Mazen Al-Amirahالـعـــمـــيرة مـــازن

Management Consultant

May 3, 2012

Quality: a definition

1. an essential or distinctive characteristic, property, or attribute.

2. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.

3. high grade; superiority; excellence: wood grain of quality. 4. a personality or character trait: kindness is one of her many

good qualities. 5. the standard of something as measured against other things

of a similar kind; the degree of excellence of something: an improvement in product quality.

6. a distinctive attribute or characteristic possessed by someone or something.

Why do a Quality/ISO project?

Top 10 Reasons:1.Increased Efficiency2.Increased Revenue3.Employee Morale4.International Recognition5.Factual Approach to Decision Making6.Supplier Relationships7.Documentation8.Consistency9.Customer Satisfaction10.Improvement Processes

CS Factors for effective ISO implementation• Top Down approach –driven by top management involvement in the

process.• Involvement at all levels, jobs, and areas in the organization.• Understanding organizational processes and critical control points.• People trained on how to do their job, and interact effectively with

the system.• Focusing on organizational development & improvement.• Ensure that the quality system is developed for users and

organization considering its ease of use and practicality.• Dedication to following the agreed systems at all levels in the

organization• Keeping the organization focused on meeting ISO implementation

timeline• Effective internal auditing, • Timely management response to audit results.

Why Quality/ISO projects fail?

• Lack of Management Support• Insufficient Resources• Poor Communication• Lack of user involvement• Lack of Customer Involvement• No development plan or one that’s insufficient• Unrealistic expectations• Budget – no or not enough• Time or timing• Organizations don’t understand the difference between

“managing of quality” and “managing for quality”.• ATTITUDE: “we have to” vs. “we want to”

Why Quality/ISO projects fail?

• Ignorance of the impact of quality initiatives on the corporate culture.o Culture integrates quality in the organizational business strategy and human

resource management.o It considers the phenomena of psychology and sociology for building

organizational quality capacity and readiness to successfully implement any quality initiatives.

• Cultural acceptance and readiness of quality is considered as the most important requisite for successful implementation of any quality initiatives.

Culture: a definition

1. the quality in a person or society that arises from a concern for what is regarded as excellent in arts, letters, manners, scholarly pursuits, etc.

2. a particular form or stage of civilization, as that of a certain nation or period: Greek culture.

3. the behaviors and beliefs characteristic of a particular social, ethnic, or age group: the youth culture; the drug culture.

4. the arts and other manifestations of human intellectual achievement regarded collectively.

5. the ideas, customs, attitudes, and social behavior of a particular group of people or society.

6. the way of life, especially the general customs and beliefs, of a particular group of people at a particular time

Corporate Culture

• Corporate culture is an anthology of values, beliefs, norms and informal practices shared by its employees.

The Quality Impact

Quality

• Quality managers must be trained on softer aspects of human psychology, sociology and corporate culture or behavior, as well as quality and management tools and techniques.

• They must be trained also on the change management process which includes risk and resistance.

Corporate Quality Culture

In a Gallup Organization survey of 615 business executives, 43% rated a change in corporate culture as an integral part of improving quality.

Corporate Quality Culture

• It is the visible or working behavior of most of the people of an organization, i.e. the pattern and the emotional scenery of human habits, beliefs and behavior concerning quality

• Corporate cultures, where quality management tools and techniques are effective, are those where:o results are more important than politics and bureaucracy; and o workers and staff are sure that the top management wants to know

the truth and not just an acceptable version of the actual happening.

Corporate Lifestyle

Corporate Quality Culture: a lifestyle

Quality “Change Effect”

Corporate Culture

Corporate Quality Culture

the way it lives!