MANAGER ROLE

• Manager - controls and directs personnel and activities of a department.
• Process Approach - management strategy which incorporates pdca cycle and risk-based thinking.
• Consumers Choice - price or quality?
• TQM - approach to improve the competitiveness, effectiveness and flexibility of a whole organization.
• Management must focus on problem-prevention mentality
• Positive Management

  • staff will need to be trained
  • shown how to reallocate their time and energy to studying their processes in teams
• TQM Management Approach - seeks to provide long-term success by providing unparalleled customer satisfaction.
• Commitment - approach of TQM where it is the act of committing, pledging or engaging oneself.
• Planning - approach of TQM where it bridges gap from where the org is to where it wants to be.
• Tools and Techniques - approach of TQM where it is to map, measure and monitor processes, find sources of defects, errors, and inefficiencies.
• Education and Training - approach of TQM where building an effective process and culture.
• Involvement - approach of TQM where it is the interaction between individuals, groups and teams.
• Teamwork - approach of TQM where it involves brainstorming sessions, maintaining open communication channels.
• Measuring - allows organizations to track their progress towards achieving quality goals.
• Working Together - acknowledging and celebrating the collective efforts of the team.
• Leadership - major component of TQM
• Ethics - element of TQM where it is an individuals understanding of what is good and bad at the workplace.
• Integrity - element of TQM where it refers to honesty, values and an individuals sincerity at the workplace.
• Trust - element of TQM where it foster full participation of all members, allows empowerment that encourages pride ownership and commitment.
• Training - element of TQM where it teaches you how to use combination of strategy, data, and effective communication to integrate quality into all aspects of the org.
• Teamwork - element of TQM individuals work in unison.
• System - element of TQM where it is the strategy, data, and effective communications to integrate quality discipline into culture and activities of the org.
• Recognition - element of TQM where it is a process where management shows acknowledgement of an employees outstanding performance.
• Communication - element of TQM where it is the thing that bridges gap between management to customer.
• Continuous Improvement - concept that recognizes quality improvement is a journey with no end, that there is a need for continually looking for new approaches for improving quality.
• Customer Focus on “Fitness for Use”

  • Design Quality - specific characteristics of the product that determine its value in the marketplace.
  • Conformance Quality - product meets its design specifications.
• Attitude - “ I will personally understand who my customers are and what their needs and expectations of me”
• Abilities - every employee must be able to do what is needed and expected of him/her.
• Participation

  • Evaluate situation and define their objectives
  • Plan to achieve those objectives fully
  • Do - implement the plans
  • Check if objectives are being achieved
  • Amend - take corrective action