Global Quality Management

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Global Quality Management

• Ron Atkinson
• Past President
• American Society for Quality
• Houston Section January 15, 2009

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About ASQ

• 60 year-old organization
• ASQs mission has broadened from factories to all
  segments of society
• Quality helps manage employees, operations,
  product quality, and social responsibility
• Learn from the vast body of quality-related
  knowledge

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History of Futures Study

• 1st Study - 1996
• 2nd Study -1999

3rd Study - 2002 4th Study - 2005
5th Study - 2008
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Three-step process

• Identifying the key forces that will shape the
  future of quality
• Developing scenarios of how the forces might
  unfold
• Considering the possible implications

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Top Ten Key Forces

• Globalization
• Social Responsibility
• Innovation/ Creativity/ Change
• Aging Population
• Innovation/Creativity/ Change/ Value Creation/
  Learning Culture/ New Ideas/ Changes Quality

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Top Ten Key Forces

• 6. Healthcare
• 7. Environmental Concern
• 8. 21st Century Technology
• 9. Internet Commerce
• 10. Customer Expectations

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Globalization

• Globalization influences the competition, the
  supplier network, the workforces, standards, etc.
  which are in close connection to quality.
  Globalization is creating new markets, new
  producers and new consumers. It is to hope that
  through globalization the best quality products
  and services will be the winners.

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Globalization

• The world is becoming more and more integrated
  and international connections are as close as a
  key stroke. Understanding cultures, business
  practices, methods and innovation will strongly
  affect quality.

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Globalization

• Aside from the world competition for resources
  and need for efficient operation, globalization
  will force the issue of whether quality can be
  separated from moral values..This, as well as
  environmental challenges, will encourage the need
  for dealing with social responsibility and how it
  gets incorporated into quality.

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Think Globally
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Develop a Global Perspective

• Increase our commitment to quality principles
• Take full advantage of training and education
• The world is waiting for you but you must be
  prepared for the world

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Two Models to Guide the Global Quality Company
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Baldrige Core Values

• Visionary leadership
• Customer-driven excellence
• Organizational and personal learning
• Valuing employees and partners
• Agility

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Baldrige Core Values

• Focus on the future
• Systems perspective
• Managing for innovation
• Management by fact
• Social responsibility
• Focus on results and creating value

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Social responsibility
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Boston Consulting Group

• March 2006 Report...
• Organizing for Global Advantage in China,
  India, and Other Rapidly Developing Economies
• www.bcg.com

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Senior Management Gap

• 34 percent of sales to come from rapidly
  developing economies by 2010
• 10 percent of senior management live in these
  countries
• Quality principles are essential to bridge this
  gap

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Organizational Framework forGlobal Advantage
Source Boston Consulting Group
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Core Values

• Quality and ethics
• Very important when you are far away from
  headquarters
• How to inspire local organizations to adopt
  corporate values?
• Continuous communication about core values is
  critical

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Core Values
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Organizational Framework forGlobal Advantage
Source Boston Consulting Group
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Engaged Leadership

• Four specific roles
• Setting bold goals
• Ensuring senior-level sponsorship
• Orchestrating resources
• Overcoming barriers

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Engaged Leadership
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Organizational Framework forGlobal Advantage
Source Boston Consulting Group
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Continuous Talent Development

• Establish a network of globally capable local
  managers
• Keep this network up to date
• Identify and groom high-potential local talent
• Develop leaders with global perspectives

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Examples...
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Examples...
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International Subsidiaries

• ASQ China and ASQ in India
• Spread the Quality Body of Knowledge
  internationally
• Quality improvement in products and services
• Close the quality gap

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Strategic Alliances
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ASQ. Make Good Greatwww.asq.org