1. QUALITY COUNCIL 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.

2. Coordinator: Coordinator’s position should be a bright young person with executive potential. That person will report to the CEO. Responsibilities: 1. Build two-way trust, propose team needs to the council, share council expectations with the team, and brief the council on team progress. 2. Ensure that the teams are empowered and know their responsibilities

3. Activities:  To assist the team leaders,  share lessons learned among teams,  have regular leader’s meetings In smaller organization where managers may be responsible for more than one functional area, the number of members will be smaller

4. Duties of the quality council are to Develop with input from all personnel, the core values, vision statement, mission statement, and quality policy statement. Develop the strategic long-term plan with goals and the annual quality improvement with objectives. Create the total education and training plan.

5. Determine and continually monitor the cost of poor quality. Determine the performance measure for the organization, and monitor them.

6. Continually determine those projects that improve the processes, particularly those that affect external and internal customer satisfaction. Establish multifunctional project and departmental or work group teams and monitor their progress.

7. Establish or revise the recognition and reward system to account for the new way of doing business.

8. Once the TQM program is well established, a typical meeting agenda might have the following items; Progress report on teams. Customer satisfaction report Progress on meeting teams Recognition dinner Benchmarking report

9. Quality Statements  VISION STATEMENTS - what an organization aspires to be tomorrow -Successful visions are timeless, inspirational and become deeply shared within an organization -criteria for decision making Eg:-FLORIDA POWER & LIGHT Co The Preferred Provider of Safe, Reliable,and cost – effective products and services that satisfy the electric related needs of all customers

10. MISSION STATEMENTS - who we are, who are the customers, what we do, and how we do it - A Clear Statements of purpose For Employees, Customers and Suppliers -one paragraph or less in length, is easy to understand, and described the function of the organization

11. CANDIAN NATIONAL RAILWAYS Eg:- To Meet Customers’ transportation and distribution needs by being the best at moving their goods on time, safely and damage Free.

12. Quality Policy Statements It is a Guide For Everyone in the organization as to how they should provide products and services to the customers. written by the CEO with feedback from the work face and be approved by the quality council. Eg:-JOHNSON & JOHNSON To Make the Product Right First Time and Every Time

13. Common characteristics are: Quality is first among equals Meet the needs of the internal and external customers. Equal or exceed the competition Continually improve the quality. Include business and production practices Utilize the entire work force.

14. “Xerox is a quality company quality is the basic business principle for Xerox. Quality means providing our external and internal customers with innovative products and services that fully satisfy their requirements. Quality is the job of every employee.” -XEROX CORPORATION