Growing A Quality Culture: A Case Study - Oracle UK

Abstract

Founded in 1984, Oracle UK is a relatively young organisation that currently employs almost 2000 people throughout the UK. Our early years were dedicated growing our market share and establishing the organisation. As we mature, we are starting analyse ourselves, re-focusing our objectives to excite and delight customers, and become the strategic partner of choice [1]. The rigours of certification ISO 9000 and the introduction of a significant customer satisfaction programme have encouraged a change in our behaviour. In this paper we will describe how the culture has been changed and the methods used facilitate the change. This paper will cover: • Management Policy, Leadership & Commitment how our objectives have changed, necessitating leadership and commitment at the highest level; • People Participation how get everyone involved, and communicate what needs be done; • Training setting up training & awareness programmes; • Supporting Framework what supporting mechanisms need be in place enable people achieve the stated objectives; and • Continuous Improvement moving towards a TQM approach. 1. Background & Organisation From its formation in 1977, the Oracle Corporation (Oracle) has designed and developed a wide range of computer software products including application development tools, CASE tools and end-user applications products. Our principal product is the Oracle relational database management system Transactions on Information and Communications Technologies vol 11, © 1995 WIT Press, www.witpress.com, ISSN 1743-3517