Professional Documents
Culture Documents
13 October 2017
Key topics
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
What is culture?
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
• Behaviors
Tangible • Skills
• Practices
• Values
Intangible • Morals
• Attitudes
• Assumptions
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Typical Quality Culture Descriptions
Undesirable Desirable
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Types of Quality Cultures
Predictive
Proactive
Reactive
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Supplier Management
Performance
Capacity Mindset
(KPIs)
Audits &
Risk People
Assessments
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Carter’s 10 Cs of Supplier Evaluation
Clean
Culture
Culture Communication
Consistency Competency
Supplier
Evaluation
Cost Capacity
Cash Commitment
Control
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Prepare: Understand your own culture
• Values?
• Key Cultural Dimensions and Indicators?
• Mindsets?
You
Supplier
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questionnaires / Self- Assessments
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: The Tour
Keep your eyes open for cultural indicators
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Other observations
Cultural observations don’t stop on the tour….
• Opening and closing meetings
– Start on-time and don’t drag on
– Level of engagement
• Document reviews
– Request response time
– Handing of pre-requests
• Management Reviews and Trending
– Frequency
– Content
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Examine Major Events
Unexpected
jump in
employee
turnover
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Looking at Culture: Interviewing
Ask lots of questions then….Listen, listen and listen!
• Look for non-verbal clues especially for disconnects
• Tune in to what they’re saying, recap, then record
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Audit Wrap Up
• Include any concerns during closing meetings – no
surprises!
• Include in summary section of reports - not as
specific findings
• Ensure cultural concerns are understood internally
– Improvement plans
– Coaching / mentoring
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
And then?
• Select performance metrics that include cultural
dimensions
– On-time deliveries / Right the first time
– Complaint rate
– Repeat corrective actions
– Etc.
• Know triggers for re-assessment
– Major events
– Decline in performance metrics
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison
Questions?
October 12 - 13, 2017 26th Annual ASQ Audit Division Conference: The Intercontinental Addison