Organizational Principles, values,

Culture and Management System

Themes
Alka Jarvis
Senior Director/Distinguished Quality Engineer
July 11, 2018
Need for Principles
The quality management principles
(QMP) provides overall framework for
senior management to implement a
QMS

The framework
encompasses a wide variety
of topics

Importance placed on
process improvement and
to increase overall
efficiency of business
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Principles

Common
Focus Leadership Engagement Process Improvement Evidence

On Customer Senior and Of People Approach Continuous Based Decision

Middle Making
Management Too

Relationship Management
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 Customer Focus
Need/Want Exploration & Evaluation Purchase Delivery Consumption Retention
CX
Lifecycle
Phase
Search for pizza
options online,
read reviews
CX Eat Pizza
Customer Customer’s Customer’s Customer's
Journey Feeling hungry, Experience (CX) Attitude Behavior Loyalty
Want to eat pizza

..to remain loyal (re-

Customer’s perception of …affects their attitude ..and in-turn their purchase, purchase
experiences during their CX towards a company or behavior.. solutions or advocate a
lifecycle journey… brand… brand) or defect to a
competitor

Customer Source: Cayuga Growth Partners., LLC

Touchpoints Call Pizza

Browse Pizza restaurant. Pizza Delivery Receives Mailers
restaurant’s website Place order for Coupons
home delivery

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Customer Focus… cont.

Customer Customer’s Customer’s Customer's

Experience (CX) Attitude Behavior Loyalty

..to remain loyal (re-

Customer’s perception of …affects their attitude ..and in-turn their purchase, purchase
experiences during their CX towards a company or behavior.. solutions or advocate a
lifecycle journey… brand… brand) or defect to a
competitor

Source: Cayuga Growth Partners., LLC

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Customer Focus… Net Promoter Score (NPS) cont.
• A tool to gauge the loyalty of your
customer relationships.

• A single question: How likely is it that

you would recommend our
company/product/service?

• The scoring for this answer is based

on a 0 to 10 scale
• 9-10: Promoters (P)
• 7-8: Passive(Pas)
• 0-6: Detractors (D)
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • NPS = (%P) – (%D
• Pas. count toward total number of respondents
Leadership
Servant Leadership comes with
natural feeling of wanting to
serve:
• Listening
• Awareness
• Persuasion vs. authority
• Foresight: foresee the potential
outcome
• Stewardship: commitment to
serve the needs of others
• Growth of others: ensuring
people grow and help them
out
Engagement of People

Employees become loyal

Fosters healthy relationships Encourages People
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between leaders and To participate Strategies and contribute for a longer time
Process Approach
A method used to accomplish activities by identifying a set of processes to
satisfy needs and expectations of the customer

Eliminate extra
Meet customer Obtain consistent Efforts of
requirements outcomes Re-inventing

Identify opportunities Identify best on class

Able to measure
of improvement processes
outcomes
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 Evidence Based Decision Making

Data & Analytics Collaboration Measures Meta measures

Work with cross functional
Review the validity of data
departments to get any additional
visibility they may have
Ensure data is secured so it cannot be
tweaked
Pull in cross functional SMEs to get
their feedback
Analyze data and then make decisions
Review trends Ensure the metrics are
evaluated on continuous basis
Hold individuals accountable
for trends
Obtain cross functional
Based on metrics, change processes consensus on metrics before
for better results role out

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Common business architecture/cloud-based network
 Continuous Improvement
• Root cause analysis
• Training – train the trainers
• Customer centric attitude
• Evaluating processes and
continually tweaking for best
results
• Ensure employees understand
“what’s in it” for me

Metrics Cost of poor quality Enhances continuous

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Relationship Management

Customers Stakeholders/Employees Industry regulatory and Standards

Committees
Satisfied customers
stay! Emotional Sustainability mad
The cost to Linkage World-wide
onboard a new recognition
customer
Data &
Systems & Processes Analytics Digitization &
Foundation Foundation Orchestration
Communicate .. Communicate ..
Communicate ..
Communicate .. Communicate ..
Communicate ..
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Values Effectiveness without values is a
tool without a purpose

• Define how people want to behave with each other in the

organization
• how the organization will value customers, suppliers, and the
internal community
• Value statements describe actions that are the living
enactment of the fundamental values held by most
individuals within the organization.
Values Effectiveness without values is a
tool without a purpose

RIGHT THE RESPECT INNOVATION INTEGRITY

FIRST TIME
EQUALITY ETHICS
DIVERSITY
SERVICE
TEAMWORK
SECURITY COLLOBORATION
FLIXIBILITY
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 Culture
No showing up for meetings
Arriving late in meetings
Slow responses to employee complaints
Creating opportunities
Talent review Giving credit to wrong people
and development Rewards Constant changes
Training
Automation Data-driven
Continuous Learning
Results oriented
Customer centric
Listening but not doing anything about it
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Standard Definition: Management System

• A management system is combination of various policies,

processes and procedures that are utilized by an organization to
run its business.
• These are used to achieve business outcomes
• To create a culture that is in constant self-evaluation, correction
and improvement of operations and processes through employee
awareness and leadership commitment

Policies
Processes Procedures
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Entities Affected By Business Outcomes

Interested Parties

Industry and
Employees Shareholders Suppliers Partners Customers regulatory
committees

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 Management System Standards Themes

improved risk Efficient use of Increased capability

management and employees and to deliver consistent
protection of people improved security quality products
and environment

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 Management Systems Standards Themes… cont.
ISO Standard Related Comments
to:
1 9001 Quality Meet customer needs and expectations
Mgmt.
2 14000 Environm Improving environment/impact
ent Mgmt.
3 27000 Security • ISO 27001 Information security Management:
Ensure your organization’s information is secure
• ISO 27018 Code of Practice for Protection of
Personally Identifiable Information in Public
Clouds: Acts as PII processors, and focuses on
protection the persona data in the cloud
• Data protection and data privacy
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 Management Systems Standards Themes… cont.
ISO Standard Related Comments
to:
4 31000 Risk Risk management – Guidelines, provides principles,
Mgmt. framework and a process for managing risk

5 50001 Energy Help organization with their energy performance

Mgmt.

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Changing Global Environment
Competition
.

Artificial
Innovation
Intelligence

Customer
Telemetry
Needs

Social Media Cloud

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 Employees
Keys to Success
Procedures
MSS
Principles
Leadership
Vision

Process
Approach
Values

Mission
Processes
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