TQM Leadership

QUALITY,
LEADERSHIP
AND TOP MANAGEMENT:
THE ESSENCE OF LIS
BY
Dr. SYED NEHAL IMAM
Introduction
• Those who aim high reach high

1.Quality
• Quality can be described as doing the right thing, in right way on
right time as well as doing it right the first time and doing it
right every time.
• In the context of Library, it can be described as
Q – Quest for excellence of knowledge
U – Understanding the user’s need
A – Actions to achieve user’s demand
L – Leadership quality for Librarian
I – Involving all staff
T – Team spirit for achieving common goal
Y – Yard stick to measure progress
What is Total Quality?
• Total Quality involves a continuous improvement

effort by everyone, top to bottom of the organization
to meet or exceed the users’ satisfaction. It includes
systems, methods and tools
• Basic principals of Total Quality
1. Focus on the user: Meeting or exceeding user’s needs

2. Participation and Teamwork: Participation through team
work to get maximum output.
3. Employee involvement and Empowerment: Empowering
employees with some authority and responsibility to make
them a vital force for achieving quality target.
4. Continuous Improvement and Learning:
Improvement and learning is never ending process.
5. Senior Management Commitment: Librarian must be

personally involved in activities such as planning,
implementation of policies , reviewing quality
performance and interacting with users etc.
6. Process Identity: Identifying the process and sub

process, interrelating and sequencing them in proper
way.
7. Continuous Process Improvement

• Reduce Resources
• Reduce Errors
• Meet or exceed the user’s requirement.
• Make the process safer
• Make the process more satisfying to the person doing
8. System approach:-Operation should be defined by
a system followed by sub-system.
9. Self Assessment:-To know the strength and
weakness.
10. Prevention rather than defecting errors:-By
various tools and techniques such as statistical process
control.
11. Strategic planning:-It reveals “who are our users?
What is their expectations? How do we achieve this
goal? What workforce, machine and money is required?
etc
12. Quality measurement:- “To know what is our
current quality level? And what quality level we aspire to
achieve?
IMPLEMENT THE FOLLOWING THEORIES OF QUALITY GURUS
• Juran’s Triology: continuous improvement by planning , control and
improvement.
• Kaizen: No capital investment but improvement by maintaining
and improving the existing process.
• Japanese 5s (Five S: Housekeeping)
• SEIRI: Separate all unnecessary items
• SEITON: Arrange the essential things in order so
that they can be easily accessed
• SEISO: Cleaning workplace & dusting items
• SEIKETSU: Standardize cleanliness
• SHITSUKE: Do the previous four steps daily
• EDWARD DEMING THEORY
PLAN : What is to be done?
DO : Execute the plan.
STUDY: Study the results.
ACT : Decide the required process
• Process re-engineering
Focuses on dramatic improvement of quality and
speed of work to reduce its cost by fundamentally
changing the process by following methods.
 Study the best practices
 strategic re-design of process
 involve the right team of people
 logical and skilful use of Information technology
 change management style
 continuous improvement of process
2. LEADERSHIP
• “A leader is one who guides and directs other people”
• Old concept:-
Leaders are born.
• New concept:-
Good leaders are made not born.
• Requirements for effective leadership
He must have technically proficient.
He must be initiative.
He must motivate employees and understand human nature.
He must provide guidance to sub-ordinates.
He must seek responsibility and take responsibility.
He must create confidence in sub-ordinates.
He must keep staff well informed.
He must take sound and timely decision.
• Six new skills for librarians
Creative insight:-Ask right questions and frame right answer.
Sensibility:- Be sensitive to a culture created by people in
the organization.
Vision:- Have a vision about future.
Versatility:- Adopt to change comfortably, pursue difficult
skills to be versatile.
Focus:- on available resources.
Patience:- Living in the long term.
• Adopt and institute Leadership not Managership.
Manager Leader (Librarian)

Reactive proactive
Finds faults Coaches
Doesn’t care to understand Understand process
Sits in his chair Moves around
Maintains process Improves process
Communicates rarely Communicates frequently
Asks questions Seeks suggestions
Gives lip service to quality Exemplary quality
Performs R&D Innovates products and
services
Maintains status quo Continuous improvement
3.TOP MANAGEMENT
• Cross by Phillip says – “senior management is 100% responsible for
the problem of quality and its continuance”.
• We must try to understand that people prefer the status quo to the
unknown, they are often reluctant to undertake any type of change in
their daily environment.
• Librarian must follow these strategies of Top management to achieve
quality.
 Adapt new philosophy
 Cease dependence on mass inspection.
 Institute training.
 Drive out fear.
 Breakdown barrier between staff areas.
 Eliminate slogans, exhortations and targets for the workforce.
 Eliminate Numerical quota for the workforce
 Remove barriers that rob people’s pride of workmanship.
 Encourage education and self improvement for everyone.
 Follow proactive management (Foresee what will happen in future?)
 Take adventurous and bold steps.
 Do it right first time itself.
 Follow continuous preventive action.
 Care for little things and accumulate gain.
 Ensure economic performance.
 Management by walking around.
 Follow plan-Do-Study-Act to measure success.
 Adopt benchmarking.
 Never rest on past laurels, Continue to improve
(Bill Gates of Microsoft never rested on his past success of MS-DOS but
kept updating it by his innovation. Now he is computer wizard)
“Those who aim high reach high”

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QUALITY,

• Those who aim high reach high

• Total Quality involves a continuous improvement

• Basic principals of Total Quality

1. Focus on the user: Meeting or exceeding user’s needs

5. Senior Management Commitment: Librarian must be

6. Process Identity: Identifying the process and sub

7. Continuous Process Improvement

Manager Leader (Librarian)

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