How to Create Quality Culture

VALUES                                                     ACTIONS
1."Customer-first" attitude                             1.1 Share costomer-survey results
                                                                    1.2 Recognize and reward

2.Teamwork and Cooperation                      2.1 Utilize quality improvement teams
                                                                    2.2 Reward team members

3.Internal customer support is vital                3.1 Utilize unit-level quality
                                                                    3.2 Encourage interaction

4.Customer delight drives all other                4.1 Communicate this clearly
   indicators                                                  4.2 Make customer satisfaction a top indicator

5.Long-term improvements are better than    5.1 Train to follow fact-based problem solving
   quick fixes                                                 5.2 Reject quick fixes not supported by data

6.Fact and data are better than hunches         6.1 Provide support,and help team find data
   and guesses

7.Worry about solutions.Don't concentrate     7.1 Praise those who discover problems
   on finding fault                                             7.2 Don't kill the messenger.

8.Total involvement is key                              8.1 Make easy to join the quality effort
                                                                     8.2 Recognize involvement in appraisals.

9.Make this a people-intensive process          9.1 Select customer-oriented staff
                                                                     9.2 Reward, promote quality heroes.

10.Promote a spirit of commitment                10.1 Make resources available
                                                                    10.2 Have patience and perseverance.



THE SEEDS OF QUALITY MUST BE PLANTED IN FERTILE SOIL TO YIELD A BUMPER CROP OF QUALITY IMPROVEMENTS AND HARVEST A COMPETITIVE ADVANTAGE.