Q.2 Analyze role of various stakeholders of educational institutions for quality management.
Course: Management Strategies in Educational Institutions
Course Code 8615
Topics
- Role of various stakeholders of educational institutions
- Eight principles of total quality management
- Customer Focus,Leadership,People Involvement
Answer:
Total quality management (TQM)
consists of organization-wide efforts to install and make a permanent climate
in which an organization continuously improves its ability to deliver
high-quality products and services to customers. While there is no widely agreed-upon
approach, TQM efforts typically draw heavily on the previously developed tools
and techniques of quality control. TQM enjoyed widespread attention during the
late 1980s and early 1990s before being overshadowed by ISO 9000, Lean
manufacturing, and Six Sigma.
Total Quality Management (TQM)
describes a management approach to long-term success through customer
satisfaction. In a TQM effort, all members of an organization participate in
improving processes, products, services, and the culture in which they work.
Total
Quality Management Principles: The 8 Primary Elements of TQM Total quality management can
be summarized as a management system for a customer- focused organization that
involves all employees in continual improvement. It uses strategy, data, and
effective communications to integrate the quality discipline into the culture
and activities of the organization. Many of these concepts are present in
modern Quality Management Systems, the successor to TQM. Here are the 8
principles of total quality management:
1. Customer-focused
The customer ultimately determines
the level of quality. No matter what an organization does to foster quality
improvement—training employees, integrating quality into the design process,
upgrading computers or software, or buying new measuring tools—the customer
determines whether the efforts were worthwhile.
2. Total employee involvement
All employees participate in working
toward common goals. Total employee commitment can only be obtained after fear
has been driven from the workplace, when empowerment has occurred, and
management has provided the proper environment. High-performance work systems
integrate continuous improvement efforts with normal business operations.
Self-managed work teams are one form of empowerment.
3. Process-centered
A fundamental part of TQM is a focus
on process thinking. A process is a series of steps that take inputs from
suppliers (internal or external) and transforms them into outputs that are
delivered to customers (again, either internal or external). The steps required
to carry out the process are defined, and performance measures are continuously
monitored in order to detect unexpected variation.
4. Integrated system
Although an organization may consist
of many different functional specialties often organized into vertically
structured departments, it is the horizontal processes interconnecting these
functions that are the focus of TQM.
·
Micro-processes add up to larger processes, and all
processes aggregate into the business processes required for defining and
implementing strategy. Everyone must understand the vision, mission, and
guiding principles as well as the quality policies, objectives, and critical
processes of the organization. Business performance must be monitored and
communicated continuously.
·
An integrated business system may be modeled after the
Baldrige National Quality Program criteria and/or incorporate the ISO 9000 standards.
Every organization has a unique work culture, and it is virtually impossible to
achieve excellence in its products and services unless a good quality culture
has been fostered. Thus, an integrated system connects business improvement
elements in an attempt to continually improve and exceed the expectations of
customers, employees, and other stakeholders.
5. Strategic and systematic approach
A critical part of the management of
quality is the strategic and systematic approach to achieving an organization’s
vision, mission, and goals. This process, called strategic planning or
strategic management, includes the formulation of a strategic plan that
integrates quality as a core component.
6. Continual improvement
A major thrust of TQM is continual process
improvement. Continual improvement drives an organization to be both analytical
and creative in finding ways to become more competitive and more effective at
meeting stakeholder expectations.
7. Fact-based decision making
In order to know how well an
organization is performing, data on performance measures are necessary. TQM
requires that an organization continually collect and analyze data in order to
improve decision making accuracy, achieve consensus, and allow prediction based
on past history.
8. Communications
During times of organizational
change, as well as part of day-to-day operation, effective communications plays
a large part in maintaining morale and in motivating employees at all levels.
Communications involve strategies, method, and timeliness. Leadership’ and
‘Engagement of People’ as principles of quality management in education sector:
According to the idea of transformational leadership, an
effective leader is a person who does the following:
1. Creates an inspiring vision of the future.
2. Motivates and inspires people to engage with that vision.
3. Manages delivery of the vision.
4. Coaches and builds a team, so that it is more effective at
achieving the vision.
Leadership brings together the skills
needed to do these things. We'll look at each element in more detail. ISO 9001
is underpinned by the 8 Principles of Quality Management. They’ve been the
guiding principles for the most popular quality standard; ISO 9001. But they’re
also useful resources for any management professionals who wanton implement or
improve their existing quality management programmed.
PRINCIPLE 1: CUSTOMER FOCUS
Just as you’d expect, customer focus
is the first principle: just where it should be. It covers both customer needs
and customer service. It stresses that a business should understand their
customers, what they need and when, whilst trying to meet, but preferably
exceed customers’ expectations. As a result, customer loyalty increases,
revenue rises and waste reduces as the businesses ability to spot new customer
opportunities and satisfy them improves. More effective processes result in
improved customer satisfaction.
PRINCIPLE 2: LEADERSHIP
Without clear and strong leadership,
a business flounders. Principle 2, is concerned with the direction of the
organization. The business should have clear goals & objectives, and its
employees actively involved in achieving those targets. The benefits are better
employee engagement and increased motivation to satisfy customer needs.
Research shows, if employees are kept ‘in the loop’ and understand the business
vision they’ll be more productive. This principle seeks to rectify employee’s
complaints about ‘lack of communication’.
PRINCIPLE 3: PEOPLE INVOLVEMENT
An organization is nothing without
its staff whether part-time, full-time in house or out- sourced. It’s their
abilities that maximized to achieve business success. Employee motivation and
increased innovation and the benefits here. When people feel valued, they’ll
work to their maximum potential and contribute ideas. Principle 3 emphasizes
the importance of making employees responsible and accountable for their
actions.
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