tqm:an introduction the philosophical perspective
TRANSCRIPT
TQM:AN INTRODUCTION
THE PHILOSOPHICAL PERSPECTIVE
LEARNING OUTCOMESDemonstrate an understanding of
the rational for quality management by explaining why organizations fail to survive.
Explain the requirements for survival and growth of entities
Demonstrate understanding by identifying and differentiating between anti-progressive forces and the forces of change
“WHY DO WE EXIST?”
WHY WE EXIST
To be useful to ourselves
To be useful to others (others here also refers to the society and community)
BEING USEFUL
Being USEFUL means making a positive impact or contribution either in your own life or on the society. Once someone or something becomes useful then it creates the condition for ACCEPTANCE
THE CONDITIONS FOR SURVIVAL
Acceptance then generates the right condition for SURVIVAL
Identifying and satisfying “customer” needs and requirements
Identifying and satisfying environmental requirements
HOW TO SURVIVE
Identify the customer- the business must identify customers that their operations directly or indirectly affects.
Identify and understand the environment in which to the business will operate.
GUANRANTEED GROWTHOrganizations and individuals are
only guaranteed growth after the conditions for survival are met
You have to survive first to grow
Overcome the FORCES OF CHANGE
THE FORCES OF CHANGEOvercome competition
Overcome technology
Overcome the anti-progressive Forces
ANTI PROGRESSIVE FORCESThe Blame GameDependency SyndromeIgnorance
NOTE: anything that competes with your success is your competitor as such you have to overcome it. Your ability to overcome competition would determine your growth.
PHILOSOPHICAL IMPLICATIONS
Organizations that fail to be useful thus “failing to produce goods and services that meets Customer and Environmental requirements would not be accepted hence not survive”
TQM helps both the organization and the individual to remain relevant and grow in this turbulent fast changing business environment.
DEFINING THE CUSTOMER
WHO IS THE CUSTOMER??CLUE: In the context of Quality
Management, the definition of the customer is not restricted to the end user or consumer but includes all those that are affected by the business processes.
ANY IDEAS???????????????????
THE CUSTOMER DEFINEDA customer is real or potential
individual that is directly or indirectly affected by the processes and activities/actions of the business.
Any Examples????????????
TYPES OF CUSTOMERSInternal customers;- for instance
in UPSA, internal customers includes the lecturers, students, management, council members, security, etc
External customers; Eg regulatory bodies such as EPA, national accreditation board, ministry of education, community, etc
Lets define them now????
CATEGORIES OF CUSTOMERS
Elective customersNon-user customersUnwilling customersCaptive customers
Categories of customers contdElective customers have choices and
they can decide to switch to any other alternative if a service or product does not meet their expectation. (Example, a voter during Election Day and a shopper at the mall)
Non user customers are those who purchase a service or a product but do not end up using that product or enjoying the service themselves (eg a nursing mother buying baby food)
Categories of customers contdUnwilling customers are those that
would have wished not to perform or avoided certain obligations but are unable to do so due to legal regimes in place that compels them to perform those activities. (Eg, paying road tolls and taxes).
Captive customers are those customers who have no choice but to deal with a certain entity usually because that entity is a monopoly. (Eg, Electricity Company of Ghana)
CHARACTERISTICS OF CUSTOMERS
Customers have rights to be respected
Customers have expectationsCustomers have needs to be
satisfiedCustomers have requirementsCustomers have legs (have
options)
IDENTIFYING THE CUSTOMERDo a stakeholder analysis to identify all
the “customers” of the enterprise you are engaged in, identify both internal and external customers of the enterprise and their respective requirements.
Note: you would always have a clue as to who the external customers are for a specific industry in terms of the regulators but same cannot be said for internal and other external customers.
THE ENVIRONMENT
To survive, organisations have to identify, understand and satisfy not only the physical environment requirement but also the business environment requirements.
ELEMENTS WITHIN THE BUSINESS ENVIRONMENT
Competition
The PESTLE or SLEPT factors
THE PESTLE FACTORS Political environment(the kind of
political system in place) Economic environment (Demand and
Supply forces and purchasing power of people)
Social environment (The socio-cultural beliefs of the people, for instance, to marry one need to consider values and beliefs and culture of where your spouse comes from!)
PESTLE FACTORS CONTD
Technological environment Legislation environment(legal
regimes that governs business operations)
Ecological environments(changing patterns of the weather and physical environment)
SUMMARYA business would only survive if
satisfies customer requirements eg, harmonize employee’s labour issues (internal customer) and meet all regulatory requirements (external customers). In addition to satisfying customer requirements, a business needs to meet all the environmental requirements. After all these requirements are met a business can now plan for GROWTH.