QUALITY CULTURE: Changing Hearts, Minds and Attitudes

On changing the culture: Dont ever take a fence down until you know reason why it was put up G.K. Chesterton SUMMARY 1. A quality culture is an organization value system that results in an environment that is conducive to the establishment and continual improvement of quality. It consists of values, traditions, procedures, and expectations that promote quality. 2. Implementing total quality necessitates cultural change in an organization, for the following reasons: Change cannot occur in a hostile environment. Moving to total quality takes time. It can be difficult to overcome the past. 3. The laws of organizational change are as follows: Understand the history behind the current culture. Don't tamper with systems-improve them. Be prepared to listen and observe. Involve everyone affected by change in making it.
4. Change can be difficult because resisting change is natural human behavior. In any

organization there will be advocates of change and resisters. Sometimes advocates focus so intently on the expected benefits of change that they fail to realize how the change will be perceived by potential resisters. People resist change for the following reasons: fear, loss of control, uncertainty, and more work. To overcome resistance to change, advocates can apply the following strategies: Involve potential resisters. Avoid surprises. Move slowly at first. Start small and be flexible. Create a positive environment. Incorporate the change. Provide a quid pro quo. Respond quickly and positively.
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Quality Management (Introduction to Total Quality Management for Production, Processing and Services)

Work with established leaders. Treat people with dignity and respect. Be constructive.

5. Strategies for establishing a quality culture include the following: Identify the changes needed. Put the planned changes in writing. Develop a plan for making the changes. Understand the emotional transition process. Identify key people and make them advocates. Take a hearts and minds approach. Apply courtship strategies. Support. 6. At times, it might be necessary to change an organization's leadership team to ensure needed cultural change. This situation arises when the organization's senior executives have a great deal invested in the status quo and therefore are staunch defenders of orthodoxy.

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Quality Management (Introduction to Total Quality Management for Production, Processing and Services)