Topic 10: Sustaining Total Quality Organization

Organizational culture and performance excellence

An organization's value system and its collection of guiding principles

Understanding organizational culture is important to ensure the success of the TQ implementation

Changing organizational culture

Strategic change

Process change

Performance excellence differed with traditional management culture

Culture of performance excellence

Acknowledge performance of the employees

Strategic outcomes drive the work

A premium is placed on excellence in performance

Management commitment and leadership

5 critical behaviours to develop a positive quality xulture

Encourage self-development and empowerment

Keep employee involved

Provide evidence of management's leadership

Provide recognition and rewards

Create and maintain an awareness of quality

Psychologist suggest that individuals go through 4 stages of learning

Conscious incompetence

Conscious competence

Unconscious incompetence

Unconscious competence

2 types of leaning in organization

Adaptive

Generative

A result of adapting what has been learned

Generate new inputs to be shared and learned by others

LO's key activities

Learning from own experiences and history

Learning from experiences and best practices of others

Experimentation with new approaches

Transferring knowledge quickly and efficiently throughout the organization

Systematic problem solving

Key forces in future quality management

Increasing rate of change

Workface of the future

Globalisation

Aging population

Consumer awareness

21st Century quality

Innovation

Global responsibility

Quality is not a unit or a department but it is an attitude and quality starts from within and that is us