1.
Chapter 14 1
Establishing a Culture of Quality
Chapter 14
Achieving Quality Through Continual
Improvement
Claude W. Burrill / Johannes Ledolter
Published by John Wiley & Sons, Inc., 1999
Prepared by Dr. Tomi Wahlström,
University of Southern Colorado

2.
Chapter 14 2
Duties of Management
• Management tasks
– Planning
– Organizing
– Commanding
– Coordinating
– Controlling

3.
Chapter 14 3
Duties of Management
• Empowering workers
• Continual process improvement
• Data for improvement
• Process management

4.
Chapter 14 4
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

5.
Chapter 14 5
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

6.
Chapter 14 6
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

7.
Chapter 14 7
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

8.
Chapter 14 8
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

9.
Chapter 14 9
Culture of Excellence
• Attitude
• Structure
• Information
• Empowerment
• Career development
• Recognition
• Family bond

10.
Chapter 14 10
Quality Strategy
• Strategic elements
– 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

11.
Chapter 14 11
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

12.
Chapter 14 12
Questions?

13.
Chapter 14 13
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