Eammon Coyle asked about the impact of culture on the implementation of Total Quality Management.
I think the success of any programmatic approach to quality – TQM, Six Sigma, Lean – is first and foremost determined by quality BEHAVIORS rather than tools or processes. And the biggest influence on the behavioral culture of an organization is what happens at the top, so that’s where you start.
I advised Eammon to
– show his C-suite the bottom-line potential of TQM,
– help them build the appropriate behaviors into their daily interactions,
… so that in about 6 months, when he can show them the impact, they’ll be ready to think about something more programmatic.
Here’s the original conversation .
How would YOU approach issues of quality in your organization?
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