CULTURE OF QUALITY ACCELERATING GROWTH AND PERFORMANCE IN THE ENTERPRISE

~h:. :_ hundreds of millions of dollars of cost savings.

20o/o of senior executives r ate thei r qual ity progra ms

as world class, but only 5o/o of quality professionals do the some.

CEO.s and the C -suite tend to receive filtered, big-pidure material that has be.en prettied up for management.

59o/o of ali respondents say their organization exhibits a culture of quality.

- Uz."Keirn, lntegrated Quality Resources

58.5o/o of qualily professionals rate their quality programs as average or below average.

Vision, Values, and Leadership Only 60/o o f respondents say thei r alitv , is cleorly stoted and only 32o/o say

t' I s , I t'"' I I .

Only 61 o/o say their v I E are clearly stated and 50/o say it's understood throughout the organization.

Only 600/o say their management supports the quality vision and values unequivocally.

COMMITMENT TO CUSTOMER Only 8 /o of ali respondents soy their orgonizolion's mosl visible metrics focus on customer needs.

Only 24 o/o of ali respondents soy their orgonizotion is highly effective in identifying customer needs ond expectotions.

48 o/o of ali respondents soy customer needs ore

24% 2 ''o 48%

o key driver of quolity progroms.

Quality ... is the language that translates the voice of the customer into long-term organizationa:l perfor,mance.

- Bharat Wakhlu, Tato Services

TOP 6 KEY CHALLENGES in adapting quality programs to meet the needs of a global workforce

. . ....

-

O Lack of uniform quality standards: 35o/o of ali respondents L:\ Use of technology

~ to ensure quality: 34 o/o ~ Lack of specialized ~ training: 32/o 1:\ Workers vary by region in the V ability to take initiative: 32o/o

~ Use of technology ~ for metrics: 28/o ,. lmportance a ttached to quality by \:1 various cultures/regions: 27o/o

53/o of ali respondents say their organ ization is planning to increase quality-focused investment over the next 1 8 months.

1 7/o o f th os e say th e i nvestment li kely wi li be substantial.

Self-described wo I - * :a s are more apt to

increase investment in quality, wi th /o of those organizations planning

to increase investment in quality programs in the next 18 months.

5/o o f those say the investment likely w ill be substantial.

* Respondenfs be/ieve !hei r compony's qoolity progroms ore omong lhe sfrongesf ond mos! odvonced in the wor/d.

The company lacks formal mechanisms for collecting and analyzing customer feedback.

The organization experiences frequent, though ohen minor, setbacks because of inconsistent quality.

Training and development do not emphasize quality.

Metrics used for performance evaluation feature little to no mention of quality goals.

Managers throughout the organization either fail to consistently emphasize quality or are resistant to quality initiatives.

How much more effedive could your organization become if it were to take steps to enhance its culture of quality?

Forbes I~SICHTS

Website: cultvreofquolity.org Emoil: cultvreofquolity@osq.org

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