BM2408 Handout 1: Total Quality Management and Organizational Culture (Vocabulary Flashcards)

Vocabulary flashcards covering key terms and concepts from the handout on Total Quality Management, leadership, data-driven decision making, organizational culture, and change management.

A holistic management approach focused on continuous quality improvement to achieve customer satisfaction and competitive advantage.

Total Quality Management (TQM)

Leadership that fosters employee engagement, innovation, accountability, collaboration, and continuous improvement to drive quality initiatives.

Total Quality Leadership

A core leader trait that sets a clear future direction and inspires others to work toward it.

Visionary

Active listening, clear speaking, and open information sharing within the organization.

Effective Communication

Honesty and ethical behavior that sets a standard for others.

Integrity

Flexibility to adjust to changing environments and demands.

Adaptability

Awareness and management of one’s own and others’ emotions to improve interpersonal relationships and performance.

Emotional Intelligence

Making timely, well-informed decisions.

Decisiveness

Giving employees authority and responsibility to act on quality improvement.

Empowerment

The ability to recover from setbacks and continue pursuing quality goals.

Resilience

Open sharing of information and inclusion in decision-making processes.

Transparency

Long-term, anticipatory thinking about opportunities, risks, and the organization’s direction.

Strategic Thinking

Leadership with centralized control and little input from others.

Autocratic Leadership

Leadership that involves team members in decision-making.

Democratic Leadership

Leadership that grants high autonomy and minimal direct supervision.

Laissez-Faire Leadership

Motivating through rewards and punishments to achieve specific goals.

Transactional Leadership

Adapting leadership behavior to the needs of the situation and team.

Situational Leadership

Setting and implementing long-term goals and guiding organizational strategy.

Strategic Leadership

Leadership based on rigid rules, procedures, and hierarchical order.

Bureaucratic Leadership

Dedication of senior leaders to embedding quality into culture, resources, and processes.

Top Management Commitment

Defining and communicating a clear TQM-related vision, goals, and a roadmap.

Clear Vision

Allocating finances, technology, and skilled people to support TQM initiatives.

Provide Necessary Resources

Leaders actively participate in quality efforts and model desired behaviors.

Lead by Example

Encouraging cross-functional teams, open communication, and knowledge sharing.

Foster Collaboration and Teamwork

Ongoing programs to enhance skills and knowledge related to TQM.

Continuous Training and Development

Acknowledging and rewarding individuals and teams for exceptional quality work.

Recognize and Reward Quality Performance

Regularly tracking metrics, audits, and using data-driven decisions to guide improvement.

Monitor and Measure Performance

Promoting a culture that understands and exceeds customer expectations.

Encourage Customer Focus

Embedding TQM into values, policies, and processes for lasting impact.

Maintain Long-term Commitment

Making decisions based on data analysis and evidence rather than intuition.

Data-Driven Decision Making

Revenue, profit margins, and cash flow used to guide investments and strategies.

Financial Data

Trends, industry research, and competitor analysis used to identify opportunities and risks.

Market Data

Production efficiency, quality metrics, and supply chain performance.

Operational Data

Employee performance, turnover, and training outcomes used for talent decisions.

Human Resources Data

Purchasing behavior, satisfaction, and demographic information used to tailor offerings.

Customer Data

Data-driven decisions increase accuracy and reduce bias.

Benefits: Improved Accuracy

Data analysis helps identify bottlenecks and optimize processes.

Benefits: Increased Efficiency

Identifying waste and reducing costs through data insights.

Benefits: Cost Savings

Using data to differentiate offerings and improve market position.

Benefits: Competitive Advantage

Understanding customer behavior to tailor products and services.

Benefits: Better Customer Insights

Data analytics help detect and mitigate risks and fraud.

Benefits: Enhanced Risk Management

Real-time data enables faster decision-making.

Benefits: Improved Decision Speed

Using data to tailor products/services to individual customer needs.

Personalization and Customization

The shared values, beliefs, attitudes, and behaviors that shape how work gets done.

Organizational Culture

Traits of a quality-focused organization (e.g., values alignment, customer input, empowerment, teamwork, leadership involvement, resources, training, recognition, internal customers, supplier partners, peak performance).

Quality Culture Characteristics

Strategic, proactive process of planning and guiding changes to beliefs, values, behaviors, and norms.

Change Management

Culture focused on short-term profits, hierarchical control, and inward focus; reactive quality efforts.

Traditional Organizational Culture

Culture focused on long-term objectives, customer focus, coaching leadership, collaboration, and continuous improvement.

Total Quality Organizational Culture

Practices to sustain quality culture, including leadership visibility, empowerment, involvement, and recognition.

Maintaining a Quality Culture