Quality - a Consequence of Organizational Culture

Abstract: Issue of study: Quality Systems are frequently used within companies. These systems can be useful to make companies more efficient. The successfulness of the implementation of these systems varies between organizations. The key to quality success has been proved to be a change in the employees’ attitude and behavior. These changes are difficult to make and must start at the top level and thereafter be spread throughout the organization. Aim: The aim of this study is to identify the critical success factors for the creation of behaviors, which are favorable for quality. This study also aims to present how these factors are related. Method: This is a qualitative case study which is done out of an abductive approach. The empirical data is gathered, at the case company, by interviews, observations and reviews of internal documents. Conclusion: The critical success factors for quality are; Leadership, Quality Department, Training, Peer Involvement, Employee Ownership, Incentives, Data and Reporting, and Supplier Management. The factors’ relations show their contribution to quality and are presented in a model, where Leadership and Employee Ownership are of biggest importance.