|
Quality Institution
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Ordinary
Institution
|
|
Customer
focused
|
Focused
on internal needs
|
|
Focus
on preventing problems
|
Focus
on detecting problems
|
|
Treats
complaints as an opportunity to learn
|
Treats
complaints as a nuisance
|
|
Has
a quality policy and plan
|
Has
no quality plan
|
|
Senior
management is leading quality
|
The
management role seen as one of control
|
|
The
improvement process involves everybody
|
Only
the management team is involved
|
|
Is
clear about roles and responsibilities
|
Is
vague about roles and responsibilities
|
|
Has
clear evaluation strategies
|
Has
no systematic evaluation strategy
|
|
Plans
long-term
|
Plans
short-term
|
|
Quality
is seen as part of the culture
|
Quality
is seen as another and troublesome initiative
|
|
Has
a distinctive mission
|
Has
no distinctive mission
|
|
Treats
colleagues as customers
|
Has
a hierarchical culture
|