Culture and QMS implementation

Organizational culture has tremendous impact on implementation of quality management system. The implementation cannot change the culture at once. To change the culture a long time period is needed. During the development of quality management system it is possible to influence only on the first level of the organizational culture through:

• design of the new organization,
• implementation of new methods of work,
• definition of goals,
• procedures and instructions.

Impact of organizational culture on QMS implementation

The impact of organizational culture can therefore manifest itself in:

• the way the processes are designed,
• organizational structure,
• tasks of employees,
• level of empowerment.

At the stage of implementation organization also can touch the second level by:

• training,
• information,
• supervision,
• assistance in applying new methods.

Organizational culture may prevent the effective implementation of the system, if new principles of customer orientation are not accepted and adopted by the employees. The procedures and instructions will be applied in that case, however, it's difficult to treat it as a fully running system. Improvement stage of QMS operation can be used to shape the behaviour of employees. The effectiveness of these attempts depends on the susceptibility of organizational culture to changes (J. Kujala, P. Lillrank 2004, p. 46 et seq.).

How different types of culture impact QMS

The strength and extent of the impact of organizational culture on quality management system effectiveness depends on its type.

Culture of domination

It may be noted that the culture of domination closes employees in the organizational units, not motivated to continuous improvement. Management and employees are interested in preserving the status quo, there is no place to quickly adapt to customer needs, create innovative products or the implement resources saving. Implementation of quality management system is possible, but you can not count on its development and improvement.

Culture of competition

In turn, in the culture of competition there is considerable waste of workers energy to participate in conflicts. Employee groups are not able to work together to improve quality. Also, within groups is not possible due to the improvement of the prevailing conformist attitude. A major drawback is ineffective communication. Implementation of quality management system encounters resistance due to fear of having new cooperation mechanisms and the possibility to use the system to gain an advantage by one of the groups.

Culture of cooperation

Culture of cooperation is focused on customer needs, innovation and improvement. The organization is usually decentralized and individuals have important decision-making powers. It's conducive to the effective operation of quality management system. Particular attention should be paid to communication and coordination of activities to prevent the dissociation of organizational units.

Adaptive culture

In the adaptive culture due to its favour for the changes, it is possible to quickly and effectively implement a quality management system. It will, however, work well only as long as is needed instrumentally. Therefore, it is necessary to take action to consolidate cultural patterns. The problem may also be a large variability, flexibility of organization structure, which is dominated by temporary forms of employment, tasks, depending on the needs are performed independently or outsourced, workers lacking a moral bond with the organization (Cz Sikorski, 2002, p. 65, 94, 118, 145).

National culture and QMS effectiveness

Large impact on organizational culture, and thus the effectiveness of the quality management system is also national culture. It must be taken into account when designing and implementing the system [Kit-Fai Pun 2001, p. 325]. Education of persons in a particular national culture means that it has a certain predisposition to work, as exemplified by the idea of teamwork present in Japanese culture (B. Nogalski 1998, p. 149).

Building a quality management system model to be incorporated into the organizational culture as one of the important factors affecting the effectiveness of the implementation and operation and the scope of the system. Its omission may prevent the implementation of the model in some organizations, or make it will not work properly. The quality management system should also affect the culture of the organization in order to shape patterns of behaviour of employees. It is important to try to achieve impact not only on the level of artefacts, but also the deeper and less conscious levels.

See also:

• Determinants of culture

Examples of Culture and QMS implementation

• Creating a mission statement that focuses on creating a quality-driven culture. This would involve providing employees with the resources they need to develop and implement process improvements and quality assurance practices.
• Developing a quality management system that is aligned with the company’s values. This includes having clear expectations and guidelines for employees to follow in order to ensure that quality products and services are delivered.
• Creating an effective communication system that allows for feedback to be collected and shared. This encourages an open dialogue between all levels of the organization, allowing for quality issues to be identified and addressed quickly.
• Encouraging a culture of continuous improvement. This can be done by setting quality goals and providing incentives for employees to meet or exceed them.
• Providing training and development opportunities for employees. This gives them the knowledge and skills needed to effectively use the quality management system and encourages them to take ownership of the process.
• Recognizing and rewarding employees for quality achievements. This reinforces the importance of quality in the organization and encourages employees to strive for excellence.

Advantages of Culture and QMS implementation

A successful implementation of quality management system (QMS) and organizational culture can provide a number of advantages. These include:

• Increased efficiency and effectiveness of operations as the quality management system ensures that operations are performed in an organized, standardized and efficient manner.
• Improved customer satisfaction as the quality management system ensures that customer requirements are met and that customer complaints are addressed promptly and effectively.
• Enhanced employee morale and motivation as employees understand the importance of the quality management system and their role in ensuring that it is properly implemented and followed.
• Improved competitive advantage as the quality management system helps to ensure that the company is able to meet or exceed customer requirements, resulting in increased customer loyalty.
• Improved quality of products and services as the quality management system helps to ensure that products and services are of the highest quality.
• Lower costs as the quality management system helps to ensure that operations are performed efficiently and effectively, resulting in cost savings.

Limitations of Culture and QMS implementation

Organizational culture has tremendous impact on implementation of quality management system. It is not possible to change the culture at once and a long time period is needed to make any significant changes. Following are some of the limitations which can influence the implementation of quality management system:

• Lack of awareness and knowledge about quality management system among employees and management - Employees and management should have awareness and knowledge about quality management system in order to understand its importance and how it works. If employees are not aware about the quality management system, it will be difficult to implement it.
• Resistance to change - The implementation of quality management system will require a change in the current processes and system. This change can be met with resistance from the employees and management, which can impede the implementation process.
• Poor communication between the management and employees - Poor communication between the management and employees can lead to misunderstandings and lack of clarity regarding the implementation of quality management system.
• Lack of resources and budget - Proper implementation of quality management system requires resources, such as time and money. If the organization does not have the budget or resources to implement the system, it can be difficult to implement it.
• Lack of training and support - Employees should be trained and provided with the necessary support in order to understand the system and its implementation. If the employees are not trained and supported properly, it can be difficult to implement the system.

Other approaches related to Culture and QMS implementation

One of the approaches to influence organizational culture during the development of quality management system is through:

• Creating a supportive environment - Providing necessary resources, empowerment and recognition can help to create a supportive environment where employees feel encouraged and motivated to contribute to the success of the organization.
• Improving communication - Open and honest communication between the management and employees can foster trust, collaboration, and understanding.
• Developing shared values - Establishing common values, such as respect for employees and customer satisfaction, will help to ensure that everyone is working towards the same goals.
• Fostering collaboration - Encouraging collaboration between departments and teams will help to build strong relationships and create a culture of cooperation.
• Leading by example - Leaders must demonstrate the values of the organization and lead by example in order to influence and shape the culture.

Overall, creating a supportive environment and improving communication, developing shared values, fostering collaboration, and leading by example are some of the approaches to influence organizational culture during the development of quality management system. These approaches will help to ensure that everyone is working towards the same goals, and that employees feel encouraged and motivated to contribute to the success of the organization.

Culture and QMS implementation — recommended articles

Downward communication — Organizational culture — Overcoming resistance to change — Delegative leadership — Management by culture — Organizational culture and project management — Quality management principles — Non financial motivation — Management by objectives

References

• Wardhani, V., Utarini, A., van Dijk, J. P., Post, D., & Groothoff, J. W. (2009). Determinants of quality management systems implementation in hospitals. Health policy, 89(3), 239-251.

Author: Slawomir Wawak