Using a Culture of Quality to Create and Maintain Business Results

STUDY OVERVIEW

A culture of quality doesn’t spontaneously materialize in a company’s operations. It takes hard work across the whole organization and starts with front-line jobs. This study sheds light on the steps companies have taken to create a quality culture and to make quality an inherent component of every job and business system. It will provide corporate leaders from all kinds of industries insights into how companies have overcome the challenge of creating a quality culture.

KEY TOPICS

· Embedding Quality Into the Business
· Managing Change
· Empowering Front-Line Personnel to Make Quality Decisions
· Incenting the Quality Mindset
· Communicating Quality Goals and Successes

KEY METRICS

· Effectiveness of methods to ensure quality integration across the front-line
· Frequency of quality-building activities
· Rating of elements used to build a culture of quality
· Effectiveness of methods used to integrate quality across organization
· Ranking of quality-building activities by corporate leaders

SAMPLE BEST PRACTICES

Embed quality into the job goals and performance metrics to keep individuals focused on quality.

Industries Profiled:
Biotech; Health Care; Banking; Financial Services; Manufacturing; Pharmaceutical; Energy; Retail; Internet; Chemical; Utilities; Insurance; Transportation; Consumer Products; Computer Hardware; Shipping; Telecommunications; Government; Computers


Companies Profiled:
Allergan; Wuxi Pharmatech; Wells Fargo; W.R. Grace; Wachovia; Vistakon; TXU Corp.; Staples; Sonoco; PSE&G; PolyOne Corporation; PG&E; Nationwide Insurance; MTR Corp. Ltd; MeadWestvaco Corp.; Marvin Windows and Doors; LifeScan; Kraft Foods; Johnson & Johnson Healthcare Systems; Janssen; GE Money; Fujitsu Computer Systems; Federal Express; Ethicon Endo-Surgery Inc.; EMC Corporation; Embarq; EchoStar Communications Corporation; DuPont Teijin Films; Dow Chemical; Dofasco; Deutsche Bank; DePuy Orthopaedics; Inc.; Department of Veterans' Affairs; Dell Computer

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