Gartner Research

Strengthening Culture of Quality Outside Production

Published: 24 November 2017

ID: G00364449

Analyst(s): Quality Research Team


Leading Quality organizations focus on reducing quality errors by building a culture of quality. However, these efforts have had limited success outside production. This research outlines how non-production employees are different and how to drive quality focus across the organization.

Table Of Contents

Expanding Culture of Quality beyond Production

In Search of Answers

Why Improve Quality Culture Outside Production?

The State of Quality Culture Outside Production

Quality Drivers in Production and Non-Production

What Is Similar

What Is Different

What Drives the Differences

Challenge 1: Improve Message Credibility

Solution 1: Engage Frontline Employees to Create the Right Message

Solution 2: Partner with Middle Managers to Deliver Quality Messages Directly to Those Who Need Them Most

Challenge 2: Provide Training in Quality Tools

Solution: Embed Quality Training in Day-to-Day Work


About This Research


Recommended by the Authors

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