LEADERSHIP AND TQM

KULDEEP MATHURM.B.A. JIWAJI UNIVERSITY GWALIOR

Leadership for Success of TQMVisionary Leadership is: “ An organizations senior leader should set direction and

create a customer focus, clear and visible values and high expectations. The directions, values and expectations should balance the needs of all your stake holders. The leader should ensure creation of strategies, systems and methods for achieving excellence, stimulating innovation and building knowledge and capabilities. The values and strategies should guide all activities and decisions of the organization. Senior leaders should inspire and motivate the entire work force and should encourage all employees to contribute, to develop and learn, to be innovative and to be creative.”

Role of TQM Leaders in TQM Implementation

Institute Quality Council Develop Core Values, Concepts and

Framework Prepare Quality Statements Strategic Planning Communications Decision Making

TQM Implementation ProcessVision

s

Mission

Establish Strategy

Review StrategyInitiatives and Critical Success Factors

Review Values and Establish Key Result Indicators

Develop Short and Long Term Plans

Deploy the Plans

Review Measures

Strategy Deployment

ProcessBusiness

Priority Process

Strategy Development

Process

Planning Process

Develop Core Values, Concepts and Frame work

Visionary Leadership Customer Driven Excellence Organizational and Personal Learning Valuing Employees and Partners Agility Focus on the future Managing for Innovation Management by fact Public Responsibility and Citizenship Focus on Results and Creating value Systems perspective

Quality Statements - Vision Vision statement is a short declaration of what

an organization aspires to be tomorrow. It is state that might never be reached but you continuously strive to achieve. Successful visions are timeless, inspirational, and become deeply shared within the organization such as IBM’s service and Apple’s computing for the masses.

Example: “We will be preferred provider of safe, reliable, and cost effective products and services that satisfy the hardware related needs of all the customers”.

Quality Statements - Mission The mission statement answers the following

questions: who we are, who are our customers, what we do, and how we do it. This statement is one paragraph and less in length, It is easy to understand, and describes the function of the organization. It provides clear statement of purpose for employees, customers and suppliers.

Example: For a transportation Company it could be stated as “To meet customers, transportation and distribution needs by being the best at moving their goods on time, safely and damage free”.

Quality Policy Statement The Quality policy is a guide for everyone in the organization as to

how they should provide products and service to the customers. It should be written by the CEO with feedback from the work force and be approved by the quality council.

Example - Prestige Institute of Management quality policy could be:1. Living up to its principle of excellence in developing future

managers and software engineers.2. Fully satisfying the expectations of its students3. Developing and implementing innovative pedagogical tools4. Utilizing all resources productively5. Continuously improving processes6. Generating continuously sustained value for all stake holders7. Creating an environment of Trust, Respect, Integrity and Openness

Seven Steps to Strategic Planning Customer Needs Customer Positioning Predict the Future Gap Analysis Closing the Gap Alignment Implementation

Characteristics of Good Quality Leaders Give priority attention to customers (Internal &

External) Empower rather than control, subordinates Emphasize improvement rather than

maintenance Emphasize on prevention Encourage Collaboration rather than competition Train and coach rather than direct and supervise

Characteristics of Good Quality Leaders Contd.

Learn from problems Continuously try to improve communication Continuously demonstrate their commitment to

quality They choose suppliers based on quality, not price Organize organizational system to support the

quality effort Encourage and recognize team efforts

Thank You Very Much