LEC: JOSHUA NYANGIDI
TOTAL QUALITY MANAGEMENT
ROOM 6
MEMBERS:
NAME REG NO. COURSE
CANDIE ACHIENG 22/04843 BCOM
SALLY AVUZIKA 22/04511 BCOM
CHRISTOPHER NG’ANG’A 22/04509 BCOM
IDA MUEMA 23/02749 BCOM
SYLVIA WACHIRA 23/03682 BCOM
KIBE SYLVIA MWANIKI 23/00818 BCOM
STEPHANY CHEPNGENO 21/07582 BCOM
KIBET BRANDON 22/04393 BCOM
NELLY WAKARINDI 23/02910 IBM
SHEILAH CHEROTICH 22/08593 BCOM
6.0: EMPLOYEE INVOLVEMENT IN QM
Employee involvement is critical component of quality management, as it helps ensure that
quality objectives are met across all levels of an organization. Employee involvement also
allows employees to systematically give their input or ideas into decisions that affects their
own work for example, decision making processes problem-solving and improvements in an
organization.
ASPECTS OF EMPLOYEE INVOLVEMENT IN QM
1. Empowering and Responsibility- Employees are empowered to take responsibility
for quality in their roles, making decisions and taking actions that impact quality
directly.
2. Training and Development- Proper training on quality standards, tools, and
techniques enables employees to contribute effectively to QM efforts.
3. Communication and collaboration-Open communication between management and
employees foster a quality-centric culture.
4. Problem -Solving and continuous Improvement-Involving employees in identifying,
analysing, solving quality-related issues helps in continuous improvement.
5. Recognition and Reward Systems-Recognizing and reward employees for their
contributions to quality management reinforces the importance of quality in the
word.
IMPORTANCE OF EMPLOYEES INVOVEMENT IN QM
1. Enhanced Ownership and Accountability:
When employees are involved in quality management, they feel a greater sense of
ownership over their work, which increases accountability and motivation to, maintain high
standards.
2. Improve Problem Detection and Resolution:
Employees who work closely with products, services, or processes can quickly detect
issues and take action to resolve them. This helps prevent minor issues from
becoming larger problems.
3. Increased Innovation and Continuous Improvement:
Employees involvement encourages the generation of innovative ideas and solutions
roar quality improvement.
4. Better Alignment with Organizational Goals:
When employees understand their role in QM and how it supports the company’s
goals, they are more likely to align their efforts with the organizations vision. This
fosters a unified approach to achieving quality objectives.
5. Cost savings and Efficiency Gains:
Employees involvement in identifying and resolving quality issues can help reduce
waste, minimize errors, and save costs related to rework and scrap. Efficiency
improvements lead to reduced operational costs and higher profitability.
In summary, employee involvement is essential in quality management as it not only
enhances quality outcomes but also fosters a culture of continuous improvement,
drives efficiency, and increases employees to take an active role in quality processes
ultimately strengthens the organizations competitive advantage.
6.1: QUALITY TEAMS
Quality teams are group of individuals who collaborate to ensure that an organization’s
products, services or processes meet high standards and align with customer expectations.
These teams are usually involved in identifying areas for improvement, implementing quality
control measures, and promoting a culture of continuous improvement.
Characteristics of Motivation and Commitment for quality
1. Shared goals and purpose: Members are motivated by a clear understanding of
the team’s objectives and the importance of quality to the organization’s success.
2. Accountability: Quality team members take ownership of their responsibilities and
are accountable for their work. This sense of responsibility motivates them to
produce high-quality results consistently.
3. Attention to Details: A strong focus on accuracy and thoroughness is crucial for
maintaining quality. Team members are motivated by their commitment to
precision and by avoiding errors that could affect quality.
4. Collaboration and Communication: Quality teams work well together, sharing
information openly and supporting each other. Effective communication and
collaboration enhance motivation as team members feel connected and engaged.
5. Customer Focus: A commitment to quality often stems from a strong focus on a
customer satisfaction. Team members understand that quality impacts the
customer experience which motivates them to uphold high standards.
6. Recognition and Reward Systems: Motivation is often re-enforced when team
members are recognised for their efforts in improving quality. Incentives, rewards,
and positive feedback can boost commitment and morale within the team.
7. Strong Leadership: Quality teams thrive under leaders who emphasize the
importance of quality, set high standards, and inspire the team to pursue
excellence.
In summary, fostering motivation and commitment within quality teams is essential for
creating a culture where high qualities are consistently met, and continuous improvement is
a priority.
6.2: QUALITY COUNCIL- FORMATION AND CHARACTERISTICS
Quality Council is an organization's high-level governing body in charge of monitoring and directing
the quality management procedures. The organization's adherence to quality standards, promotion
of continuous improvement, and alignment of quality efforts with strategic goals are all made
possible in large part by the council.
FORMATION OF A QUALITY COUNCIL
To spearhead quality management initiatives, a cross-functional group comprising senior executives,
quality specialists, and representatives from important departments is formed as a Quality Council.
An organization's high-level governing body in charge of monitoring and directing the quality
management procedures is called a Quality Council. The organization's adherence to quality
standards, promotion of continuous improvement, and alignment of quality efforts with strategic
goals are all made possible in large part by the council.
[Link] of Leadership:
Top executives from key areas like production, R&D, customer service, and operations, such as the
CEO, COO, or VPs, are usually included on the Quality Council. This guarantees that the council has
the power to decide on strategic matters that affect the entire company.
Incorporating leadership ensures that quality becomes a fundamental company value and
demonstrates a high level of commitment to quality.
[Link] of Quality Specialists:
Important participants include quality management experts, such as the Quality Assurance Manager,
Six Sigma practitioners, or other quality systems experts (ISO, Lean). Their responsibilities include
offering technical assistance and making ensuring that industry best practices are adhered to.
These professionals also assist the council in directing the use of procedures and standards that
promote ongoing development.
3. Representation Across Functions:
To give a comprehensive picture of quality throughout the company, members are selected from a
variety of divisions. In order to guarantee that all facets of the company are considered when
making high-quality decisions, this can involve members from the finance, marketing, HR, IT, and
supply chain departments.
Diverse viewpoints are made possible by cross-functional teams, which also guarantee that business-
wide solutions to quality problems are implemented.
[Link] Gatherings:
The council should convene on a monthly or quarterly basis to discuss problems, examine quality
indicators, and create improvement plans. The agendas of these meetings are set up to emphasize
process evaluations, customer input, and performance appraisals.
Frequent meetings guarantee that quality is maintained as a top concern and that problems may be
resolved quickly.
5. Clearly defined roles and objectives:
Every member of the Quality Council ought to have a distinct function. Some might concentrate on
allocating resources, some on keeping an eye on performance, and some on communicating with
outside parties or regulatory agencies.
Role definition guarantees accountability and committed leadership for every facet of quality
management.
[Link] and Documentation:
To guarantee openness and initiative implementation, the council's decisions, plans, and meeting
results are recorded and distributed to the appropriate departments.
Recording results facilitates progress monitoring and guarantees that all members of the company
agree with the quality objectives.
CHARACTERISTICS OF A QUALITY COUNCIL.
[Link] of Strategy:
Making sure that all quality efforts are in line with the organization's overarching strategy and
objectives is a crucial function of the Quality Council. This entails coordinating quality goals with the
mission and vision and incorporating them into the business plan.
Rather of existing as a separate department, quality becomes ingrained in the organizational culture.
[Link] and Leadership:
The council must have the power to approve quality projects, put quality policies into action, and
distribute funds and staff. The council's efforts could be ineffectual without authorization.
The council's high-level leadership guarantees the prompt and efficient implementation of quality-
related improvements.
[Link] of Resources:
Allocating financial, technical, and human resources to quality improvement projects is a major
responsibility of the council. Choosing to invest in new technology, training courses, or quality tools
like Six Sigma or Lean processes is part of this.
Allocating resources effectively guarantees that high-quality projects receive adequate funding and
are not neglected or underfunded.
[Link] to Ongoing Improvement:
By continuously looking for methods to improve operations, cut waste, increase product quality, and
adapt to shifting consumer demands, the council exemplifies the idea of continuous improvement.
Maintaining competitiveness and the ability to adjust to changing market conditions are guaranteed
by continuous improvement.
[Link] and Assessing Performance:
Key performance indicators (KPIs) pertaining to quality, such as defect rates, customer satisfaction
ratings, and on-time delivery, are established and tracked by the Quality Council.
The council can monitor progress, pinpoint areas for development, and take remedial action as
required by routinely assessing these indicators.
6. Customer-focused strategy:
A Quality Council's emphasis on customer satisfaction is one of its fundamental traits. To make sure
that the caliber of goods and services matches or surpasses consumer expectations, the council
frequently examines consumer reviews, grievances, and industry trends.
By ensuring that the company provides goods and services that the market values, a customer-
focused council can boost customer loyalty and lower attrition.
[Link] a Culture of Quality:
The council encourages a mindset in which everyone has responsibility for quality. It guarantees that
all staff members, from upper management to frontline staff, are aware of the value of quality and
actively participate in the company's quality initiatives.
This entails developing training initiatives, providing rewards for high-quality work, and highlighting
the value of quality at all organizational levels.
[Link] and Change Management:
Managing quality-related changes, such as introducing new technology, adjusting to legal
requirements, or reacting to consumer input, is another responsibility of the council. Over time,
upholding high standards of quality requires the capacity to lead and manage change.
Additionally, it guarantees that the company maintains its flexibility and can swiftly adapt to any
new obstacles or expectations related to quality.
[Link] Control:
In order to proactively address potential quality risks, such as supplier quality problems or process
bottlenecks, the Quality Council analyzes them and creates mitigation plans.
The ability to prevent or lessen the effects of quality failures on the company and its clients is
guaranteed by risk management.
BENEFITS OF A QUALITY COUNCIL
[Link] Perspective on Quality: A Quality Council makes sure that quality is seen as an issue that
affects the entire company, not just particular divisions.
[Link] Focus on Improvement: There is constant impetus to improve procedures, goods, and
services when a committed team is in charge of quality efforts.
[Link] Execution of Quality Initiatives: The council's power facilitates prompt decision-making
and expedited quality enhancements.
[Link] with Customer Expectations: Frequent evaluations of consumer input guarantee that
goods and services meet consumer needs, which raises client contentment.
[Link]-Term Sustainability of Quality Culture: By providing leadership and education, the council
contributes to the establishment of a long-term, sustainable culture of quality that guarantees staff
members are always involved in quality initiatives.
In Conclusion
An organization's quality management is governed by a Quality Council, which prioritizes
performance monitoring, resource allocation, strategic alignment, and continuous improvement. Its
leadership authority and cross-functional makeup guarantee that quality is incorporated into all
facets of the company. Long-term performance is mostly driven by the Quality Council, which
cultivates a culture that promotes excellence and aligns programs with organizational goals and
consumer expectations.
REFERENCES
[Link], J. M., & Gryna, F. M. (1993). Quality Planning and Analysis: From Product Development
through Use (3rd ed.). McGraw-Hill.
[Link], W. E. (1986). Out of the Crisis. MIT Press.
[Link], P. B. (1979). Quality Is Free: The Art of Making Quality Certain. McGraw-Hill.
[Link], J. S. (2003). Total Quality Management: Text with Cases (3rd ed.). Routledge
[Link], D. L., & Davis, S. B. (2016). Quality Management for Organizational Excellence:
Introduction to Total Quality (8th ed.). Pearson.
6.3: DEVELOPING A COMPANY AND WIDE QUALITY CULTURE
Developing a Company- Wide Quality Culture refers to establishing organizational mindset
where quality is prioritized at every level and in every aspect of operations. This kind of culture
emphasizes continuous improvement, customer satisfaction, and adherence to high
standards. Here is how companies typically develop a quality culture:
1. Leadership Commitment
➢ Set the Tone: Leaders must actively demonstrate a commitment to quality and
model it in their actions.
➢ Clear Vision: Define what quality means for the organization and communicate
it clearly to all employees.
➢ Resources: Invest in resources (training, tools, technology) that help support
quality initiatives.
2. Employee Engagement and Empowerment
➢ Training: Provide training on quality standards, processes and continuous
improvement methodologies (like Lean or Six Sigma)
➢ Ownership: Encourage employees to take ownership of quality within their
roles, which leads to a proactive approach.
➢ Feedback Loops: Create mechanisms for employees to suggest improvements
and report quality issues.
3. Customer Focus
➢ Understanding Needs: Regularly gather customer feed to understand needs
and expectations.
➢ Customer- Centric Processes: Design processes and products with the
customer in mind, focusing on value and satisfaction.
➢ Responsiveness: Quickly address customer concerns and use their feedback for
improvements.
4. Collaboration and Communication
➢ Cross- Functional Teams: Encourage collaboration across departments to
ensure that quality is a shared responsibility.
➢ Transparent Communication: Keep all teams informed about quality goals,
results, and updates on improvement initiatives.
➢ Celebrate Successes: Recognize and reward individuals and teams who
contribute to quality improvements.
Benefits of a Quality Culture
A company-wide quality culture enhances customer satisfaction, reduces costs associated
with defects and rework, improves employee morale, and strengthens the company’s
reputation. Developing this culture takes time and consistency but leads to long-term
sustainability and success.
6.4: EMPLOYEE MOTIVATION
Employee motivation is an incitement or inducement that encourages Employees to act or
move in a desired manner to achieve certain organisational goals.
Here are some key factors and strategies to consider:
1. Clear Goals and Expectations
• Why it matters: Employees are motivated when they understand what is
expected of them and how their work contributes to the company’s goals.
• How to implement: Set SMART (Specific, Measurable, Achievable, Relevant and
Time- bound) goals and provide clear role descriptions.
2. Recognition and Rewards
• Why it matters: Recognizing achievements boosts morale and reinforces
positive behaviour.
• How to implement: Implement a recognition program that celebrates both big
wins and everyday efforts. Rewards can be financial (bonuses, raises) or non-
financial (praise, awards, extra time off)
3. Career Development Opportunities
• Why it matters: When employees see a path for advancement, they are more
likely to be engaged and committed.
• How to implement: Offer training programs, mentorship and the chance to take
on new responsibilities. Encourage continuous learning and skills
development.
4. Work- Life Balance
• Why it matters: Employees who have a good work-life balance tend to be
happier, healthier and more productive.
• How to implement: Provide flexible scheduling, remote work options and
respect time off. Encourage a culture that values personal time.
5. Autonomy and Empowerment
• Why it matters: Allowing employees to have control over their work increases
their sense of responsibility and satisfaction.
• How to implement: Trust employees to make decisions, give them ownership
of projects and encourage them to bring new ideas to the table.
6. Supportive Leadership
• Why it matters: Leaders who are supportive and empathetic create a positive
work environment and encourage employees to perform at their best.
• How to implement: Train managers in leadership skills, promote open
communication and ensure leaders are accessible to their teams.
7. Positive Work Environment
• Why it matters: A healthy, inclusive and supportive workplace contributes to
overall job satisfaction and motivation.
• How to implement: Foster a collaborative culture, encourage team building
activities and create a physical workspace that is comfortable and conducive to
productivity.
8. Fair Compensation and Benefits
• Why it matters: Competitive pay and benefits show employees that the
organization values their contributions.
• How to implement: Regularly assess and adjust compensation to match
industry standards, and offer benefits that address employee’s needs, such as
healthcare, retirement plans and wellness programs.
9. Meaningful Work
• Why it matters: Employees are more motivated when they find purpose in their
work and feel they are making a difference.
• How to implement: Connect tasks to larger organizational goals and give
employees opportunities to work on projects they are passionate about.
Importance of employee motivation
• Enhances job satisfaction
• Increases effort of the employees to achieve their goals and meet performance targets
• Makes Employees actively engage in their work
• employees take ownership of their work and seek ways to continuously improve
• Improves problem solving and creativity
• facilitates stronger teamwork and collaboration
• Results to increased resilience and perseverance
Motivation can be classified into:
a) Positive Motivation
b) Negative Motivation
1. Positive Motivation
Positive motivation is a reward-oriented method. According to Edwin B. Flippo, “Positive
motivation is a process attempting to influence others to execute their will through the
possibility of gain or reward.”
Positive motivation includes the following aspects:
i. Praise and credit for work done
ii. A sincere concern for the subordinates
iii. Competition
iv. Participation pride
v. Delegation of authority
vi. Appreciation, and
vii. Pay (Wages)
2. Negative Motivation
This is intended to create fear, mainly backed by force, coercion/compulsion. This can further
be of two kinds- financial and non-financial. Negative financial motivation is inflicted on an
individual by making a reduction in his pay or wage etc and includes denial of privileges- leave,
overtime, perks and so on. This is mainly based on force and fear.
A person fears, for he knows the consequences of not performing the duty assigned to him.
Management, at times, threatens the worker with pay off, demotion etc, if he does not comply
the instructions passed on with him. Negative motivation has limitations because punishment
may lead to hostile attitude amongst the workers.
Techniques of employee motivation
1. Monetary techniques
Can be in form of money or incentives such more pay, fringe Benefits, security of tenure
and condition of service.
[Link] based techniques
Job Simplification, job rotation, job enlargement, freedom in planning for work, sense of
recognition responsibility and achievement.
[Link] styles
Different supervisory styles should be tried in different Circumstances for different
employees.
[Link] technique
MBO policy is concerned.
