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Total Quality Management

Importance of Project Quality Management

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There was no clear concept of quality management before the 80s & 90s. Its significance in project management took place soon after organizations realized its boosted effects. With the development in technology, people are more quality-impelled and prefer a project having improved quality!

What is Project Quality Management?

We can understand it simply with the name project quality management! It’s a procedure of maintaining and managing the quality during the completion of a project. Quality doesn’t always mean supremacy. Here the term relates to project uniformity and more about what the concerned parties demand from the project. Hence, quality management can be different for different projects based on their niche.

Any project is interdependent with quality management, so both hold their significance while satisfying a client. A good quality project will gratify a customer, which is the ultimate goal of any stakeholder.

Phases of Project Quality Management

Before we dive into finding the importance of project quality management, Let’s discuss its primary phases first. There are three key quality management phases of a project, such as:

1.      Quality Planning

Every entrepreneur would always want to schedule his project in the best possible way before initiating it. Keeping this in mind, the concerned PMs created this phase to achieve the desired goals. They prefer to communicate with the relevant departments to free all conflicts. It is better to analyze and work on improving the project standards. Quality planning also focuses on customers’ expectations and how to satisfy them. One can accomplish all these desired goals only when the project standards are set and met accordingly.

2.      Quality Assurance

This procedure is the primary step in project quality management that runs throughout the lifespan. This stage examines to guarantee that the set goals are achieved. Unfortunately, if the team fails to do so, they re-plan the schedule and take careful measures to ensure a good quality project. Moreover, in quality assurance, the experts make sure to assess and provide authentic project outputs.

3.      Quality Control

After the project is planned and its genuine quality is assured, the next phase comes of controlling the right amount of quality products. Quality control helps in administrating and analyzing the outcomes with enhanced performances. If the goal isn’t achieved, the authorities suggest quick alterations too. They also utilize advanced techniques for maintaining project standards. The curative actions (already scheduled) help regulating the quality if somehow the criteria aren’t fulfilled.

Still, if they do not observe the desired outputs, the substitute plan is picked up. Hence, the entire team ensures the best project quality management by following these three essential phases. These fundamental steps not only guarantee high-quality outputs but also leads to satisfied delivery of orders.

Role of Quality Characteristics in Project Management

Every time a project begins, its quality features are decided by the concerned stakeholders. You, being a project manager, might have encountered common characteristics defining the quality of a project. These include propriety, flexibility, functionality, presentation, durability, and much more!

One analyzes the importance and quality standard of any project concerning its company’s level. Everything, from starting a project to delivering the outcomes, depends on the best quality standards maintained. Let’s further discuss the importance of running project quality management below:

Importance of Quality Management

1.      Establishes Good Standards

Quality planning has always been successful in showing the best project results. It determines how a project should be measured and what steps should be taken to boost any organization. Project quality management is most important in establishing the standards so that your customers remain gratified by your work. A project manager in quality planning plays a key role as he’s liable for arranging top-class deliverables and run the project!

2.      Keeps the Stakeholders Responsible

The entire project management is a circle involving everyone. From the benchmarks to all the stakeholders, everyone is answerable for assuring the quality of a project. Whenever a project starts, it is highly dependent on excellent standards. Here the stakeholders play their part.

So, project quality management somehow pushes the entire team and makes them active on work. The combined effort of everyone helps to lessen the budget and reduce the risk of unsatisfied clients. One can keep a quality control check on everything to avoid any unwanted stress.

3.      Reduces Cost

There is immense importance of quality scheduling in project management. A company can reduce its set budget when all the cost analysis is done and worked on. The PMs can help the team progress and reach the bottom line with the project essentials.

For example, the quality budget planning for constructing a sturdy building is different from the one with a single-story floor construction. By arranging several meetings and discussing the project quality, one can override the budget.

Hence, project quality management holds royal importance!

Reach a Verdict

Every project planner should always include quality planning throughout running his project. It is not something picked up in the middle of project management. Quality should always be focused on while running any plan as it will help you maintain good standards and obtain desired goals.

Besides this, it lets you reach the insights of your project and arrange effective outcomes to please your customers.

Which are the Quality Improvement Techniques widely used by the organization?

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Quality improvement is a systematic approach assessing system and process’ performance to evaluate the required changes in both organizational and functional fields. The systematic collection and review of data is a basis for efficient efforts. An ongoing or continuous quality improvement plan offers an opportunity to track and assess projects and outcomes from its stakeholders.

Though organizations take many approaches, QI is focused on the management of processes. Through analyzing and developing one strategy at a time and depending on the Pareto principle, the companies can work across multiple methods. They can improve their whole system more quickly and steadily.

Quality improvement processes share these features

Data based quality improvement finds the quantitative method to be the only effective way to affect qualitative elements. The following statement of quality improvements by Guru W. Edwards Deming illustrates this theory as “The right data in the right format in the right hands at the right time.”

QI is process-focused rather than human. In other words, the individual is never liable. QI integrates individuals into the enhancement solution and looks at what Deming believes to be “smart cogs,” employees who work directly in the company and understand the processes best.

What is the primary purpose of Quality Improvement?

Improvement of quality is targeted at productivity and customers’ needs. The primary aim of quality improvement in an organization is to maximize performance. Quality improvements in any industry may be correlated with continuous improvements in quality, the process of finding and implementing issues, tracking, and suggesting corrective action.

The benefits of a Quality Improvement Process

A quality improvement process delivers the following benefits to organizations:

  • Remedies focusing on process flaws and not human defects
  • Depend on quantitative data-driven solutions to recognize inefficacy, preventable error, and ineffective procedures, rather than subjective opinions.
  • Improving customer services, increasing productivity, improved protection, and increased revenues
  • Localized emphasis on minor, gradual improvements which are less risky than focus on changes simultaneously
  • Data collection to track efforts to enhance reimbursement and certifying programs, especially in healthcare organizations

QualityImprovement Methods

Methods for quality improvement include the basis for the transition. Quality improvement methods include data collection and analysis techniques and information, as well as conclusion and recommendations.

  • Popular quality improvement methods: Organizations select approaches based on their unique strategies for improvement. Depending on the company’s unique situations and circumstances, each system provides different advantages.
  • ISO 9000: It is a system that continually improves and confirms that an organization has an industry-recognized quality management strategy.
  • Six Sigma: It is a data-driven system for waste reduction. Six Sigma teams identify a project or problem using the DMAIC model (define, measure, analyze, improve, and control). It also reviews or measure historical experiences, research results and decide solutions, which minimize variability. Teams then incorporate solutions to ensure continuity or track statistical performance regularly. Six Sigmas are closely related to PDSA since they are based on PDCA (plan-do-check-act) from Shewhart. You can get the Lean Six Sigma Green Belt Certification because it’s a best data-driven system.
  • Toyota Production System or Lean Production: This approach emphasizes waste reduction or non-value-added procedures. It is used in health care in laboratories and pharmacies for improving processes.
  • Plan-Do-Study-Act (PDSA): This process improvement mechanism is key to continuous improvement and offers measures to improve healthcare quality. PDSA is also considered to embrace incremental changes and rapid adaptations and enhancements as part of the trial and learning cycle. It is ideal for organizations, which involve several interacting divisions and processes that often run independently. Small incremental changes within such organizations will ultimately have an immense effect on the whole system.
  • Standard work: It is merely the documentation for a particular activity or method in current best practice. It should include detailed and any necessary supporting assets such as diagrams or photographs. It must be open and preferably planned for anyone doing the job. Nothing is complicated, but it is the secret to constant quality improvement. You can’t change something that doesn’t have a basis for improvement.
  • Catchball: Catchball’s idea comes from the Lean methodology of management. The idea is that, regardless of who begins a project, the individual (often but not always managers) sets out the intent, goals, and other ideas and concerns. Then “pulls” others into action, suggestions, and ideas. It provides a two-way loop that explicitly shows ownership and responsibility.
  • The 5 Whys: This set of principles is intended to ensure safe and productive working places. 5S reflects the following Japanese terms: in their English translations: Seiton – set in order; Seiri – sort; Seiso – shine; Seiketsu – standardize; and Shitsuke – sustain.
  • Human Factors (HFE): HFE studies human ability and limitations and how they are applied to goods, instruments, and processes. HFE has a long record of success in improving production processes and is now proving helpful for improving efficiency, reliability, and safety in clinical applications.
  • Zero defects: This industrial policy focuses on deficiencies reduction and elimination with an ongoing emphasis on timeliness and accuracy. This strategy was very successful in the United States in the 1960s and the beginning of the 1970s.

Quality improvement tools

The following tools work is employed along with the methodologies mentioned above for quality improvement:

  • Root Cause Analysis (RCA): It is a way to look at unpredictable incidents and effects to establish the underlying causes and advise on improvements addressing the issues and prevent similar future problems.
  • Failure Modes and Effects Analysis (FMEA): It systematically examines what may be incorrect. You use FMEA to consider and minimize any adverse effects before an event. Ideally, the mitigation process will take place both in the design phase and later during implementation.

Closing notes

That is why the first step towards improved quality is well-documented processes. If an error is found in the process, the change can be quickly rendered in the whole company only if everybody does the same thing.

Although it sounds simple to pursue this course of action, a disciplined approach is needed. It can be crucial to correct nuances. Properly implemented, the business will continue to improve. In the long term, the benefits are worthwhile.

7 Principles of Total Quality Management

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As we all know, the primary focus of Total Quality Management is to meet customer’s requirements and provide them satisfaction by giving them completely flawless and faultless products and services, because a company succeeds only if its customers are satisfied with it.

Therefore according to ISO 9001: 2015, there are seven principles that companies and organizations have to follow and implement in order to acquire a Total Quality Management System and to make their customers happy.

#1 Customer Focus

One of the seven TQM’s principles is customer focus, it is the first one on the list, which indicates that this principle is the most important and dominant of all. The main aim of quality management is to provide complete satisfaction to customers and meet their expectations. Without focusing on the customer’s requirements and services, no company would be able to adopt Total Quality management at all.

Benefits

By following the principle of Customer Focus, a company happens to build more trust in their customer, it secures its customers from turning back, and a big number of new customers are attracted to them. Moreover, it results in increased monthly revenue end enhanced reputation of the company.

#2 Leadership

Adopting leadership is the second rule of (TQM). Because it is the leader who aligns all the strategies, manages the resources, processes, and policies to achieve its main objective. Without leadership, a company would not be able to handle and engage the staff to maintain the quality that is needed to achieve the main goal.

Benefits

With leadership, comes a bunch of desirable benefits which include increased productivity, enhanced efficiency, and better coordination between the different levels of the organization.

#3 Engagement of People

The third rule of TQM is to build engage all the people belonging to different levels of the organization to enhance its ability to create and delivering quality values to its customers.

Benefits

Engagement of people in an organization enhances the understanding of the quality objectives of a company by the people within that organization. Moreover, it also gives rise to increased creativity, enhanced initiatives, and helps in the personnel development of employees. 

#4 Process Approach

Process approach is included in the principles of TQM because when an organization manages its business in the form of maintained system processes rather than managing it in the form of departments, then it gives more accurate and faultless results.

Benefits

Process approach is followed by consistency and predictability in the outcomes, more opportunities for improvements, and efficient use of resources.   

#5 Improvement

For an organization to become successful, it should have an ongoing focus on improvement. Improvement is vital for the development and sustainability of an organization.

Benefits

Focusing on improvement enhances the performance, improve the capabilities of an organization, and ensures the satisfaction of customer.

#6 Evidence-Based Decision Making

Making decisions after an in-depth analysis and evaluation of information is more likely to produce more efficient results.

Benefits

 Making verdicts after the analysis of evidence increases chances of achieving objectives and improves operational efficiency and effectiveness.

#7 Relationship Management

Last but not least, relationship management is an important rule of Total Quality Management because for the success and sustainability of an organization, it is important to maintain good term- relationships with related parties such as suppliers.   

Benefits

One of the major benefits of relationship management includes an increase in the capability of creating quality objectives for interested parties due to the sharing of sources.

Steps in Implementing Total Quality Management

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Total quality management relates to the organization’s broad efforts to set such an atmosphere where employees can continuously increase their abilities and quality of work. To make an organization able to produce desire products for consumers on time.

How to implement Total Quality Management

The most important purpose to implement total quality management in an organization is to produce desire products with good quality on time. There are the following steps requires to implement total quality management in any workplace.

  • Commitment with employees
  • Culture of quality improvement
  • A continuous process of improvement
  • Cooperation from employees
  • Focus on customer demand
  • Effective control shall be laid down

Now briefly study the importance of these steps for the implementation of total quality management.

Commitment with employees

In any organization where policies of total quality management are adopted. All employees are responsible to work under those policies. For this TQM is considered an essential part of the job. Furthermore, every employee should work on the improvement of their work quality so that organization can meet with market demand.

Culture of quality improvement

To implement TQM in any organization. There should be a culture of the continuous increase in the quality of work. For this, employees have to be encouraged to give their feedback for the improvement and betterment of the organization.

It increases their confidence and loyalty with the company because they feel that they consider as an important part of the organization. This also helps to ensure comfort in employees to do their work under the supervision of administration. It motivates employees to give their hundred percent.

A continuous process of improvement

TQM is the continuous process of improvement, not like any program which is set for one time and used for a lifetime without any changes. It is a process of improvement in policies, procedures, and control laid down by management continuously.

In this process, research occurs to find different methods to complete any project more properly and advancely. This will always give some result, matter nothing results are small or huge.

Cooperation from employees

The application of total quality management is directly related to total employee involvement. The best result of TQM is noticed when complete efforts and support of employees are available. The experiences and skills of employees help alot in the development and improvement of strategies to perform better.

Focus on customer demand

In the process of total quality management, the main focus is to know about consumer requirements and demands in the current market. With this, an organization produces such a product that fulfills the desires of consumers.

By studying the market, It is observed that in this advance era, consumer need product which has zero error in it. Focusing on consumer requirement help organization to meet the needs and share a loyal bond with consumers.

Effective control shall be laid

This control is laid down by efficiently monitoring and measuring the performance of the business in the market. It also helps to overcome errors and defaults in the process of manufacturing and production. The checklist of business activities helps to identify the best business practices which help to make the effective future decision.

Conclusion

Total quality management is the continuous technique of improving the performance and quality of products. It is adopted by the organization that wants to attain long term benefits and plans for the future. It can achieve with the complete corporation and support between management and employees.

In today innovative and advance era, consumer demands zero error products and to meet this requirement organization has to implement TQM policies in their organization. There are six important steps to implement TQM in any organization which is the commitment, culture, continuous improvement, cooperation, culture focus, and control.

What is Product Quality

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Different individuals define quality in different ways depending upon their understanding and interest.

According to the  experts, quality can define as:

  • Fitness for use or purpose
  • To do right things at first time
  • To do  right things at right time
  • Have an understanding of customer need
  • Give product that fulfills customer demands and satisfaction
  • No deficiency and defects
  • Meet the standard
  • Give value and worthiness to money

What is Joseph Concept of Quality?

There are many definitions of quality but joseph’s definition is considered the most prescribed and valid one.

According to Joseph,

Quality is the set of activities in which businesses engage to ensure that the product they produce meets all requirements and needs of customers. So that it leads to customer satisfaction.

To understand joseph concept of quality. Lets divide it into two parts:

  • Features that meet customer needs
  • Freedom from deficiencies

Features that meet customer needs

When any business enterprise produces a product that fulfills customer demand. It directly affects their sales and the price of the product becomes higher.

Because good quality attracts more audiences which increases in production and market price of the product. It also helps to meet with the competition, provides sales income, and secures premium prices.

Freedom from deficiencies

If the product is free from error and defaults than it decreases the repairing cost. Once you buy an error-free product. It saves your time for rework, reduces the stress of field failure, gives guaranty results, overcomes the risk of customer dissatisfaction and market breakdown. It also helps to increase the capacity of work, Market confidence and improves performance delivery.

Product Quality as per Joseph Concept of Quality

Product quality means to Incorporate such features in a product that results in zero error and defects in it. Also, it can meet customer demand and the reason for customer satisfaction.

Features of Product Quality

The features of product quality are defined as

  • Quality of raw material used in the product
  • How far production technologies are implemented?
  • Skills and experience of staff in the production process
  • Availability of resources in the production of products like water, electricity, and transport

Classification of Product Quality

We can classify product quality based on two characteristics:

  • Measured characteristics
  • Attribute characteristics

Characteristics to Measure Quality of Product

Measurement characteristics of a product are physical features of a product like a shape, color, size, appearance, height, weight, and thickness.

Attribute Characteristics

Attribute characteristic of a product has overlooked the performance of products like defective piece per batch, defect per item, the number of error per page, Defect in one product, etc.

Based on this classification, anybody can analyze that either product is good or bad. They want to buy that specific product or not.

Different Aspects of Product Quality

There are five aspects of product quality

  • Quality of design
  • Quality of conformance
  • Reliability
  • Safety
  • Proper storage

Quality of Design

The product must be designed to meet the international standard of accuracy and ability to compete with customer needs.

Quality of Conformance

The finished product must match with the specification of the design product.

Reliability

The product must be reliable for a long time. It should not be breakable.

Safety

The finished product should follow all the precautionary measures. It should not harm customers in any form.

Proper Storage

The packing of the finished product should be perfect. It should not expire or leak before the expiry date.

Why Company should Focus on Product Quality in Production

The company should focus on the product before, during, and after production because,

Before production: The company should understand the desire of the consumer and design product which is capable to fulfill consumer need.

During production: The company must have high alert quality supervision staff at all stages of product which help in quality control of raw material, plant, machinery, finished product, selection, and training of staff, packing of product, etc.

After production: The finished product should have all the specification which is present in product design. It should be capable of fulfilling customer demands and also meet international standards of high quality. It also has zero deficiency and defect which help in the long durability of the product.

Importance of Quality of Product for Consumer and Company

Importance for the company: Product quality is very important for the company. It has direct impact on customer satisfaction, Market position, and sales of the company. If the quality of the product is worse than it may lead to the closure of the company.

Importance for consumer: Product quality is also very important for the consumer. For which they are ready to pay high prices because they want best quality products that save their time, money, and energy.

It leads to loss of money and time for the consumer and they have to buy another product if the delivered product’s quality is very low and it fails to fulfill all expectations

Conclusion

Product quality processes to produce such product which can fulfill consumer demands and is reliable for a long time. It helps in the launch of a product that has zero default and error in it which saves the consumer money, time, and energy.

If the quality of the product is good then it helps in market growth, meets with the competition, and attains financial profit. The good quality product must meet the international standard of quality which is only possible by highly experienced staff in its production line.

Benefits of TQM in the Healthcare Sector

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The healthcare profession is constantly and continuously changing. One cannot deny the fact of advancements and reforms that are occurring in the field of medicine and medical sciences. Some physicians and medical practitioners feel reluctant about the impact of changes they cannot control. But if one focuses on the areas and fields he can control, change can bring positive results in the healthcare department.

By applying TQM, the performance of the physicians and facilities for the patients can be optimized. Further, a quality-focused culture, access to the latest equipment, and the latest data can enhance and optimize the performance of the organization.

business

TQM talks about continuous improvement, so as the health sector. TQM implementation can help the healthcare sector more than anyone can think. But sadly, management does not fully support TQM.

Officials are aware of its benefits which can lead the healthcare sector to another level of success. TQM mainly focuses on team building and working while collaborating with each other. It eliminates the errors of the process by enhancing the process capability.

TQM also focuses on the training of the employees which plays an integral part in its implementation, however, there are barriers too. It can have short term negative effects on the cost of production. A fully trained employee starts delivering the true benefits of the training.

Tools Helpful in TQM Implementation

While putting an effort towards TQM, some of the below tools will be helpful.

  • Failure Mode Effect Analysis (FMEA)
  • Benchmarking
  • Plan-Do-Check-Act (PDCA) Cycle
  • Process Flow Charts
  • Statistical Process Control
  • Control Charts

3 Benefits of TQM Practices in Healthcare Sector

Implementing TQM in healthcare can serve below-mentioned benefits:

1. Customer-Focused Approach

It focuses on providing patients with the best possible services. TQM empowers the employees to provide its customers with the best healthcare facilities.

It focuses on the continual improvement of the business operations while making its employees accountable throughout the business process. With this approach, hospitals can improve patient safety standards.

TQM works in a spiral movement (continuously evolving). TQM requires a team effort to be successful i.e. doctors, nurses, cleaning staff, management staff, and IT department.

2. Measurability is a Base for TQM

One needs to think about the data available when expecting results from TQM in the operations of the organization. TQM is all about data, so data is the core factor for quality management.

There is a chain of changes when all the useful data is available in IT systems. When all the figures including patients’ recovery information, medicine availability, management’s response towards emergency cases, patients’ safety and employees’ work-life data, etc. is available, management can work more efficiently towards quality services and operations.

Further, an organization can foresee the history of a patient by looking at the previously available trends of the same disease and the same conditions. This can help the patient and the physicians to prepare themselves before-hand.

By TQM implementation, the organization will have results that are data-driven. With the help of TQM, the Organization can focus on services provided to the patients.

Further, TQM improves employees’ experience, and new roles can also be defined for them. All in all, TQM can help improve the healthcare industry by spreading its benefits.

3. Cultural Change through Continuous Improvement

The organizations will have to define the word “Success“, with the help of the available data. After defining success, the next step towards TQM will be to address it to all the employees of the organization. Using the PDCA cycle, management can guide employees to achieve the set goals and targets.

It is the responsibility of the management to keep everyone in the organization on board. So that all the changes in processes, services, and culture can be addressed.

There are no hard and fast rules to bring Change in organizational culture. But continuous improvement and involvement of the employees at every level can be very helpful in this regard.

Change always transmits from top to bottom. It is the management’s responsibility to bring policies to implement change management. TQM provides the roadmap towards change in organizational culture.

A customer-focused and continually improving culture is the outcome of successful TQM practices. That will be helpful for patients, staff, and organizations as well.

Barriers towards TQM Implementation in Healthcare Sector

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TQM is a shorter version of Total Quality Management. It is often referred to as an employee’s ability to work for the long-term continuous improvement of the organization. In this new era, where everyone is quality conscious. Implementation of Quality practices is pretty much necessary. Whether the healthcare sector or any other services sector.

When we talk about the implementation of TQM practices, we are mainly talking about Quality Management Principles. According to ISO, there are 8 Quality management principles. While we are implementing those principles, TQM comes into reality (on grounds).

Defining TQM under Healthcare Sector

Total Quality Management is another name for continuous improvement while considering customer demand and employee involvement side by side. Application of the Total Quality Management system is not limited to the Manufacturing industry. It plays a pivotal role in service providing companies as well. There are a few principles to follow.

Quality is an important strategic issue that should be addressed at all levels of the organization. Whether the industrial sector, healthcare sector, or any other services sector. (Crosby 1979; Oakland 2000).

An organization should make strategic decisions to provide a basis for the implementation of the quality management system based on its objectives, structure, size, product, and services. (Oakland,2003)

Importance of TQM in the Healthcare Sector

The medical or healthcare sector is a huge example of continuous change and improvement. One cannot deny the importance of Quality in the healthcare sector. TQM implementation can bring a huge change in the hospital industry i.e. from patients’ safety to patients’ satisfaction and from hospital staff’s work-life quality to hospital cleaning environment. Skilled physicians and the latest healthcare equipment facility can help you to provide better patient care.

Similarly, a continuously improved culture and access to the latest data can help you to improve the performance of your business. TQM plays a vital role in the optimization of better healthcare services, improved culture, and a wide range of useful data.

TQM can help you improve patients’ safety standards and strategic tools as well. TQM requires teamwork, whether it is cleaning staff, physicians’ nurses, IT, or management staff. They all will be held accountable for the execution of TQM in their organizations.

4 Major Barriers in the Healthcare sector affecting Total Quality Management Implementation

1. Resistance to change

It is a universal fact, whenever there is a change there will be resistance for it. Physicians are reluctant towards changes that they cannot control i.e., change of supply chain channel, improvement of some medical equipment, or revolution in medicine.

But the root of TQM lies within change management and involvement of interested parties at every level. This reluctance from the physician’s side is a barrier to the complete execution of the Total quality management system in the Healthcare sector.

2. Limited access to the data used for accountability

It is necessary to have a result-based and data-driven organization. One cannot work on continuous improvement if enough data is not available. Often it is seen that in healthcare organizations, complete data is not available i.e. data is available in chunks and bites.

An integrated data management system is not available which is the core of the Total Quality Management system. In such scenarios data is not accessible to persons who need to analyze it. When data is not available and is an incomplete application of TQM suffers.

3. Non-Availability Direct and Indirect Customer Feedback

Hospitals lack in providing and gathering possible customer feedback. That is needed to improve the services, provided by the organizations i.e. hospitals and clinics, etc.

When positive and negative feedback of the customers (i.e. patients and their attendants) is unavailable there will be no quality improvement in services provided by the hospitals.

4. Ignorance of leadership towards Cultural Change

Change always from top to bottom, so the leadership must take enough steps towards the improvement of organizational culture. Culture is defined, addressed, and ensured by the leadership. It is always difficult to shift the culture, but one must take a step forward.