Organizations need to build quality culture in the organization.

For this purpose, Quality council is established to provide over

all direction
Quality Council is the instrument for maintaining the idea of
never-ending quality improvement. It is driver for the TQM
engine.
Quality council is composed of,

1. Chief Executive Officer

2. Senior managers of functional areas (marketing, finance, HR,
Quality)
3. Coordinator/consultant (big organizations prefer coordinator while
small organizations prefer consultant)
4. Union representative
5. Front-line representatives
 Coordinator is necessary to perform some of the important duties.
The person selected for this position should be social, active and resourceful.
He will report to CEO.
Duties of coordinator
Coordinators duties are to,
build two way trust
convey team needs to the council and convey expectations of council to
teams
brief the council on progress of teams
ensure that the teams are empowered and know their duties
assist the team leaders
share the lessons learned among the teams
have regular leaders meetings
Duties of Quality Council are to,
1. Develop the core values, vision statement, mission
statement and quality policy statement.
2. Develop the strategic long-term plan with goals and the
annual quality improvement program with objectives.
3. Create education and training plan.
4. Determine and continually monitor the cost of poor
quality.
5. Determine the performance measures for the
organization, approve those for the functional areas and
monitor them.
6. Continually determine those projects that improve the
process, particularly those which affect the external and
internal customer satisfaction.
7. Establish multifunctional projects and departmental or
work group teams and monitor their progress.
8. Establish or revise the recognition and reward system to
deal with the new way of doing business.
Once the TQM program is well established, a regular
meeting of quality council has following items,

Progress report on teams

Customer satisfaction report
Progress on meeting goals
New project teams
Recognition dinner
Benchmarking report
 Eventually, after 3 to 5 years, these quality council
activities will become deep-rooted in the culture of
organization that they will become a regular part of the
executive meetings.
When quality become the primary discussion on
executive meeting agenda, separate quality council is
not necessarily needed.
The quality policy is a guide for everyone in the
organizations to how they should provide products and
service to the customers. Quality policy is a requirement of
ISO 9000.
It should be written by the CEO with feedback from the
work force and be approved by the quality council.
Common characteristics are,
1. Quality is first among others
2. Meet the needs of the internal and external customers
3. Equal or exceed the competitors
4. Continually improve the quality
5. Include business and production practices
6. Utilize the entire workforce
Xerox is a quality company. Quality is the basic business
principle for Xerox. Quality means providing our external
and internal customers with innovative products and
services that fully satisfy their requirements. Quality is the
job of every employee.
~ Xerox Corporation ~