Leadership

Leadership is the ability to positively influence

people and systems under ones authority to have
meaningful impact and achieve the important
results.
Burns says, Leaders and followers raise one
another to higher levels of motivation and morality
leadership becomes moral in that it raises the level
of human conduct and ethical aspiration of both the
leader and the led, and thus has a transforming
effect on both .

Characteristics of Quality
Leaders

1.They give priority attention to external and internal

customers and their needs
2.They empower, rather than control, subordinates
3.They emphasize improvement rather than maintenance.
4.They emphasize prevention
5.They encourage collaboration rather than competition
6.They train and coach, rather than direct and supervise.
7.They learn from problems.
8.They continually try to improve communications
9. They continually demonstrate their commitment to
quality.
10. They choose suppliers on the basis of quality, not price
11. They establish organizational systems to support the
quality effort.
12. They encourage and recognize team effort .

Leadership
Other Kinds of Leaderships are :
Individual Leadership
Team Leadership
Organization Leadership

Individual Leadership
Maintaining the focus and discipline to consistently
complete jobs.
Being proactive in identifying and solving problems.
Work for win-win agreement
Making continuous learning a personnel habit.

Team Leadership
Making those around you successful
Removing barriers to team performance
Establishing the good lines of communication
Resolving problems

Organisational Leadership
Clear values
Creating a competitive advantage , customer and
market focus
Continual learning

Effective Leadership
Five core leadership skills :

Vision
Empowerment
Intuition
Self understanding
Value congruence

Leadership
A habit is the intersection of knowledge, skill, and
desire. Knowledge is the what to do and the why;
skill is the how to do; and desire is the motivation
or want to do. In order for something to become a
habit you have to have all three.
The 7 habits are a highly integrated approach
that moves from dependency (you take care of
me) to independence (I take care of myself) to
interdependence (we can do something better
together). The first three habits deal with
independencethe essence of character growth.
Habits 4, 5, and 6 deal with interdependence
teamwork, cooperation, and communication.
Habit 7 is the habit of renewal.

The 7 Habits of Highly Effective

People
Habit 1: Be Proactive
Reactive

Proactive

Theres nothing I can do

He/She makes me so mad

Lets
look
at
our
alternatives
I control my own feelings

I have to do that
I cant I must

I
will
choose
an
appropriate response. I
choose I prefer.

Things are getting worse

What initiative can we use?

The 7 Habits of Highly Effective

People
Habit 2: Begin with the End in Mind
Habit 3: Put First Things First
Habit 4: Think Win-Win
Habit 5 : Seek First to Understand, Then to Be
Understood
Habit 6: Synergy
Habit 7: Sharpen the Saw

Leadership-Seven Steps to
Strategic Planning
1. Customer Needs
2.Customer Positioning
3.Predict the Future
4 .Gap Analysis
5. Closing the Gap
6. Alignment
7. Implementation

Customer Satisfaction
The most important asset of any organization is
its customers. An organizations success depends
on how many customers it has, how much they,
buy, and how often they buy. Customers that are
satisfied will increase in number, buy more, and
buy more frequently. Satisfied customers also pay
their bills promptly, which greatly improves cash
flowthe lifeblood of any organization

Customer Satisfaction
Total Quality Management (TQM) implies an
organizational obsession with meeting or exceeding
customer expectations, so that customers are
delighted. Understanding the customers needs and
expectations is essential to winning new business
and keeping existing business. An organization must
give its customers a quality product or service that
meets their needs at a reasonable price, which
includes on-time delivery and outstanding service.

Customer Satisfaction
There are two distinct types of customersexternal and
internal. An external customer can be defined in many
ways, such as the one who uses the product or service, the
one who purchases the product or service, or the one who
influences the sale of the product or service. For instance,
McDonalds determined the customer to be the child when
they introduced their Happy Meals. The child never paid for
the meals but the child influenced the sale. Oftentimes,
parents purchase lawnmowers and yet the teenage children
use the lawnmowers. The identity of the external customer
is not always easy to determine.

Customer Satisfaction
An American Society for Quality (ASQ) survey on end user
perceptions of important factors that influenced purchases
showed the following ranking:
1. Performance
2. Features.
3. Service
4. Warranty
5. Price
6. Reputation

Customer Satisfaction
Feedback

Customer feedback must be continually solicited and monitored.

Customers continually change. They change their minds, their
expectations, and their supplier. Customer feedback is not a
one-time effort; it is an ongoing and active probing of the
customers mind. Feedback enables the organization to :

Discover customer dissatisfaction.

Discover relative priorities of quality

Compare performance with the competition.

Identify customers needs.

Determine opportunities for improvement.

Customer Satisfaction
Focus Groups
Customer focus groups are a popular way to obtain feedback,
but they too can be very expensive. These groups are very
effective for gathering information on customer expectations
and requirements.
Toll-Free Telephone Numbers
Toll-free (800/888) telephone numbers are an effective
technique for receiving complaint feedback. Organizations can
respond faster and more cheaply to the complaint. Such a
number does not, however, reach those who decided not to
buy the product or those who discovered some likable feature
on a competitors product.