TOTAL QUALITY MANAGEMENTLECTURE # 2:

Leadership by Muhammad Salman Jamil

Leadership is defined as individuals who are the leaders in an organization, regarded collectively. It is the activity of leading a group of people or an organization or the ability to do this.

According to James MacGregor Burns introduce the concept of leadership that a leader instill processes not control of brute force. It shaped the organizational psychology as well in setting specific behavior such as "leaders and followers raise one another to higher levels of morality and motivation“.

Transformational leaders offer a purpose that transcends short-term goals and focuses on higher order intrinsic needs.

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What is Leadership?

Leadership require intuitive understand of human behaviour with basic needs, wants & abilities of people. Below mentioned are some of important Leadership concepts are:

12 characteristics of quality leaders (refer pgs 30,31

Besterfield)

7 Habits of highly effective people ( Pgs. 32-39 Besterfield)

The Deming philosophy ( Pgs. 39-43 Besterfield)

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Leadership Concepts

Priority attention to external and internal customers needs Empower, rather than control, subordinates. Emphasize improvement rather than maintenance. Emphasize prevention. Encourage collaboration rather than competition. Train and coach, rather than direct and supervise. Learn from problems. When a problem exists. Continually try to improve communications. Continually demonstrate their commitment to quality. Selection of suppliers on the basis of quality. Establish organizational systems for quality effort. Encourage and recognize team effort.

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12 Characteristics of Leadership

Habit 1: Be Pro-Active : Principle of Personal Choice The term "proactive" as coined by Victor Frankl, its up to you that you are in

state of proactive or reactive in terms of responding. Sometimes it considered as blaming other people and circumstances for

obstacles or problems. Being proactive means taking responsibility for every aspect of your life. Between stimulus and response, we have the power of free will to choose our

response.

Habit 2: Begin with the end in mind: Principle of Personal Vision

This is about setting long-term goals based on "true north" principles that will guide your daily life. It is defined by a Personal Mission Statement .

It would help to Document your own vision in life, its difficult to implement

but essential.

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7 Habits of Highly Effective People: Stephen Covey

Habit 3: Put first things first• A framework for prioritizing work that is aimed at short-term goals• Some tasks that appear not to be urgent, are in fact very important.• Delegation is an important part of time management.• Successful delegation focuses on results and benchmarks that are agreed

upon in advance, rather than prescribed as detailed work plans.

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Habit 4: Think win-win (Public Victories) An attitude whereby mutually beneficial solutions are sought that satisfy the

needs of all parties involved. It is based on full of emotions are:UnderstandingAttend to little thingsCommitmentsClear expectationsPersonal integrity

Habit 5: Seek first to understand, then to be understood (Public Victories)

This habit is the most important principle of interpersonal relations. Effective listening is not simply echoing what the other person has said through

the lens of one's own experience. It is putting oneself in the perspective of the other person, listening empathically

for both feeling and meaning.

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Habit 6: Synergy

Find ways of working in teams. Apply effective problem solving. Apply collaborative decision making. Value differences. Build on divergent strengths. Leverage creative collaboration. Embrace and leverage innovation.

Habit 7: Sharpen the saw

Finally, the seventh habit is one of renewal and continual improvement, that is, of building one's personal capability.

To be effective, one must find the proper balance between actually doing and improving one's capability to do that which you value.

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It is defined as code of conduct of human behavior of individuals & organizations.

It is the principles, values and beliefs that define what is right and wrong behavior.

It is the process of influencing others to achieve goals.

Thus, we can define ethical leadership as the process of influencing people through principles, values and beliefs that embrace what we have defined as right behavior.

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There are numerous factors involved in identification of un-ethical behavior in different aspects.

I. Organizations are not considering point of view of stakeholders such as customers, employees etc.

II. Organizational rewards violate ethical standard for advertising.III. Organization sets multiple standard for employees for working

at home or at work place.IV. Managerial values of an organization hurts personal integrity.V. There is not much check & balance between position and

powers of an employee.VI. Organization’s investment on short term development

programs rather than long term and lack of knowledge of employee affecting business as well.

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Root cause of Un-Ethical behavior

Create and publish the aims and purposes of the organization Do you have clear goals for the organization communicated to all employees?

Learn the new philosophy How can everyone be empowered, feel a sense of ownership and share in the company’s

success? Understand the purpose of inspection

With everyone participating our goals are to deliver perfect quality to our customers Stop awarding business based on price alone.

We want to develop long term beneficial relationships with our suppliers. Improve constantly and forever the System

At all levels, everyone should be involved in continuous improvement activities every single day.

Institute training If all employees are learning and growing every day, competition will be only a figment of

our imagination

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DEMING PHILOSOPHY

Teach and institute leadership The leaders select the music, set the tone and insure that everyone is on board at every

moment. Drive out fear, create trust and create a climate for innovation

Ask your associates what they fear and then do whatever is necessary to get rid of it. Optimize the efforts of teams, groups and staff areas

Find ways to open communications between suppliers, customers and all employees. Eliminate exhortations for the work force

Value is placed on doing and demonstrating Eliminate numerical quotas for the work force

The method is balancing technology with people’s needs and aspirations and eliminating those non-value adding wastes.

Remove barriers to pride of workmanship Why come to work if it is not joyous?

Encourage education and self-improvement for all Ask and plan now for an ongoing continuous educational process to help everyone become

the best that they possibly can be. Take action to accomplish the transformation.

Ask Dr. Shingo would always “DO IT!”

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Deming - Continues

All are responsible for quality improvement especially the senior management & CEO’s

Senior management must practice MBWA Ensure that the team’s decision is in harmony with the quality statements of

the organization Senior TQM leaders must read TQM literature and attend conferences to be

aware of TQM tools and methods Senior managers must take part in award and recognition ceremonies for

celebrating the quality successes of the organization & coaching others and teaching in TQM seminars

Senior managers must liaise with internal ,external and suppliers through visits, focus groups, surveys must live and communicate TQM.

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Role of TQM Leaders

Begins with Sr. Managers and CEO’s & senior management role

can’t over stated.

Timing of the implementation process

Formation of Quality council

Union leaders must be involved with TQM plans implementation

Everyone in the organization needs to be trained in quality

awareness and problem solving

Quality council decides QIP projects.

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TQM Implementation

The quality council includes CEO and Senior managers of the functional areas -research, manufacturing ,finance ,sales, marketing etc. and one coordinator and a union representative.

Duties- To develop the Quality statements e.g. Vision, Mission, Quality policy statements, Core values etc.

To develop strategic long-term plans and annual quality improvement & training program.

Monitor the costs of poor quality and determine the performance measure of an organization.

Always find projects that improve the processes and produce customer satisfaction.

Establish work-group teams and measure their progress with review the recognition and reward system for the TQM system.

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Total Quality MGMT.

The core values and concept enables the framework for leaders throughout an organization to take right decisions such as:

Visionary Leadership: It focus on the Future & it doesn’t only do relate to their titles appear to have a similar focus but, most the terms used within the description of each Core Value are identical.

Customer-Driven Excellence: It is based on two points judge by customers are performance and Quality. There are some other characteristics that support these behaviors are customer acquisition, satisfaction, preference, and loyalty; to positive referrals; and, ultimately, to business expansion. It demands a customer-focused culture. Therefore, customer-driven excellence demands organizational agility.

Organizational and Personal Learning: It achieve high level performance from organization with systematic processes. It includes continuous improvement & better approach. It is seven step process for organization & personal improvement.

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Core Values, Concept & Framework of Leadership

Valuing workforce members and partners: According to modern concept of an organization setup is concerned the direction to an organization under diverse knowledge, skills & other parameters of work force. There are some challenges for implementation of leadership are internal & external parameters. It merely depends upon partnerships & alliances. These partnerships are helpful in a way to achieve long term objectives, mutual investments & cost effective.

Agility: Due to rapid changes in organizations the companies needs to introduce agility and flexibility in operations. These decisions are required for betterment of product & services also government policies are part of these changes. Examples of such cases are disrupted events. It is required that organization want to shift to new cycle under limited resources. One of the strongest challenge is from design to introduction time is considered as innovation cycle time.

Focus on the future: Every organization wants sustainability for longer periods which involve internal & external variables. As some of the external factors are not in control but a company needs to prioritize. When focusing organization’s future customer’s expectation & economical conditions are key parameters. The company needs to adopt strategic objective to accommodate all available resources. A focus on future involves consideration of all stakeholders with risks other market factors.

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Managing for innovation: Innovation plays an important role in organizational success path. Innovation is required & all processes needs to reshape as per market requirement. It would not possible without research & development and integration as well. There is needs to introduce systematic process & needs to trained staff accordingly then it would helpful for organization success.

Management by fact: The numerical analysis tool is one of the important tool in an organization which is helpful in analysis of performance. The data involves many factors customer, product, supplier or stakeholder etc. It is helpful in an organization towards decision making for management and setting benchmark / indicator for an organization & setting goals.

Societal responsibility: There is social responsibility of an organization towards society. Leaders of an organization focus on developing such strategy that beneficial for public health & protection of society. There are some factors that needs to take

care and consider society problems (Industrial Waste etc.) Managing societal responsibilities requires the organization to use appropriate measures and leaders to assume responsibility for those measures.

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Focus on results and creating value: For good organization the results matter a lot for performance measurement for all stakeholders. It would help to bring loyalty and contributes towards economy for region. It is helpful in balancing the resources effectively & removal conflicts if any. In short, it would helpful in short & long run priorities and helpful in monitoring performance and developing strategy to improve results. Systems Perspective: A systems perspective includes your senior leaders’ focus on strategic directions and on your customers. There is role of senior management to monitor these tasks accordingly. A systems perspective also includes using your measures, indicators and other variables to build your key strategies with proper linking with your work systems and key processes and aligning your resources. Thus, a systems perspective means managing your whole organization, as well as its components, to achieve success.

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Vision statement – A short declaration of what the organization hopes to be tomorrow, it involve the sound criteria for decision making.

Mission statement – A statement of purpose –who we are, who are our customers, what we do , and how we do it. It describe the functions of an organization for employees, customer & suppliers.

Quality policy – is a guide for everyone in the organization ,how they should provide products and services to the customers.

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Quality Statements

Strategic planning of an organization's process of defining its strategy, or direction, and making decisions on allocating its resources to pursue this strategy. It may also extend to control mechanisms for guiding the implementation of the strategy.

There are below mentioned 7 steps for implementation of strategic planning in an organization.

1. Customer needs

2. Customer positioning

3. Predict the future

4. Gap analysis

5. Closing the gap

6. Alignment

7. Implementation.

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Strategic Planning

Goals must be focused

Goals must be concrete

Goals must be based on statistical evidence

Goals must have plan or method with resources

Goals must have a time-frame

Goals must be challenging yet achievable

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Goals & Objectives

1. Customer Needs: The first step is to discover the future needs of the customers. Who will they be? Will your customer base change? What will they want? How will they want? How will the organization meet and exceed expectations?

2. Customer Positioning: The planners determine where organization wants to be in relation to the customers. Do they want to retain, reduce, or expand the customer base. Product or services with poor quality performance should be targeted for breakthrough or eliminated. The organization’s needs to concentrate its efforts on areas of excellence.

3. Predict the future: Next planners must look into their crystal balls to predict the future conditions that will affect their product or service. Demographics, economics forecasts, and technical assessments or projections are tools that help predict the future.

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4. Gap Analysis: This step requires the planner to identify the gaps between the current state and the future state of the organization. An analysis of the core values and concepts is an excellent technique for pinpointing gaps.

5. Closing the Gap: The plan can now be developed to close the gap by establishing goals and responsibilities. All stakeholders should be included in the development of the plan.

6. Alignment: As the plan is developed, it must be aligned with the mission, vision, and core values and concepts of the organization. Without this alignment, the plan will have little chance of success.

7. Implementation: This last step is frequently the most difficult. Resources must be allocated to collecting data, designing changes, and overcoming resistance to change. Also part of this step is the monitoring activity to ensure that progress is being made. The planning group should meet at least once a year to assess progress and take any corrective action.

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It is defined for strategy development for long term for prolong for a fiscal period. It also covers the strategy for shorter period for managers, workers & operating staff.

It is required from all staff members to actively participate towards policy making under provided skills. Normally, betterment of policy would be year to year basis through suggestions from staff members.

The comparative criteria would be goals, objectives of an organization under available resources. As some multi-national firms have standard “Annual Quality Management Program”, it would be perfect if at initial stages improvement matters discussed from specialist (Quality Council) or experienced personal of an organization.

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Annual Quality Management Program

The communication plays an import role in leadership it sets up direction for an organization. Below are some factors of communication are:

There must be clear feedback system that encourage two-way communication at all levels.

Through proper communication would help to remove barriers. There is need of effective communication is required at all levels

through periodical surveys so that clear message would b transformed.

The purpose of such communication helps to influence attitudes, behavior to achieve goals and objectives of an organization.

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There are two basic types of communication are formal & interactive.

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Type of Communication

Discussion regarding Formal & interactive Communication required

There are multiple requirement of an organization depends upon an environment. Sometime interactive of un-formal situation required.

Interactive Communication When group discussion is required you need to required knowledge, information sharing or training programs management needs to communicate with the staff no one way communication. Or there is group discussion every member of a group can ask question. It is required when managers required to share information with staff such type of communication used.

Formal Communication It’s a primary mode of communication & considered as one-one communication. Although it has different shades such as Email or printed media. The use of interned is also used in this form of communication for external information. There are other tolls using in this form are satellite television, presentation, video conferencing etc. are using this form of communication.

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Introduced in 1959, the 914 copier was a money machine nonpareil. It was also arguably the finest product ever produced by any company since it combined four technologies: chemical, optical, mechanical and electronics.

By the time it was retired in 1973, it was the biggest-selling industrial product of all time, and Xerox was in the dictionary as a synonym for photocopy. Success spoiled Xerox. To sustain its rapid growth, it needed to move beyond copiers, but what could ever measure up to the 70% gross profit margins of the 914?

The strategy was for a cultural change that enabled and empowered people with quality tools and processes to:

1. Meet customer requirements.2. Achieve business priorities.3. Continuously improve.

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TQM Exemplary Organization - Xerox

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1. https://strategyrules.wordpress.com/category/strategic-planning-2/

2. Total Quality Management - Dale H. Besterfield et al. ,Pearson education LPE

3. http://www.wisquality.org/uploads/2010/12/2013-14-Baldrige-Core-values.pdf

4. http://www.sba.pdx.edu/faculty/nbodek/Deming14.ppt

5. http://suresh-norman.angelfire.com/TOTAL_QUALITY_MANAGEMENT.ppt

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References

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Thank You