Cornerstones of Quality Advantage Session #16

Objectives of this session:  To look at ways that companies progress in becoming a total quality organization through four guiding principles  To evaluate leadership skills needed in promoting a total quality environment  To consider ways to reduce resistance to change

What is Quality?  A quality good or service exceeds customers’ expectations

1 -4 The Vision Thing TIME  First to Market  FAST COST  Lowest Cost  CHEAP QUALITY  Customer Intimacy  GOOD TO THRIVE, COMPANIES/ORGANIZATIONS MUST PICK ONE PRIMARY GOAL:

Four Guiding Principles  Continuous Improvement  Customer Focus  Employee Involvement  Measurement

Continuous Improvement  No process is ever complete  Constantly in pursuit of new and tougher goals  Goals are set, met, and celebrated

Four Guiding Principles  Continuous Improvement  Customer Focus  Employee Involvement  Measurement

Customer Focus  The customers are the ones who judge success  When a question arises, the customer test is applied  Company needs to ask which customers it needs to please  Determine what customers want in quality and what price they are willing to pay

Four Guiding Principles  Continuous Improvement  Customer Focus  Employee Involvement  Measurement

Employee Involvement  Meetings, self-directed teams, suggestion box  Management must be open and receptive to ideas  Employees must willing to communicate problems

Four Guiding Principles  Continuous Improvement  Customer Focus  Employee Involvement  Measurement

Measurement  Company needs to know how it is doing before setting realistic goals

Quality-Centered Company  Living with change  Personal responsibility  Communication and Trust

Living with Change  Continuous improvement can cause stress  Need clear, continuous communication  Good training  Employees need to know their goals and what to expect

Quality-Centered Company  Living with change  Personal responsibility  Communication and Trust

Personal Responsibility  Employees take responsibility for products and services they produce

Quality-Centered Company  Living with change  Personal responsibility  Communication and Trust

Communication and Trust  Employees want to feel they do meaningful work  Workers that feel exploited aren’t open to change and then employers become less open to suggestions  Trust is built on integrity and two-way communication  Goals must be clear

Quality Continuous Improvement Employee Involvement Customer Focus Measurement

Challenges that Quality Companies Face  Living with change  Personal responsibility  Communication and trust

Evaluation Questions Use: A. Strongly agree B. Agree C. Disagree D. Strongly disagree E. Don’t know 1. I found the presentation of material easy to understand. 2. This Advantage session increased my knowledge on the subject presented. 3. I will be able to use some of the information from this Advantage session in the future. 4. The presenter was well prepared for this Advantage session. 5. This presentation should be repeated in future semesters.