7/28/2019 development of quality culture.ppt
1/18
Quality Culture
1
7/28/2019 development of quality culture.ppt
2/18
7/28/2019 development of quality culture.ppt
3/18
Theories of motivation
Moslows list of human need Usual form of quality motivation
Physiological needs: i.e. need for food,
shelter, basic survival. In an industrial
economy ,this translate into minimum
subsistence earning
Safety Need : Need to remain employed
at that time
Belongingness &love need :i.e. the
need to belong to a group and be
accepted
Esteem Need : i.e. need for self respect
and for the respect of others
Self actualization: i.e. the urge for
creativity for self expression
Opportunity to increase earning by
bonus for good work
Job security :e.g. quality makes
sales; sales makes job
Appeal to the employee as a
member of the team he or she
must not let the team down
Appeal to pride of workmanship, to
achieving a good score
.Recognition through rewards,
publicity, etc
Opportunity to propose creativeideas , to participate in creative
Moslows hierarchy of human
need
3
7/28/2019 development of quality culture.ppt
4/18
Herzberg Theory -Job Dissatisfaction and
satisfaction
Job dissatisfaction is the result of specific dislikes- the pay is low, working
condition are poor, the boss is unpleasant.Job satisfaction depends on what the worker dose. Satisfaction comes from
doing motivation from such factors as job challenges, opportunities for
creativity, identification with group, responsibility and planning.
Douglas McGregor-Theory X & Theory Y
McGregor's X-Y theory is a salutary and simple reminder of the natural rules for
managing people, which under the pressure of day-to-day business are all too
easily forgotten.
Under theory X, the modern worker has become lazy, uncooperative
Under theory Y, there has been no change in human nature. What has changed
is the way in which work has been organised
4
7/28/2019 development of quality culture.ppt
5/18
Quality culture bring change
Kilmann suggest five track necessary for change
Culture, management skills, team building, strategy structure and the reward systemPeters and waterman 7s factor of change
Shared values, strategy, systems, staffing , style, structure, and skills
Differences in the quality culture can have extreme illustration
Negative quality culture Ex Pudumjee paper Industry (Chinchwad, Pune)
Positive quality culture Ex BGPL (Bhigwan, Pune)
Culture can be change
We need to provide
Awareness of quality
Upper management leadership,
self development, and empowerment.
Participation
Recognition and reward
5
7/28/2019 development of quality culture.ppt
6/18
Create and maintain awareness of quality
To ensure action on quality a starting point is to create and disseminate
information on the current status of the quality
To create awareness we need to present information in different languages for
different population in an organisation e.g. Ritz Carlton
Upper management
Language of money
Middle management
Bilingual
Lower management
Language of product
How to maintain awareness of quality ?
The message of quality must be sustained
through contentious reinforcement
Quality measurement e.g. Cargil Corn Milling Units of measures must be carefully defined
to inspire a positive priority for quality
Report and quality can be highly effective
Use poster and other media to improve
quality
Techniques include quality newsletter ,quality
items on all meeting agendas, announcementon quality by key executive, company
conferences on quality, and interest arousers
Ideas for mainta in ing a focus on q ual i ty can never be subst i tute for real act ion by
management
6
7/28/2019 development of quality culture.ppt
7/18
Provide evidence for management leadership
Management commitment is necessary but not sufficient
Single most important element is management leadership on qualitywith the
evidence to prove it
Eight key task for the good
leadership
Establish and serve on a quality
council
Establish quality circle
Establish and deploy quality goals
Provide the resources
Provide problem oriented training
Serve on upper managementquality improvement teams
Stimulate improvement
Provide reward and recognition
Management Styles
When an upper management
spend time on these activities, it
provide the evidence leadership
that inspire others to do their sharee.g. LOreal Safety stop
Some upper management group
lead quality training
Form quality improvement team
0102030405060708090
100
Managemet Style
7/28/2019 development of quality culture.ppt
8/18
Provide for Self-Development and
Empowerment
Every individual plays either of the three roles in an
organization.
Individual
Supplier
CustomerProcessor
Supplier-
Producer
processing
system
Customer-
user
processing
system
Outpu
t
Requir
ements
Input
Requi
reme
nts
Customer Satisfaction
Feedback loop
Input
(Resource)
Outputs
Match ?
Each stage is a supplier to subsequent stages and also a
customer of previous stages
8
7/28/2019 development of quality culture.ppt
9/18
The Taylor System
Introduced by Frederick W. Taylor, a mechanicalengineer .
Basic problem as identified by Taylor : The
supervisors and workers of his time lacked the
education needed to make important decisions.
Taylors Remedy: Separation of Planning and
Execution Engineers
SpecialistsPlanning
Supervisors
WorkersExecution
Increase inProductivity!
9
7/28/2019 development of quality culture.ppt
10/18
7/28/2019 development of quality culture.ppt
11/18
Self-Control
Concept of self-control: Knowledge of work
Feedback on performance
Means to regulate their work if they are failing to
meet the goals
Importance of self-control:
It is a pre-requisite to using behavioralapproaches to motivate employees
Job Designs place a greater degree of self control on the
workers.
11
7/28/2019 development of quality culture.ppt
12/18
Job Design
Job Characteristics Five Characteristics asdescribed by Hackman and Oldham ( 1980 )
Skill Variety
Task Identity
Task Significance
Autonomy
Feedback
Self- Managing Team- A special form of Job
enlargement
Each worker is trained to have a variety of skills
The team is given formal authority to executecertain ob- lannin and su ervisor tasks
12
7/28/2019 development of quality culture.ppt
13/18
Empowerment-A process of delegating
decision-making authority to lower levels within
the organization. Involves additional training. E.g.self- managing teams
Upper Management:Coaches and Mentors
Middle Management:Integrate all parts of the
organization
Work Force: Identifythe best possible way to
get the work done
13
7/28/2019 development of quality culture.ppt
14/18
Participation Means of inspiring
action
Word Total in TQM emphasize the involvement of everyone for qualitymanagement right from top management to first line supervisors and the
work force
By participating in quality activities people acquire new knowledge, see
the benefits of quality discipline and achieve a sense of accomplishmentby solving problems
Participation at all level is decisive in inspiring action on quality
Good quality control involving everyone leads to a better return to allstakeholders
14
7/28/2019 development of quality culture.ppt
15/18
Provide Recognition and Reward Recognition is public acknowledgement of superior performance of
specific activities while Rewards are benefits which are conferred for
generally superior performance against goals
Such expression of esteem play an important role in inspiring people on
quality
Recognition through public acknowledgement of superior activity can be
provided at several level-individual ,team or business unit level
People get a positive feeling when There job has been designed to focus on self development
They are given opportunities to participate in planning and decision making
15
7/28/2019 development of quality culture.ppt
16/18
Forms of Recognition Range from simple verbal message to modest or token award
Token award may be tangible ( e.g. saving bond, dinner etc. ) or
intangible ( letter of praise, sending an employee to seminar etc.)
Recognition must fit the local culture
Sometimes programmes for recognition is more useful than monetary
award as people feel that the decision for reward takes a very long time
and the award was too low
16
7/28/2019 development of quality culture.ppt
17/18
Forms of Rewards Reward for quality related activities are increasingly becoming part of
the annual performance evaluation of middle managers, specialists and
first line supervisors
Forms of rewards include changes in base pay, incentives , skill- based
wages , a bonus, and stock plans
Meeting the current year goal takes a precedence over the qualityimprovement initiative and this is the biggest weakness of quality
managers
Reward system should be formed so as to inspire the manager to make
breakthrough to improved quality level
Adequate resources in the form of infrastructure and training must be
provided for quality improvement
Example : Texas Instruments
17
7/28/2019 development of quality culture.ppt
18/18
Thank You
From Books to You
18