Quality in Practice Essay

673 Words Jul 28th, 2013 3 Pages
BSOP 588 Quality Management
Student Name……..
Keller Graduate School
Date…..
Professor:

The Voice of the Employee supports improved internal process. The voice of the employee begins with providing a safe and secure workplace. These measures have been taken up because there have been violence and poor employee relations. Now the voice of business has been focused on breakthrough productive initiative and the third area namely the voice of the customer is focused on providing timely reliable delivery. In case of the US Postal Services, the objectives of the Voice of the Employee are such that they lead to improved productivity and revenues. So, the Voice of the Employee supports the Voice of the Business. At the
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Even though the approach is holistic, forward looking and based on four key dimensions, there must be a well-defined strategy that is supported by the balanced scorecard. Even in case of the US Postal Services, the overall strategy of the department is not clearly stated. Another problem is that there must be a strong link between the metrics created and the outcomes required. For instance, how the measures for employee satisfaction can be linked with improved revenues. Another problem with the balanced scorecard is that the measures are given to the organization by the top management. Top management involvement is required if a change is to be implemented but even in case of the US Postal Services the design of the balanced scorecard has been given to the employees by the top management. Another, important disadvantage of the balanced scorecard is that external factors are not given the importance that should be given. Even in case of the US Postal Services, enough importance has not been given to outside competition. There are some measures that might be included using my knowledge of the postal operations. As far as the Voice of the Employee is involved the measures should include the training provided to postal employees, absenteeism, employee suggestions for employment, and employees view of the problems. As far as the Voice of Business is involved the US Postal Services

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