Title: Quality Culture
1Quality Culture
- Course Instructor
- Dr. Syed M. Ahmed, Ph.D.
- College of Engineering Computing
- Florida International University, Miami, Florida
2Major Topics
- Understanding What a Quality Culture Is
- Quality Culture vs. Traditional Cultures
- Activating Cultural Change
- Changing Leaders to activate Cultural Change
- Laying the Groundwork for a Quality Culture
- Learning What a Quality Culture looks like
- Countering Resistance to Culture Change
- Establishing a Quality Culture
- Maintaining a Quality Culture
3Understanding What a Quality Culture Is
- To understand a Quality Culture, one must first
understand a Organizational Culture. - An organizational culture has the following
elements - Business Improvement
- Organizational Values
- Cultural Role Models
- Organizational Rites, Rituals and Customs
- Cultural Transmitters
- A quality culture is
- An organizational value system that results in an
environment that is conducive to the
establishment and continual improvement of
Quality.
4Quality Culture vs. Traditional Cultures
- 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
5Activating 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 total quality are - Change can not occur in a hostile environment
- Total Quality approach might be radically
different from what the management is accustomed
to. - Moving to Total Quality takes time
- In a conversion to Total Quality, positive
results are rarely achieved in the short run. - It can be difficult to overcome the past
- Employees might remember earlier fads and
gimmicks and characterize total quality as being
just the latest one.
6Changing Leaders to Activate Cultural Change
- Cultural change is one of the most difficult
challenges an organization will ever face. - Leadership from the top is essential.
- Sometimes, an organizations culture simply
cannot be changed without a change in leadership. - Senior Executives who fail to comprehend the need
to change, who fail to create a sense of urgency
when needed and who fail to follow through the
changes they initiated are poor candidates to
lead an organization through a major culture
change. - Culture change requires support, ideas, and
leadership from employees at all levels.
7Laying the Groundwork for a Quality Culture
- Establishing a Quality Culture is lot like
constructing a building. - 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
8Learning What a Quality Culture looks like
- Part of laying the groundwork for a quality
culture is understanding what one looks like. - Any Executive team that hope to change the
culture of its organization should - Know the laws of organizational change
- Understand the characteristics of organizations
that have strong quality cultures.
9Countering Resistance to Culture Change - 1
- Change is Resisted in any Organization.
- Continuous Improvement means Continuous Change.
- Why Change is Difficult?
- Juran describes organizational change as
- Clash between Cultures
Fig 1. Two separate organizational Cultures
relating to change
10Countering Resistance to Culture Change - 2
- There are different perceptions to the same
proposed change in an organization.
Fig 2. Different Perceptions of Same change
11Countering Resistance to Culture Change - 3
- How to Facilitate Change?
- The responsibility to facilitate change
necessarily falls to its advocates. - Begin with a new advocacy Paradigm
- The first step is to adopt a facilitating
paradigm. - Understand Concerns of Potential Resisters
- Understand the concerns of resisters like fear,
loss of control, uncertainty and more work. - 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
12Establishing a Quality Culture - 1
- Establishing a quality culture involves specific
planning and activities for business or
department. - Phases of Emotional Transition
Fig 4. Emotional Transition
13Establishing a Quality Culture - 2
- 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
14Maintaining a Quality Culture
- 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.
15Questions/Queries