Perceptions of management and employees on the level of development of the quality culture in the company Šinvoz, Zrenjanin

Abstract

Quality is a factor that significantly determines the competitiveness and success of any organization on the market in today's business conditions. Customers' increasing degree and level of information, as well as their increasing demands and wishes, have presented organizations with the challenge of ensuring and nurturing top quality. Quality culture is a type of organizational culture that incorporates key assumptions, values, principles, and fundamental concepts of quality management. The findings of a 2022 study in which 21 managers and 80 employees of the company Šinvoz, Zrenjanin took part revealed that managers, on average, expressed more positive attitudes toward the aforementioned claims than employees who were more reserved. Statistically significant differences in the responses of managers and employees were identified in terms of leadership, quality as a key value in the company, focus on the customer, and employee empowerment and participation. These segments received significantly higher ratings from managers, compared to employee ratings. Leadership, working conditions, and employee motivation are the key areas that need to be improved, as they received the lowest average scores. The findings of the research can help leaders and managers make decisions about the quality culture and, more broadly, about the necessary organizational changes.