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TRANSCRIPT
Quality Culture: Changing Hearts, Minds, and Attitudes
CHAPTER SIX
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Outline
Understanding what a Quality Culture is Quality Culture Versus Traditional Cultures Activating Cultural Change Changing Leaders to Activate Change Laying the Foundation for a Quality Culture Learning What a Quality Culture Looks Like Countering Resistance to Cultural Change Establishing a Quality Culture Maintaining a Quality Culture
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Understanding what a Quality Culture Is
To understand a quality culture, Organizational Culture must be understood “it is the everyday manifestation of its underlying values and traditions.
An organization’s culture has the following elements: Business environment Organizational values Cultural role models Organizational rites, rituals, and customers Cultural transmitters
A quality culture is an organizational value system that results in an environment that is conductive to the establishment and continual improvement of quality. It consists of values, traditions, procedures, and expectations that promote quality.
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Understanding what a Quality Culture IsHow Are Organizational Cultures Created? Many factors contribute to the creation of
an organization’s culture: The value systems of executive-level decision
makers How managers treat employees and how employees
at all levels interact on a personal basis What management expects of employees and what
employees expect of management Changing an organization’s culture requires a total
commitment and a sustained effort at all levels of the organization.
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Quality Culture Versus Traditional Cultures Organizations that develop and maintain a
quality culture will differ significantly from those with a traditional culture. The differences will be most noticeable in the following areas: Operating philosophy Objectives Management approach Attitude toward customers Problem-solving approach Supplier relationships Performance-improvement approach
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Activating Cultural Change
To attempt the implementation of total quality without creating a quality culture is to invite failure.
Several primary reasons cultural change must either precede or at least parallel the implementation of TQ are described here: Change cannot occur in a hostile environment Moving to TQ takes time It can be difficult to overcome the past
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Changing Leaders to Activate Change Sometimes an organization’s culture cannot be changed without a change in leadership.
Senior managers are likely to be the individuals in an organization with the greatest investment in the past.
Some questions are used to assess the current leadership of the organizations in order to change the culture:
Are the current leaders fully knowledgeable of the need to change and the ramifications of not changing?
Are the current leaders able to articulate a vision for the new organization?
….
Cultural change requires support, ideas, and leadership from employees at all levels.
Senior executives who are unwilling to empower employees to think and do will block cultural change.
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Laying the Foundation for a Quality Culture Establishing a quality culture is a lot like
constructing a building. The process begins with laying a solid foundation.
10-step model quality professional can use to establish a solid foundation for a quality culture in any organization:
Understand the quality culture an its importance Assess the existing corporate culture. Plan “based on the assessment process” Expect the quality-positive attitudes and behavior Management models that will be followed by employees not
their words. Orient the new employees in terms of quality Mentor the employees technically Train Monitor attitudes and behaviors Reinforce and maintain the quality-related attitudes and
behavior
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Learning What a Quality Culture Looks Like If a picture of a company with a strong
quality culture could be taped to an organization’s wall for all employees to see, it would have the following characteristics: Widely shared philosophy of management Emphasis on the importance of human resources to
the organization Ceremonies to celebrate organizational events Recognition and rewards for successful employees …. …. …
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Countering Resistance to Cultural Change Resistance to change is normal
organizational behavior. Why Change Is Difficult
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Countering Resistance to Cultural Change How to Facilitate Change
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Establishing a Quality Culture Establishing a quality culture involves a
specific planning and activities for every business or department.
The figure below illustrates the transition process people go through when confronted by one of these major traumatic changes in their lives.
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Establishing a Quality Culture Steps in the Conversion to Quality
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Maintaining a Quality Culture Organizations must foster the following
critical behaviors: Maintain an awareness of quality as a key cultural
issue Make sure that there is plenty of evidence of
management’s leadership Empower employees and encourage self-
development and self-initiatives Keep employees involved Recognize and reward the behaviors that tend to
nature and maintain the quality culture