Bsop Week 5 Case Study
1. 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).
Voice of the Employee centers on creating and maintaining a workplace that is safe and secure in due to issues of violence and employee relations. Given the opportunity, employees have the chance to give their opinion and suggestions to improve the current work environment without the fear of retaliation and consequence from management. By creating a safe environment the employees can open up and be honest about how they feel the work place can be improved. When employees are happy and feel secure about their positions, there is a greater chance that some of their personal goals will align with their professional goals of the company. Productive and happy employees have a greater chance of being better performers, being more focused and wanted to reach and accept by the quality initiatives set forth by the USPS. The employees are the immediate front line of defense for the business. For the Voice of the Business to create process and initiatives that will benefit the company. I believe they must first listen to the Voice of the Employee, because they are the face for the company. The employees give the first perception of how the company operates. If any issues are found within the internal process the business will want to address those issues first. The Voice of the Business supports customer satisfaction because it is focused on the “Breakthrough Productivity Initiative”. The goals are to increase satisfaction of the customer and customer service levels. Therefore by focusing on streamlining the process (internally and externally), production increases with customer satisfaction in hand. For a company to review its process on increasing production, the company is looking at the bottom line and how to make sure customer service goals are not only being meet, but in
Voice of the Employee centers on creating and maintaining a workplace that is safe and secure in due to issues of violence and employee relations. Given the opportunity, employees have the chance to give their opinion and suggestions to improve the current work environment without the fear of retaliation and consequence from management. By creating a safe environment the employees can open up and be honest about how they feel the work place can be improved. When employees are happy and feel secure about their positions, there is a greater chance that some of their personal goals will align with their professional goals of the company. Productive and happy employees have a greater chance of being better performers, being more focused and wanted to reach and accept by the quality initiatives set forth by the USPS. The employees are the immediate front line of defense for the business. For the Voice of the Business to create process and initiatives that will benefit the company. I believe they must first listen to the Voice of the Employee, because they are the face for the company. The employees give the first perception of how the company operates. If any issues are found within the internal process the business will want to address those issues first. The Voice of the Business supports customer satisfaction because it is focused on the “Breakthrough Productivity Initiative”. The goals are to increase satisfaction of the customer and customer service levels. Therefore by focusing on streamlining the process (internally and externally), production increases with customer satisfaction in hand. For a company to review its process on increasing production, the company is looking at the bottom line and how to make sure customer service goals are not only being meet, but in
References: Evans, Lindsay. Managing for Quality and Performance Excellence, 8th Edition. South Western Educational Publishing, 01/2010. .