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Quality Culturein Organizations

REFERENCES

Total Quality Management by Besterfeld et al

Quality Planning and Analysisby Juran and Gryna

The Management and Control of Quality by Evansand Lindsay

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Elements of Quality Culture

LeadershipCustomer Focus

Human Resource Management

Factual pproach to !ecisionMa"ing

#rocess Management

Continuous $mprovement

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1-Strategic QualityPlanning%uality #olicies

%uality Goals

Goal !eployment

#lans to Meet Goals

Resource llocation

Feedbac"&Monitoring

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2-Customer Focus

'ho is customer(Quality Dimensions

#er)ormance

Features

*ervice

'arranty

#rice Repute

Customer Feedbac" +Methods,

*ervice %uality

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3-HRM in QualityOrganizations

Empo-erment.eam-or"

Recruitment

.raining

Compensation / Motivation

Recognition / Re-ard

#er)ormance ppraisals

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-Su!!lier Relations"i!Management

#artnering

Long .erm Commitment

*upplier *election

Certifcation

Rating +*core Cards,

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#-Factual $!!roac" to %ecisionMa&ing

#er)ormance Measurement

Choice o) #er)ormance Measures

Quality Cost $nalysis

#revention

ppraisal $nternal Failure

E0ternal Failure

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'-Process Management

12 3btain 452 dd 4

62 Move to 4

*ub7#rocess 5

(as&s

$cti)ities

*ub7#rocess 1

Ma8or #rocesses

'e all per)orm tas"s atvarious levels and arethere)ore 9uite )amiliar -iththis concept2

Many people thin" o) -hatthey do as a set o)activities that they dorepeatedly2 .o create a

more e:ective approach;their thoughts have totrans)orm )rom activitythin"ing to processthin"ing2

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*-Continuous +m!ro)ement

5 Ways to Improve

12 Reduce resource input

52 Reduce errors

62 Meet or e0ceed e0pectations o)customers

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Continuous $mprovementContd

(y!es of Pro,lems

Compliance +*pecifed by standards,;

>nstructured +?ot specifed by standards,;

E@ciency +)rom operations vie-point,;#rocess !esign; #roduct !esign

+m!ro)ement Strategies

RefneRepair

Renovate

Reinvent

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