2. Leadership for Success of TQM
Visionary 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.”
3. Role of TQM Leaders in TQM Implementation
Institute Quality Council
Develop Core Values, Concepts and
Framework
Prepare Quality Statements
Strategic Planning
Communications
Decision Making
4. TQM Implementation Process
Vision
s
Mission
Establish Strategy
Review Strategy
Initiatives and Critical
Success Factors
Review Values and Establish Key
Result Indicators
Develop Short and Long Term
Plans
Deploy the Plans
Review Measures
Strategy
Deployment
Process
Business Priority
Process
Strategy
Development
Process
Planning Process
5. 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
6. 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”.
7. 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”.
8. 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 students
3. Developing and implementing innovative pedagogical tools
4. Utilizing all resources productively
5. Continuously improving processes
6. Generating continuously sustained value for all stake holders
7. Creating an environment of Trust, Respect, Integrity and Openness
9. Seven Steps to Strategic Planning
Customer Needs
Customer Positioning
Predict the Future
Gap Analysis
Closing the Gap
Alignment
Implementation
10. 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
11. 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