Values and Total Quality

Values are those deeply held beliefs that form the very core of who we are. A person’s conscience or internal barometer is based on his or her values. Our values guide our behavior. This statement also applies to organizations. An organization will not produce a quality product or provide a quality service unless the organization values quality. Knowledge and skills are important, but by themselves, they do not guarantee re­sults. This is because individual employees and organizations as a whole will most willingly apply their knowledge and skills to what they value, what they believe in, and what they feel is important.

Ethical behavior begins with values. Values that lead to ethical behavior include fairness, dependability, integrity, honesty, and truthfulness. These values tend to encourage a work environment that involves, empowers, values, and nurtures people: one that not only holds employees respon­sible, but also gives them the support, leeway, and resources needed to fulfill their responsibilities.

Source: Goetsch David L., Davis Stanley B. (2016), Quality Management for organizational excellence introduction to total Quality, Pearson; 8th edition.