development of quality culture.ppt

7/28/2019 development of quality culture.ppt

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Quality Culture

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Theories of motivation

Moslows list of human need Usual form of quality motivation

Physiological needs: i.e. need for food,

shelter, basic survival. In an industrial

economy ,this translate into minimum

subsistence earning

Safety Need : Need to remain employed

at that time

Belongingness &love need :i.e. the

need to belong to a group and be

accepted

Esteem Need : i.e. need for self respect

and for the respect of others

Self actualization: i.e. the urge for

creativity for self expression

Opportunity to increase earning by

bonus for good work

Job security :e.g. quality makes

sales; sales makes job

Appeal to the employee as a

member of the team he or she

must not let the team down

Appeal to pride of workmanship, to

achieving a good score

.Recognition through rewards,

publicity, etc

Opportunity to propose creativeideas , to participate in creative

Moslows hierarchy of human

need

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Herzberg Theory -Job Dissatisfaction and

satisfaction

Job dissatisfaction is the result of specific dislikes- the pay is low, working

condition are poor, the boss is unpleasant.Job satisfaction depends on what the worker dose. Satisfaction comes from

doing motivation from such factors as job challenges, opportunities for

creativity, identification with group, responsibility and planning.

Douglas McGregor-Theory X & Theory Y

McGregor's X-Y theory is a salutary and simple reminder of the natural rules for

managing people, which under the pressure of day-to-day business are all too

easily forgotten.

Under theory X, the modern worker has become lazy, uncooperative

Under theory Y, there has been no change in human nature. What has changed

is the way in which work has been organised

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Quality culture bring change

Kilmann suggest five track necessary for change

Culture, management skills, team building, strategy structure and the reward systemPeters and waterman 7s factor of change

Shared values, strategy, systems, staffing , style, structure, and skills

Differences in the quality culture can have extreme illustration

Negative quality culture Ex Pudumjee paper Industry (Chinchwad, Pune)

Positive quality culture Ex BGPL (Bhigwan, Pune)

Culture can be change

We need to provide

Awareness of quality

Upper management leadership,

self development, and empowerment.

Participation

Recognition and reward

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Create and maintain awareness of quality

To ensure action on quality a starting point is to create and disseminate

information on the current status of the quality

To create awareness we need to present information in different languages for

different population in an organisation e.g. Ritz Carlton

Upper management

Language of money

Middle management

Bilingual

Lower management

Language of product

How to maintain awareness of quality ?

The message of quality must be sustained

through contentious reinforcement

Quality measurement e.g. Cargil Corn Milling Units of measures must be carefully defined

to inspire a positive priority for quality

Report and quality can be highly effective

Use poster and other media to improve

quality

Techniques include quality newsletter ,quality

items on all meeting agendas, announcementon quality by key executive, company

conferences on quality, and interest arousers

Ideas for mainta in ing a focus on q ual i ty can never be subst i tute for real act ion by

management

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Provide evidence for management leadership

Management commitment is necessary but not sufficient

Single most important element is management leadership on qualitywith the

evidence to prove it

Eight key task for the good

leadership

Establish and serve on a quality

council

Establish quality circle

Establish and deploy quality goals

Provide the resources

Provide problem oriented training

Serve on upper managementquality improvement teams

Stimulate improvement

Provide reward and recognition

Management Styles

When an upper management

spend time on these activities, it

provide the evidence leadership

that inspire others to do their sharee.g. LOreal Safety stop

Some upper management group

lead quality training

Form quality improvement team

0102030405060708090

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Managemet Style


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Provide for Self-Development and

Empowerment

Every individual plays either of the three roles in an

organization.

Individual

Supplier

CustomerProcessor

Supplier-

Producer

processing

system

Customer-

user

processing

system

Outpu

t

Requir

ements

Input

Requi

reme

nts

Customer Satisfaction

Feedback loop

Input

(Resource)

Outputs

Match ?

Each stage is a supplier to subsequent stages and also a

customer of previous stages

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The Taylor System

Introduced by Frederick W. Taylor, a mechanicalengineer .

Basic problem as identified by Taylor : The

supervisors and workers of his time lacked the

education needed to make important decisions.

Taylors Remedy: Separation of Planning and

Execution Engineers

SpecialistsPlanning

Supervisors

WorkersExecution

Increase inProductivity!

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Self-Control

Concept of self-control: Knowledge of work

Feedback on performance

Means to regulate their work if they are failing to

meet the goals

Importance of self-control:

It is a pre-requisite to using behavioralapproaches to motivate employees

Job Designs place a greater degree of self control on the

workers.

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Job Design

Job Characteristics Five Characteristics asdescribed by Hackman and Oldham ( 1980 )

Skill Variety

Task Identity

Task Significance

Autonomy

Feedback

Self- Managing Team- A special form of Job

enlargement

Each worker is trained to have a variety of skills

The team is given formal authority to executecertain ob- lannin and su ervisor tasks

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Empowerment-A process of delegating

decision-making authority to lower levels within

the organization. Involves additional training. E.g.self- managing teams

Upper Management:Coaches and Mentors

Middle Management:Integrate all parts of the

organization

Work Force: Identifythe best possible way to

get the work done

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Participation Means of inspiring

action

Word Total in TQM emphasize the involvement of everyone for qualitymanagement right from top management to first line supervisors and the

work force

By participating in quality activities people acquire new knowledge, see

the benefits of quality discipline and achieve a sense of accomplishmentby solving problems

Participation at all level is decisive in inspiring action on quality

Good quality control involving everyone leads to a better return to allstakeholders

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Provide Recognition and Reward Recognition is public acknowledgement of superior performance of

specific activities while Rewards are benefits which are conferred for

generally superior performance against goals

Such expression of esteem play an important role in inspiring people on

quality

Recognition through public acknowledgement of superior activity can be

provided at several level-individual ,team or business unit level

People get a positive feeling when There job has been designed to focus on self development

They are given opportunities to participate in planning and decision making

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Forms of Recognition Range from simple verbal message to modest or token award

Token award may be tangible ( e.g. saving bond, dinner etc. ) or

intangible ( letter of praise, sending an employee to seminar etc.)

Recognition must fit the local culture

Sometimes programmes for recognition is more useful than monetary

award as people feel that the decision for reward takes a very long time

and the award was too low

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Forms of Rewards Reward for quality related activities are increasingly becoming part of

the annual performance evaluation of middle managers, specialists and

first line supervisors

Forms of rewards include changes in base pay, incentives , skill- based

wages , a bonus, and stock plans

Meeting the current year goal takes a precedence over the qualityimprovement initiative and this is the biggest weakness of quality

managers

Reward system should be formed so as to inspire the manager to make

breakthrough to improved quality level

Adequate resources in the form of infrastructure and training must be

provided for quality improvement

Example : Texas Instruments

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Thank You

From Books to You

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Documents

development of quality culture.ppt