A Leadership Roadmap for Quality

Article

Bianco-Mathis, Virginia; Roman, Cynthia   (1998, ASQ)   Strategic Performance Group, Vienna, VA

Annual Quality Congress, Philadelphia, PA    Vol. 52    No. 0
QICID: 10660    May 1998    pp. 37-46
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Article Abstract

A systematic approach to change is found in the six steps of the Leadership Roadmap for Quality.

First, create the leadership role.
Top leaders should: participate in steering committees and training activities; communicate their vision and strategic goals throughout the organization; and support the gathering of assessment data.
Second, build the infrastructure,
including a cascading team infrastructure, transition infrastructure, and aligned organizational systems.
Third, develop training and communication systems.
The best training programs involve both natural and cross-functional work groups as well as both technical and interpersonal skills.
Fourth, imbed measurement techniques and tools,
such as benchmarking, check sheets, concurrent reengineering, control charts, flowcharts, problem solving, and quality function deployment.
Fifth, recognize performance by focusing on successes rather than failures.
Recognition should be open, personal, honest, well timed, and tailored to individual needs.
Sixth, maintain a customer focus.
Customers include not only end users but also internal and external customers.
To measure how well customer expectations are met, feedback is needed from sources like surveys, interviews, and indirect indicators. This paper includes a job aid of project management team guidelines and a case study of the Leadership Roadmap model.

Keywords

Case study,Communication,Cultural change,Rewards and recognition,Leadership,Measurement and control,Customer focus


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