Introduction to QI Culture
© Management and Performance Systems 2010
What is Culture?
 an organization’s DNA “glue”
 Organization’s personality and performance
 “It is how we do things around here”
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What Creates a Culture?
• patterns of human activity
• systems of symbols and meanings that lack fixed
boundaries
• constantly in flux
• interact and compete with one another
Wikipedia, the free encyclopedia
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The Ingredients of a Quality Culture
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•
•
•
•
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Commitment
Capability
Understanding of Customer Expectations
Empowerment
Process Focus
Institutionalization
Definitions of Quality &
Quality Improvement
One definition of Quality:
"Degree to which the inherent characteristics of a product
or service meet customer requirements.“
One Definition of Quality Improvement (QI):
“the organized creation of beneficial change; the attainment of unprecedented levels
of performance.”
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The LEAN QI
Approach:
• Focuses on maximizing process effectiveness across all
parts of the organization
• Provides tools for analyzing process flow and or delays at
each activity in a process
Combined with the Six Sigma** QI Approach:
• Emphasizes the need to recognize opportunities and
eliminate defects as defined by customers
• Requires data-driven decisions for effective problem
solving
** Six Sigma is a process improvement approach that strives for near-perfection in
organizational processes.
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Lean Six Sigma Methodology
1. Define
the issue
5. Control
performance of
improved
process
Organizational
Performance
4. Improve the
process
2. Measure
current
performance
3. Analyze the
data for defects
or opportunities
Lean Six Sigma reduces disruption
From fighting the waves…
To sailing on smooth flowing waters
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One PHD to Achieve Our Goals
Dept 1
Dept 2
Dept 3
Dept 4
PHD
Dept 5
Dept 6
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One
PHD
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Introduction to Quality Improvement Culture