Learn the impact on quality of working environments, including how to ensure harmonious and effective relationships to achieve business objectives and improve performance.

Recommended learning hours: 40

Unit aim: To understand the impact on quality of working environments and be aware of the wide ranging issues to be considered in the development of harmonious and effective work environments which enable the business to achieve its business objectives and improve performance.

Assessment type: Examination

Learning outcomes

  1. Understand the importance of organisational values and culture to the achievement of quality performance
  2. Understand behavioural approaches for getting results through people
  3. Understand the importance of communication for managing quality.

Every successful candidate can at the end of this unit:

  1. Analyse how the design of management systems is influenced by human behaviour and vice versa
  2. Evaluate how management styles, culture and organisational structure impact on quality performance
  3. Evaluate different approaches to leadership and motivation and their impact on quality
  4. Evaluate goal setting and give examples to illustrate its influence on people’s behaviour
  5. Evaluate different methods for communication in quality management
  6. Recommend appropriate communication methods for different quality management applications.

Indicative content:

  • Principles of leadership and motivation.
  • Group dynamics
    • Self directing work teams and Kaizen
    • Types of participative performance improvement activities including multi function teams, voluntary improvement activities and suggestion schemes.
  • Influence of the quality gurus on work organisation
    • Professor Ishikawa – combining craftsmanship with division of labour to create synergy
    • Each of Dr Deming’s and Crosby’s 14 points
    • Juran’s ‘overcoming resistance to change’
    • Feigenbaum quality responsibility.
  • Organisational support for team activities
    • Steering committees, quality councils and other considerations for the support of participative approaches
    • Facilitation and management support for team-based improvement activities
    • Training facilitators, team leaders and team members.
  • Communication
    • One-to-one versus one-to-many
    • Interactive versus non-interactive.