Organizational Culture and Quality Management Systems

In: Business and Management

Submitted By anaprior
Words 4487
Pages 18
A influência da Cultura Organizacional na implementação de Sistemas de Gestão de Qualidade nas Organizações
Prior, Ana Renataª
ªUniversidade Lusófona do Porto Rua Augusto Rosa, 24, 4000 - Porto

Teixeira, Magalieª
ªUniversidade Lusófona do Porto Rua Augusto Rosa, 24, 4000 - Porto

O fenómeno da globalização acarretou consigo tremendas exigências que se impuseram, aos poucos, às organizações, exigências essas que obrigaram a que as mesmas dessem largas ao seu espirito criativo e empreendedor, levando-as a criar e a adotar mecanismos que lhes permitissem tanto destacar, como ser mais eficientes e produtivas, os seus objetivos deixaram de ser apenas a obtenção de lucro para passarem a ser os meios (processos e intervenientes) utilizados para a obtenção desse lucro, para isso, as organizações viram-se diante de exigências impostas tanto ao nível dos seus procedimentos como das suas políticas e embora a implementação de sistemas de gestão de qualidade (SGQ) não seja uma invenção recente, o fato é que apenas lhe foi atribuída maioritária importância nas últimas décadas, com a crescente exigência dos mercados, tornou-se imprescindível ser mais e melhor, apostando na inovação e no conhecimento, e como isto só se consegue através da conjugação dos diferentes recursos de uma organização, é nesse sentido que no surge este artigo, consideramos vital falar do papel do seu recurso mais importante, o recurso humano (RH), procurando perceber qual o impacto da cultura organizacional (CO) na envolvência dos RH na integração de SGQ, mas, como veremos, para perceber de que forma a CO afeta a implementação de SGQ, é impreterível compreender e estudar os contextos em que estes últimos são aplicados. Embora se trate, maioritariamente, de uma relação indireta e com um fraco suporte empírico, a relação entre GRH, CO e SGQ, existe…...

Similar Documents

Total Quality Management (Tqm) and Quality Culture

...TOTAL QUALITY MANAGEMENT (TQM) AND QUALITY CULTURE Total Quality Management (TQM) is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. What is the definition of TQM? A core definition of TQM describes a management approach that centres on meeting customer requirements by achieving continuous improvement in products. In simplest word, under TQM the company continually strives to be better through learning and problem solving. There are six key features of TQM as stated below:- 1. Total quality management is organization-wide. To be effective in improving quality, TQM must be supported at all levels of a firm, from the highest executive to the lowest-level hourly employee. TQM extends the definition of quality to all functional areas of the organization, including production, marketing, finance, and information systems. 2. Total quality management is customer-driven. Quality is defines when meeting or exceeding the customer expectations which TQM recognizes a perfectly produced product has little value if it is not what the customer wants. Thus, customer satisfaction is seen as company highest priority. Since taste and preferences of customer always change then, it is quite difficult to determine what the customer wants are. Hence, the company needs to continually gathered information in order to stay tune with the customer wants. 3. Total quality involves empowerment. All employees participate in......

Words: 581 - Pages: 3

Management Systems and Quality Management Systems L'Oreal

...Quality is a concept. It consists of meeting expectations of consumers. A quality product is able to satisfy most of people. The concept of quality can be illustrated by a lot of material characteristics in a product: design, material components, easy to use, technological … But, others elements must be noticed, generally, immaterial things such as durability, price (value for money), after-sales services, and image … Quality is something subjective and objective in the same time. Some elements are objective and can be appreciated in the same way by everybody (material components, high technology for example). In the other hand, some elements can be appreciated in a personal way (peculiar to personal values, to personal point of view …). The Quality Management System (QMS) is based on the quality concept. It’s a system organized by companies to reach quality objectives. The QMS aims to improve results and performance of a company. This system is made by values and standards specific to the company or not. For example, ISO 9000 standards must be included in the QMS of companies. The QMS concerns all company’s departments but each department has generally the control of its QMS. This system belongs to the global company strategy. The two main goals of the QMS are: guarantee quality product and satisfy the customers. The execution of a good QMS corresponds to five simple actions: planning, doing, checking and adjusting. The interest of a good QMS is : to ameliorate the......

Words: 342 - Pages: 2

Quality & Operations Management Systems

...Subject Name: Quality & Operations Management Systems Subject Number: 49306 Subject Mode: Standard Assignment Number: 1 Date Submitted: 12 MAY 2014 Student Last Name: WU Student First Name: WENKUN Student ID: 11790401 1 Quality Management System (QMS) ISO 9001:200 The following tasks were completed using the example of NAB bank in Australia 1.1 Write a Quality Policy for the company in accordance with the ISO9001:2008 requirements National Australia Bank which is short for NAB is one of the four largest financial institutions in Australia  NAB aims to: 1 built world class customers relationship around Australia to provide our customers with quality products and services, fair fees and charges 2 Give the best investment advice and guidance to customers to help them build up career and also help Asian active customers to achieve efficient investment. 3 deliver satisfactory and continuable financial returns to over 500,000 shareholders. 4 strengthen banking service for superannuation and the ageing people NAB will ensure the objectives mentioned above achieved by providing any required services and resources and do its best to achieve the action below: We will make our business more simple and digitized We will build up strong relationships between class customers around the world We will increase and strengthen the banking services for the superannuation and the population of older people. We will expand banking......

Words: 6455 - Pages: 26

Quality Management System

...of a Quality Management System Organizational Structure Responsibilities Methods Data Management Processes Resources Customer Satisfaction Continuous Improvement Product Quality [edit] Concept of quality - historical background The concept of quality as we think of it now first emerged out of the Industrial Revolution. Previously goods had been made from start to finish by the same person or team of people, with handcrafting and tweaking the product to meet 'quality criteria'. Mass production brought huge teams of people together to work on specific stages of production where one person would not necessarily complete a product from start to finish. In the late 19th century pioneers such as Frederick Winslow Taylor and Henry Ford recognized the limitations of the methods being used in mass production at the time and the subsequent varying quality of output. Birland established Quality Departments to oversee the quality of production and rectifying of errors, and Ford emphasized standardization of design and component standards to ensure a standard product was produced. Management of quality was the responsibility of the Quality department and was implemented by Inspection of product output to 'catch' defects. Application of statistical control came later as a result of World War production methods. Quality management systems are the outgrowth of work done by W. Edwards Deming, a statistician, after whom the Deming Prize for quality is named. Quality,......

Words: 1037 - Pages: 5

Quality Management Systems

...4.0 - QUALITY MANAGEMENT SYSTEMS Section Description 4.1 Quality System Processes Rev: A --- 01/1/04 --- New Bids, Quotations, Orders and Contracts CUSTOMER REQUIREMENTS CUSTOMERS Human Resources Plant, Facility and Equipment Information Resources (Document Control) Communication Customer RESOURCE MANAGEMENT Planning of Product Realization Purchasing and Receiving Production MANAGEMENT RESPONSIBILITY Measuring/Monitoring Devices PRODUCT REALIZATION Management Policies, Planning and Commitments Management Review MEASUREMENT ANALYSIS AND IMPROVEMENT Monitoring/Measurement of Products Monitoring/Measurement of Quality System (QMS) Monitoring Customer Satisfaction CONTINUAL IMPROVEMENT Shipping and Delivery CUSTOMERS Feedback 1.0 Process Approach 1.1 The quality management system is designed as a system of interrelated processes. All main activities in the company are defined as Quality System Processes (QSPs) and are grouped into the following six categories (refer to the diagram at the top of this section): Customer Requirements, Product Realization, Page 1 of 6 4.0 - QUALITY MANAGEMENT SYSTEMS Section Description Measurement, Analysis and Improvement, Management Responsibility, Resource Management, and Continual Improvement, And are organized into a Plan-Do-Check-Act loop. 1.2 The sequence and interrelation between the six groups and individual QSPs are illustrated in a diagram at the beginning of this section......

Words: 1672 - Pages: 7

Quality Management and Lean Systems

...Quality Management and Lean Systems In Quality Management there are five concepts. The third is Six Sigma which is a route for the development and allocation of close to perfect products. It is a level of how much a process differs from exactness (Russell & Taylor, 2013). The goal for Six Sigma is equal to or less than 3.4 defects (anything outside of a customer’s specifications) per million opportunities (Russell & Taylor, 2013). Six Sigma has two sub-methodologies (practices, procedures and rules) DMAIC (define, measure, analyze, improve, control) which is a system for improvement of existing processes which fall below standards and looks for improvement, and DMADV (define, measure, analyze, design, verify) which is used to develop new products or procedures at the most highest quality levels (Russell & Taylor, 2013). Both of these processes are achieved by project team members (green belts) and project leaders (black belts) and overseen by supervisors (mater black belts). In Lean Systems there are five concepts. The fifth is Poka-yoke, in short it is the prevention of defects from occurring, also known as “fool-proofing” (Russell & Taylor, 2015, Chap. 16). Poka-yokes create correct conditions prior to executing step, preventing defects from happening in the first place. Any item, action, or worker involved in production can have a defect causing failure of a product, so it is vital to reach a defect free zone. There are two methods for prevention based poka-yokes...

Words: 522 - Pages: 3

Leadership, Organizational Culture and Knowledge Management

...Examining the effect of leadership behavior and organizational culture on knowledge management Introduction: From 1993 knowledge was an important economic resources and to gain the competitive advantage organization should have emphasis on knowledge. Now a day its knowledge based economy in which knowledge based organizations have focus on the process of knowledge management which is knowledge creation, knowledge acquiring/learning, knowledge sharing and knowledge transferring. Organizational knowledge has two types tacit and explicit knowledge. Tacit knowledge basically subjective and experiential based which cannot be express in words while explicit knowledge based on objective and rational knowledge which can be express in words. According to Maggie Haines, NHS Acting Director of KM “Knowledge management is a process that emphasizes generating, capturing and sharing information know how and integrating these into business practices and decision making for greater organizational benefit.” Leaders play important and significant role in developing and maintenance the culture in an organization. An effective leader should be have understanding of organizational culture so that they can implement knowledge management effectively (S.K. Sharma & A. Sharma, 2010). Organizational culture means believe and value structure in an organization. We have taken two approaches of leadership; transformational and transactional leadership behavior. Problem statement: In......

Words: 2324 - Pages: 10

Organizational Systems and Quality Leadership

...Organizational Systems and Quality Leadership Task 2 Mark Woodard Western Governors University This paper will analyze the cause of the sentinel event which occurred to Mr. B, a sixty seven year old patient which presented to the emergency room with left leg pain. A root cause analysis will be necessary in this case to investigate the causative factors which led to Mr. B’s sentinel event. The factors in this unfortunate case weather they were errors in his care, or hazards in the system will be identified. The Change theory will be used to develop an improvement plan that will be used to decrease the chances of a reoccurrence of the sentinel event that happened to Mr. B. in the scenario. Root Cause Analysis A root cause analysis, is a system that is used to develop a plan that will identifying the causative factors of an adverse event and formulate a plan to decrease the occurrence or chances of a sentinel event. A team consisting of , a member of the hospital administration, a pharmacist, a respiratory therapist, a charge nurse or nurse manager, a physician, and a member of the family board should be brought together to perform a root cause analysis in this case. These team members would have a meeting to discuss the factors that led to Mr. B’s sentinel event. The first step would be for the team to begin interviewing the staff involved with the case to gather as much data as possible. The data that would be needed include, Mr.......

Words: 2102 - Pages: 9

Quality Management for Organizational Excellence

... Name: Professor: Course: Date: Quality Management for Organizational Excellence Chapter 1 Discussion Assignment 1.2 a. Define the term quality. The definition of quality depends on the customer's perspective. In this case, it means exceeding or meeting customer expectations. This involves provision of relevant information, production of quality products, and availing variety of services and goods so that consumers choose the best. b. What is total quality? Total quality refers to a unique approach to undertaking business, which makes every attempt to maximize on the organization's competitiveness by improvement of the variety and quality of services, products, processes, environment, and people. c. List key elements of total quality Key characteristics or elements of total quality are |Elements of Total Quality |Elements of Total Quality | |1. Strategically based |6. Employee empowerment and involvement | |2. Customer focus |7. Bottom-up training and education | |3. Obsession with quality |8. Freedom through control | |4. Scientific approach |9. Unity of purpose ...

Words: 1688 - Pages: 7

Quality Management for Organizational Excellence

...Quality Management for Organizational Excellence MGT/449 Quality Management for Organizational Excellence People associate value with quality and always have. However quality is generally linked to a specific product or service. Total quality pioneers have stressed the value of a customer’s satisfaction through constant progress and improvement. The intention of this paper is to recognize a total quality pioneer and the techniques that define quality. Quality and its Essentials According to our text there exist eleven key points to having total quality they include strategically based quality, customer focused, obsession with quality, scientific approach to quality, long-term commitment to quality, teamwork, continual process improvement, education and training, freedom through control, unity of purpose, and employee involvement and empowerment in quality (Goetsch & Davis, 2010). A Total Quality Pioneer W. Edwards Deming is considered to be the founder of the quality movement and said, “Does experience help? NO! Not if we are doing the wrong things” (Thinkexist, 2010, p. 2). Mister Deming introduced the Deming Cycle, which associates the manufacturing of a product with the consumer’s requirements and the focusing on the research, design, production, and marketing departments in a cooperative effort to meet those needs (Goetsch & Davis, 2010, p. 15). Deming also created the 14 Points abridging his views on what a company must do to have a positive outcome......

Words: 539 - Pages: 3

Organizational Systems & Quality Leadership

...Organizational Systems & Quality Leadership Name: Institution: Course: Tutor: Date: Organizational Systems & Quality Leadership Introduction The core objective of health care is to provide high-quality care to all patients to guarantee positive health outcomes. This principle is a major driver for the commitment of nurses and other care providers. Care providers are required to work in collaboration and include patients in the process of care. Nurses form the core of health care delivery in all facilities. The role they play in the coordination of care is essential for the professionalism of care providers. In the process of care delivery, it is important to understand the medical history of the patient to determine the most appropriate interventions to employ. Care providers should employ interventions that are beside guaranteeing positive health outcomes address the needs and interests of the patient. It is important to include family members in the treatment program since they understand the patient and his needs better. This paper employs Root Cause Analysis approach together with the Failure Mode and Effect Analysis to determine the impact of the events that resulted in the death of a patient Mr. B. A. Root cause analysis The principal purpose of the Root Cause Analysis is to conduct an evaluation of the highest level of the problem to identify the actual cause. In the case scenario, the root cause analysis rules out the possibility of inadequate......

Words: 1966 - Pages: 8

Organizational Systems and Quality Leadership

...falls and increased confusion which could lead to the use of restraints. By being aware of the restraint prevalence, the nurse’s heightened awareness could decrease the need for physical restraints through interventions such as reorientation and increased monitoring. This may also decrease the risk for falls. Patient satisfaction is an Nursing Sensitive Indicators important contributor to great nursing care. Showing sensitivity and respect to Mr. J. culture would enhance his hospital experience. By immediately notifying his daughter and him of the dietary error, a level of trust and respect would be implemented. By knowing that patient satisfaction is a nursing indicator, the nurse would be more aware of patient needs. The understanding of nursing sensitive indicators plays a vital role in nursing care. B. Quality Patient Care Education is an effective way to promote change and prevention. Providing hospital data on specific nursing-sensitive indicators gives a better understanding on how care is being delivered, helps to set quality standards, establishes accountability, and improves patient satisfaction (Sauls, 2013). By providing awareness to the hospital, everyone will be educated on the areas needed for improvement. Nursing-sensitive indicators provide evidence to support staffing needs. For instance, if a certain unit has more pressure ulcers than another, nursing to patient ratio may need to re-adjusted. When indicators are known, plans can be implemented within......

Words: 860 - Pages: 4

Organizational Systems and Quality Leadership

...participants by joining a committee or subcommittee. These main categories may include patient characteristics, task factors, individual staff members, team factors, work environment, and organizational management (IHI, 2014). A cause and effect, or wishbone graph can be constructed to clarify the error and process for the team, leading up to the event. The committee then needs to develop causal statements. These statements link the cause to its effects and then back to the main event that promoted the root cause analysis. These statements link the cause to its effects and then back to the main event that promoted the root cause analysis (Huber & Ogrinc, 2014). Guidelines for writing causal statements include the need for clarity in the relationship, statements should use neutral language and not imply blame, cause should be given for any human error, and any violation of procedure should also have a preceding cause (Huber & Ogrinc, 2014). Recommendations should meet the following criteria; they should be clearly linked to the identified root causes, address all of the root causes, designed to reduce the likelihood of reoccurrence, severity, be clear and concise (Huber & Ogrinc, 2014). A report is an important part of the process that should be forwarded to management. The report should include the committee’s progress, encourage each committe member to take an active role in the process and may point areas in the plan are weak. The......

Words: 4623 - Pages: 19

Organizational Systems and Quality Leadership

...Organizational Systems and Quality Leadership Organizational Systems and Quality Leadership Task 1 A. Nursing Sensitive Indicators Nurses are integral key players in multidisciplinary teams caring for patients in complex healthcare systems. Hospitals, a primary care delivery portal within the health system, are inundated with patients requiring higher acuity care. Nurses must be prepared to recognize patients’ health care needs and provide quality patient care outcomes. The knowledge of nursing sensitive indicators can be helpful in providing the care which meets quality standards. Nursing sensitive indicators rely on evidence-based practice. The American Nurses Association created a repository for implementing, developing, and storing nursing sensitive indicators in the National Database of Nursing Quality Indicators, or NDNQI. The nursing sensitive indicators are a set of standardized performance measures intended to help hospitals assess the extent to which nursing interventions have an impact on patient safety, quality, and the professional work environment (Erickson, J. 2011). Nurses directly impact these measures and when evidence-based practices are adopted, patient care improves as shown in historical outcomes data. In the scenario of Mr. J there were multiple failures to recognize and use nursing procedural sensitive measures to improve his safety, quality of care, and patient satisfaction. Although Mr. J had mild dementia, he was appropriately......

Words: 1617 - Pages: 7

Organizational Culture & Change Management

...extraordinary workplace is "organizational culture." We define organizational culture as the set of shared beliefs, truths, assumptions, and values that operate in organizations. Organizational culture has been described as "How people behave when no one is looking." We spend more than 8 hours at work each day. Most of us spend more time at work than we do with families. Everyone needs an enjoyable, meaningful and engaging work environment. A strong organizational culture will attract many talented people. Organizational culture is the first thing that prospective employees consider when assessing an organization. The talent market is tighter and those looking for a new organization are more selective than ever. Talented people not only needs good salary and benefit, but also a good environment that they can enjoy and succeed in. What’ more, a strong organizational culture will help you to solve a tough problem when facing a crisis. For example, Toyota found some potential safety hazard of their cars, but they didn’t recall these cars because of enormous repair costs. Unfortunately, many people died in an accident due to this potential safety hazard. If Toyota has a strong organizational culture, they will recall these defective cars as soon as possible without regard to the repair costs. And what would they got is “public praise”—the most important thing for a company. There is no doubt that organizational culture is very important. The organizational culture will urge you......

Words: 1172 - Pages: 5

マイストア | 5E's Economics Essay - 511 Words | 02.06.1700:08 Uhr Singles (Remastered) Grunge256 kbit/s 0 / 06.380 Hits VID P2P DDL 0 Kommentare