish multifunctional project or work group and monitor their progress
- 24. Establish and revise the recognition & reward system18TQM by Prof. Raghavendran.V
- 25. CUSTOMER SATISFACTIONWho is a customer?& Why we have to satisfy?TQM by Prof. Raghavendran.V19
- 26. A Customer can be defined as “ One who purchases product or service”TQM by Prof. Raghavendran.V20Commodity or Service ProviderPurchase TransactionCustomer or User
- 27. Customer satisfaction organizational diagramTQM by Prof. Raghavendran.V21
- 28. Seller’s ViewImportant people in businessWe are dependent on themNot interruption in our workPurpose of the businessDoing Favor by doing businessPart of the businessThey are our livelihoodTQM by Prof. Raghavendran.V22
- 29. CUSTOMERS PERCEPTION ON QUALITYPERFORMANCE
- 30. FEATURES
- 31. SERVICES
- 32. WARRANTY
- 33. PRICE
- 34. REPUTATION TQM by Prof. Raghavendran.V23
- 35. Customer’s complaintInvestigate customer’s experiences about the product or services.Develop the complaint resolution, including empowering front line personnelAnalyze complaintsEliminate the root cause by identifying the processCommunicate complaint & results of all investigation and solutions within organizationIdentify the customers’ in the beginning. This will ideal solutionTQM by Prof. Raghavendran.V24
- 36. Feed backCustomer feedback enables To find out customer dissatisfactionTo find out relative priorities of quality of products and serviceCompare performance with competitorsIdentify customers requirementDetermine opportunities for improvementAssist in developing new products and service.TQM by Prof. Raghavendran.V25
- 37. TQM by Prof. Raghavendran.V26Employee involvement in quality & productivity
- 38. Employee involvement refers to any activity by which employees participate and contribute for TQM.Employee involvement likeSharing of informationProviding inputs on work related problemsMaking suggestionsSelf directed responsibilities such as setting goals, making decisions & solving problemsTQM by Prof. Raghavendran.V27
- 39. Motivational theoriesMaslow’s hierarchy needsHerzberg's two factor theoryTQM by Prof. Raghavendran.V28
- 40. Maslow’s motivational theorySurvival: means food clothing and shelter which are provided by organization.
- 41. Security: safe working place and job security and ergonomically feasible.
- 42. Social: Opportunity should provided to be a part of group/team by feeling important and needed will motivate that person.
- 43. Esteem: it relates pride and self worthiness.
- 44. Self actualization: Individuals should not be curbed his growth.TQM by Prof. Raghavendran.V29
- 45. Maslow’s motivational theoryTQM by Prof. Raghavendran.V30Food, clothing and shelter & other basic needsSafety working place, job securityOpportunity to our group/teamPride, self worth, valuesJesus, Allah, Govinda
- 46. 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.V31
- 47. Motivator-Hygiene theory:TQM by Prof. Raghavendran.V32DissatisfactionHighABC DLowHighSatisfaction
- 49. Removing fear
- 50. Simplification of the process
- 52. Rewarding the ideaTQM by Prof. Raghavendran.V33
- 53. Role of motivationVerbal appreciation in publicCertificates and PlaquesCash awardGet together, dinners partyHoliday trips & many more.TQM by Prof. Raghavendran.V34
- 54. Assignment time: submission on 2nd September’ 2011Explain in detail about Deming philosophy.Brief out any 5 leaders of you knowExplain in detail motivational theoriesExplain the benefits of employees involvementDefine team and explain different types of teamTQM by Prof. Raghavendran.V35
- 55. TQM by Prof. Raghavendran.V36End of module 2By Prof. Raghavendran.V