✔ In practice, the TQM effort has been led by members of senior management. They provide the vision of where the company is heading with its quality effort. They lead in creating a cultural change within the company. The...
Author - Nandhini Sathish
In order to integrate quality with the strategic planning process, a systematic and sequential procedure has to be adopted. There are seven basic steps to strategic process planning. Fig.1 summarises the strategic planning...
What is Strategic Planning? ✔ Strategic planning sets the long-term direction of the organisation in which it wants to proceed in future. This is depicted in Fig.1. Fig. 1 ✔ Strategic plan is the process of envisioning the...
QUALITY COUNCIL What is it? ✔ A quality council is a team to provide overall direction for achieving the total quality culture (TQC). ✔ A quality council is a team formed in the organisation with an objective of building...
Successful quality leaders tend to demonstrate the 12 characteristics or behaviours. They are: The customers first: Quality leaders give primary importance to both internal and external customers and their needs. Leaders...
There are four primary leadership style’s exist. They are: Directing style of leadership, Consulative style of leadership, Participative style of leadership, and Delegating style of leadership. Table 1.1 explains...
DEMING’s 14 POINTS FOR MANAGEMENT ✔ Deming firmly believed that the managers rather than workers or other resources as the real obstacle for successful TQM implementation. He proposed his views on management and its...
Five core leadership skills required for effective leadership are: Vision, Empowerment, Intuition, Self-understanding, and Value congruence. (i) Vision: Vision is crucial for leaders during times of change. Leaders...
Kano Model of Customer Satisfaction (Understanding Customer Needs) ✔ The Kano model is a useful tool in understanding customer needs (Collect Customer Needs). ✔ The kano model of customer satisfaction...
✓ A customer complaint in any communication a customer has with a company in which ‘displeasure’ is expressed. ✓ A customer complaint may be defined as an expression of dissatisfaction with a product/service...
