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KNOWLEDGE SKILLS CHARACTER REFINEMENT

COURSE MODULE 3
LEADERSHIP
Course Title : Total Quality Management Date : February 23, 2023
Course Code : CBMEC 1 Module 3
Intended Learning Outcomes :
By the end of this lesson, you should be able to:
1. Define the role of Leadership in TQM
2. Elements of TQM
3. What are the Leadership for TQM
Introduction :

Although many organizations are in the process of implementing TQM,

varying degrees of success are reported. Leadership plays a critical role in the
sponsorship of TQM within organizations and sets the culture necessary for TQM
to flourish. This article will explore some of the important interfaces between
effective leadership and successful TQM. The intention is to demonstrate that TQM
without the right leadership cannot fully succeed and that the principles of
effective leadership can be learned and practiced.
Discussion :

Total Quality Managements a way of managing an organization with the

objective of carrying out right jobs right the first time and every time. In quality
management, there is a thumb rule called 85/15 Rule. It means that the root causes
of 85% of the problem in the organization are due to faulty systems and 15% are a
result of the behavior of employee. The top management is responsible for the
faulty systems. In addition, the top management should also have faith in the
following to build quality values in the organization:

CBMEC 1 – TOTAL QUALITY MANAGEMENT – MODULE 3 1

• Customers are the only reason for being in the business and hence they should
be delighted
• Zero defect is possible to achieve
• Team work results win-win situation
• CEO has to lead the quality movement
• Proper communication is essential
• Continuous improvement is needed in the processes
DEFINITION OF TQM
The International Standard, ISO 9000, defines Total Quality Management (TQM) as
“a management approach of an organization, centered on quality, based on the
participation of all its members and aiming at long term success through customer
satisfaction and benefits to the members of the organization and to the society”.
ELEMENTS OF TQM
TQM is application of a number of activities with perfect synergy. The various
important elements of TQM are illustrated in as follows.
• Continuous improvement is needed in the processes
● Total Quality
● Total Business Management
● Organization wide quality management
● Cost effective quality management

TQM is an umbrella concept and it encompasses all these and represent the new
management philosophy, which will enable the growth of the organization based
on total quality. Total quality means, quality in every activity of the organization.
To put in simple terms, it helps to improve the productivity on account of quality in
everything an organization does. In the foreword of the standard it is said, “ the
application of TQM primarily involves investment in time for people to move
forward into new and different organization cultures”. The crux of the problem in
implementing TQM is the inability of the senior personnel in investing time on
people. The time invested is going to bring in many benefits to the organization
later. It also hints that it takes time to change people from the traditional work
culture. It also says that the important investment for TQM to happen are time and
employees.

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 ELEMENTS OF TQM

LEADERSHIP OF TQM
As Crosby says senior management is 100% responsible for the problem of quality
and its continuance. According to Harrington, between 70% and 85% of all errors
can only be corrected by management. Thus, it is important that top management
understands TQM and leads the organization through the TQM journey
DEMING’S 14 POINTS FOR TOP MANAGEMENT
1. Create Constancy of purpose for Improvement of Products and services
The top management must believe that their business will continue for 100 years.
Such a confidence will motivate them to aim long term success. It will infuse a
constant quest for innovation, improvement of processes, product and services.
They will invest in research to innovate new products and will train their

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employees without the fear of loosing them. If the employees understand that the
is interested in long term success, then the employees will follow suit. Therefore,
it is the role of the top management to create constancy of purpose for
improvement of products and services, which is essential for TQM. They have to
constantly reiterate their intention to practice TQM and improve products and
services.
2. Adapt the new philosophy
The new philosophy means elimination of wastes, delays and radically changing
the work culture. The new philosophy means Just-In-Time (JIT) manufacturing is
possible with zero defects.
3. Cease Dependence on Mass Inspection
Doing things right and doing it right the first time would reduce the dependence
on inspection, in fact it would be eliminated. TQM is aimed at eliminating
inspection in the long run through prevention.
4. End the Practice of Awarding Business on the Basis of Price Tag Alone
This point addresses supplier partnership. The supplier should be selected on the
basis of the following
4 parameters:
• Quality
• Price
• Delivery
• Service Therefore price alone should not be the criterion for selection of supplier.
5. Constantly Improve the System of Production and Services
The processes in the organization need continuous improvement of processes so
that the quality of products and services improve continuously. The very purpose
of TQM is the constant improvement of the system for production and services.
6. Institute Training
The abilities of employees should be improved and harnessed only through
training . Deming advocates “ Management needs training to learn about the
organization, all the way from incoming material to the customer. Today every
CBMEC 1 – TOTAL QUALITY MANAGEMENT – MODULE 3 4
Japanese employee receives 6 weeks of training every year. This is the proof of
Deming’s teachings and adoption of his concepts by the Japanese.
7. Adopt and Institute Leadership
Deming urges that the senior employees must conduct themselves as leaders
rather than managers. The characteristics of managers and leaders are given below
Leader and Manager
Leader Manager
Proactive Reactive
Coaches Finds fault
Understand process Doesn`t care to understand
Moves around Sits in his/her chair
Improve process Maintain process
Communicates frequently Communicates rarely
Seeks suggestion Questions

Deming urges that the senior employees must conduct themselves as leaders
rather than managers.
8. Drive Out Fear
Employees should be encouraged to suggest improvements and new ideas, ask
questions about the existing process, etc. If freedom to express new ideas is
curtailed, then the employees will continue to do what they are doing. This will
stunt improvement. Fear is detrimental to improve on processes.
9. Break down Barriers between Staff Areas
Every team may prove that it is the best. But organization a whole may be doing
poorly to lack of communication between the teams. TQM dictates removal of
barriers between the departments.
10. Eliminate Slogans, Exhortations and Targets for the Work Force
Here Deming talks about slogans and targets for increasing productivity. To
achieve higher productivity, the system has to be improved for which,
management is responsible. The posters are directed at the wrong people, family
from the workers. They only generated” frustration and resentment” among

CBMEC 1 – TOTAL QUALITY MANAGEMENT – MODULE 3 5

workers. The best strategy for improvement is to correct defects in the system, not
slogan or posters.
11.(a) Eliminate Numerical Quota for the Work Force
Setting a target for production, say 100 per shifts, etc. may affect the quality of
workmanship. This forces the workers to ignore quality and concentrate on quality.
This is detrimental to the organization. On the contrary, standards for quality
workmanship, etc. could be prescribe. Numeric quota is given assuming that the
workers may be idling. That is not the right approach.

(b) Eliminate Numerical Goals for people in Management

Setting goals without the necessary wherewithal does not work. Goals such as
growth of business by 15 percent or reduction of quality cost by 5 percent given in
a New Year day will end like New Year promises. Such improvement should arise
out of improving processes and not nu passage of time.
12. Remove Barriers that rob People of Pride of Workmanship
The organization should establish the right processes and a proper system for
quality management. This will lead to carrying out jobs correctly. If the work is
carried out correctly, it gives pride to those who did. Any barrier that robs the
manager or workers their pride of workmanship should be removed. Every
employees should be encouraged to work as much as he/she can. Removing the
obstacles to the pursuit is the responsibility of the top management.
13. Encourage Education and Self-improvement for every One
Employees should be encouraged to pursue higher education and training while in
service, for improving the skills or updating knowledge. If an employees undergoes
education or training, it will improve his/her ability, which will be beneficial to the
organization. Hence, employees should be motivated and encouraged to improve
their knowledge and skills through various channels.
14. Take Action to Accomplish the Transformation
The top management should understand the above 13 points and then enable their
employees to understand them. They should interpret the 13 points properly and
educate their employees appropriately. They should have the courage to break the
status quo and improve their employees, processes, system and thereby their
product continually. They should identify all the processes in the organization and

CBMEC 1 – TOTAL QUALITY MANAGEMENT – MODULE 3 6

improve each one of them using the PDSA cycle. Therefore the final point is about
implementation of the 13 points, which in essence are the TQM principles and
strategies.

References :
1) Total Quality Management
By : Subburaj Ramasamy
C & E Publishing Inc.
2017 edition

2) https ://google.com
https://www.slideshare.net/ChristianBacoy/total-quality-management-32758046
INSTRUCTOR`S CONTACT DETAILS :

Instructor : EDLITO GENCIANEO MALIJAN, MBA

E-mail Address : malijanedlito51@gmail.com
FB account : https:/web.facebook.com/Edlito Gencianeo
Malijan/Edlito Malijan
Contact Number : +63923-083-3041

CBMEC 1 – TOTAL QUALITY MANAGEMENT – MODULE 3 7