Scientific Leadership Functions for Enhancing Organizational Health

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Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 1 Determine Scientific Leadership Function to Sustain the Health of Organizational Capacity Heather M. Herr Cappiello OLB 7002 v4: Building Organizational Capacity Dr. Smock November 12, 2023

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 2 All organizations, at some point, have to measure how they are performing and if there are ways for them to improve that performance. Measuring performance has implications not just internally for the organization, but it shows how it performs against its competitors and if it is remaining relevant in its selected niche or market. Just as in life, there is always room for improvement, but the ways that an individual can improve are much different than how an organization improves. As in any organization, leadership plays a huge role in determining how successful, or unsuccessful, an organization will be. “Management capacity is one of the most pressing issues facing public organizations” (Andrews, R. & Boyne, G., 2010). This work will explore how leadership can improve their organizations utilizing total quality management through continuous improvement techniques as well as Lean Six Sigma in an office environment in an effort to grow and develop capacity in their organization. Total Quality Management (TQM) “Many companies have found that all of their radical restructuring, reengineering, downsizing and numerous quality programs may have helped them survive, but they still do not have a distinctive quality advantage” (Juran, J. & Godfrey, A., 2000). “Only by successfully managing product quality characteristics, can the set goals of companies be achieved, which means achieving greater financial results in operations, and also satisfying the needs of customers” (Kareska, 2023). This is where Total Quality Management comes into play. “A core definition of total quality management (TQM) describes a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work” (American Society for Quality, 2023).

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 3 Total Quality Management has eight primary elements that work together to drive organizational success. Those eight elements are comprised of being: 1. Customer focused – “ No matter what an organization does to foster quality improvement —training employees, integrating quality into the design process, or upgrading computers or software—the customer determines whether the efforts were worthwhile” (American Society for Quality, 2023). 2. Having total employee involvement in the changes – “ Total employee commitment can only be obtained after fear has been driven from the workplace, when empowerment has occurred, and when management has provided the proper environment” (American Society for Quality, 2023). 3. Ensuring the new strategies are process centric – “ The steps required to carry out the process are defined, and performance measures are continuously monitored in order to detect unexpected variation” (American Society for Quality, 2023). 4. Having an integrated system that connects processes together – “ Every organization has a unique work culture, and it is virtually impossible to achieve excellence in its products and services unless a good quality culture has been fostered” (American Society for Quality, 2023). Having these systems in place and understood by the entire team allows room for continuous improvement as well as ways to increase stakeholder as well as customer satisfaction. 5. Having a systematic and strategic approach that are in alignment with the organization’s mission, vision and values- “ This process, called strategic planning or strategic management, includes the formulation of a strategic plan that integrates quality as a core component” (American Society for Quality, 2023).

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Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 4 6. Immersion in continual improvement-“ Continual improvement drives an organization to be both analytical and creative in finding ways to become more competitive and more effective at meeting stakeholder expectations” (American Society of Quality, 2023). 7. Only using factual information to make decisions for the organization. This information comes from internal data that is gathered through the organizational change processes. “ Total Quality Management requires that an organization continually collect and analyze data in order to improve decision making accuracy, achieve consensus, and allow prediction based on past history” (American Society of Quality, 2023). 8. Effective in communication in order to maintain morale and engagement as well as create new ways to strategize. Lean Six Sigma “Lean tools and methods are the most direct way to simplify, standardize, and mistake proof processes” (Martin, J., 2021). Even though these processes seem straightforward and easy to understand, there are a many ways that lean can go wrong. “Lean deployments require hard work, patience, effective resource allocation, and significant personal involvement of employees and managers. It is also important to note that even though the lean system sounds very similar to the total quality management system, it is indeed different. “ Both systems share similar goals of improving business functions, but the process and work cultures used to achieve those objectives differ” (Team, I.E., 2023). Six Sigma uses a fundamentally different method that focuses on problem solving methodologies. “It makes business processes and results more predictable to increase product quality (Team, I.E., 2023). Six Sigma focuses on the following:

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 5 1. Define: This involves pinpointing and determining the overall goal of the project that is being improved. 2. Measure: This part of the process is the definition of how the project will be monitored in order to measure process improvements. 3. Analyze: The business will analyze current processes and then hopefully identify deeper, lingering issues. 4. Improve: The business will at this juncture, start implementing the new processes to find solutions. 5. Control: This involves controlling the processes so that similar results are achieved each and every time. Compare and Contrast: Total Quality Management and Lean Six Sigma “In total quality management, the actions of employees are the deciding factor in maintaining existing quality standards” (Team, I.E., 2023). Total quality management relies on data to facilitate the decision making process. Company culture is also different in the use of total quality management. “Since employees are an integral part of maintaining business quality, companies that use total quality management to guide operations focus more on the team aspects of business relations and processes” (Team, I.E., 2023). “Six Sigma focuses on creating additional measures to improve results rather than upholding old processes” (Team, I.E., 2023). Six Sigma relies on data to identify error rates that can be eliminated to increase optimal performance. When it comes to employees in the Six Sigma model, “teams put their efforts into the functional task of maintaining error-free operations through statistical analysis and improvement strategies” (Team, I.E., 2023). Chart 1.1 illustrates the comparison and contrast of Total Quality Management and Six Sigma.

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 6 Chart 1.1 Total Quality Management Pros:  Highly customizable for a range of industries  Can reduce wasted time and money  Potential for increased customer satisfaction Cons:  No consensus on what Total Quality Management is outside of its basic concepts  Requires buy-in from the entire company to implement successfully  Can be costly in terms of financial and time investments when first getting started Lean Six Sigma Pros:  Improves processes and customer satisfaction  Reduces waste and unnecessary expenses  Requires different certification levels for different needs Cons:  Data analysis can be complicated and time-consuming  Multiple standards using the same vocabulary can lead to confusion  The implementation may be very expensive Implementing a Plan It is easy to see that depending on what changes are needing to be implemented will determine which strategy an organizational leader will choose. However, there is no clear cut or “easier” option for a leader to choose. Teams can generally benefit from aspects of both strategies, but neither strategy may work in its entirety to come to a viable solution in increasing capacity.

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Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 7 “Industries such as food service, hospitality and technical support may benefit from total quality management than Six Sigma because employees are working closely with individual customers” (Burlingame, 2022). Since there is a human factor in these types of industries and a single customer can have a profound effect (negatively or positively), it makes the most sense to focus efforts in the direction of total quality management. “Manufacturing, agriculture and other industries where a product is being created with only indirect customer contact may benefit more from Six Sigma” (Burlingame, 2022). Since improving speed and efficiency is the goal in these industries versus customer experience, Six Sigma makes for the better option to a leader looking to make capacity improvements. Conclusion Based on the two strategies provided, it can be deduced that the leader of an organization is going to have to weigh out which of the two systems provided will work best for their respective organization. If the organization is employee facing and customer centric, total quality management is going to be the most successful option. In the opposite direction, if the organization is not customer centric and focuses on industrial related processes, Six Sigma is a better option for that leader. Mixing and matching components of each strategy can also be entertained, but it will be up to the organizational leader to determine what those strategies will be and how cost beneficial or prohibitive those components will be. It needs to be noted here that cost is not always monetary cost. The costs can be applied in effort, time, labor, etc. If too much time is spent on these efforts, stakeholders as well as customers may also lose on their investment. A great deal of

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 8 thought must go into these endeavors as they affect so much more than just the leader, but they will always be a reflection of that leader.

Determine Scientific Leadership Functions to Sustain the Health of Organizational Capacity, 9 REFERENCES American Society for Quality. (2023). Retrieved from www.adq.org : https://asq.org/quality- resources/total-quality-management Andrews, R., & Boyne, G. A. (2010). Capacity, Leadership, and Organizational Performance: Testing the Black Box Model of Public Management. Public Administration Review, 70(3), 443–454. Juran, J. M., & Godfrey, A. B. (2000). Total quality management. McGraw-Hill Professional Publishing. Kareska, K. (2023). An Integration Approach to Total Quality Management. IUP Journal of Operations Management, 22(2), 44–57. Martin, J. W. (2021). Lean Six Sigma for the Office : Integrating Customer Experience for Enhanced Productivity (2nd ed.). Productivity Press. Team, I.E. (2023, February). Indeed. Retreived from www.indeed.com : https://www.indeed.com/career- advice/career-development/tqm-six- sigma#:~text=Both%20TQM%20and%20Sigma,within %20a%20single%20buisness%20process .

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