TQM:AN INTRODUCTION THE PHILOSOPHICAL PERSPECTIVE

LEARNING OUTCOMES Demonstrate 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 GROWTH Organizations 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 CHANGE THE FORCES OF CHANGE Overcome competition Overcome technology Overcome the anti-progressive Forces

ANTI PROGRESSIVE FORCES The Blame Game Dependency Syndrome Ignorance 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 DEFINED A 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 CUSTOMERS Internal 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 customers Non-user customers Unwilling customers Captive customers

Categories of customers contd Elective 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 contd Unwilling 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 expectations Customers have needs to be satisfied Customers have requirements Customers have legs (have options)

IDENTIFYING THE CUSTOMER Do 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)

SUMMARY A 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.