9.3 Internalization of Quality Culture

	An organizational value system that results in an environment that is conducive to the establishment and
	continual improvement of quality.
	Organizations that develop and maintain a quality culture will differ significantly from those with a traditional
	culture in the following areas:

		Operating philosophy
		Objectives
		Management approach
		Attitude towards customers
		Problem-solving approach
		Supplier relationship
		Performance-improvement approach

Activating cultural change

	To attempt the implementation of total quality without creating a quality culture is to invite failure.
	Several primary reasons cultural change must either precede or at least parallel the implementation of total
	quality are:

9.3 Internalization of Quality Culture

		Change cannot occur in a hostile environment. Total quality approach might be radically different
		from what the management is accustomed to.
		Moving to Total quality takes time. In a conversion to Total Quality, positive results are rarely
		achieved in the short run.
		It can be difficult to overcome the past. Employees might remember earlier fads and gimmicks and
		characterize total quality as being just the latest one.

9.3 Internalization of Quality Culture

Establishing a quality culture:

	Establishing a quality culture involves specific planning and activities for business or department.
	Phases of Emotional Transition:

9.3 Internalization of Quality Culture

Steps in conversion to quality:

	Identify the changes needed.
	Put the planned changes in writing.
	Develop a plan for making the changes.
	Understand the emotional transition process.
	Identify key people and make them advocates.
	Take a hearts and minds approach.
	Apply courtship strategies.

Maintaining a quality culture:

	Establishing Quality Culture is a challenging undertaking for any organization. It is even more challenging to
	maintain it over time.
	In order to maintain Quality Culture, organizations must foster the following behaviors:

		Maintain an awareness of Quality as a key cultural issue.
		Make sure that there is plenty of evidence of Management's leadership.
		Empower Employees and encourage self-development and self-initiative.

9.3 Internalization of Quality Culture

Recognize and reward the behaviors that tend to nurture and maintain Quality Culture.