1. Quality Culture: changing hearts, minds, and attitudes
Shatha Zaidan
Princess Nora University
Faculty of Business and Administration
2013

3. Organization’s Culture Elements
To understand quality culture, it’s necessary to understand organizational culture.
An organization’s culture is the everyday manifestation of its underlying values and traditions.
Organization’s Culture Elements
Business environment
Organizational values
Cultural role models
Organizational rites, rituals, and customers
Cultural transmitters

4. Quality Culture
An organizational value system that results in an environment that is conductive to the establishment and continual improvement of quality. It consists of values, traditions, procedures, and expectations that promote quality.

5. Quality Culture vs. Traditional Culture
Operating philosophy
Objectives
Management approach
Attitudes towards customers
Problem solving approach
Supplier relationships
Performance important approach

6. Traditional culture organizations
Quality Culture organizations
Focus on return on investment and short-term profit
The core of it’s philosophy is customer's satisfaction and it’s the key for long-term survival and prosperity.
Adopt short-term objectives and focus on goals for the coming weeks or months.
Adopt a quality plan strategically and develop a short-term and long-term objectives.
Managers think and enforce policies, employee do what they are told.
Managers are the coach of the teams and they communicate the vision, mission, and goals.
Tend to look inward and they are concerned about their needs more than their customers'.
Customer focused and customers’ satisfaction is their priority.
Concentrate on who is to blame instead of focusing on the problems.
Focus on identifying the roots of the problem and follow a systematic process undertaken by teams.
The relationship is adversarial mostly that often includes prices and delivery.
Suppliers are partners.
Performance improvement is an erratic, reacting triggered by problems.
Continual Improvement of process, people, products, and working environment is essential in the operation philosophy.

7. Laying the Foundation for a Quality Culture
Understand
Assess
Plan
Expect
Model
Orient
Mentor
Train
Monitor
Reinforce and maintain quality
See page

8. Characteristics of Strong Quality Culture Organizations
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 communication the culture
Informal rule of behavior
Strong value system
High standards for performance
Definite organizational character

9. Establishing a Quality Culture
Steps in the conversion to quality
Identify the change needed
Put the planned changes in writing
Develop a plan for making the change
Understand the emotional transition process (shock, denial, realization, acceptance, rebuilding, understanding, and recovery)
Identify key people and make them advocates
Take a heart and mind approach
Apply courtship strategies
Support, support, support.
See page