LECTURE # 2:

Leadership is defined as individuals who are the leaders in an

organization, regarded collectively. It is the activity of leading a
group of people or an organization or the ability to do this.

 According to James MacGregor Burns introduce the concept

of leadership that a leader instill processes not control of
brute force. It shaped the organizational psychology as well
in setting specific behavior such as "leaders and followers
raise one another to higher levels of morality and motivation“.

 Transformational leaders offer a purpose that transcends

short-term goals and focuses on higher order intrinsic needs.

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 Leadership require intuitive understand of human
behaviour with basic needs, wants & abilities of people.
Below mentioned are some of important Leadership
concepts are:

 12 characteristics of quality leaders (refer pgs

30,31 Besterfield)

 7 Habits of highly effective people ( Pgs. 32-

39 Besterfield)

 The Deming philosophy ( Pgs. 39-43 Besterfield)

Prepared By: Muhammad Salman

Jamil 3
 Priority attention to external and internal customers needs
 Empower, rather than control, subordinates.
 Emphasize improvement rather than maintenance.
 Emphasize prevention.
 Encourage collaboration rather than competition.
 Train and coach, rather than direct and supervise.
 Learn from problems. When a problem exists.
 Continually try to improve communications.
 Continually demonstrate their commitment to quality.
 Selection of suppliers on the basis of quality.
 Establish organizational systems for quality effort.
 Encourage and recognize team effort.

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Habit 1: Be Pro-Active : Principle of Personal Choice
 The term "proactive" as coined by Victor Frankl, its up to you that you are
in state of proactive or reactive in terms of responding.
 Sometimes it considered as blaming other people and circumstances for
obstacles or problems.
 Being proactive means taking responsibility for every aspect of your life.
 Between stimulus and response, we have the power of free will to choose
our response.

Habit 2: Begin with the end in mind: Principle of Personal

Vision
 This is about setting long-term goals based on "true north" principles
that will guide your daily life. It is defined by a Personal Mission
Statement .
 It would help to Document your own vision in life, its difficult to
implement but essential.
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Habit 3: Put first things first
• A framework for prioritizing work that is aimed at short-term goals
• Some tasks that appear not to be urgent, are in fact very important.
• Delegation is an important part of time management.
• Successful delegation focuses on results and benchmarks that are agreed
upon in advance, rather than prescribed as detailed work plans.

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Habit 4: Think win-win (Public Victories)
 An attitude whereby mutually beneficial solutions are sought that satisfy
the needs of all parties involved. It is based on full of emotions are:
 Understanding
 Attend to little things
 Commitments
 Clear expectations
 Personal integrity

Habit 5: Seek first to understand, then to be

understood
(Public Victories)
 This habit is the most important principle of interpersonal relations.
 Effective listening is not simply echoing what the other person has said
through the lens of one's own experience.
 It is putting oneself in the perspective of the other person, listening
empathically for both feeling and meaning.

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Habit 6: Synergy

 Find ways of working in teams.

 Apply effective problem solving.
 Apply collaborative decision making.
 Value differences.
 Build on divergent strengths.
 Leverage creative collaboration.
 Embrace and leverage innovation.

Habit 7: Sharpen the saw

 Finally, the seventh habit is one of renewal and continual improvement,

that is, of building one's personal capability.
 To be effective, one must find the proper balance between actually doing
and improving one's capability to do that which you value.

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 It is defined as code of conduct of human behavior of
individuals & organizations.
 It is the principles, values and beliefs that define what

is right and wrong behavior.

 It is the process of influencing others to achieve goals.

Thus, we can define ethical leadership as the process of

influencing people through principles, values and
beliefs that embrace what we have defined as right
behavior.

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 There are numerous factors involved in identification of un-ethical
behavior in different aspects.
I. Organizations are not considering point of view of stakeholders
such as customers, employees etc.
II. Organizational rewards violate ethical standard for advertising.
III. Organization sets multiple standard for employees for working
at home or at work place.
IV. Managerial values of an organization hurts personal integrity.
V. There is not much check & balance between position and
powers of an employee.
VI. Organization’s investment on short term development
programs rather than long term and lack of knowledge of
employee affecting business as well.

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 Create and publish the aims and purposes of the
organization
 Do you have clear goals for the organization communicated to all employees?
 Learn the new philosophy

 How can everyone be empowered, feel a sense of ownership and share in the company’s
success?
 Understand the purpose of inspection
 With everyone participating our goals are to deliver perfect quality to our customers
 Stop awarding business based on price alone.
 We want to develop long term beneficial relationships with our suppliers.
 Improve constantly and forever the System
 At all levels, everyone should be involved in continuous improvement activities every
single day.
 Institute training
 If all employees are learning and growing every day, competition will be only a figment of
our imagination

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 Teach and institute leadership
 The leaders select the music, set the tone and insure that everyone is on board at every
moment.
 Drive out fear, create trust and create a climate for innovation
 Ask your associates what they fear and then do whatever is necessary to get rid of it.
 Optimize the efforts of teams, groups and staff areas
 Find ways to open communications between suppliers, customers and all employees.
 Eliminate exhortations for the work force
 Value is placed on doing and demonstrating
 Eliminate numerical quotas for the work force
 The method is balancing technology with people’s needs and aspirations and eliminating
those non-value adding wastes.
 Remove barriers to pride of workmanship
 Why come to work if it is not joyous?
 Encourage education and self-improvement for all
 Ask and plan now for an ongoing continuous educational process to help everyone become
the best that they possibly can be.
 Take action to accomplish the transformation.
 Ask Dr. Shingo would always “DO IT!”

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 All are responsible for quality improvement especially the senior management
& CEO’s
 Senior management must practice MBWA
 Ensure that the team’s decision is in harmony with the quality statements of
the organization
 Senior TQM leaders must read TQM literature and attend conferences to be
aware of TQM tools and methods
 Senior managers must take part in award and recognition ceremonies for
celebrating the quality successes of the organization & coaching others and
teaching in TQM seminars
 Senior managers must liaise with internal ,external and suppliers through
visits, focus groups, surveys must live and communicate TQM.

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 Begins with Sr. Managers and CEO’s & senior management role
can’t over stated.
 Timing of the implementation process
 Formation of Quality council
 Union leaders must be involved with TQM plans implementation
 Everyone in the organization needs to be trained in
quality awareness and problem solving
 Quality council decides QIP projects.

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 The quality council includes CEO and Senior managers of the functional
areas -research, manufacturing ,finance ,sales, marketing etc. and one
coordinator and a union representative.
 Duties- To develop the Quality statements e.g. Vision, Mission, Quality
policy statements, Core values etc.
 To develop strategic long-term plans and annual quality
improvement &
training program.
 Monitor the costs of poor quality and determine the performance
measure of an organization.
 Always find projects that improve the processes and produce customer
satisfaction.
 Establish work-group teams and measure their progress with review the
recognition and reward system for the TQM system.
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The core values and concept enables the framework for leaders throughout an
organization to take right decisions such as:

Visionary Leadership: It focus on the Future & it doesn’t only do relate to their titles
appear to have a similar focus but, most the terms used within the description of each
Core Value are identical.

Customer-Driven Excellence: It is based on two points judge by customers are

performance and Quality. There are some other characteristics that support these
behaviors are customer acquisition, satisfaction, preference, and loyalty; to positive
referrals; and, ultimately, to business expansion. It demands a customer-focused
culture. Therefore, customer-driven excellence demands organizational agility.

Organizational and Personal Learning: It achieve high level performance from

organization with systematic processes. It includes continuous improvement & better
approach. It is seven step process for organization & personal improvement.

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Valuing workforce members and partners: According to modern concept of
an organization setup is concerned the direction to an organization under diverse
knowledge, skills & other parameters of work force. There are some challenges for
implementation of leadership are internal & external parameters. It merely depends
upon partnerships & alliances. These partnerships are helpful in a way to achieve
long term objectives, mutual investments & cost effective.

Agility: Due to rapid changes in organizations the companies needs to introduce

agility and flexibility in operations. These decisions are required for betterment of
product & services also government policies are part of these changes. Examples of
such cases are disrupted events. It is required that organization want to shift to new
cycle under limited resources. One of the strongest challenge is from design to
introduction time is considered as innovation cycle time.

Focus on the future: Every organization wants sustainability for longer periods
which involve internal & external variables. As some of the external factors are not in
control but a company needs to prioritize. When focusing organization’s future
customer’s expectation & economical conditions are key parameters. The company
needs to adopt strategic objective to accommodate all available resources. A focus on
future involves consideration of all stakeholders with risks other market factors.

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Managing for innovation: Innovation plays an important role in
organizational success path. Innovation is required & all processes needs to
reshape as per market requirement. It would not possible without research &
development and integration as well. There is needs to introduce systematic
process & needs to trained staff accordingly then it would helpful for
organization success.

Management by fact: The numerical analysis tool is one of the important

tool in an organization which is helpful in analysis of performance. The data
involves many factors customer, product, supplier or stakeholder etc. It is
helpful in an organization towards decision making for management and
setting benchmark / indicator for an organization & setting goals.

Societal responsibility: There is social responsibility of an organization

towards society. Leaders of an organization focus on developing such strategy
that beneficial for public health & protection of society. There are some
factors that needs to take care and consider society problems
(Industrial Waste etc.) Managing societal responsibilities requires the
organization to use appropriate measures and leaders to assume
responsibility for those measures.

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Focus on results and creating value: For good organization the results
matter a lot for performance measurement for all stakeholders. It would
help to bring loyalty and contributes towards economy for region. It is
helpful in balancing the resources effectively & removal conflicts if any. In
short, it would helpful in short & long run priorities and helpful in
monitoring performance and developing strategy to improve results.

Systems Perspective: A systems perspective includes your senior leaders’

focus on strategic directions and on your customers. There is role of
senior management to monitor these tasks accordingly. A systems
perspective also includes using your measures, indicators and other
variables to build your key strategies with proper linking with your work
systems and key processes and aligning your resources. Thus, a systems
perspective means managing your whole organization, as well as its
components, to achieve success.

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 Vision statement – A short declaration of what the
organization hopes to be tomorrow, it involve the sound
criteria for decision making.

 Mission statement – A statement of purpose –who we are,

who are our customers, what we do , and how we do it. It
describe the functions of an organization for employees,
customer & suppliers.

 Quality policy – is a guide for everyone in the organization

,how they should provide products and services to
the customers.

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Strategic planning of an organization's process of defining its
strategy, or direction, and making decisions on allocating its
resources to pursue this strategy. It may also extend to control
mechanisms for guiding the implementation of the strategy.

There are below mentioned 7 steps for implementation of strategic

planning in an organization.

1. Customer needs
2. Customer positioning
3. Predict the future
4. Gap analysis
5. Closing the gap
6. Alignment
7. Implementation.

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 Goals must be focused

 Goals must be concrete

 Goals must be based on statistical evidence

 Goals must have plan or method with resources

 Goals must have a time-frame

 Goals must be challenging yet achievable

Prepared By: Muhammad Salman

Jamil 22
1. Customer Needs: The first step is to discover the future needs of the
customers. Who will they be? Will your customer base change? What
will they want? How will they want? How will the organization meet
and exceed expectations?

2. Customer Positioning: The planners determine where organization

wants to be in relation to the customers. Do they want to retain, reduce,
or expand the customer base. Product or services with poor quality
performance should be targeted for breakthrough or eliminated. The
organization’s needs to concentrate its efforts on areas of excellence.

3. Predict the future: Next planners must look into their crystal balls to
predict the future conditions that will affect their product or service.
Demographics, economics forecasts, and technical assessments or
projections are tools that help predict the future.

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4. Gap Analysis: This step requires the planner to identify the gaps between
the current state and the future state of the organization. An analysis of
the core values and concepts is an excellent technique for pinpointing
gaps.

5. Closing the Gap: The plan can now be developed to close the gap by
establishing goals and responsibilities. All stakeholders should be
included in the development of the plan.

6. Alignment: As the plan is developed, it must be aligned with the mission,

vision, and core values and concepts of the organization. Without this
alignment, the plan will have little chance of success.

7. Implementation: This last step is frequently the most difficult. Resources

must be allocated to collecting data, designing changes, and overcoming
resistance to change. Also part of this step is the monitoring activity to
ensure that progress is being made. The planning group should meet at
least once a year to assess progress and take any corrective action.

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 It is defined for strategy development for long term for prolong for a
fiscal period. It also covers the strategy for shorter period for
managers, workers & operating staff.

 It is required from all staff members to actively participate towards

policy making under provided skills. Normally, betterment of policy
would be year to year basis through suggestions from staff members.

 The comparative criteria would be goals, objectives of an organization

under available resources. As some multi-national firms have standard
“Annual Quality Management Program”, it would be perfect if at initial
stages improvement matters discussed from specialist (Quality
Council) or experienced personal of an organization.

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The communication plays an import role in leadership it sets up
direction for an organization. Below are some factors of
communication are:

 There must be clear feedback system that encourage two-way

communication at all levels.
 Through proper communication would help to remove barriers.
 There is need of effective communication is required at all levels
through periodical surveys so that clear message would b
transformed.
 The purpose of such communication helps to influence attitudes,
behavior to achieve goals and objectives of an organization.

Prepared By: Muhammad Salman

Jamil 26
 There are two basic types of communication are
formal & interactive.

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 Discussion regarding Formal & interactive
Communication required
There are multiple requirement of an organization
depends upon an environment. Sometime
Interactive Communication
interactive of un-formalWhen
situation required.
group discussion is required
you need to required knowledge, information sharing or training programs
management needs to communicate with the staff no one way
communication. Or there is group discussion every member of a group can
ask question. It is required when managers required to share information
with staff such type of communication used.

Formal Communication It’s a primary mode of communication &

considered as one-one communication. Although it has different shades such
as Email or printed media. The use of interned is also used in this form of
communication for external information. There are other tolls using in this
form are satellite television, presentation, video conferencing etc. are using
this form of communication.

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 Introduced in 1959, the 914 copier was a money machine nonpareil. It
was also arguably the finest product ever produced by any company
since it combined four technologies: chemical, optical, mechanical and
electronics.
 By the time it was retired in 1973, it was the biggest-selling industrial
product of all time, and Xerox was in the dictionary as a synonym for
photocopy. Success spoiled Xerox. To sustain its rapid growth, it needed
to move beyond copiers, but what could ever measure up to the 70% gross
profit margins of the 914?
 The strategy was for a cultural change that enabled and empowered
people with quality tools and processes to:

1. Meet customer requirements.

2. Achieve business priorities.
3. Continuously improve.

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1. https://strategyrules.wordpress.com/category/strategic-
planning-2/

2. Total Quality Management - Dale H. Besterfield et al.

,Pearson education LPE

3. http://www.wisquality.org/uploads/2010/12/2013-14-
Baldrige-Core-values.pdf

4. http://www.sba.pdx.edu/faculty/nbodek/Deming14.ppt

5. http://suresh-
norman.angelfire.com/TOTAL_QUALITY_MANAGEMENT.ppt

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Thank You

Prepared By: Muhammad Salman

Jamil