文档介绍：Quality Culture
F. L. CHEN, NTHU
Organizational Culture
• anization’s culture is the everyday
manifestation of its underlying values and traditions. It
shows up in how employees behave at work, their
expectations of anization and each other, and
what is considered normal in terms of how employees
approach their jobs.
• Elements of anization’s culture:
– Business environment
– Organizational values
– Cultural role models
– Organizational rites, rituals, and customs
– Cultural transmitters
F. L. CHEN, NTHU
What is Quality Culture?
A quality culture is anizational value
system that results in an environment that is
conductive to the establishment and continual
improvement of quality. It consists of values,
traditions, procedures, and expectations that
promote quality.
F. L. CHEN, NTHU
Quality culture . Traditional Cultures
• Operating philosophy
• Objectives
• Management approach
• Attitude toward customers
• Problem-solving approach
• Supplier relationship
• Performance-improvement approach
F. L. CHEN, NTHU
Operating Philosophy
• In anization with a traditional culture, the
primary focus is on investment and short-term
profits. A short-term operating philosophy is the
reason anizations often experience so
much turnover at the top.
• In anization with a quality culture, the core of
the operating philosophy is customer satisfaction.
Such an approach can lower profits in the short run,
but is the key to long-term survival and prosperity.
F. L. CHEN, NTHU
Objectives
• Organization with traditional cultures typically
adopt short-term objectives. The focus is on what
anization should plish over the next
several weeks and months.
• Organization that adopt a quality culture plan
strategically. They develop both long- and short-
term objectives, and they do so within the context of
anizational vision.
F. L. CHEN, NTHU
Management Approach
• anization with traditio