Gm 588 Week 5 Key Issues

Chapter 8

Week 5:

Key Issues for Discussion

Chapter 8

Week 5:

Key Issues for Discussion

Jerry Voelker

GM 588 Managing Quality

Professor Richard Sheng

October 1, 2011

Jerry Voelker

GM 588 Managing Quality

Professor Richard Sheng

October 1, 2011

Key Issues for Discussion

Explain how the Voice of the Employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).

The voice of the employee is crucial to carrying out the message and mission of the company. The voice of the employee creates a sense of personal ownership and responsibility that the employees are directly contributing to the success of the business. It is through the voice of the employee that employees are able to have a dialogue with management and explains how they will apply the company vision to their daily tasks and how they will engage within the project selection process with different stakeholders. The sense of personal ownership and responsibility in their work leaves the employees to develop a sense of pride in the work they perform, which helps to improve the quality of the work performed. Employee engagement fosters and drives discretionary behavior, eliciting employees’ best ideas and their genuine commitment to the success of our organization. Engaged employees feel valued, understand how they contribute to the organization’s success, and work harder as a result. (Lu, 2011) Employees that are able to have a dialogue with management benefit tremendously, as does management, from the sharing of ideas and a mutual understanding of where employees and management are in terms of their ideas and implementations of quality.

Employees also have a tremendous influence upon cultural change at a company. A company that is able to understand the vision and articulate it to fellow employees, they are able to take on an advocacy role that encourages synergy and forward movement...