Documente Academic
Documente Profesional
Documente Cultură
QUALITY DEPARTMENT
POWER SECTOR SOUTHERN REGION
CHENNAI - 600 035
CONTENTS
Sl.
DESCRIPTION
No.
01 Introduction
PAGE
No.
02
02
08
03
CII Model
10
04
Exhibits
40
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INTRODUCTION
Organisations Culture
The Organisations culture is basically divided into three
categories as follows;
A) Jungle Culture:
In Jungle, all the animals start the day with planning how
to get a prey and how to avoid being a prey for others.
These conditions create high fear complex and conscious
movement, trying to maintain safe distance from one
another.
In some Organisation this fear (jungle) culture is followed
which creates a great barrier to any incremental or break
through improvements.
B) Zoo Culture:
In Zoo, all the animals are caged and are in no hurry to
getting their food as the same is taken care of and there
is no fear of being a prey for others.
In some Organisation, such fear free culture is followed
with highly defined boundaries of operation. Such culture
normally is very rigid and greatly reduces scope for
improvements and growth.
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C) Circus Culture :
The total operation of the Circus Culture is well
disciplined, planned and trained to be systematic,
integrated, innovative and synchronised. Also it always
aims at continuous innovative improvement in all their
functional areas to achieve the satisfaction of all stake
holders. In few Organisation such culture is being
followed which gives freedom for continuous
improvements, benefiting all employees, customer,
supplier, society and all stake holders.
Every organisation is now striving to achieve basic
cultural change mostly towards circus culture to achieve
TQM through continuous improvement.
Quality Management is broadly divided into two
categories;
1.
2.
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Individual development
Organisation development
Customer delight
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Adopted by Japanese
Organisations
-
Adopted
by
Organisations
3.EFQM Model
Adopted by European
Organisations
Quality
Management
ACT
CHECK
PLAN
DO
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TQM
model
with
Organisations
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Results
7. People Results
90 points
6. Customer Results
200 points
8. Society Results
60 points
9. Key Performance
Results 150 Points
3. People
90 points
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1d
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Criterion 5
Processes
Definition
Excellent organisations design, manage and improves
processes in order to fully satisfy, and generate
increasing value for, customers and other stakeholders.
5a
Processes are systematically designed and
managed
This may include:
designing the organisations processes, including
those key processes needed to deliver policy and
strategy;
Identifying process stake holders and managing
interface issues inside the organisation and with
external partners for the effective management of
end-to-end processes;
establishing the process management system;
applying systems standards covering for example,
quality management systems, environmental
systems, occupational health and safety systems in
process management;
implementing process indicators and setting
performance targets;
reviewing the effectiveness of the process
framework in delivering the organisations policy and
strategy.
5b
Processes are improved, as needed, using
innovation in order to fully satisfy and
generate increasing value for customer and
other stakeholders.
This may include:
identifying and prioritising opportunities for
improvement, and other changes, both incremental
and breakthrough;
using performance and perception results and
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6a
Perception Measures
recycled materials.
recycling.
8b
Performance Indicators
These measures are the internal ones used by the
organisation in order to monitor, understand, predict and
improve the performance of the organisation and to
predict perceptions of society.
Depending on the purpose of the organisation examples
of measures that may be made include:
Handling changes in employment levels;
Dealings with authorities on issues such as:
certification;
clearances
import/export
planning;
product release.
Accolades and awards received.
Exchange of information in relation to social
responsibility good practices, auditing and social
reporting.
Criterion 9
Key Performance Results
Definition
Excellent organisations comprehensively measure and
achieve outstanding results with respect to the key
elements of their policy and strategy.
9a
Key Performance Outcomes
These measures are key results defined by the
organisation and agreed in their policy and strategies.
Depending on the purpose and objectives of the
organisation some of the measures contained in the
guidance for key performance outcomes may be
applicable to key performance indicators and vice versa:
Page No 36 of 61
CUSTOMER SATISFACTION
CUSTOMER CATEGORY
Delighted customers
Dis-satisfied customers
Satisfied customers
Indifferent customers
Lost customers
Non customers
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FUNCTION OF MANAGEMENT
Breakthrough ..
Innovation of
Improvement
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Competitive advantage
Vehicle for
Strategy Implementation
Enables
Enhances
Performance of individuals
(as good as processes allow it to be )
Frequently
Not documented
Not Understood
Not Managed
Not Improved
CRITICAL PROCESSES
* Make or Break the Business
* Consume the most of the Business Resourcing
* Deliver Fundamental Value to the Customer(s)
ESCAPE: METHODS TO STREAMLINE PROCESS
Eliminate
Simplify
Combine
Automate
Parallel path -
1.
Avoid documents
2.
change sequence
3.
4.
5.
Reduce Rework
6.
7.
8.
9.
10.
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Incremental
Design
Transformation
Redesign
Reengineerin
g
Focus
Tasks
Critical
Processes
Critical
Processes
Processes
+ Systems
Action
Solve
Problem
s
Remove
Complexity
Create New
Process
Create
New
Organisatio
n
Returns
1-10%
10-50%
>50%
Success
95%
80%
30%
Who
Service
provider
Statistic
s Many
Upper
Managemen
t
Clean sheet
of paper
Owner &
Executive
Tools
Middle
Managemen
t
Flow chart
Many
Financial
Many
Page No 51 of 61
STATUS
- Genuine World Class
- Excellent approaches leading to
excellent results
- Amongst outstanding companies
- Potential for World Class
- Doing the right things
- Potential for becoming outstanding
company
- Competently managed
- Quality initiatives have taken roots
- Leading to good results
- Many activities (Enablers)
- Doing things right
- Loose linkages with Results
- Several quality initiatives started
- Lacking focus on results
Shared vision
Top
management
involvement
Focus
Processes
Empowerment
Learn
Patience
commitment
and
Page No 52 of 61
- Management commitment
- No quick fix
- Investment :
-
Time,
Money &
Effort
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INDIVIDUAL
LEADERSHIP
SKILLS
Ability to choose
what you want to
do and maintain
the focus, energy,
discipline, and
enthusiasm to
consistently
complete the
required tasks
Making
continual
learning
a
personal Habit
Being
proactive
Solving
problems
Networking
Working
for
WIN-WIN
Agreements.
BUSINESS
LEADERSHIP
SKILLS
Ability to choose
the right avenue
for business
success
selecting the
right
business
creating a
distinct
competitive
advantage
(finding a
Niche)
promoting
and
marketing
Making
Business
transitions
EXECUTIVE
LEADERSHIP
SKILLS
Ability to
effectively
support a whole
organisation in
fulfilling its
mission and
meeting its
goals.
Defining and
Articulating
Meaningful
purpose
Assembling
the right
people (and
other
resources)
Providing
Direction,
support and
structure
Defining and
Teaching
roles
Managing
the executive
work
processes
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TEAM
LEADERSHIP
SKILLS
Ability to help
make
those
around
you
successfully
contribute to the
larger organisation
or business
Chartering for
success
Designing
good meeting
agendas
Resolving
Issues
Removing
Barriers
Communicatin
g for improved
Performance
PROCESS
LEADERSHIP
SKILLS
Ability to design
or
find,
and
effectively
use
the best-known
methods
available
to
accomplish your
work
Planning
work
Controlling
work
Improving
work
Benchmarkin
g best known
methods
Reengineering
Business
processes
PERFORMANC
E LEADERSHIP
SKILLS
Ability to become
the best in a
chosen area of
performance
(i.e., becoming
and sustaining
world
class
status)
understanding
and satisfying
customer
needs
measuring
results
Reviewing
and analysing
performance
Verifying
status with
comparative
data
Identifying
improvement
opportunities.
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