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.