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Quality culture deployment – using behaviours to explain, diagnose and improve a quality culture

Peter Cronemyr (Linköping University, Linköping, Sweden)
Ingela Bäckström (Department of Quality Technology and Management, Mid Sweden University, Östersund, Sweden)
Åsa Rönnbäck (Swedish Institute for Quality, Gothenburg, Sweden)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 18 September 2017

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Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

A framework of behaviours and a measurement tool for a quality culture are presented in this paper.

Originality/value

The framework of behaviours, supporting or obstructing a quality culture, is original and may be very useful to diagnose and develop a quality culture.

Keywords

Acknowledgements

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.

Citation

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

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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