Quality is a huge factor in the decision making process for customers today, especially online industries. Even though companies’ margins of error have decreased, the likelihood of errors has increased.
Due to these pressures, managers are finding new ways to approach quality that goes beyond the simple “total quality management” tools of the past few decades. Harvard Business Review defines a true culture of quality as “an environment in which employees not only follow quality guidelines but also consistently see others taking quality-focused actions, hear other talking about quality, and feel quality all around them.”
There are four factors that drive quality as a cultural value: leadership emphasis, message credibility, peer involvement, and employee ownership of quality issues.
Read the full article on Harvard Business Review to learn more about the four essentials of quality.