Establishing a Culture of Quality Chapter 3 Achieving Quality Through Continual Improvement Chapter 3

Duties of Management Management tasks Planning Organizing Commanding Coordinating Controlling Chapter 14

Duties of Management Empowering workers Continual process improvement Data for improvement Process management Chapter 14

The Business Environment Today’s business environment is characterized by fierce competition Defect free product taken for granted Life style fit is important Ever changing demands due to heavy emphasis on customer requirements, design process, and manufacturing Chapter 14

Management’s Interest in Quality Old management myths about quality: Quality is expensive; it lowers productivity Quality is intangible; it cannot be managed Poor quality means poor workers Quality is the responsibility of quality professionals Quality is not a major issue; it has little impact on the company Chapter 14

Making a Commitment to Quality Practical experience Instruct those reporting to them on the principles of quality Promote the company’s quality image to the outside world Constantly learn more about quality Observe companies that are role models Link manager’s compensation to quality Chapter 14

Quality Leadership The job of management is not supervision, but leadership…The required transformation of Western style of management requires that managers be leaders Edward Deming, Out of the Crisis Chapter 14

Characteristics of a Successful Leader Understand the situation Ability to formulate and communicate vision Ability to challenge traditional beliefs Ability to empower others Ability to build coalitions Emphasis on intangibles Authenticity and energy Chapter 14

Culture of Excellence Attitude Structure Information Empowerment Career development Recognition Family bond Chapter 14

Quality Strategy Strategic elements Quality and other strategies Establishes long term direction to quality improvement process Quality and other strategies All strategies must be aligned Strategic quality planning Process that follows a written procedure called strategic plan Chapter 14

Undertaking Organizational Change Initiating change Installing quality requires a radical change that impacts both managers and workers Time to accomplish change It takes time for quality improvement effort to show significant results Quality improvement projects Introducing quality is the first of many projects Chapter 14

Questions? Chapter 14

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