Culture. More specifically, Quality Culture. I’ve been asked to speak on the topic of creating a quality culture. Now, I’m not short of opinion on the topic, and that opinion has been shaped over the years by many insights, lessons, and discussions. There is plenty of content on the topic. Some good, some not so good – of course, depending on how it aligns with my opinion.
I welcome your views on a few questions that I don’t see covered in the content, even the good content, that I think would be valuable and will help influence my speech. So, thanks in advance for your good help, blog readers and commenters.
If you’re working on a culture of quality, or sustaining one, what do you look for in the people you hire into the organization? How can you tell whether an applicant will contribute to, thwart, or work at quality culture goals? What attitudes support the success of a culture of quality? Are the personal attributes universal, or do they in your experience differ around the world?
When you’re in a culture of quality, how does it feel? Or, how do you feel? At the moment I’m intrigued by feelings and think more organizations are turning their attention to feelings. Feelings, after all, are at the heart of experience and emotional attachment, which we all understand to drive loyalty and success.
I was recently in an Apple Store (Apple as in Mac books) and was asked several times about my feelings. And the team members who were helping my son and me worked really hard to excite us about our purchase.
It piqued my curiosity. Hospitals are talking about hospitality and one very well-regarded system hired a hotelier as its CEO. One large high tech company calls its Chief Quality Officer the VP of Customer Experience. So feelings, which we too seldom associate with business logic, will, I believe, grow in attention and actions. What are the feelings you associate with a culture of quality? Your stories are most welcome.