11:
Total Quality and Organizational Change
What
are the four stages of learning???
1.
The Importance of Change
A. Customer expectations continuously evolve
Quality Never Goes Out of Style
(411)
B. Processes can become unnecessarily complicated
2.
Cultural Change
Culture: beliefs
and values shared by the people of an organization
The Eastman Way (414)
You can learn about culture by noticing:
how people dress, layout, stories, policies, and actions.
Must have a company match for QUALITY!
A. Elements of a Total Quality Culture
1. Focus
on customer needs
2. Team
3. Cultural values
B. How Organizational Culture is Changed
First: articulate
to employees the direction you want the company to go and lead by example.
Second: communicate
Third: practice what you
preach
Fourth: get managers on
board
Fifth: give the proper
rewards
A Sincere Belief and Trust in
People (419)
C. Making the
New Culture Permanent
Make it a responsibility, make it part of the
organization, everyone dedicates one hour a week on it.
D. Best Practices
E. People Roles
3.
Sustaining Total Quality
A.
Self Assessment
B. Follow-up
C. Knowledge Management and Organizational Learning
D. How Continuous Improvement is Practiced
1.
Set Priorities
2. Suggestion systems
3. Deming
cycle
4. Look for a variety of
improvement types
5. Persistence
E. Organizational Change in Action
4.
Reengineering: breakthrough improvement to improve the speed and quality of
work while simultaneously reducing costs.
* How
do you gain 50% improvements?
* The 100 year old attic
* Find foolish
administrative waste
A. Principles
1. Reduce
handoffs
2. Eliminate steps
3. Perform steps in
parallel rather than in sequence
4. Involve key people
early
Cases:
The
Yellow Brick Road to Quality
The Parable of the Green Lawn
Westerfield Construction