Gia Genesis R.

Almazan
BSHRM 2-5
Total Quality Management
Leadership - Leadership has been described as the process of social .1
influence in which one person can enlist the aid and support of others in
.the accomplishment of a common task
is the ability to successfully integrate and maximize available resources within the internal and external environment for the attainment of
.organizational or societal goals
.about motivating people to work in unison to create results
:E.g
;Providing the agreed resources (people, money, training, machines, etc.)
;Assigning authority and establish deadlines to put resources into motion
Customer Focus- The customer ultimately determines the level .2
of quality. No matter what an organization does to foster quality
improvementtraining employees, integrating quality into the
design process, upgrading computers or software, or buying new
measuring toolsthe customer determines whether the efforts were
.worthwhile
:E.g
.Being friendly and approachable by customers
Its very important to be friendly, courteous and to make your clients feel
like youre their friend and youre there to help them out. There will be
times when you want to beat your clients over the head repeatedly with a
blunt object it happens to all of us. Its vital that you keep a clear head,
respond to your clients wishes as best you can, and at all times remain
.polite and courteous
Continuous Improvement- business professionals continually.3
examine their processes to discover and eliminate problems.
Typically, they accomplish this by making small changes rather than
implementing a large-scale alteration. By focusing on making things
better without finding blame, project teams take actions to reduce
defects, remove activities which provide no value and improve
customer satisfaction
:E.g
Surveys
Customer and vendor surveys can provide a gauge of the success of
efforts for continuous improvements in the workplace. Surveys should
focus on three questions: What are you doing that is satisfactory? What
needs to be changed to improve the quality of your products or services?
What changes would customers like to see in the future? Such surveys
give you an inside look at how you look from the outside. Data from
surveys is used by management to constantly improve the business
.process
Employee Empowerment- Teams focus on quality improvement.4
.projects and employees are empowered to serve customers well
means giving people authority to make decisions based on what they feel is right, have control over their work, take risks and learn from mistakes,
.and promote change
is giving employees ownership of their jobs. Empowered employees are given ownership of the processes they are responsible for and the
.products or services generated by those services
:E.g

Surpass their expectations To make your employees happy, offer

unexpected gifts or bonuses, arrange team parties, take them out for a
.team lunch or dinner, etc