Today’s organisations face the challenge of measuring the right things and then using those measurements as a starting point to work with improved quality. The failure to generate a shared value base is pointed out as one main cause for the inability to effectively apply quality management and lean within organisations; thus, it appears central to measure these values. However, the measuring of values and behaviours seems to be missing within both concepts. Therefore, there is a need for a tool that measures not only quality values but also behaviours that support or obstruct a quality culture. The purpose of this paper is to describe how a measuring tool which measures quality culture can be designed and structured.
A project with the aim to measure and develop quality culture started in 2015 by three Swedish universities/institutes and seven organisations. During several workshops, quality values and supportive and obstructive behaviours were developed and described. This resulted in a survey where employees of the participating organisations ranked performance and importance of the described behaviours. The results were presented and discussed in a fourth workshop.
A framework of behaviours and a measurement tool for a quality culture are presented in this paper.
The framework of behaviours, supporting or obstructing a quality culture, is original and may be very useful to diagnose and develop a quality culture.
This has been a research project within SQMA – The Swedish Quality Management Academy, see www.sqma.se. The project is funded by organisations in SIQ’s supporting members’ association.
Cronemyr, P., Bäckström, I. and Rönnbäck, Å. (2017), "Quality culture deployment – using behaviours to explain, diagnose and improve a quality culture", International Journal of Quality and Service Sciences, Vol. 9 No. 3/4, pp. 498-518. https://doi.org/10.1108/IJQSS-02-2017-0008
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