Omar Ghurab
One of the most
important aspects in implementing quality to an organization is to create a
quality culture. A quality culture is a culture that guides an organization
through the journey of achieving quality. This journey is not a step by step guide to fix
a current situation, it is a continuous process driven by the culture of
exceeding goals and expectations. It is
the change that differentiates between meeting minimum requirements and
exceeding it to full satisfaction. In this article I will discuss the
importance of having a quality culture in an organization.
Providing
quality is rather a simple and very logical concept if you take the human
portion out of the equation. For this example I will use a vending machine as an
example of an organization, how would a vending machine provide a quality
service to a customer? To begin defining the quality service we have determine
what quality means for the work of a vending machine. Quality is usually
defined as meeting or exceeding the customers’ requirements. For our example, quality
service for a vending machine means that the customer is expected to get the
exact product he selected in a short time. He is also expecting to get the can
chilled, and containing the same good flavor he has in mind. He is not
expecting a bigger can, a low calorie healthier beverage, or a can of different
flavor. Now let’s imagine one of the components of the machine is damaged, will
it still provide the same level of quality product? For instance, if the
refrigerator part is broken, the customer will get a room temperature can which
does not meet the expectations he has in mind. Or let’s say that the flavor he
wants is not available, or that the machine does not have the capability to
take debit transaction. All of these cases represent how the efforts of the
system components lead to provide quality service or product to the customer. All
of these components have to work correctly to achieve this goal. No matter how
technical the component is, it still plays a role in the process of providing
the service or in this case the product in a manner that satisfies the
customer’s requirements.
Now let’s go
back to organizations. Organizations are
systems containing different departments that work together each performing
their roles to provide a quality experience to the customer. In fact, if any of
the departments, sections, or even projects does not have a final goal that
enhances the experience of the customer and draw more customers in, it is
usually terminated because it does not provide a value to the organization.
A quality
culture is a corner stone in implementing quality. It ensures all efforts
provided by the organization are aiming towards providing quality to the
customer. The quality culture ensures
that all components in the organization are working simultaneously to one end
goal. Quality culture does not achieve its goal for implementing quality if the
people working in an organization do not believe in it. It might look really
good in an organization’s mission statement, but it only provides value if all
of the components of the organization are fully engaged in it
Finally, in an
article written by Bridgette Heard the director of quality for Illinois Cancer
Care, she states that to create a quality culture, an organization must follow four
essential steps:
1.
“Determine what
quality means for your organization.
2.
Analyze your
mission statement and core values.
3.
Train your
employees.
4.
Task employees
with the responsibility of showing behavior that aligns with the quality
program.” (1)
References
Heard,
Bridgette. "Creating a Culture of Quality: The Essentials."peoriamagazines.com.
N.p., n.d. Web. 4 Apr. 2014.
<http://www.peoriamagazines.com/ibi/2009/jul/creating-culture-quality-essentials>.