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CHAPTER 3 Leadership
Introduction
Total Quality Management is a way of managing an organization with the objective of carrying
out right jobs right – the first time and every time.
In quality management, there is a thumb rule called 85/15 rule. It means that the root causes of
85 percent of the problems in the organization are due to faulty systems and 15 percent are a result
of the behavior of the employee
The most important prerequisite to practice TQM is that the senior management should firmly
believe that TQM is the only way to do business and manage the organization and that TQM would
lead the organization to prosperity in the long run.
Principles that the top management should have faith in to build quality values in the organization:
o Customers are the only reason for being in business and hence they should be
delighted
o Zero defect is possible to achieve
o Teamwork results in a win-win situation
o CEO has to lead the quality movement
o Proper communication is essential
o Continuous improvement is needed in processes
Definition of TQM
Elements of TQM
The management is solely responsible for the success of TQM as it is responsible for selecting
people, forming teams, providing resources and establishing the system in the organization
Crosby says senior management is 100 percent responsible for the problem of quality and its
continuance
According to Harrington, between 70 and 85 percent of all errors can only be corrected by
management.
Deming addressed the Japanese top managers several times in the 1950s. he gave the 14 points
for top management. These initiatives of Deming transformed the nation.
Strategy Explanation
It means that management should be able to nip the problems in
the bud, so that the problems will not recur.
Its role is for the organization to be able to manufacture an item
or deliver a defect free service by controlling the processes and
improving the skills of the employees
Right the first time and every time: “It” in DIRFT refers to
every activity in the organization. It is not only the making of the
final product or service, but also many things done by the
employees in the organization on a daily basis. They should only
do the right things – right first time and every time
Select right personnel: If a person is not suitable for the job, then
definitely it is going to be counter-productive. One bad employee
will spoil the rest. Therefore, it is important that the right
personnel is selected first time and every time.
Continuous preventive action Prevention is better than cure: A manager has to be proactive,
i.e. should carry out all the tasks as per standards and foresee if
any problem is going to arise and prevent it.
Care for little things and accumulate Communicate with junior employees: Junior employees are
gains also equally important in an organization. The senior management
should establish a channel of communication with the junior
employees in the organization.
Advantages of MBWA:
It helps the organizations to consolidate the talents, wisdom of
all the employees, customers and the suppliers.
It helps the CEOs to remain touch with the people, customers
and suppliers
It also gives the message to the customers, employees, suppliers
that they are important to the organization
It helps in attracting more business, improving the quality of
suppliers, workmanship in the organization, and customer
relationship.
Measuring for success primarily involves, looking for, measuring,
and analyzing the feedback from customers either internal or
external.