Publisher's Synopsis
This training manual explains the importance of management style in creating a customer-focused organization and outlines the key skills required by individual managers.;Those organizations that are seriously interested in adopting the principles of Total Quality recognize that the behaviour of all managers, starting at the top, is critical to creating the new culture. Although there have been many theories of leadership, many have been difficult to translate into practical actions for managers "on the ground". Clearly, there is no "prescription" for effective leadership, but there is a common set of skills required. This training manual sets out to explain the need for culture change and to provide straightforward knowledge and skills for managers at all levels. It avoids the hype and buzzwords associated with what is seen as the "soft" side of quality improvement and is intended to be a practical guide. The material should be of relevance to anyone who manages other people and who seeks to enhance their ability in order to harness full staff potential.;The manual is also designed as a resource pack for managers, trainers and improvement facilitators, enabling them to develop the skills and behaviours of quality leadership. It contains nine modules, each of which explains the whys, whats and hows of the topic. The "Session Plans" at the end of each section enable training workshops to be run by competent trainers and facilitators. A full set of 90 OHP slides (paper masters) to support the modules is also included.
