Managing Quality Mar 12

Topics: Strategic management, Balanced scorecard, Management Pages: 2 (832 words) Published: March 23, 2013
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). First of all, Voice of the employee is the needs, desires, hopes and preferences of all employees within an organization. For example, health care, wages and some other benefits are the voice from the employees; it is something that employees ask from employer. Secondly, The Voice of the business is a summary of all needs related to a business and its stakeholders, including profitability, revenue, growth and market share. For example, voice of the business is an expectation or goals form those shareholders or owners, and from these we can define if a business is success or not. Lastly, The Voice of the Customer is an data that collect from customers, which can be customer’s needs, wants, perceptions and preferences. For example, by collecting all the data will improve communication between customers and a company, also these will help the company to improve and closer to meet the customers’ needs and improve the satisfaction of customers. How these voices are connecting to each other and how are they support to each other? In my point of view, for a successful business, all of these voices are very important, and should be take a good care of it. In the employee perspective, employees are the first liner, and they are usually the people who are dealing and fix all the issues and for the employers are usually the person who make the decision. If there’s anything goes wrong during the operation, service and products, employees will have suffer, and if they want to keep and have the job longer, they will have to do something that they do not like. For example, if an post man deliver someone’s letter an hour late, he will have accept the person’s scold, also he might have to present a smile, and tell the guy will be on time tomorrow. For the postman, he had no choice to make...
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