Total Quality Management
Bus 432
Ali albdour (Ph.D)
[email protected]
Text Book:
Quality Management for Organizational Excellence: Introduction to
Total Quality, by Goatish, D. and Davis, S., Published by Prentice
Hall, 6th edition. (2010).
Leadership and change
Chapter 2: page 177
Key Elements of Total Quality
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1- Strategically based
2-Customer focus
3- Obsession with quality
4-Scientific approach
5- Long-term commitment
6-Teamwork
7-Continual process improvement
8- Education and training
9- freedom through control
10-Unity of purpose
11- Employee involvement and empowerment
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Leadership and change
Characteristic of leadership
• High levels of productivity
• Positive, can-do attitudes
• Commitment to accomplishing organizational goals
• Effective, efficient use of resources
• High level of quality
• Mutually supportive teamwork approach to getting work done
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Leadership and change
Leadership is the ability to inspire people to make a total,
willing, and voluntary commitment to accomplishing or
exceeding organisational goals
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Principles of leadership for quality
Leadership for quality is leadership from the perspective of total
quality
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1-Customer focus
2- Obsession with quality
3- recognizing the structure of work
4- looking for faults in systems
5-Teamwork
6- continuing education and training
7- freedom through control
8-Unity of purpose
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Leadership for quality
Deming chain reaction for each improvement in work
methods and process
• Improved quality
• Decreased cost
• Improved prices
• Increased market share
• Longevity in business
• More job
• Improved return on investment
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Leadership. Motivation, and inspiration
• One of the characteristics shared by effective
leaders is the ability to inspire and motivate
others to make a commitment. The key to
motivating people lies in the ability to relate
their personal needs to the organizations goals.
The key to inspiring people lies in the ability to
relate what they believe to the organisational.
Implicit in both cases is the leaders need to
know and understand workers. Including both
their individual needs and their personal beliefs
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Maslow's hierarchy of needs
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Leadership. Motivation, and inspiration
Leaders need to understand how to apply
Maslow's model if they hope to use it to
motivate and inspire works. Principles to
required for applying this model are as follow:
• Needs must be satisfied in order from the
bottom up
• People focus most intently on their lowest
unmet need
• After a need has been satisfied, it no longer
works as motivating factor
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Leadership styles
• 1- Autocratic leadership
• 2-Democratic leadership
• 3- Participative leadership
• 4-Goal-oriented leadership
• 5-Situational leadership
See pages 184-186
The appropriated leadership style in a total quality
setting is “participative leadership”
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Leadership characteristics
Leadership characteristics that build and maintain followership
Leader build and maintain followership by earning the respect of
those they lead.
characteristics of leaders that build the respect:
1- sense of purpose.
2- self- discipline.
3- Honesty
4- credibility
5- common sense
6- stamina
7- commitment
8- steadfastness
See pages 187-188
Pitfalls that can undermine followership
trying to be a buddy
having an intimate relationship with an employee
trying to keep things same when supervising former peers
paradigms of human interaction
• Win\win
• Win\lose
• Lose\lose
• Win
Trust building and leadership
trust is a necessary ingredient for success in the intensely
competitive modern workplace. Building trust requires
leadership on the part of mangers. Trust-building strategies
include the following:
1) Taking the blame and sharing the credit
2) Pitching in and helping
3) Being consistent
4) Being equitable