A successful organization is one that consciously seeks and exploits opportunities
for improvement at all levels.
The load bearing structure is customer satisfaction.
The watchword is continuous improvement.
Organizing for Quality
What must organizations do for quality to succeed
“Organizations must adopt a cultural change that appreciates the primary need to meet customer requirements, implements a management philosophy that acknowledges this emphasis, encourages employee involvement, and embraces the ethic of continuous improvement.”
Organizing for Quality International Economic Conference Board Report: May 1990
Transition to quality culture at Xerox Organizing for Quality Transition Team Training Senior Management Behavior Xerox Culture Change Tools and Processes Communication Reward and Recognition
“ CEQ aims to instill a commitment in organizations to embrace quality as a guiding principle that touches every phase of the software development and deployment cycle. Organizations must build quality in, not treat it as an afterthought. Every individual in an organization, from the business analyst to the IT operator, can improve application quality through vigilance and a shared sense of responsibility for business and customer success.”
Organizing for Quality
What are some of the steps organizations must take?
Effectively develop and communicate quality policy, procedures and requirements across all company functions.
Mobilize resources to solve quality-related problems.
Effectively coordinate quality requirements with suppliers. (feed forward)
Maintain direct contact with customers (feedback).
Quality - basic beliefs Organizing for Quality Ford Quality is job one; t here's a Ford in your future Chrysler "If you find a better car, buy it!" (Spoken by Lee Iacocca) Serta “ We make the world's best mattress” Caterpillar Strong dealer support; 24-hour spare parts support around the world McDonalds Fast service, consistent quality Sprint You can hear a pin drop
Most companies today have a written quality policy or mission statement
For example, “It is the established policy and intention of this company to provide its customers with products which conform to customer requirements and are delivered on time. This will be ensured through a defined quality program as detailed in the company quality manual.”
Some companies rely on verbal quality policies. for example,
“ our goal is to ensure customer satisfaction and minimize rejects.”
Goodyear: “our mission is constant improvement in products and services to meet our customers’ needs. This is the only means to business success for Goodyear and prosperity for its investors and employees.”