FICCI
CE
Employees - Quality culture
People are the most important essence in achieving customer satisfaction. A customer focussed organization must therefore first concentrate on building a quality culture. Many organizations after creating the vision, mission and quality policies have failed to create the quality culture and blamed TQM for not giving concrete results.
FICCI
CE
Culture has to be gradually built
Nearly every one talks about the need to change towards quality culture, but cannot describe what is involved. Culture is not something like manufacturing component which can be changed or replaced when they become broken or obsolete. Culture is also not something which can be bought or sold. It can not be prescribed or dictated. It has to be gradually built.
FICCI
CE
An organizations culture consists of values, norms and practices of its people. The culture of the organization can be best defined by observing and describing the behaviors of the people in the organization. Culture can only be changed by changing the organizational behaviors.
FICCI
CE
How to change culture
A. Change in the common language and teamwork B. Change in peoples behavior to focus on prevention and continuous improvement. C. Change in management's behavior so that quality is managed with such priority as is given to the organizations other important task. D. Adopting universally applicable quality management principles
FICCI
CE
A. Common language and teamwork
Central to the entire TQM movement is the idea of customer focus and satisfaction. The customer - supplier model is a way to express its focus and relate quality to each persons work. People must become aware of their multiple roles as suppliers to those who receive their work and as customers of those who provide the input needed to their work.
For more details See customer supplier mode under C
FICCI
CE
4 Cs of Quality culture
Customer focus
Continuous Improvement
Excellence Culture
Creativity & innovation
Commitment
FICCI
CE
B. Change in peoples behavior
Involvement of everyone in continuous improvement and not just people in operations and quality functions. Less fire fighting and rework. Attitude of right first time. More upfront effort to clarify requirements and proactively prevent the occurrence of defects and errors.
FICCI
CE
Change in peoples behavior
Greater focus on work processes and improvements.
Intolerance of mistakes and errors which people have previously learnt to accept and work around. More open and frequent communication amongst people who view and treat each other as customers and suppliers.
FICCI
CE
C. Change in managements behavior
The managers must select ways of operating to improve quality that are the same as those used for meeting other key performance goals. The management must elevate the importance of quality through following actions for development of quality culture.
FICCI
CE
Change in managements behavior
Organize and provide others with legitimate structures, resources and time for dealing with quality issues. Identify broad range of issues which effect customers and conduct periodic review. Provide requisite improvement. Fix quality organization. training for for all quality in the
targets
Weigh heavily the cost of quality in funding decisions.
FICCI
CE
Change in managements behavior
Make quality a primary factor in performance evaluations and rewards.
Include quality as key business strategy and align them with the key result areas of all the employees.
Make quality as a primary concern at all times including when the pressure is on.
Building the quality culture
Quality results Recognition and rewards
Quality action
Process ownership
Commitment & Integrity
Continuous improvement
Internal and external customer focus
Quality work environment
Organization loyalty to employees
Employee loyalty to organization
Top down leadership
Vision mission and quality policy
FICCI
CE
Remove any one block and the wall collapses
Commitment
Organization loyalty to employees
Top down leadership
Vision mission and quality policy
