Quality culture and its impact on quality performance

In the past, research has focussed on how a range of quality tools or techniques affects product quality. This overwhelming interest in the manufacturing sector has resulted in a serious lack of research on those 'softer' quality factors that are essential for service organisations to meet or exceed their performance targets. The findings of this research indicate that those quality culture factors often overlooked (top management leadership, teamwork, employee empowerment, commitment to customers) have a significant influence on common quality performance outcomes (financial and service performance, employee and customer satisfaction). Employers should be aware of these relationships to create and maintain an effective quality focussed corporate culture.