TQM Unit 2
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Transcript of TQM Unit 2
TQM by Prof. Raghavendran.V 1
LEADERSHIP IN TQMBy Prof. Raghavendran.V
TQM by Prof. Raghavendran.V 2
Leadership (Open Class Discussion)
Is that leaders are made or born!!!
TQM by Prof. Raghavendran.V 3
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 4
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 5
Characteristics of Quality Leaders:
1.Customer contact and care2.Treatment to subordinates3.Emphasis on improvement4.Emphasis on prevention5.Collaboration and
competition6.Coaches rather than
bosses
TQM by Prof. Raghavendran.V 6
Characteristics of Quality Leaders:
7. Learning from problems8. Good communication skills9. Commitment to quality10. Vendor selection11.Council organization system12.Encourage, recognize and
appreciate.
TQM by Prof. Raghavendran.V 7
7 HABITS OF HIGHLY EFFECTIVE PEOPLE
TQM by Prof. Raghavendran.V 8
7 Habits
Be proactiveBegin with the end in mindPut first things firstThink win-winSeek first to understand, then to be
understoodSynergySharpen the saw (renewal)
TQM by Prof. Raghavendran.V 9
ETHICS
TQM by Prof. Raghavendran.V 10
Ethics
It is a body of principles or standards of human conduct that govern the behavior of individuals and organizations.
TQM by Prof. Raghavendran.V 11
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.
TQM by Prof. Raghavendran.V 12
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.
TQM by Prof. Raghavendran.V 13
Deming’s Philosophy
14 principles are listed below:
1. Create consistency of purpose with the plan
2. Adopt the new philosophy of quality3. Stop dependence on mass
production4. End the practice of choosing the
suppliers based solely on price
TQM by Prof. Raghavendran.V 14
Deming’s Philosophy
5. Identify the problems and work continuously to improve the system
6. Adopt modern methods of training on the job
7. Changes the focus from production number (Quantity to Quality)
8. Drive out fear, create trust and create a environment for individuals
9. Break down the barriers between the department & Individual
TQM by Prof. Raghavendran.V 15
Deming’s Philosophy
10.Stop requesting improved productivity without providing methods to achieve the same
11.Eliminate work standards that prescribe numerical quotas
12.Remove barrier to pride of workmanship
13. Institute vigorous education and retraining
14.Create a structure in top management that will emphasize on the proceeding above thirteen points every day.
TQM by Prof. Raghavendran.V 16
To memorize these principles
CASE Internal Assessment CD Bus Stop ERICson
TQM by Prof. Raghavendran.V 17
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
TQM by Prof. Raghavendran.V 18
Duties
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
TQM by Prof. Raghavendran.V 19
CUSTOMER SATISFACTION
Who is a customer?
&
Why we have to satisfy?
TQM by Prof. Raghavendran.V 20
A Customer can be defined as “ One who purchases product or service”
Commodity or Service Provider
Customer or User
Purchase Transaction
TQM by Prof. Raghavendran.V 21
Customer satisfaction organizational diagram
Customers
Front line representatives
Functional operational
areas
Senior Managers
CEO
TQM by Prof. Raghavendran.V 22
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 23
CUSTOMERS PERCEPTION ON QUALITYPERFORMANCEFEATURESSERVICESWARRANTYPRICEREPUTATION
TQM by Prof. Raghavendran.V 24
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 25
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 26
EMPLOYEE INVOLVEMENT IN QUALITY & PRODUCTIVITY
TQM by Prof. Raghavendran.V 27
Employee involvement refers to any activity by which employees participate and contribute for TQM.
Employee involvement likei. Sharing of informationii. Providing inputs on work related problemsiii. Making suggestionsiv. Self directed responsibilities such as
setting goals, making decisions & solving problems
TQM by Prof. Raghavendran.V 28
Motivational theories
I. Maslow’s hierarchy needsII. Herzberg's two factor
theory
TQM by Prof. Raghavendran.V 29
Maslow’s motivational theorySurvival: 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.
TQM by Prof. Raghavendran.V 30
Maslow’s motivational theory
Survival
Security
Social
Esteem
Self actualization
Food, clothing and shelter & other basic needs
Safety working place, job security
Opportunity to our group/team
Pride, self worth, values
Jesus, Allah, Govinda
TQM by Prof. Raghavendran.V 31
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 32
Motivator-Hygiene theory:
A B
C D
Satisfaction
Dissatisfaction
High
Low
High
TQM by Prof. Raghavendran.V 33
Suggesting system:
Being ProgressiveRemoving fearSimplification of the processResponding quicklyRewarding the idea
TQM by Prof. Raghavendran.V 34
Role of motivation
1. Verbal appreciation in public2. Certificates and Plaques3. Cash award4. Get together, dinners party5. Holiday trips & many more.
TQM by Prof. Raghavendran.V 35
Assignment time: submission on 2nd September’ 20111. Explain in detail about Deming
philosophy.2. Brief out any 5 leaders of you know3. Explain in detail motivational
theories4. Explain the benefits of employees
involvement5. Define team and explain different
types of team
TQM by Prof. Raghavendran.V 36
END OF MODULE 2By Prof. Raghavendran.V