การบริหารเชิงคุณภาพ บทที่ 4

1. Total Quality Management
Chapter 4: Employee Involvement
Atit Patumvan
Faculty of Management and Information Sciences,
Naresuan University
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2. Agenda
• Introduction
• Motivation
• Employee Survey
• Empowerment
• Teams
Atit Patumvan, Faculty of Management and Information Sciences, Naresuan University

3. Agenda (cont.)
• Suggestion System
• Recognition and Reward
• Performance Apprisal
Atit Patumvan, Faculty of Management and Information Sciences, Naresuan University

4. Maslow’s Hierarchy of Needs
Self-actualization
Esteem
Social
Security
Survival
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5. Employee Wants

6. Achieving a Motivation Work Force
• Know thyself: motivations, strengths, and weekness
• Know your employees
• Establish a positive attitude
• Share the goals
• Monitor progress
• Develop interesting work
• Communicate effectively
• Celebrate success

7. Employee Surveys
• Personality characteristics: anxiety, self-esteem in
the organization, and ability to participate the
organization.
• Management styles: consideration of subordinates,
initiating structure, commitment to quality.
• Job attitudes: job satisfaction, social support at
work and co-worker’s commitment to quality.
• The work: task variety, autonomy and importance.

8. Team
• A group of people working together to
achieve common objective and goals.

9. Empowerment
• Everyone must understand the need for
change.
• The system needs to change to the new
paradigm.
• The organization must enable its employees.

10. Types of Teams
• Process improvement
teams.
• Cross-functional teams.
• Natural work teams.
• Self-directed/Self-
managed work teams.

11. Characteristics of Successful Teams
• Sponsor • Well-defined decision procedure
• Team charter • Resources
• Team composition • Trust
• Training • Effective problem solving
• Ground rules • Open communication
• Clear objectives • Balance participation
• Accountability • Cohesiveness

12. Team Member Roles
• Team leader
• Facilitator
• Recorder
• Timekeeper
• Member

13. Type of Decisions
• Nondecision
• Unilateral decision
• Handclasp decision
• Minority-rule decision
• Majority-rule decision
• Consensus

14. Effective Team Meeting
• Regularly scheduled
• An agenda should be developed
• Agenda usually list
• Periodically

15. Stages of Team Development
• Forming
• Storming
• Norming
• Performing
• Adjourning

16. People Problems
• Foundering
• Overbearing participants
• Dominating participants
• Reluctant participants
• Unquestioned acceptance of opinions as facts

17. People Problems (cont.)
• Rush to accomplish
• Attribution
• Discount and “plops”
• Wanderlust: digression and tangents
• Feuding team members

18. Common Barriers to Team Progress
• Insufficient training
• Incompatible rewards and compensation
• First-line supervisor resistance
• Lack of planning
• Lack of management support

19. Common Barriers to Team Progress (cont.)
• Access to information systems
• Lack of union support
• Project scope too large
• Project objective are not significant
• No time to do improvement work.
• Team is too large
• Trapped in groupthink

20. Training

21. Suggestion Systems
• Be progressive
• Remove fear
• Simplify the process
• Response quickly
• Reward the idea

22. Effective recognition and reward system
• Serves as a continual remainder
• Offers the organization a visible technique
• Provide employee a specific goal to work

23. Performance Appraisal
Type Description
Compares employees by ranking from highest to
Ranking
lowest.
Gives a written description of employee’s strengths
Narrative
and weaknesses.
Indicates the major duties performed by the employee
Graphics and rates each duty with scale, which usually from 1
(poor) to 5 (excellent).
Place each employee in category with predetermined
Forced choice percentage; for example, excellent (10%), very good
(25%) good (30%), fair (25%), and poor(10%)