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 QuestionsUse:A. Strongly agreeB. AgreeC. DisagreeD. Strongly disagreeE. 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.