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Service Quality Culture

The document discusses the importance of developing a quality culture within an organization. A quality culture prioritizes customer satisfaction and continuous improvement. It is built on 5 key ingredients: seeing all stakeholders as interconnected, encouraging open communication, making information accessible, focusing on improving processes rather than blaming individuals, and viewing all experiences as learning opportunities rather than successes or failures. Such a culture leads to a healthy work environment, satisfied customers, and business growth.

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59 views10 pages

Service Quality Culture

The document discusses the importance of developing a quality culture within an organization. A quality culture prioritizes customer satisfaction and continuous improvement. It is built on 5 key ingredients: seeing all stakeholders as interconnected, encouraging open communication, making information accessible, focusing on improving processes rather than blaming individuals, and viewing all experiences as learning opportunities rather than successes or failures. Such a culture leads to a healthy work environment, satisfied customers, and business growth.

Uploaded by

piyushsitha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Service Quality Culture

Dr Arvind Kalia
• Organizational Culture is defined as the shared
beliefs, values, attitudes, and behavior
patterns that characterize the members of an
organization.
• In a healthy business culture, what's good for
the company and for customers comes
together and becomes the driving force
behind what everyone does.
• The foundation of any quality improvement is
to develop a "quality culture" or mindset
within the organization and integrate it
throughout the company.
• A quality-focused culture creates a healthy
work environment and leads to satisfied
customers
• Quality culture starts with leadership that
understands and believes the implications of the
systems view and knows the necessity of serving
customers in order to succeed. The result of that
understanding is a culture where a positive
internal environment and the creation of
delighted customers go together.
• It is a culture that naturally emphasizes
continuous improvement of processes and one
that results in a healthy workplace, satisfied
customers, and a growing, profitable company.
5 main ingredients for quality culture
Ingredient 1: A mentality of "we're all in this
together" (the company, suppliers, and customers)

• The company not just as the buildings, assets,


and employees, but also customers and
suppliers. The goal is consistently win-win-win
for all parties.
Ingredient 2: Open, honest communication is vital

• An important way to encourage truth-telling is


by creating a culture where people listen to
one another. This is a culture where open,
honest communication is understood as
necessary for people to function best.
Ingredient 3: Information is accessible

• Information accessibility is at the heart of the


work we do. Business leaders should be open
about sharing information on the company’s
strategic goals because this information
provides direction for what we will do next
and - more importantly - direction for how to
improve.
Ingredient 4: Focused on processes

• Everyone should move away from a "blame


the person" mentality to a "blame the process
and let's fix it" approach to problems and
improvement.
Ingredient 5: There are no successes or failures, just
learning experiences.

• An important insight is that failure and success


are always value judgments we form after the
fact. We can never predict with certainty
whether what we do will end up as a success
or a failure (or a mistake). We do the best -
based on our current experience, information,
and understanding, and something happens.

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