Page 53 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes General Electric’s CEO, Jack Welch, instituted leadership training courses at all levels of the
organization. The General Electric training courses taught leadership approaches and models
and provided the opportunity for teams to develop solutions to real business problems. Many
of the solutions the teams developed were implemented. Jack Welch supported the development
of a leadership system whereby quality control leaders were developed at all levels in all
functions of the organization, including research, marketing, manufacturing, sales, finance, and
human resources. Senior managers need to be provided with the skills to implement quality
control techniques and actively participate in the quality council.
Senior management has numerous responsibilities.

Note Senior management must practice the philosophy of Management by Wandering
Around (MBWA).

Management should get out of the office and visit customers, suppliers, departments within the
organization, and plants within the organization. That way, managers learn what is happening
with particular customer, supplier, or project. MBWA can substantially reduce paperwork.
Encourage subordinates to write only important message that need to be part of the permanent
record.

Example: Kinko’s executives perform normal operating duties for two or three days at
one location.

This approach is an excellent technique for gaining firsthand information.
The idea is to let employees think for themselves. Senior management’s role is no longer to
make the final decision, but to make sure the team’s decision is aligned with the quality statements
of the organization. Push problem solving and decision making to the lowest appropriate level
by delegating authority and responsibility.

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Caution Senior managers must stay informed on the topic of quality improvement by
reading books and articles, attending seminars, and talking to other TQM leaders. The
leader sends a strong message to subordinates when that leader asks if they have read a
particular book or article.

The needed resources must be provided to train employees in the TQM tools and techniques, the
technical requirements of the job, and safety. Resources in the form of the appropriate equipment
to do the job must also be provided.

Senior managers must find time to celebrate the success of their organization’s quality efforts by
personally participating in award and recognition ceremonies. This activity is an excellent
opportunity to reinforce the importance of the effort and to promote TQM.

Did u know? A phone call or handshake combined with a sincere “thank you for a job well
done” is a powerful form of recognition and reward.
One of the duties of the quality council is to establish or revise the recognition and reward
system. In particular, senior management’s incentive compensation must include quality
improvement performance. Also, provisions must be made to reward teams as well as creative
individuals.

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