Total quality management and leadership


Total quality management and leadership
Total quality management and leadership
Total quality management and leadership

Always discuss the role of commander in the management training program. And leadership is important and vital as it relates to the introduction and implementation of total quality management (TQM), and effective leadership is goal-oriented requirements of the former long-term survival of the institution.

Four stages of TQM

Includes the start of the process of total quality management in four stages are as follows:

The first phase involves a general idea of
​​where the quality of senior management for the definition of the concept of quality. The second stage involves the strategic quality planning, which requires identifying the various areas of operations that need improvement (such as leadership, information and analysis, strategic planning, staff development, and commercial operations, the results of commercial and industrial projects and customer satisfaction). And these areas are linked to the company's main objectives is to please customers, satisfy the owners of the company to satisfy the employees.

The third and fourth stages of the start of TQM Vtaatdmannan education and training for everyone in the company from the beginning of the senior management to all staff and continuous improvement with regard to improving the business and improve the daily work.

The appropriate form of the leader

It is certain that the success of TQM depends largely on the entire management and also to recognize the need to provide management the right kind of leadership. And the responsibility of management alone is the ultimate responsibility for the preparation and implementation of Total Quality Management. And must be subject to the process of selecting leaders for the management of the overall quality of accurate measures for quality leadership described below, must be entrusted to lead the implementation of quality person fully aware of TQM, and understands that quality includes all activities and tasks which the person who will lead the quality must be available to have a personal and active vision clear to the process of improving quality without giving an example of the perseverance and determination to get things right from the beginning to the commander of quality that can not happen in the proper sense of the staff of quality.

And you need quality leadership program also toxins that bind the public, such as leadership, experience and competition, integrity, consistency and confidence high. In addition, the good leader possess the communication skills with people and flexibility to deal with different brands of staff to achieve results that are commensurate with their abilities. And must rely on the ability of leadership to address conflicts and disputes and take decisions in a timely manner.

Strategic development of quality

And require the leadership of a TQM program can iron a certain vision that everyone understands, as well as sub-targets is expected of employees to achieve realistic.Must be developed within the framework of objectives for a specific timetable, which form part of the strategic plan. And can facilitate follow-up progress in improving quality by choosing a specific number of core indicators, and must be the leader of quality to ensure that procedures are clear and consistent monitoring of these indicators, it is important to use feedback from the control procedures are appropriate and inform staff of the results, so that the process of improving quality real for them . And activities must be presented to staff in deliberate steps. It must be a limited number of events displayed, described and presented clearly and with a qualitative explanation of each activity in a concise and practical terms. It can be a training program designed well an effective tool in the work of quality, the main goal of the program is to inform staff and engage them and motivate them to make sure that the concept of total quality management and a clear and acceptable to everyone.

How do employees benefit from the quality

As stated previously, the three objectives of the company can be determined as follows: to please customers and satisfy employers, staff satisfaction. It may seem to some of the staff that the introduction of comprehensive quality will mean less satisfaction for them, as will reduce overtime and allowances, and in this context, it is important to clarify from the outset that access to higher quality will benefit all of each individual in the company, and must be considered to improve the quality through access to greater satisfaction for customers and employers, as well as the survival of the institution for the longest possible period. And employees must understand that their jobs depend on the survival of the company. And that survival depends on the highest quality.

And should be made clear here, that although the quality is better reduce the chances of overtime, but it will lead to greater job satisfaction and increases the institution in the form of bonuses.

Maintaining customer satisfaction

A focus on customers to listen to customer expectations, and staff must maintain the communication dialogue about quality with customers who provide their services. And one of the requirements of the survival of this dialogue is to satisfy the company to its customers internal, ie, its employees, as the staff are satisfied they find easy to overcome fear and hesitation in an interview customers, as they are ready for a better way to understand the needs of customers, and represent their company with pride, and to act according to the Quality Policy adopted by the company. It is important to see customer complaints from several different angles, for example, may not be available to all employees an incentive to listen, understand and act against specific complaints. The role of the commander of quality support staff and find appropriate ways to reward actions that improve the quality. And should be available to the commander the authority to grant rewards for acts of physical boost quality. Must also be available to the staff a clear understanding of how to improve the quality and results of activities or quality. This means that they have to learn to identify themselves and connect them with the basic objectives of the company, in addition to the general concept of quality.

Method-oriented operations

Means as the company's activities as an integrated unit, not Kadarat a separate set of different work tasks. For example, include the preparation period, the participation of several organizational units of the customer's meter reading through the issuance of the invoice to the registration of financial value to be collected. This is not always easy, as staff get used to wait for the preparation of billing orders, and the work of all that is asked of them, or what used to work. And the leader knowledgeable staff who understood the method destined for the operations and convince them to encourage their colleagues to participate and often help training programs designed well, and for the deployment of Almcharoat accommodate method-oriented operations.Perseverance, leadership requires perseverance, not only in implementation but also to reward progress in the quality process. Can be expressed perseverance persistence in giving rewards, and often the appreciation of the behavior that enhances quality, and consistency in the rejection of behavior \ and undesired effects of adverse, it is difficult to overcome pressure of informal groups or leaders who represent their own interests only, and should the leaders of the management processTotal Quality Initiative prepare ways and means to get rid of this pressure.

Reward quality improvements installed

The rewards range from quality improvements installed by different cultures, and in most cases, you must use all the bonuses available, and should be remembered that regular payments will be seen as a natural part of the salary and will lose its impact over the long term. Also, words of praise without financial rewards will have the same negative impact in the long run.

And take appropriate rewards one of the following forms: certificates of appreciation, promotions, increases financial declaration from the person or persons who have achieved excellent results. It is important to make the personal rewards as much as possible so that the individual employee satisfaction. The teams should be rewarded, too, will result in the long run, to promote the concept of teamwork and makes effort expended in the quality part of their daily duties.

Legal responsibility

Deny the pressure in the telecommunications sector to comply with international quality standards such as the series ISO 0009. And ask a lot of customers from their suppliers comply with one or more of the standards series ISO 0009, and find some companies that did not get the ISO certificate itself is not eligible to compete in some bidding and therefore face the problem clear in its struggle with survival. And requests the client certificate ISO production of products, systems and services that they receive from companies certified ISO help to ensure high standards of quality. The job description contains a commitment from the company to achieve the standards contained in the certificate of ISO.

It is likely to depend on agreements between customers and enterprise communications and services companies to comply with the standards of ISO 0009 should be on individuals in an organization the followers of communications standards, but the company will be obliged to pay compensation to customers affected by errors. It may be of the legal aspects of quality and follow-up after the largest of administrative programs in the long run.

Quality is part of the leadership

It is clear from the foregoing that the leadership and quality management concepts are interrelated can not be separated from the other. Can not be considered a quality activities isolated from the rest of the company, but a necessary part of their work. On the one hand, can not improve quality without effective leadership and appropriate.On the other hand, the fact that quality as an integral part of the company's operations means that the quality and means of Directors of the Company. And foremost, the quality is a means to achieve the basic objectives of the company are: to satisfy customers and satisfy employers and staff satisfaction.
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