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Culture of Quality Accelerating Growth and Performance in the Enterprise
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Transcript of Culture of Quality Accelerating Growth and Performance in the Enterprise
Culture of Quality
Accelerating Growth and Performance in the Enterprise
A strategic collaboration between ASQ and Forbes Insights
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Why Explore Culture of Quality?
In Recall Blitz, G.M. Risks Its Reputation
- The New York Times, July 1, 2014
Bad VA Care May Have Killed More than 1,000 Veterans
- CNN, June 24, 2014
Irresponsible to Keep Using deadly Infant Seat After Recall
- Boston Globe, June 8, 2014
Several Drugs in Gov’t Hospitals Fail Quality Tests in Random Checks
- The Indian Express, June 26, 2014
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Forbes: A Powerful and Iconic Brand
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Forbes Insights Survey
Worldwide• 50% C-Suite• 50% Senior Executives
Revenue Groups
• 50% with less than $500 million
• 50% with more than $500 million
Industry Groups
• Manufacturing• Health Care• Transportation• Financial Service• Technology• Consumer Goods• Food & Drug• Industrial Products
1,010 Responses
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Concurrent ASQ Member Survey
Worldwide• Surveying its
worldwide membership.
Revenue Groups
• From organizations of all sizes.
Industry Groups
• From all industry groups.
1,281 Responses
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Dan Afseth, Business Excellence Content Leader, Intuit
Aleksandra Djordjevic, Product Leadership Business, Intuit
Rodney Donaville, Director-Quality Culture, HP
Dr. Kate Goonan, Associate in Health Policy, Massachusetts General Hospital; CEO, Goonan
Performance Strategies LLC
Cesar Diaz Guevara, Presidente Ejecutivo, Coporacion 3D Calidad
Elizabeth Keim, Managing Partner, Integrated Quality Resources
Fan Qing, Senior Manager of International Exchange Dept., China Association for Quality
Roberto Saco, President, Apioria Advisors
Paulo Sampiao, Prof. of Quality Engineering and Management, University of Minho-Portugal
Ernest Phoon Kok Sen, Senior Associate Consultant, IDSC Pts Ltd
Kandy Senthilmaran, Worldwide Services Director, Microsoft Corp.
E. David Spong, Retired, The Boeing Co.
Michael L. Swenson, Supplier Quality Senior Manager, Boeing Defense Space and Security
Joal Teitelbaum, Presidente, Joal Teitelbaum Escritorio de Engenharia
Alex Yap, Principal Consultant and Trainer, Centrex Training and Consultancy
Liu Zhuohui, Vice President, China Association for Quality
Advisory Panel
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Key FindingsOrganizations that self-describe their quality programs as world-class or state-
of-the-art rate C-suite and senior leadership often have a more positive outlook of their
quality program than those with quality-focused titles.
Customers’ demands are a main driver of a quality culture, but executives contend with other factors, like quality’s role in profitability.
More than half of the respondents plan to increase investment in quality in the next 18 months, 17% of which call the investment ‘substantial.’
Only 60% of respondents say their quality vision and values are clearly stated. Quality vision and values are key to a successful quality culture.
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Forbes Respondents
ASQ Respondents
Total Respondents
75%
47%
59%
What Organizations Exhibit a Culture of Quality?
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Why Such Different Views?
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“CEOs and the C-suite tend to receive filtered, big-picture material
that has been ‘prettied up’ for management.”
Elizabeth Keim, Managing Partner, Integrated Quality Resources
Why Such Different Views?
“If you’re close to the challenge, you see the precise changes still
needing to be made – and there are a lot of them. Whereas from the
top, you see great progress.”Dan Afseth, Software Development Leader, Intuit
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“There will always be room for improvement. (Creating and sustaining
a culture of quality) is the responsibility of all leadership of all
organizations from the beginning to the end of our value stream.”
Ken Shead, Vice President of Integrated Quality, Boeing Defense Space & Security
Developing and Sustaining a Culture of Quality
“…Leadership sets the tone, clearly articulates the vision and
expectations.” From there “you need to define what quality means,
define quality goals … and reward those who are making it happen.”
Jeffrey Ray, Director of Operations and Quality, Strategic Missile & Defense Systems,
Boeing Defense Space & Security
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Quality Goes Beyond Primary Offerings
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• Quality’s positive impact on effectiveness and profitability
• Quality is a core leadership value
Executives Drive Quality for Profits, More
In addition to customers, executives cite additional reasons to drive quality:
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• Quality’s ability to serve as a key competitive differentiator
Linking Key Performance Indicators to Quality
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Challenges Abound in Worldwide Quality Adoption…
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Generation Y
Born Mid 1970 to about 2000
Challenges Abound in Worldwide Quality Adoption…
How challenging is it to make quality programs relevant for Baby
Boomers, Generation X and Generation Y?
Very Challenging
10% Baby Boomers
Challenging
35%Generation X
Very Challenging
17% Generation Y
Challenging
36%
Very Challenging
6%
Challenging
50%28
Companies are planning substantial improvements to quality programs over the next 18 months.
…But Positive Change is on the Horizon
• 54% of all respondents plan to increase investment in quality programs.
• 73% of executives say they are making investments in technology to improve performance against quality objectives.
• 90% of respondents say they are investing in technology to meet end customer needs
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What’s Next - Whitepaper
• Deeper Analysis
• Qualitative and Quantitative Analysis
• Available at cultureofquality.org in August 2014.
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What’s Next – Online Self-Assessment
In addition to the whitepaper, Forbes Insights and ASQ will develop a self-
assessment tool that will allow organizations to measure and
benchmark their “culture of quality.” The tool also will offer opportunities
to improve a company’s culture.
The tool will be available at cultureofquality.org for World
Quality Month in November 2014.
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For More Information
Laurel Nelson-Rowe ASQ Managing Director [email protected]
+1 414-298-8789 ext. 7433.
Email: [email protected]: CultureOfQuality.org
For further details on the research contact:
Michael BarryASQ Communications Manager
[email protected]+1 414-298-8789 ext. 7263.
Kevin BraleyASQ Senior Media Relations Specialist
[email protected]+1 414-298-8789 ext. 7587.
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