Quality is a key competitive factor in every industry. To provide high-quality products and services means to fulfill explicit and implicit customer expectations, along with every step of the value chain: R&D, procurement, production, sales and distribution, and after-sales service. Problems with quality translate quickly to lower levels of customer satisfaction, higher costs, and shrinking revenues.
Over the past 20 years, most companies have invested heavily in quality improvement—including quality management systems, quality processes, and IT systems—aiming to secure and consistently improve the quality of their operations. Despite the marked improvements that have come from these efforts, however, recalls due to quality deficiencies are still common, costing companies billions of dollars. Without a [removed] , quality management will continue to suffer.
Most leaders recognize how critical a high-performance culture is to their organization’s success. Most also struggle to achieve it.
Organizational culture is how your people behave within your company’s context:
- Who gets hired? Fired? Promoted?
- How do you set goals?
- What do you talk about in key meetings?
- Which heroes do you celebrate?
- What projects do you fund?
- What behaviors and outcomes do you measure, encourage, and reward?
- How do you react to failure or setbacks?
Have you implemented an effective organizational culture?