Six:
                                                        Quality Culture:
               Changing Hearts, Minds and Attitudes
            MAJOR TOPICS
             Understanding What a Quality Culture Is
             Quality Culture versus Traditional Cultures
             Activating Cultural Change
             Changing Leaders to Activate Change
             Laying the Groundwork for a Quality Culture
                                 th                                                                                               © 2010 Pearson Higher Education,
            Quality Management, 6  ed.
            Goetsch and Davis                                                                                    Upper Saddle River, NJ 07458. • All Rights Reserved.
                                                                                   2
                                                                                 Six:
                                                             Quality Culture:
                           Changing Hearts, Minds and Attitudes
                                                                          (Continued)
                   Major Topics Continued
                  Learning What a Quality Culture Looks Like
                  Countering Resistance to Cultural Change
                  Establishing a Quality Culture
                  Maintaining a Quality Culture
                                 th                                                                                               © 2010 Pearson Higher Education,
            Quality Management, 6  ed.
            Goetsch and Davis                                                                                    Upper Saddle River, NJ 07458. • All Rights Reserved.
                                                                                   3
                                                                                 Six:
                                                            Quality Culture: 
                           Changing Hearts, Minds and Attitudes
                                                                          (Continued)
             A quality culture is an organizational value system 
                  that results in an environment that is conducive to 
                  the establishment and continual improvement of 
                  quality.  It consists of values, traditions, 
                  procedures, and expectations that promote quality.
             Implementing total quality necessitates cultural 
                  change in an organization, for the following 
                  reasons:
                        Change cannot occur in a hostile environment.
                        Moving to total quality takes time.
                        It can be difficult to overcome the past.
                                 th                                                                                               © 2010 Pearson Higher Education,
            Quality Management, 6  ed.
            Goetsch and Davis                                                                                    Upper Saddle River, NJ 07458. • All Rights Reserved.
                                                                                   4
                                                                                Six:
                                                            Quality Culture: 
                          Changing Hearts, Minds and Attitudes
                                                                         (Continued)
                 Change can be difficult because resisting change is 
                      natural human behavior.  In any organization there will 
                      be advocates of change and resisters.  Sometimes 
                      advocates focus so intently on the expected benefits 
                      of change that they fail to realize how the change will 
                      be perceived by potential resisters.  People resist 
                      change for the following reasons: 
                                                                                     Uncertainty
                                    Fear
                                                                                     More work
                                    Loss of Control
                                 th                                                                                               © 2010 Pearson Higher Education,
            Quality Management, 6  ed.
            Goetsch and Davis                                                                                    Upper Saddle River, NJ 07458. • All Rights Reserved.
                                                                                   5
                                                                                 Six:
                                                            Quality Culture: 
                           Changing Hearts, Minds and Attitudes
                                                                          (Continued)
              To overcome resistance to change, 
                    advocates can apply the following 
                    strategies:
                               Involve potential resisters.
                               Avoid surprises.
                               Move slowly at first.
                               Start small and be flexible.
                               Create a positive environment.
                               Incorporate the change.
                               Provide a quid pro quo.
                               Respond quickly and positively.
                               Work with established leaders.
                               Treat people with dignity and respect.
                               Be constructive.
                                 th                                                                                               © 2010 Pearson Higher Education,
            Quality Management, 6  ed.
            Goetsch and Davis                                                                                    Upper Saddle River, NJ 07458. • All Rights Reserved.
                                                                                   6