A culture of quality exists where all personnel understand what “quality” means to the organization and continuously strive to permanently improve that quality. This study creates a Quality Culture Maturity Model that reflects the impact of employee engagement based on the Safety Management System defined by the International Civil Aviation Organization (ICAO). A Quality Culture Maturity Model will help organizations assess their current level of quality culture and identify the actions required to improve their level of maturity. Chapter I begin with an introduction to Quality Culture, the ICAO Safety Management Systems, and the need for this study. Chapter II is a review of literature relating the ICAO Safety Management System, Quality Culture and maturity models. Chapter III details the methodology and approach used by the author. The research was done in 2 phases: phase 1) thematic analysis and phase 2) Delphi technique using structured interviews. The instruments of the research were completed using document analysis and interviews. The study used structured interviews with people directly related with the Quality Culture, such as senior leaders in Quality and manufacturing. Chapter IV reports the findings and analysis that answer the research questions and Chapter V presents a summary, conclusions, and recommendations.
|School:||The National Graduate School of Quality Management|
|School Location:||United States -- Massachusetts|
|Source:||DAI-A 77/09(E), Dissertation Abstracts International|
|Subjects:||Business administration, Educational leadership, Management|
|Keywords:||Development, Maturity model, Process improvement, Quality, Quality assurance, Quality culture|
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