2a - Principles of Quality W Student Activities

Principles of Total Quality
applied in School activities
Besterfield: Quality Control, 8th ed.. © 2009 Pearson Education, Upper Saddle River, NJ 07458.
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Outline
Customer Focus and Delight
Process Approach
Continuous Improvement and Learning
Empowerment and Teamwork
Leadership and Strategic Planning –
Leadership style
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1. Customer Focus and Delight
Who is the Customer?
External Customer -- those who receive the final
products. Occurs normally at the organizational
level
Internal Customers -- occur at the process and cross-
departmental levels within the company
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Customer Focus and Delight – Contd.
Checklist to improve satisfaction:
1. Who are my customers?
2. What do they need?
3. What are their measures and
expectations?
4. How is my product or service?
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Checklist to improve satisfaction:
5. Does my product or service exceed
expectations?
6. How do I satisfy those needs?
7. What corrective action is necessary?
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Customer Feedback:
1. Comment cards and formal surveys
2. Focus groups
3. Direct customer contacts
4. Field Intelligence
5. Study complaints
6. Monitoring the Internet
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How did you ensure customer focus
and delight?
• Personalized service
• Customer interaction
• Engaging customers in the activities
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2. Process Approach
FEEDBACK
PROCESS OUTPUT
INPUT People Information
Materials Equipment Data OUTCOMES
Money Method
Product
Procedures
Information Environment Service, etc.
Data, etc Materials
CONDITIONS
Input/output process model
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Process Approach
 View work as a process
 Make all processes effective, efficient, and
adaptable
 Anticipate changing customer needs
 Control in-process performance using
measures such as scrap reduction…
 Maintain constructive dissatisfaction with
the present level of performance
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How did you ensure smooth flow of the
process ?
• Carefully planned the activity

• Made a concept paper ( venue, time,
participants, activities) and followed it
• Segregated/delegated tasks and come up
with a committee
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3. Continuous Improvement and Learning
The Goal is to achieve perfection:
 Eliminate waste and rework
 Investigate non-value added activities
 Eliminate nonconformities
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Continuous Improvement and Learning
Problem-Solving Method:
1. Identify the opportunity
2. Analyze the current process
3. Develop the optimal solution(s)
4. Implement changes
5. Study the results
6. Standardize the solution
7. Plan for the future
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How did you prepare for the activity?
Who are the persons you consulted and what books
and magazines did you use?
• Through concept planning

• Referred to Financial management
books, fashion trends magazines, ASEAN
Integration materials
• Consulted Chairperson and other
persons who could guide you in the
activity
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4. Employee Empowerment
……. any activity by which employees participate
in work-related decisions and improvement
activities, with the objectives of tapping the
creative energies of all employees and improving
their motivation
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Employee Empowerment
 Basis for involving employees:
1. to increase the likelihood of a good
decision or a better plan;
2. to promote ownership of decisions
by involving the people who will have
to implement them.
 Empowerment means not just involving
people but involving them in ways that give
them a real voice.
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Employee Empowerment
Education and Training:
 The cost of education and training for all
personnel is enormous and the time to achieve
it is lengthy
 Educational needs vary by function area,
department and job
 Quality Council may want to establish a project
team for the planning of the program
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What values were exhibited by the organizers before,
during, and after the activity?
• Charity
• Community
• Commitment to Mission
• Charism
• Christ-centeredness
• Patience
• Commitment
• Creativity
• Hospitality
• Teamwork
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5. Leadership
The ability to positively influence people and
systems to have a meaningful impact and
achieve results
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Leadership
 Recognize that the quality function is no more
responsible for product quality….Quality is the
responsibility of everyone in the organization
 Commitment to quality becomes part of the
corporation’s business strategy and leads to
enhanced profit and an improved competitive
position
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Leadership
Leadership System:
Refers to how decisions are made,
communicated, and carried out at all levels;
mechanisms for leadership development, self-
examination, and improvement
Effectiveness of leadership system depends in
part on its organizational structure
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Leadership
Leadership Characteristics:
1. Give priority attention to external and internal
customers and their needs
2. Empower, rather than control, subordinates
3. Emphasize improvement rather than maintenance

4. Emphasize prevention
5. Encourage collaboration rather than competition
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Leadership
Leadership Characteristics Cont’d:
6. Train and coach, rather than direct and supervise
7. Learn from problem
8. Improve communications
9. Demonstrate their commitment to quality
10.Choose suppliers on the basis of quality, not price
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Leadership
Leadership Characteristics Cont’d:
11. Establish organizational systems to support
the quality effort
12. Encourage and recognize team effort
Leadership is essential during every phase of the

implementation process and particular at the
start!!!!!
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What are the traits of the leaders in the
activity?
Charismatic Responsible
Committed Creative
Confident Open-minded
Composed Punctual
Participative Passionate
Team player attitude Risk Taker
Resourceful
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SPU Manila Vision statement
We envision SPU Manila as Christ-centered educational institution,

committed to forming persons into becoming integrated, competent, and
compassionate, in the service of the church and the society
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SPU Manila Mission statement
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PAULINIAN INSTITUTIONAL GRADUATE/EXIT OUTCOMES (PGO) and its
PAULINIAN GRADUATE ATTRIBUTES (PGA)
IGO 1. Ethical, Paulinian LEADERS & PROFESSIONALS
1.1 Consistently adhere to ethico-moral standards of decision making and
behavior in their personal, professional and
organizational affairs
1.2 Declare, affirm, and manifest the values and principles of honesty,
transparency, responsibility, accountability, and fairness in their professional
lives and endeavors
1.3 Launch and sustain initiatives that openly advocate and tangibly uphold the
rights and dignity of those seeking redress for all forms of injustices committed
against them, and reach out to those who are deprived, marginalized
and underserved
1.4 Articulate advocate and exhibit Paulinian ideals and values in their private and
professional lives nurtured by prayer and a deep relationship with God
1.5 Speak out and take action to expose and redress violations of social and
professional norms and principles whatever the consequence may be.
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IGO 2. Cutting-Edge, Resilient, VISIONARIES & INNOVATORS
2.1 Stay abreast of emerging social and technological trends and proactively
pursue fruitful ways on capitalizing on
them
2.2 Clarify and explain emerging and potential social, economic, political, and
technological trends affecting their field
and propose feasible ways to incorporate them in their work
2.3 Develop and propose ideas for innovations in their field, meticulously testing
their feasibility and utility
2.4 Design creative ways to address challenges in their field that transcend
conventional approaches to dealing with them
2.5 Explain significant setbacks they have experienced in life and how they have
summoned the inner resources and used “out of the box” thinking and actions to
address and overcome them.
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IG0 3. Engaging, Trustworthy Team Builders & Mentors
3.1 Invite open, non-judgmental communication with others, listening closely to
the intent and spirit of their words and offering clear, constructive responses in
return
3.2 Clarify at the outset the substance and intent of all agreements and
commitments made, making every effort to fulfil them and supporting others to
do the same
3.3 Publicly explain the purpose and potential benefits of all group endeavors,
enlisting explicit agreement and support
for them from participants before proceeding
3.4 Initiate and develop jointly beneficial and sustainable projects with colleagues
in which plans and responsibilities
are equitably shared, reliably carried out, and honestly evaluated by all
3.5 Willingly and openly share relevant insights, observation, expertise, guidance,
and support with less experienced colleagues.
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IGO 4. Reliable, Productive Experts & Implementers
4.1 Set and diligently pursue high performance standards for the continuous
improvements of themselves and their organization
4.2 Accurately describe the knowledge and skills that adept career professionals in
their field consistently demonstrate, and evaluate whether theirs compare
favorably
4.3 Continuously improve their competencies, the quality of their work, and their
tangible benefits to fellow colleagues and clients
4.4 Develop and accomplish projects related to their work that meet or exceed
quality standards within agreed-upon timelines and resource limits
4.5 Develop and regularly update a personal performance portfolio that highlights
advancements in their knowledge, techniques, and tangible accomplishments
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ATTRIBUTES (PGA)
IGO 5. Dedicated, Transformative SUPPORTERS & STEWARDS of ALL CREATION

5.1 Promote and actively participate in Initiatives that benefit and directly support
the right of all creatures to exist and
flourish
5.2 Devise and carry out programs and strategies that drive society toward
consciously preserving and improving the viability of our planet’s eco and social
support system
5.3 Devote their time, talents, and resources to improving and maintaining the
well- being and health of peoples especially the less privilege and underserved
5.4 Mobilize others in advocating and implementing public policies and programs
that foster peace of peoples, justice, solidarity and respect for life and culture
5.5 Act decisively to inform and lead others to ways of tangibly reducing
environmental problems and improving the quality of life in their local and larger
communities
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Individual Assignment
1. How did the activity help me become integrated, competent, and compassionate?
2. For each PGO, choose 1 PGA that you exhibited in the preparation and
implementation of the activity. Explain how you exhibited each PGA
Example:
IGO 2. Cutting-Edge, Resilient, VISIONARIES & INNOVATORS
2.4 Design creative ways to address challenges in their field that transcend
conventional approaches to dealing with them
Explanation:
In the PaulAsean activity, we encountered a problem due to sudden
changes in the schedule. This was a challenge for us. WE solved the
problem by …………..
To be submitted in MS Word Format, Arial 11, 1.5 spaces, short coupon bond
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Principles of Total Quality

applied in School activities

Input/output process model

• Carefully planned the activity

• Through concept planning

3. Emphasize improvement rather than maintenance

Leadership is essential during every phase of the

We envision SPU Manila as Christ-centered educational institution,

IGO 5. Dedicated, Transformative SUPPORTERS & STEWARDS of ALL CREATION

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