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Quality Management, 6thed.

Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.1

Quality Management

for OrganizationalExcellence

Lecture/Presentation Notes

By:

Dr. David L. Goetsch and Stanley Davis

Based on the book

Quality Management for Organizational Excellence(Sixth Edition)

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2Quality Management, 6thed.

Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:

Changing Hearts, Minds and Attitudes

MAJOR TOPICS

Understanding What a Quality Culture Is Quality Culture versus Traditional Cultures

Activating Cultural Change

Changing Leaders to Activate Change Laying the Groundwork for a Quality Culture

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Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:Changing Hearts, Minds and Attitudes

(Continued)

Learning What a Quality Culture Looks Like

Countering Resistance to Cultural Change Establishing a Quality Culture

Maintaining a Quality Culture

Major Topics Continued

5/23/2018 Chapter6 Culture

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4Quality Management, 6thed.

Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:Changing Hearts, Minds and Attitudes

(Continued)

A quality culture is an organizational value system thatresults in an environment that is conducive to theestablishment and continual improvement of quality. It

consists of values, traditions, procedures, andexpectations that promote quality.

Implementing total quality necessitates cultural change inan organization, for the following reasons:

Change cannot occur in a hostile environment.

Moving to total quality takes time.

It can be difficult to overcome the past.

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Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:Changing Hearts, Minds and Attitudes

(Continued)

Change can be difficult because resisting change isnatural human behavior. In any organization there will be

advocates of change and resisters. Sometimes advocatesfocus so intently on the expected benefits of change thatthey fail to realize how the change will be perceived bypotential resisters. People resist change for the followingreasons:

Fear

Loss of Control

Uncertainty

More work

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Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:Changing Hearts, Minds and Attitudes

(Continued)

To overcome resistance to change, advocatescan apply the following strategies: Involve potential resisters.

Avoid surprises. Move slowly at first. Start small and be flexible. Create a positive environment. Incorporate the change.

Provide a quid pro quo. Respond quickly and positively. Work with established leaders. Treat people with dignity and respect. Be constructive.

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7/77Quality Management, 6thed.

Goetsch and Davis

2010 Pearson Higher Education,

Upper Saddle River, NJ 07458. All Rights Reserved.

Six:

Quality Culture:Changing Hearts, Minds and Attitudes

(Continued)

Strategies for establishing a quality cultureinclude the following:

Identify the changes needed.

Put the planned changes in writing.

Develop a plan for making the changes.

Understand the emotional transition process.

Identify key people and make them advocates. Take a hearts and minds approach.

Apply courtship strategies.

Support.