Day 1: Diagnosing Culture Through Behavior, Not Slogans

Everyday Quality Behaviors

• Identify responses when defects appear
• Distinguish reporting culture from concealment culture
• Examine team behavior under deadline pressure
• Collect behavioral examples from workplace situations

Leadership Signals and Decisions

• Analyze what leadership choices actually reward
• Identify communication-to-decision contradictions clearly
• Assess how ignored problems shape behavior
• Review leadership case under operational pressure

Incentives and Measures

• Expose targets rewarding speed over quality
• Create balanced measures reducing gaming behavior
• Link recognition with contribution or learning
• Redesign incentive that produces distorted behavior

Day 2: Speaking Up, Quality at Source, and Learning

Raising Problems Early

• Provide routes for surfacing defects/risks
• Avoid blaming first problem reporter
• Set escalation when work becomes blocked
• Simulate receiving uncomfortable quality information

Preventing Defects from Moving Downstream

• Empower performers to stop/correct work
• Provide point-of-work standards/detection tools
• Reduce dependence on late-stage inspection alone
• Design quality-at-source practice for one team

Learning from Error

• Review events for system causes
• Extract changes altering future work
• Share learning without exposure/blame
• Facilitate a disciplined post-error review

Day 3: Routines, Empowerment, and the Culture Plan

Routines that Reinforce Quality

• Add quality pauses to operating meetings
• Review defects and complaints with team
• Track improvement actions through verified closure
• Design weekly quality routine for team

Empowerment with Accountability

• Clarify decision boundaries for problem action
• Provide training/resources before expecting ownership
• Use accountability protecting dignity/standards
• Balance support and firmness in cases

Quality Culture Change Plan

• Select two high-influence behaviors
• Define leadership signals and enabling systems
• Choose behavioral/outcome progress indicators
• Design an eight-week quality culture experiment

• Behavioral diagnosis revealing actual responses to quality issues
• Role-plays covering problem reporting accountability and learning
• Redesign of incentives and routines linked with observable behavior
• A culture experiment project using behavioral and outcome measures