Quality Culture

in Organizations
REFERENCES
Total Quality Management by Besterfield et al
Quality Planning and Analysis by Juran and Gryna
The Management and Control of Quality by Evans
and Lindsay

Elements of Quality Culture

Leadership
Customer

Focus
Human Resource Management
Factual Approach to Decision
Making
Process Management
Continuous Improvement

1-Strategic Quality
Planning
Quality

Policies

Quality

Goals

Goal

Deployment

Plans

to Meet Goals

Resource

Allocation

Feedback/Monitoring

2-Customer Focus
Who

is customer?
Quality Dimensions

Performance
Features
Service
Warranty
Price
Repute

Customer

Feedback (Methods)
Service Quality

3-HRM in Quality
Organizations
Empowerment
Teamwork
Recruitment
Training
Compensation

& Motivation
Recognition & Reward
Performance Appraisals

4-Supplier Relationship
Management
Partnering
Long

Term Commitment

Supplier

Selection

Certification
Rating

(Score Cards)

5-Factual Approach to Decision

Making
Performance
Choice

Measurement

of Performance Measures

Quality

Cost Analysis

Prevention
Appraisal
Internal Failure
External Failure

6-Process Management
Major Processes
Sub-Process 1

Sub-Process 2

Activitie
s

Tasks

1. Obtain
2. Add
3. Move to

Many people think of what

they do as a set of
activities that they do
repeatedly. To create a
more effective approach,
their thoughts have to
transform from activity
thinking to process
thinking.
We
all perform tasks at
various levels and are
therefore quite familiar with
this concept.

7-Continuous Improvement
5
1.
2.
3.
4.
5.

Ways to Improve
Reduce resource input
Reduce errors
Meet or exceed expectations of
customers
Make the process Safer
Make the process more
satisfying for the people doing it

Continuous Improvement
Contd

Types of Problems
Compliance

(Specified by standards),
Unstructured (Not specified by standards),
Efficiency (from operations viewpoint),
Process Design, Product Design

Improvement Strategies
Refine
Repair
Renovate
Reinvent