Chapter 2 Leadership

Chapter 2 LeadershipThe most important and critical issue for quality system success.Why need good leaders for total quality management system?

What is Leadership?It requires a keen understanding of the human nature including the basic needs, wants and abilities of peopleIt means pulling people to become good leaders and not make them follow rules set by the primary leader or person in chargeA leader needs to understand the following:People paradoxically needs security, and independence at the same timePeople are sensitive to external rewards and punishments and yet are also strongly self-motivatedPeople like to hear a kind word of praisePeople can only process few facts at a time; thus a leaders needs to keep things simpleA leader needs to understand the following:People trust their gut reaction more than statistical dataPeople distrusts a leaders rhetoric if the words are inconsistent with the leaders actionsWhat makes a good leader/leadership?VisionCohesion, synergy and collaborationEmpower peopleCore valuesShared valuesEthics Proactive and problem preventionCommunications

What leadership? (Core Values)Customer-driven qualityContinuous improvementHuman assetsPrompt responsesUpstream effortsLong term planning Objective decision makingPartnershipResponsibility and citizenshipResults focus

Shared ValuesTruth and HonestyTrustUnselfishnessReceptivePersonal risksCredits to othersIntegrityConsiderate to others

Leaders don't create followers, they create more leaders.

Tom Peters in "Fast Company"Effective Leadership, by David L. Goetsch, Prentice Hall, 2005Effective Leadership: Step 1-5Develop a vision and commit to achieving it.Project unquestionable integrity and selflessness.Establish credibility and good stewardship.Develop a can-do attitude and seek responsibilityDevelop self-discipline, time management and execution skills.Effective Leadership, by David L. Goetsch, Prentice Hall, 2005Effective Leadership: Step 6-10Be a creative problem solver and decision maker.Be a positive change agent.Be an effective team builder.Empower followers to lead themselves.Be an effective conflict managers and consensus builder Vision StatementDeclarationRealistic pictureConciseMission StatementWho we are?Who are the customers?What we do?How we do it?Quality Policy StatementA general guide for everyoneApproved by the CEO Awareness and implemented by everyoneRequired by ISO/QS 9000 standards for quality systems.

Implementation of TQMIt begins with the senior management and with the commitment of the CEOThe second step is to form the Quality Council Involve the middle managers and first line supervisorsIf there is a Union, discuss the TQM matters to them in order to relay it to other people in the organizationThe role of Senior ManagementThey must practice the philosophy of MBWA also known as management by wandering around. They should let employees think for themselves and delegate task even problem-solving and decision-making at the lowest level as possible

The role of Senior ManagementThey should also celebrate the success of the organization by attending recognition and award ceremonies They should listen to internal and external suppliersThey should know how to communicate to all levels of people in the organization

The role of Quality CouncilIt is established to provide overall direction in the organizationIt is the driver for the TQM engineThe council is composed of CEO, Senior managers of each department and a Union representative These councils are the instruments for perpetuating the idea of never-ending quality improvementDuties of the Quality CouncilDevelop the core values, vision statement, mission statement and quality policy statementDevelop long term strategic long-term plan with goals and the annual quality improvement program with objectivesCreate the total education and training planDetermine the performance measures for the organizationDuties of the Quality CouncilContinually determine the projects that improve the processes particularly those that affects the internal and external customersEstablish multifunctional project and departmental work and monitor their progressEstablish or revise the reward/ recognition systemRoots of Unethical BehaviorOrganizations favor their own interest above the well-being of their customers, employees or the publicOrganizations reward behavior that violates ethical standards such as increasing sales through false advertisementOrganizations encourage separate standards of behavior at work than at home such as secrecy and deceit vs. honestyRoots of Unethical BehaviorIndividuals are willing to abuse their position and power to enhance their interestManagerial values exist that undermine integrity such as by using people by stereotyping themOrganizations and individuals overemphasize the short term results at the expense of themselves in the long runOrganizations and managers believe their knowledge is infallible and miscalculate the true riskEthics Management ProgramSteps to have a good ethics management programAppraisalPreventionPromotionAppraisal the analysis of costs associated with unethical behaviorCosts from PressureCosts from opportunityCosts from attitudesPrevention it refers to the development of a system to prevent the first costPressureOpportunityAttitudePromotion it refers to the continuous advertisement of the ethical behaviorThe statement should be writtenIt should be positive It should be effectiveQuality StatementsVision StatementMission StatementQuality Policy StatementGoals vs ObjectivesGoals and Objectives basically have the same meaningExample : the goal is to win the war and the objective is to capture the bridgeGoals have certain characteristics that makes them effectiveGoals must be based on statistical evidenceGoals must have plans or methods with resources for its achievementSeven Steps to Strategic PlanningCustomer NeedsCustomer PositioningPredict the futureGap AnalysisClosing the gapAlignmentImplementation

Seven Habits of Highly Effective PeopleBe ProactiveIt means taking responsibility for your lifeThe ability to choose the response to a situationProactive behavior is a product of conscious choice based on the values rather than reactive behavior which is based on feelingsReactive vs ProactiveReactiveProactiveTheres nothing I can doLets look at our alternativesShe makes me so madI control my own feelingsI have to do thatI will choose an appropriate responseI cantI chooseI mustI preferThings are getting worseWhat initiative can we useBegin with the end in mindThis habit is to begin each day with an image or picture of your life as your frame of reference.You need to have a vision of your life as a wholeYou need to start mentally and do it physically in order to be successful you need to conceptualize everything before putting it into actionExamples of Beginning everything with the end in mindMaintain a positive attitudeExercise dailyDo not fear mistakesSeek divine helpRemember the people involvedRead a leadership book monthlyPut First thing FirstHabit 1 says you are the creator. You are in chargeHabit 2 says the creation is based on imaginationHabit 3 is practicing self-management and requires habit 1 and 2 as pre-requisitesTime management is important under this habit know the difference between urgent and importantHabit 4: Think Win/WinIt is a frame of mind and heart that constantly seeks mutual benefit in all human interactions.If win/win is not possible then the alternative is no dealIt embraces the five interdependent dimensions of life character, agreement, relationships, systems and processes4 steps to obtain Win/WinSee the problem from the other view pointIdentify the key issues and concernsDetermine Acceptable resultsSeek possible options to achieve those resultsHabit 6: Seek first to understand to be understoodIt is different from being understood firstWe need to practice empathic listening because it is the key to communicationEmpathy means putting yourself into the shoes of your customer in order to fully understand them.In order to understand someone you must not only agree with them but you need to feel them emotionally and intellectuallyHabit 6: Seek first to understand to be understoodThe first part of the habit is to understand and the second part is to be understoodIt covey three greek wordsEthos is your personal characterPathos refers to empathy Logos it refers to your reasoning partHabit 7: Sharpen the SawIt means sharpening the saw so that it will cut fasterIt is the process of preserving the greatest asset that you have which is YOUIt is the process of renewing the four dimensions of your life Physical, Mental, Spiritual and Social/ emotional aspect