The document discusses elements of a quality culture in organizations, including leadership, customer focus, human resource management, factual decision making, process management, and continuous improvement. It provides details on strategic quality planning, customer focus, the role of human resources, supplier relationships, using facts for decision making, process management, and continuous improvement techniques. The overall purpose is to define aspects of developing and maintaining a quality culture.

1. Quality Culture in
Organizations
REFERENCES
Total Quality Management by Besterfield et al
Quality Planning and Analysis by Juran and Gryna
The Management and Control of Quality by Evans and
Lindsay

2. Elements of Quality Culture
 Leadership
 Customer Focus
 Human Resource Management
 Factual Approach to Decision Making
 Process Management
 Continuous Improvement

3. 1-Strategic Quality Planning
 Quality Policies
 Quality Goals
 Goal Deployment
 Plans to Meet Goals
 Resource Allocation
 Feedback/Monitoring

4. 2-Customer Focus
 Who is customer?
 Quality Dimensions
◦ Performance
◦ Features
◦ Service
◦ Warranty
◦ Price
◦ Repute
 Customer Feedback (Methods)
 Service Quality

5. 3-HRM in Quality Organizations
 Empowerment
 Teamwork
 Recruitment
 Training
 Compensation & Motivation
 Recognition & Reward
 Performance Appraisals

6. 4-Supplier Relationship Management
 Partnering
 Long Term Commitment
 Supplier Selection
 Certification
 Rating (Score Cards)

7. 5-Factual Approach to Decision
Making
 Performance Measurement
 Choice of Performance Measures
 Quality Cost Analysis
◦ Prevention
◦ Appraisal
◦ Internal Failure
◦ External Failure

8. 6-Process Management
Major Processes
Sub-Process 1 Sub-Process 2
Many people think of what
they do as a set of activities
that they do repeatedly. To
Activities create a more effective
approach, their thoughts have
to transform from activity
thinking to process thinking.
We all perform tasks at various
1. Obtain … levels and are therefore quite
Tasks 2. Add … familiar with this concept.
3. Move to …

9. 7-Continuous Improvement
 5 Ways to Improve
1. Reduce resource input
2. Reduce errors
3. Meet or exceed expectations of
customers
4. Make the process Safer
5. Make the process more satisfying for
the people doing it

10. Continuous Improvement
Contd
Types of Problems
 Compliance (Specified by standards),
Unstructured (Not specified by standards),
Efficiency (from operations viewpoint),
Process Design, Product Design
Improvement Strategies
 Refine
 Repair
 Renovate
 Reinvent