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Total Quality Management
Notes 6. Institute training on the job (another source of variation is the lack of training of workers;
train them properly to do a certain job, and they will do it with far less variation),
7. Institute leadership (distinction between leadership and supervising),
8. Drive out fear (eliminate fear at worker’s level to get their support for improvements.
Fear is counter-productive),
9. Break down barriers between departments (here comes the concept of “internal customer”
which is found in TQM; a department is a supplier for next one. The second one is the client
for the first one),
10. Eliminate slogans (usually, it’s not the employee who did it wrong, but it’s the system
who allowed that. No need to create tension on worker, as long as the system fails to
prevent problems),
11. Eliminate management by objectives (as long as workers had to achieve an established
production level, quality will be a secondary target),
12. Remove barriers to pride of workmanship (bringing problems all the time to worker’s
ears, will create a discomfort for them. Lower satisfaction of workers equals a lower
interest for doing good items),
13. Institute education and self improvement (education is an asset. Everyone has to improve
themselves),
14. Transformation is everyone’s job (improvement exists at every level).
Task Make a presentation on the similarities and differences between the concepts of
leadership.
4.6 Quality Council
A quality council is established to provide overall direction. The council is composed of:
Chief Executive Officer
Senior Managers
Coordinator or Consultant
A representative from the Union
Duties of the council are:
1. Develop the core values, vision statement, mission statement and quality policy statement
2. Develop the strategic long-term plan with goals and Annual Quality Improvement Program
with objectives
3. Create the total education and training plan
4. Determine and monitor the cost of poor quality
5. Determine the performance measures
52 LOVELY PROFESSIONAL UNIVERSITY