Faculty520 Bs322 Kust 2021s l14 Role of Quality Leaders

“Total Quality Management”
BS-322
Lecture 14
“Role of Quality Leaders”
Dr. Muhammad Irshad

Institute of Business Studies, KUST
Topic: Role of Quality Leaders
Role of Quality Leaders
Leaders provide a unity of

purpose, and establish the
direction of the organization.
The role of leadership in quality

management forms the backbone
of any improvement strategy.
Course: Total Quality Management Course Code: BS 322– Instructor: Dr. Muhammad Irshad.
Institute of Business Studies, KUST,Email: drirshad@kust.edu.pk

• Leaders play essential role in order to improve quality across the
organization, sets objectives and assists employees to achieve these
objectives.
• Without sound leadership, the TQM process likely far less effective.
• A business may have all the industry "best practices", but it is the
leaders to take quality management to a level that put the
business in the best possible position to succeed.

• All are responsible for quality improvement especially the senior
management & CEO’s.
• Delegate authority and responsibility: No matter how talented

someone is, one person cannot do all the work which is needed.
Additionally, by delegating authority you give a sense of importance
to people involved. Authority and responsibility help in fulfilling the
social recognition and self-actualization needs of people. At the end
you get a more motivated team of your colleagues.

• Practice MBWA: Senior management must practice Management by
wandering around.
• Recently there was an article in “The Times of India” about how Mr.
Kishore Biyani, the founder of Future group roams around in the
market to interact with customers to learn exact consumer needs.
• Although he has every resource at his command, he can hire the best
personnel, or the best marketing research agencies, but still he comes
out from the comfort of his air-conditioned office to feel the
pulse of the market.
• Practice MBWA (continue): Even when the senior management has
to deal with internal customers, it should go out and meet people.
This build personal relation which in turn help to achieve better
productivity.

• Train employees: Training is important from two perspectives. First
imparting basic skill to carry out a task. Second, to cope with change.
• Celebrate the success: Success should always be celebrated, no

matter how big or small. Celebration is a way of recognizing the
efforts and outcomes of people. Most of our festivals are a way to
celebrate some achievements.
• Senior TQM leaders take part in award and recognition ceremonies

for celebrating the quality successes of the organization

• Create the proper environment: The role of leadership in quality
management is a major part of any organizational developmental
strategy. If the leader maintain an environment that fosters employee
responsibility and productivity, the organization will be more likely
to meet their quality output goals.
• Lead by example: True leaders get the people to willingly follow

them, as opposed to managing by dictation. Especially as it applies to
quality management, the leader must fully grasp and be a proactive
reactor to the external environment.

• Understand and react to fluctuations in the external environment:
The external environment is important like internal environment.
Quality leaders need to fully comprehend and correctly react to various
changes within this environment.
• Consider the wants of ALL stakeholders: From customers to owners,

employees, suppliers, local communities and the general public – these
stakeholders form a vital part of the quality management process, and
can greatly affect the organisation’s success. Quality leader must
understand the needs of all stakeholders.

• Establish a clear view of the organization's prospects: A clear view of the
organization's future is essential in order to accurately plan ahead, by
continuously changing goals and milestones in the future.
• Establish common values and ethics: Leaders instill a sense of values and

ethics as per mission statement, play a role model to inspire employees to be
a part of quality management initiatives based on these common values.
• Ensure that the team’s decision is in harmony with the quality statements of
the organization
• TQM leaders establish relation with internal, external and suppliers through
visits, focus groups, surveys for continuous improvement
RECAP
• Delegate authority and responsibility.
• Practice MBWA (Management by wandering around).
• Train employees.
• Celebrate the success.
• Create the conducive environment.
• Lead by example.
• Understand and react to fluctuations in the external environment.
• Consider the wants of ALL stakeholders.
• Establish a clear view of the organization's prospects
• Establish common values and ethics:

Bibliography
Dale H. Bestterfield “Total Quality Management” 3rd Edition’
Sarkar, Debashis, 2001. The Managers’ Handbook for Total Quality

Management, New Delhi: Beacon Books
Brocka, Bruce and Brocka, M. Suzanne Essentials of Quality

Management, Homeword, Illinois

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“Total Quality Management”

Dr. Muhammad Irshad

Role of Quality Leaders

Leaders provide a unity of

The role of leadership in quality

of any improvement strategy.

Role of Quality Leaders

Role of Quality Leaders

• Delegate authority and responsibility: No matter how talented

Role of Quality Leaders

Role of Quality Leaders

• Practice MBWA (continue): Even when the senior management has

to deal with internal customers, it should go out and meet people.

This build personal relation which in turn help to achieve better

Role of Quality Leaders

• Celebrate the success: Success should always be celebrated, no

• Senior TQM leaders take part in award and recognition ceremonies

Role of Quality Leaders

• Lead by example: True leaders get the people to willingly follow

Role of Quality Leaders

• Consider the wants of ALL stakeholders: From customers to owners,

Role of Quality Leaders

• Establish common values and ethics: Leaders instill a sense of values and

• Practice MBWA (Management by wandering around).

• Celebrate the success.

• Create the conducive environment.

• Understand and react to fluctuations in the external environment.

• Consider the wants of ALL stakeholders.

• Establish a clear view of the organization's prospects

• Establish common values and ethics:

Sarkar, Debashis, 2001. The Managers’ Handbook for Total Quality

Brocka, Bruce and Brocka, M. Suzanne Essentials of Quality

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