Total Quality Management

1. Total Quality Management Leadership

2. Definition • The one who instills purpose, not one who controls by brute force. • A leader inspires the followers to accomplish shared goals. • Someone who can take a group of people to a place they don’t think they can go.

3. Characteristics of Quality Leaders • There are 13 behaviors or characteristics of successful Quality Leaders. • They give priority attention to both external & internal customers. • They empower, rather than control. • Empower – to give someone official authority and freedom to do something. • They emphasize improvement rather than maintenance. • Resources, training & work environment. • They emphasize prevention • They encourage collaboration rather than competition. • Collaborate – when two or more people work together to achieve the same thing. • They train & coach, rather than direct & supervise. • Teaching a person how to fish is better than offering a fish in charity.

4. Characteristics of Quality Leaders • There are 13 behaviors or characteristics of successful Quality Leaders. • They learn from problems. • A problem is an opportunity. • What caused it and how can we avoid it in future? • They continually try to improve “communication”. • Dissemination and collection about TQM efforts. • They continually demonstrate their commitment to “Quality”. • They walk their talk. • Quality statements are their decision making guide. • They choose suppliers on the basis of “Quality”, not price. • Quality begins with quality materials. Involve them. • They establish organizational systems to support quality efforts. • Quality council is provided at top level. • They encourage and recognize team effort (most powerful tool). • Reward those who do it. • And the 13th is that they SHOW the above 12 Behaviors.

5. Leadership Concepts • In order to be successful, leadership requires intuitive understanding of human nature : • the basic needs, wants, and abilities of people. • To be effective, a leader understands that: • Paradoxically, people need security and independence at the same time. • People are sensitive to external rewards & punishments & yet are also strongly self-motivated. • People like to hear a kind word of praise. So, catch them doing something right and pat them on the back. • People can process only a few facts at a time; thus, a leader keeps things simple. • People trust their gut reaction more than statistical data. • People distrust a leader’s rhetoric if the words are inconsistent with the leader’s actions.

6. 7 Habits of Highly Effective People • Stephen R. Covey bases his foundation for success on the “character ethic”. • Character Ethic: (the essence of being) • Things like integrity, humility, fidelity, temperance, courage, justice, patience, industry, simplicity, modesty & the Golden Rule. • Personality Ethic is secondary to Character Ethic. • Personality Ethic: (the proof of being) • Personality growth, communication skill training, & education in the field of influence strategies & positive thinking. • In other words, “what we “are” impacts our choices far more deeply than what we “are capable of”.

7. 7 Habits of Highly Effective People • (Cont’ed) • Paradigm – is the way we perceive, understand, and interpret the world around us. (The sun is the center or the earth). • We need to make a “paradigm shift” in order to be effective. • “Paradigm Shifts” are quantum changes, slow but deliberate. • Habit – is the intersection of three things: • Knowledge – what to do and why. • Skill – how to do it. • Desire – the motivation or want to do. • We need all three to make something a habit.

8. 7 Habits of Highly Effective People • (Cont’ed) • So, Se7ven Habits; • These habits are in harmony with a natural law that Covey calls the “P/PC Balance”. • P is the Production of desired results and PC is Production Capacity, the ability or asset. • e.g.; maintaining a lawn mower (PC) and the ability to mow (P). • We need to balance between the time spent mowing the lawn (result) and maintaining the lawn mower (asset). • Assets can be: • Physical, financial or human. • To be effective, we need the balance to be effective. • Otherwise, neither lawn mower nor lawn mowed.

9. 7 Habits of Highly Effective People • Be Proactive • The ability to choose a response to a situation. • Proactive behavior is a product of conscious choice based on values, rather than reactive behavior, which is based on feelings. • It is your response that makes the difference; not the circumstances. • Begin with the End in Mind • Use the end of your life/or year as your frame of reference. • A vision of your life as a whole will determine your choices in parts. • Leadership is the first creation and management is the second. • Leadership is doing the right things and management is doing things right. • Develop a philosophy to begin with: • Never compromise with honesty • Always be positive. • Never react. • Exercise daily. • Do not fear mistakes. • Seek divine help. • Read a good book every month.

10. 7 Habits of Highly Effective People • So, Se7ven Habits; • Put first things first • Habit 1 says, “You are the creator”. • Habit 2 is first creation of you. • Habit 3 is practicing self-management & requires Habits 1 & 2 as requisites. • It is the day-by-day, moment-by-moment management of your time. • (next slide – Time Management Matrix)

11. 7 Habits of Highly Effective People Not Urgent • So, Se7ven Habits; • Put first things first • Time Management Matrix • Effective People spend more in 2nd Quadrant, thereby reducing the time spent in 1st. • Four Activities are necessary to be effective. 1. Write down your key roles for the week. 2. List your objectives for each role emphasizing on Quadrant 2. These objectives should be tied to the philosophy in Habit 2. 3. Schedule time to complete the objectives. 4. Adapt the weekly schedule to your daily activities. Urgent II Prevention Relationship building Planning I Crises Deadlines on hand Pressing problems Important IV Trivia Time wasters Pleasant activities III Interruptions Some mail Popular activities Not Important

12. 7 Habits of Highly Effective People • Think Win-Win • A frame of mind & heart that constantly seeks mutual benefit in all human interactions. • Fiveinterdependent dimensions of life are embraced by Win-Win. • Character – integrity i.e. maturity (balance between consideration and the courage to express your feelings) & abundance mentality (there is plenty out there for everyone). • Relationships – two parties trust each other and are committed to Win-Win. • Agreements – desired results, guidelines, resources, accountability & consequences. • System – Win-Win can survive only in a system that supports it. You can not talk Win-Win and reward Win-Lose. • Process – Empathy, identification of key issues, determination of acceptable results, seek possible new options to achieve those results.

13. 7 Habits of Highly Effective People • Seek first to Understand, then to be Understood • First, to understand; • It’s paradigm shift as we always seek to be understood first. • “Emphatic Listening” is the key to Effective Communication. • Emphatic Listening focuses on learning how the other person sees the world, how they feel. • Agreeing with someone is not Emphatic Listening. • Rather, it is deeply understanding that person both emotionally and intellectually. • Next to physical survival, the greatest need of a human is to psychological survival – to be understood, to be heard, to be affirmed, to be validated & to be appreciated. • Secondly, to be understood • Ethos – your personal credibility or character. • Pathos – empathy you have with other person’s communication. • Logos - is the logic or reasoning part of your presentation.

14. 7 Habits of Highly Effective People • Synergy • The five Habits build toward Habit 6. • Together, we can accomplish more than any of us can accomplish alone. • Synergy occurs when people abandon Win-Lose mentality. • Sharpen the Saw (Renewal) • Preserving and enhancing Yourself. • It is renewing the FOUR dimensions of your nature: • Physical – nutrition, exercise, rest, sleep. • Spiritual – commitment to your value system – prayer, meditation, spiritual words • Mental – developing your intellect – reading, seminars, writing • Social/Emotional – our emotional life is primarily, not exclusively, developed out of & manifested in our social life (relationships). • The first three dimensions require that time be set aside – they are Quadrant 2 activities.

15. 7 Habits of Highly Effective People • Last word about Habits • In the same book, author states that: • Correct principles are natural laws. • And God is the source of them all and of your conscience. • Hence, People will grow if they live by these principles and: • If people refuse to live by this inspired conscience, they will not rise above the animal plane.

16. 7 Habits of Highly Effective People • (Cont’ed) • So, Se7ven Habits; • are based on highly integrated approach that moves from; • Dependency – you take care of me • Independence – I take care of myself • Inter-dependence – we can do something better together. • First Three Habits are based on Independency. • Second Three Habits are based on Inter-dependency, and; • The last Habit is based on “Renewal”.

17. Ethics • Ethics – body of principles or standards of human conduct that govern the behavior of individuals and organizations. • Ethics is not mutually exclusive from Quality. • Commonality between them is; • Do the Right things Right. • Root causes of Unethical Behavior • Self interest over others (customers, employee or public) • Reinforcement of unethical behavior (by rewarding) • Inconsistent/dual standards in personal and professional lives. • Willingness to abuse their position/power. • Managerial values undermining integrity. • Overemphasis on short term results at the cost of others in the long run • Belief that your knowledge is infallible & miscalculate the true risk.

18. Ethics • Ethics Management Program • Tendency towards unethical behavior most likely comes from the interaction of the roost causes of pressure, opportunity & attitude. • Unethical behavior is common when • Poor working conditions • Employee downsizing • Unacknowledged good work • Denied promotions • EMP addresses pressure, opportunity and attitude.

19. Ethics • THREE steps of EMP: • Appraisal - assessment • Well-intended but under pressure decisions (cost) • Intentional wrong doing theft, nepotism (opportunity) • Mistaken beliefs (attitude) errors, waste etc. • Prevention – development of a system that will minimize the costs. • (to address pressure), Management should be involved in the development of goals and values • (to address opportunity), policies that encourage and protect whistleblowers. • (to address attitude), all personnel be trained in Ethics training. • Promotion– continuous advertising of ethical behavior • Clarity – to be clear, with input from all, the philosophy shall be written. • Positivity – rewarding ethical behavior – O. Cultural transformation • Effectiveness – Senior management should set and adapt the philosophy. Senior management should follow the Golden Rule in this regard.

20. Ethics • Final Comment • Quality is dependent upon Ethical Behavior. • Doing what is right in the first place is a proven way to reduce costs, improve competitiveness & create customer satisfaction. • Companies like Enron and Worldcom went bankrupt due to unethical practices.