Chapter 2 Leadership For TQM

GOOD MORNING

Define Leadership
 There is no universal definition of leadership and
indeed many books have been devoted to the
topic of leadership.
 James McGregor described leadership as one
who instills purposes, not one who controls
by brute force.
 A leader strengthens and inspires the followers
to accomplish shared goals.
Elements of TQM
• 1. Ethics – Ethics is the discipline concerned
with good and bad in any situation. It is a
two-faceted subject represented by
organizational and individual ethics.
Organizational ethics establish a business
code of ethics that outlines guidelines that
all employees are to adhere to in the
performance of their work. Individual ethics
include personal rights or wrongs.
• 2. Integrity – Integrity implies honesty,
morals, values, fairness, and adherence to
the facts and sincerity. The characteristic
is what customers (internal or external)
expect and deserve to receive. People see
the opposite of integrity as duplicity. TQM
will not work in an atmosphere of duplicity.
• 3. Trust – Trust is a by-product of integrity
and ethical conduct. Without trust, the
framework of TQM cannot be built. Trust
fosters full participation of all members. It
allows empowerment that encourages
pride ownership and it encourages
commitment.
• 4. Training – Training is very important for
employees to be highly productive. Supervisors
are solely responsible for implementing TQM
within their departments, and teaching their
employees the philosophies of TQM. Training
that employees require are interpersonal skills,
the ability to function within teams, problem
solving, decision making, job management
performance analysis and improvement,
business economics and technical skills.
• 5. Teamwork – To become successful in
business, teamwork is also a key element
of TQM. With the use of teams, the
business will receive quicker and better
solutions to problems. Teams also provide
more permanent improvements in
processes and operations.
• 6. Leadership – It is possibly the most
important element in TQM. It appears
everywhere in organization. Leadership in
TQM requires the manager to provide an
inspiring vision, make strategic directions that
are understood by all and to instill values that
guide subordinates. For TQM to be
successful in the business, the supervisor
must be committed in leading his employees.
• 7. Communication – It binds everything together.
Starting from foundation to roof of the TQM
house, everything is bound by strong mortar of
communication. It acts as a vital link between all
elements of TQM. Communication means a
common understanding of ideas between the
sender and the receiver. The success of TQM
demands communication with and among all the
organization members, suppliers and customers.
• 8. Recognition – Recognition is the last and final
element in the entire system. It should be provided
for both suggestions and achievements for teams
as well as individuals. Employees strive to receive
recognition for themselves and their teams.
Detecting and recognizing contributors is the most
important job of a supervisor. As people are
recognized, there can be huge changes in self-
esteem, productivity, quality and the amount of
effort exhorted to the task at hand.
Chapter 3
Leadership for TQM
– Attitude and Involvement of Top
Management
– Communication
– Culture
– Management Systems
The Malcolm Baldrige National Quality Award’s
definition of Leadership

An organization’s senior leadership should:

 Set direction and create a customer focus.
 Create clear and visible values, and high expectations
 These directions values and expectations should
balance the needs of all your stakeholders.
 Ensure the creation of strategies, systems, and
methods for achieving excellence, stimulating
innovations, and building knowledge and capabilities
 The values and strategies should help guide all activities
and decisions of your organization.
 Senior leaders should inspire and motivate your entire
workforce and should encourage all employees to
contribute, to develop and learn, to be innovative, and to
be creative.
 Senior leadership should serve as role models

through their ethical behavior and their personal
involvement in planning, communications, coaching
and development of future leaders.
 As a role models, they can reinforce values and
expectations while building leadership, commitment,
and initiative throughout your organization.
Deming’s 14 point’s for top
management
Edwards Deming placed great importance and responsibility on management, at
both the individual and company level, believing management to be responsible for
94% of quality problems. His fourteen point plan is a complete philosophy of
management, that can be applied to small or large organizations in the public,
private or service sectors:
1. Create constancy of purpose towards improvement of product and service
2. Adopt the new philosophy. We can no longer live with commonly accepted levels of delay,
mistakes
and defective workmanship
3. Cease dependence on mass inspection. Instead, require statistical evidence that quality is built
in
4. End the practice of awarding business on the basis of price
5. Find problems. It is management’s job to work continually on the system
6. Institute modern methods of training on the job
7. Institute modern methods of supervision of production workers, The responsibility of foremen
must
be changed from numbers to quality
8. Drive out fear, so that everyone may work effectively for the company
9. Break down barriers between departments
10. Eliminate numerical goals, posters and slogans for the workforce asking for new levels of
productivity without providing methods
11. Eliminate work standards that prescribe numerical quotas
12. Remove barriers that stand between the hourly worker and their right to pride of workmanship
• Institute a vigorous program of education and retraining
• Create a structure in top management that will push on the above points eve
End of Chapter 3

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GOOD MORNING

An organization’s senior leadership should:

 Senior leadership should serve as role models

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