Friday, June 27, 2014
culture of quality - by Ashwin Srinivasan
New technologies have empowered customers to seek out and compare an endless array of products from around the globe.... They can use social media to broadcast their displeasure. And this issue isn't limited to the consumer space: 75% of B2B customers say they rely on word of mouth when making purchase decisions.... In many industries, cycle times are compressing. So, managers need a new approach to quality that moves beyond the "total quality management" tools
We define a "true culture of quality" as an environment in which employees not only follow quality guidelines but also consistently see others taking quality-focused actions, hear others talking about quality and feel quality around them. We interviewed the quality function leaders at more than 60 MNCs, conducted an extensive review of academic and practitioner research, and surveyed more than 850 employees across functions and industries and at all levels of seniority.
Some of what we learnt surprised us. Many traditional strategies used to raise quality — monetary incentives, training and sharing of best practices, for instance — have little effect. Instead, companies that take a grassroots, peer-driven approach develop a culture of quality, resulting in employees who make fewer mistakes — and the companies spend far less time and money correcting them !
Excerpt from the book : ' Culture of Quality ' by Ashwin Srinivasan
We define a "true culture of quality" as an environment in which employees not only follow quality guidelines but also consistently see others taking quality-focused actions, hear others talking about quality and feel quality around them. We interviewed the quality function leaders at more than 60 MNCs, conducted an extensive review of academic and practitioner research, and surveyed more than 850 employees across functions and industries and at all levels of seniority.
Some of what we learnt surprised us. Many traditional strategies used to raise quality — monetary incentives, training and sharing of best practices, for instance — have little effect. Instead, companies that take a grassroots, peer-driven approach develop a culture of quality, resulting in employees who make fewer mistakes — and the companies spend far less time and money correcting them !
Excerpt from the book : ' Culture of Quality ' by Ashwin Srinivasan
New
technologies have empowered customers to seek out and compare an
endless array of products from around the globe.... They can use social
media to broadcast their displeasure. And this issue isn't limited to
the consumer space: 75% of B2B customers say they rely on word of mouth
when making purchase decisions.... In many industries, cycle times are
compressing. So, managers need a new approach to quality that moves
beyond the "total quality management" tools
Read more at:
http://economictimes.indiatimes.com/articleshow/37343985.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
http://economictimes.indiatimes.com/articleshow/37343985.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
New
technologies have empowered customers to seek out and compare an
endless array of products from around the globe.... They can use social
media to broadcast their displeasure. And this issue isn't limited to
the consumer space: 75% of B2B customers say they rely on word of mouth
when making purchase decisions.... In many industries, cycle times are
compressing. So, managers need a new approach to quality that moves
beyond the "total quality management" tools
New
technologies have empowered customers to seek out and compare an
endless array of products from around the globe.... They can use social
media to broadcast their displeasure. And this issue isn't limited to
the consumer space: 75% of B2B customers say they rely on word of mouth
when making purchase decisions.... In many industries, cycle times are
compressing. So, managers need a new approach to quality that moves
beyond the "total quality management" tools....
Read more at:
http://economictimes.indiatimes.com/articleshow/37343985.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
http://economictimes.indiatimes.com/articleshow/37343985.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
New
technologies have empowered customers to seek out and compare an
endless array of products from around the globe.... They can use social
media to broadcast their displeasure. And this issue isn't limited to
the consumer space: 75% of B2B customers say they rely on word of mouth
when making purchase decisions.... In many industries, cycle times are
compressing. So, managers need a new approach to quality that moves
beyond the "total quality management" tools....
