QUALITY CULTUREImplementing quality into culture

Sohel Khatri

Culture is manifested in collective behaviors and is the set of shared beliefs, attitudes, values, goals, and practices that characterizes an institution or organization

QUALITY CULTURE

A Quality Culture is one in which employees “live” Quality in all their actions. No defects are passed to the next person.

A Quality Culture is the organizational capabilities, its habits and beliefs, that enable it to design and deliver products andservices that can meet customer needs and be successful in themarket place over the long term.

Source: https://medicine.ekmd.huji.ac.il/schools/pharmacy/En/home/news/QbD2014/Tamar%20Greenbers%20K1%20Sustainable%20Quality%20Culture.pdf

What’s wrong with your culture?

• Not working across functions• Management abdicating quality• Customer focus• Conflicting strategies• Growth strategies• Alignment • Cost reduction vs. quality improvement• Poor planning

Source: http://www.juran.com/elifeline/elifefiles/2009/11/The_New_Quality_Culture.ppt

What should the new culture look like?

• Moving from cost based to value based quality• Process efficiency and effectiveness• Integrate Six Sigma-like programs• Process • Regular check• Bi-lingual employees• Multi-tasking employees • performance improvement

Source: http://www.juran.com/elifeline/elifefiles/2009/11/The_New_Quality_Culture.ppt

Key “Levers to Pull” to instill a Quality Culture

Low Quality Capability High Quality Capability

Low Capability “Levers”• Clear expectations and

communication• The right management

behavior• Formal feedback

systems• Monthly quality

councils• Identify and monitor

metrics• Formal GMP training• Focus on QMS• Ethical behavior

program

Med. Capability “Levers”

• Continuous improvement

• Collaboration mechanisms

• Total cost of quality focus

• Standardized processes• Rewards for

performance• Performance

management.

High Capability “Levers”

• System focused• Quality at the source• Quality as a customer• Prevention focus• Built -in quality• Meetings with

regulators• Employee Engagement

program• Learning organization

Source: https://medicine.ekmd.huji.ac.il/schools/pharmacy/En/home/news/QbD2014/Tamar%20Greenbers%20K1%20Sustainable%20Quality%20Culture.pdf

Change traditional culture into Quality culture- How?

Undertaking Organizational Change

Initiating change

Time to accomplish change

Quality improvement projects

Source: https://lauriejoslin.wordpress.com/2009/03/

Foundational elements of Quality culture

• Leadership commitment

• Quality Infrastructure

• Employee empowerment

• Customer focus

• Teamwork and collaboration

• Continuous Process Improvement

Source: http://qiroadmap.org/culture-to-qi/foundational-elements-for-building-a-qi-culture/

Benefits of Quality Culture

Source: Quality summit peach (PPT)

Clients Employees Organization

• Improved services

• Improved choices

• Expectations met or exceeded

• Client oriented employees• Friendlier

atmosphere

• Pride in services delivered

• Job satisfaction • Improved

communications

• Streamlined work processes

• Strong client relationships

• Improved/expanded services

• Client oriented employees and improved client relations

• Improved community relations = better political relations

• Lower costs/cost contained

• Improved funding

THANK YOU