TOTAL QUALITY

MANAGEMENT
LEADERSHIP
 Who is Leader?
• James MacGregor Burns describes a leader as:
– “One who instills purposes, not one who controls by
brute force”.
• Daimler Chrysler’s CEO Bob Eaton defines a
leader as:
– “Someone who can take a group of people to a
place they don’t think they can go”.
• A leader strengthens and inspires the followers
to accomplish shared goals.
• Leaders shape the organization’s values,
promote the organization’s values, protect the
organization’s values”.
 What is Leadership?

“Leadership is we, not me ;

mission , not my show; vision,
not division; and community, not
domicile”.
The 7 Habits of Highly Effective
People
• What is habit?
– “The intersection of knowledge, skill and
desire”.
• Knowledge?
– “What to do and the why”
• Skill?
– “How to do”
• Desire?
– “The motivation or want to do”
The 7 Habits of Highly Effective
People

• 7 habits are integrated approach that

moves from dependency to
independency to interdependency.
– 1st 3 habits-------independency
– 4 to 6 habits------interdependency
– 7th habit-----renewal.
The 7 Habits of Highly Effective
People
• Be Proactive.
(Contd.)
– Proactive people let carefully thought about ,
selected and internalized values-----how to respond.
– Reactive people------conditions, circumstances or
environment tell how to respond.
– It is not what happens to us but our response that
differentiates the two behaviors.

Reactive Proactive
There’s nothing I can do. Let’s look at our alternatives.

I Can’t I Choose

Things are getting worse. What initiative can we use?

The 7 Habits of Highly Effective
People (Contd.)
• Begins with the end in Mind.
– All things are created twice.
– Develop a personal philosophy.
 Put First Things First. Time Management Matrix
 Self management Urgent Not Urgent
I II
Important

Crises, fire-fighting Prevention,

Pressing problems Relationship building
Deadline driven projects Recognizing new opportunities
Planning, recreation

III IV
Not Important

Interruptions, pressing matters Trivia, busy work

Some mail, calls, reports Time wasters
Some meetings, proximate Pleasant activities
Popular activities
The 7 Habits of Highly Effective
People (Contd.)
• Think Win-Win.
– Win –Win is a frame of mind and heart that
constantly seeks mutual benefits in all human
interactions.

• Four Steps in Win-Win process

– See the problem from the others view point
– Identify the key issues and concerns
– Determine acceptable results
– Seek possible options to achieve those results.
The 7 Habits of Highly Effective
People (Contd.)
• Seek First to Understand, Then to Be
Understood.
– Empathic listening is key to effective communication
• Covey’s three Greek words:
– Ethos-------Your personal credibility or character
– Pathos-------The empathy you have for other
person’s communication
– Logos--------Logic or reasoning part of your
presentation
The 7 Habits of Highly Effective
People (Contd.)
• Synergy.
• Sharpen the Saw (Renewal)
– Four dimensions nature.
• Physical
• Spiritual
• Mental
• Social/emotional
 CHARACTERISTICS OF
QUALITY LEADERS
• They give priority attention to external and internal
customers and their needs.
• They empower, rather than control, subordinates.
• They emphasize improvement rather than maintenance.
• They emphasize prevention.
• They encourage collaboration rather than competition.
• They train and coach, rather than direct and supervise.
• They learn from problems.
• They continually try to improve communications.
• They continually demonstrate their commitment to quality.
• They choose suppliers on the basis of quality, not price.
• They establish organizational systems to support the
quality effort.
• They encourage and recognize team effort.
 QUALITY STATEMENTS
• VISION STATEMENT

 The vision statement is a short declaration of

what organization aspires to be tomorrow.

An example of a simple, one-sentence vision

statement is;

We will be the preferred provider of safe, reliable, and cost

effective products and services that satisfy the electric-related
needs of all customer segment.
(FLORIDA POWER & LIGHT COMPANY)
 QUALITY STATEMENTS
• MISSION STATEMENT

 The mission statement answers the following questions; who we

are, who are the customers, what we do, and how we do it.
 This statement is usually one paragraph or less in length, is easy to
understand, and describes the function of the organization.

An example of a simple, mission statement is;

Ford Motor Company is worldwide leader in automatic and

automotive-related products and services as well as the newer
industries such as aerospace, communications, and financial
services. Our mission is to improve continually our products and
services to meet our customer’s needs, allowing us to prosper as
business and to provide a reasonable return to our shareholders,
the owners of our business.
(FORD MOTOR COMPANY)
 QUALITY STATEMENTS
• QUALITY POLICY STATEMENT

 The quality policy statement is a guide for everyone in

the organization as how they should provide products
and service to the customers.
 This statement is usually written by the CEO with
feedback from the work force and be approved by the
quality council.

A simple quality policy is;

Xerox is a quality company. Quality is the basic

business principle for Xerox. Quality means providing
our external and internal customers with innovative
products and services that fully satisfy their
requirements. Quality is the job of every employee.
(XEROX CORPORATION)
QUESTIONS