Service Management: Operations, Strategy, Information Technology
Prompt: Service quality begins with people. All of our measurements to detect nonconformance do not produce a quality service; instead, quality begins with the development of positive attitudes among all people in the organization. How is this accomplished? Positive attitudes can be fostered through a coordinated program that begins with employee selection and progresses through training, initial job assignments, and other aspects of career advancements. To avoid complacency, an ongoing quality-improvement program is required. W. Edwards Deming believed that
management was responsible for 85 percent of all quality problems and, therefore, had to provide the leadership in changing the systems and processes that created them. Management needed to refocus attention on meeting customer needs and on continuous improvement to stay ahead of the competition. His philosophy is captured in a 14-point program. Review Deming’s 14-Point Program on p. 194 and then
compare/contrast his points to where you are in your organization. For example, #9 states, “Break down barriers between departments. Encourage problem-solving through teamwork and use of quality-control circles” (Bordoloi, p. 194). What does this look like in your organization? How do you plan on making sure this happens in your organization? How about the other points? Try to address 4-5 of these points in your post relevant to your organizational design.
NOTE: Please make sure that you include a minimum of 2 APA references
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