ROLE OF SENIOR MANAGEMENT
1. Management by Wandering Around (MBWA).
2. Strategy of problem solving and decision making.
3. Strong information base.
4. Recognition and Reward system.
5. Spending most of the time on Quality.
7. Identify and encourage potential employee.
8. Accept the responsibility.
9. To play a role model.
10.Remove road blocks.
11.Study TQM and investigate how TQM is implemented elsewhere.
12.Establish policies related to TQM.
13.Establish ‘priority of quality’ and ‘customer satisfaction’ as the basic policy.
14.Assume leadership in bringing about a cultural change.
15.Check whether the quality improvement programmes are conducted as planned.
16.Become coaches and cheer leaders to implement TQM.
17.Generate enthusiasm for TQM activities.
18.Visit other companies to observe TQM functioning.
19.Attend TQM training programme.
20.Teach others for the betterment of society and the surroundings.
A quality council is established to provide overall direction.
The council is composed of
Ø Chief Executive Officer
Ø Senior Managers
Ø Coordinator or Consultant
Ø A representative from the Union Duties of the council are
Ø Develop the core values, vision statement, mission statement and quality policy statement
Ø Develop the strategic long term plan with goals and Annual Quality Improvement Program with objectives
Ø Create the total education and training plan
Ø Determine and monitor the cost of poor quality
Ø Determine the performance measures
Ø Determine projects those improve the process
Ø Establish multifunctional project and work group teams
Ø Revise the recognition and rewards system
A typical meeting agenda will have the following items
Ø Progress report on teams
Ø Customer satisfaction report
Ø Progress on meeting goals
Ø New project teams
Ø Benchmarking report
Within three to five years, the quality council activities will become ingrained in the culture of the organization.