Chapter 141 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

Chapter 142 Duties of Management Management tasks –Planning –Organizing –Commanding –Coordinating –Controlling

Chapter 143 Duties of Management Empowering workers Continual process improvement Data for improvement Process management

Chapter 144 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 145 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 146 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 147 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 148 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 149 Culture of Excellence Attitude Structure Information Empowerment Career development Recognition Family bond

Chapter 1410 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

Chapter 1411 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 1412 Questions?

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