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Leadership

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Leadership Deming s Philosophy-14 points Deming 14 points in a seminar for 21 Presidents of Japan Co in 1950 Deming 14 points Role of Senior Management Role ... – PowerPoint PPT presentation

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Title: Leadership


1
Leadership
  • Demings Philosophy-14 points

2
Deming 14 points in a seminar for 21 Presidents
of Japan Co in 1950
  • Create and Publish the Aims and Purposes of the
    organization
  • Learn the New Philosophy
  • Understand the Purpose of inspection
  • Stop awarding business based on price alone
  • Improve Constantly and Forever
  • Institute Training
  • Teach and Institute Leadership
  • Drive out Fear ,Create trust and create a climate
    for Innovation

3
Deming 14 points
  • Optimize the Effects of Teams ,Groups and Staff
  • Eliminate Exhortations For The Work Force
  • Eliminate Numerical Quotas For The Work Force
  • Eliminate Management By MBO
  • Remove Barriers That rob People of Pride

    Workmanship
  • Educate Self Improvement For Everyone
  • Management Responsibility

4
Role of Senior Management
  • Establish Quality Policies
  • Develop a Leadership System
  • Management By Field Work (Top Management)
  • Strategy of Decision Making and Problem Solving
  • Strong Information Base
  • Train The Employees
  • Award and Recognition

5
Role of Senior Management
  • Emphasis More on Quality Than Quantity
  • Effective Communication
  • Fix Responsibility on Everyone
  • Role Model
  • Minimize The Resistance to Change of Culture
  • Care For Both Internal and External Customers
  • Appraise periodically

6
Quality Statements
  • Vision Statements
  • It is Short Declaration of what an
    organization aspires to be Tomorrow
  • Eg-FLORIDA POWER LIGHT Co
  • The Preferred Provider of Safe,
    Reliable ,and cost effective products
    and services that satisfy the electric related
    needs of all customers
  • Mission Statements
  • A Clear Statements of purpose For Employees,
    Customers and Suppliers
  • CANDIAN NATIONAL RAILWAYS
  • Eg- To Meet Customers transportation and
    distribution needs by being the best at moving
    their goods on time, safely and damage Free.

7
Quality Statements
  • Quality Policy Statements
  • It is a Guide For Everyone in the organization as
    to how they should provide products and
    services to the customers.
  • Eg-JOHNSON JOHNSON
  • To Make the Product Right First Time and Every
    Time

8
COMMUNICATION
  • Two Way Process
  • Feedback
  • Simple in Language
  • Specific to the topic
  • Written Format
  • Legally Binding
  • Decision Making
  • Interactive and Informal

9
Customer Satisfaction
  • Customers-Internal External
  • Types of Customers
  • Type I- INSIGNIFICANT CUSTOMERS who knows not
    what he wants and knows not that he knows that he
    knows not what he wants
  • Type II- HUMBLE CUSTOMERS
  • Who knows not what he wants and knows that he
    knows not what he wants

10
Customer Satisfaction
  • Type III- SLEEPING CUSTOMERS who knows what he
    wants and knows not that he knows what he wants
  • Type IV- MASTER CUSTOMER who knows what he
    wants and knows that he knows what he wants .

11
FEEDBACK
  • Comment Card
  • Customer Questionnaire
  • Focus Group
  • Toll-Free Telephone
  • Customer Visit
  • Report card
  • Internet Computers

12
Benefits of Feed Back
  • Customer Dissatisfaction
  • Quality Priorities
  • Performance Appraisal
  • Customer Needs-Requirements in Design
  • Improvements in Every Stage
  • Customer Retention
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