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Running head: CULTURE OF QUALITY1Culture of Quality and How it Affects Business PerformanceDavid M. JohnTexas A&M University – Commerce
CULTURE OF QUALITY2AbstractDriving a culture of quality within an organization and what affect it has on businessperformance. This is an important topic to many in the manufacturing world because quality isone important way that all things manufactured are graded.The quality of a product plays apivotal role in whether or not it will meet customer expectations.This paper examines tenpublished articles and books on subjects such as Total Quality Management (TQM), QualityManagement Systems (QMS), workforce culture, and how these areas interact with businessperformance.In addition, this paper examines how to implement those systems at a manageriallevel in order to shift the culture within an organization.Shifting the culture at the core level isvital to creating the culture of quality required to improve business performance.
CULTURE OF QUALITY3Culture of Quality and How it Affects Business PerformanceChapter 1:IntroductionBackgroundThis study came about from experience as a Quality Technical Advisor for a largemanufacturing company in Fort Worth, Texas. Throughout his professional career, he has helddifferent roles within the quality realm.Having held position as an inspector of completed work,a Quality Assurance Supervisor, and part of audit teams that look at the practice of internal andexternal agencies it is an area that is beneficial.This background gives an insight into whatdrives organizations, especially when it comes to quality.Current employment with a companyfor two and a half years has provided insight on how a company can grow too fast, quadruplingproduction over a short period of time. Because of the rapid growth, there has been a decrease inquality.Even with traditional quality systems in place, there seems to be a shortfall in translatingquality systems into a culture of quality. As previously stated, the rapid growth is a challenge,and without the right culture in place, bad habits have formed. Even with an increase inemployee experience and product knowledge, there have been increases in defects per unit.Defects have costs associated with them in both scrap materials and labor hours, both of theseadd to operational costs. Researching ways to implement quality systems, both traditional andinnovative, which will drive the necessary culture to reduce quality associated costs and increaseperformance, is the goal.Problem StatementManufacturing organizations must deal with many varying costs.Raw materials, labor,marketing, plant, property, equipment, etc. are all costs that are taken into account when
CULTURE OF QUALITY4manufacturing any product.How a company sources raw materials relies heavily on thesuppliers, market, and transportation costs.Labor costs are also dependent on the labor marketand sometimes organized labor movements.The same goes for most business costs; they have