Achieving Culture Change and Measurable Improvement ... in Six Months!


Samuel, Mark   (1999, ASQ)   IMPAQ

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18820    September 1999    pp. 1-10
List $10.00
Member $5.00

This article is not available online. Contact us to receive a scan of the archive, in PDF format.

Article Abstract

[PowerPoint presentation slides only.]

Accountability can be the key to organizational culture change and improvement. On a continuum of accountability, employees feel entitled to pay simply for coming to work, regardless of performance. When they take responsibility for their own work, they are accountable to themselves, but with fragmentation and a degree of competitiveness among coworkers. A worker who acts as part of a team places team success above individual success, but greater organizational needs are not considered. At the level of cross - functional performance, business needs drive the team and outcome is more important than individuals or teams. Organizational accountability is reached when any individual can serve as a leader to pursue business outcomes, and business outcomes supercede individual priorities. Creating a culture of accountability requires a new mindset, systems that facilitate accountability and willingness to undertake risk in a supportive environment.


Business results,Cultural change,Teams,Employee involvement (EI),Quality improvement (QI),Effectiveness

Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers

ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.