A new era in manufacturing and service: using interviews to select and promote employees in TQM settings

Article Abstract:

The implementation of quality programs usually incorporates improvements to customers service or product quality, but often does not extend to the selection and promotion process of an organisation. Interviews should be used to select and promote employees who have the necessary attributes for the quality oriented produce and service environment. Employee selection should be based on job analysis, either by worker attribute analysis which looks at the knowledge, skills, abilities and personal characteristics (KSAP) need for the job, or by critical incident (CI) analysis, which looks at significant job behaviours.

Methods, Interviews

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Quality and nonprofit organizations: focus on service delivery means doing good things well

Article Abstract:

Nonprofit organizations are increasingly adopting business-based operational paradigms as they seek to remain competitive. They are aware that the quality of their internal processes and the service provided by their staff play a key role in forming customer value perceptions. Nonprofit organizations can use many manufacturing and service industry techniques, particularly in the case of quality. Quality tools and techniques allow them to improve their stewardship of the donations they receive and the trust placed in them.

Quality management, Nonprofit organizations

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Service quality is on the rebound

Article Abstract:

Corporate CEOs and vice presidents of human resource departments from Fortune 1000 companies believe that service quality in the US is improving. A survey showed that quality service is increasingly practiced as a corporate viability tool in the 1990s. Of the respondents, 45.5% feel that service quality would further improve with a change in employee attitude towards work and management. Also, 66.5% of the executives indicated that their companies systematically monitor service quality and consumer satisfaction.

Surveys, Corporations, Customer service, Corporate officers

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