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Lecture 6 Quality Culture

Understanding What a Quality Culture Is2

An organizational culture has the following elements:

Business Environmentin which an organization must operate

Organizational Valuesdescribes what the organization thinks

Understanding What a Quality Culture Is3

An organizational culture has the following elements: Contd

Cultural Role Modelsemployees who personify the organizations values when cultural role models retire or die, they serve as living examples of what the organization wants its employees to be

Organizational Rites, Rituals and Customsexpress the organizations unwritten rules about how things are done. How employees dress, interact with each other and approach their work.

Understanding What a Quality Culture Is4

An organizational culture has the following elements: Contd

Cultural Transmittersare vehicles by which an organizations culture is passed down through successive generations of employees. e.g. are organizations symbols, slogans, and recognition ceremonies.

What is Quality Culture?5

A quality culture is:An organizational value system that results in an environment that is conducive (favorable / encouraging) to the establishment and continual improvement of Quality. It consists of values, traditions, procedures and expectations that promote quality.

Characteristics of Quality Culture6

Behavior matches slogan Customer input is actively sought and used to continually improve quality Work is done in teams Executive level managers are both committed and involved; responsibility for quality is NOT delegated Sufficient resources are made available where and when they are needed to ensure the continuous improvement of quality Education and training are provided to ensure that employees at all levels have the knowledge and skills needed to continuously improve quality Reward and promotion systems are based on contributions to the continual improvement of quality Fellow employees are viewed as internal customers Suppliers are treated as partners

Quality Culture vs. Traditional Cultures7

Organizations that develop and maintain a quality culture will differ significantly from those with a traditional culture in the following areas:Operating Philosophy Objectives Management Approach Attitude towards Customers Problem-Solving Approach Supplier Relationship Performance-Improvement Approach

Activating Cultural Change8

Reasons why cultural change must either precede or at least parallel the implementation of total quality:

Change can not occur in a hostile environmentdoing business must be different from what

management and employees are used to. supportive internal partnership and team work are lost due to competition for promotions

Activating Cultural Change Contd9

Moving to Total Quality takes timepositive results are rarely achieved in the short run.

It can be difficult to overcome the past employees might remember earlier fads (fashion) and gimmicks (trick). promoting the latest management gimmick and then letting it die for lack of interest may be part of the existing organizational culture

Changing Leaders to Activate Cultural Change10

Leadership from the top is essential. Sometimes, an organizations culture simply cannot be changed without a change in leadership. Culture change requires support, ideas, and leadership from employees at all levels.

Laying the Groundwork for a Quality Culture11

According to Peter Scholtes, Management should begin by developing an understanding of laws of organizational change. They are: Understand the History behind the Current Culture Dont Tamper with Systems Improve Them Be prepared to Listen and Observe Involve Everyone Affected by Change in Making It

Learning What a Quality Culture looks like12

Characteristics of a strong quality culture organization: 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 effective internal network for communicating the culture informal rules of behavior strong value system high standards for performance definite organizational character

Countering Resistance to Culture Change - 113

Change is Resisted in any Organization. Continuous Improvement means Continuous Change. Change In order to ensure continuous improvement, one must be able to facilitate continuous change. Why Change is Difficult?Juran describes organizational change asClash between Cultures

Fig 1. Two separate organizational Cultures relating to change

Countering Resistance to Culture Change - 214

There are different perceptions to the same proposed change in an organization.

Fig 2. Different Perceptions of Same change

Countering Resistance to Culture Change - 315

How to Facilitate Change?1. Begin with a new advocacy (support) paradigm 2. Understand Concerns of Potential Resisters Understand the concerns of resisters like fear, loss of control, uncertainty and more work.

3. Implement Change Promoting Strategies Involve Potential Resisters, Avoid Surprises, Move slowly at first, Start Small and be flexible, create a positive environment, Incorporate the change, Respond Quickly and Positively, Work with Established leaders, Treat people with dignity & Respect, Be Constructive.

Fig 3. Steps in Facilitating Change

Establishing a Quality Culture - 116

Establishing a quality culture involves specific planning and activities for business or department. Phases of Emotional Transition:Fig 4. Emotional Transition

Establishing a Quality Culture - 217

Steps in Conversion to Quality: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, Support, Support

Maintaining a Quality Culture18

Establishing Quality Culture is a challenging undertaking for any organization. It is even more challenging to maintain it over time. In order to maintain Quality Culture, organizations must foster the following behaviors:Maintain an awareness of Quality as a key cultural issue. Make sure that there is plenty of evidence of Managements leadership. Empower Employees and encourage self-development and self-initiative. Recognize and reward the behaviors that tend to nurture and maintain Quality Culture.