Visit http://www.lasvegassun.com/news/2008/jun/28/ toxic-feud-seius-top-ends-resignations/ to learn what happened when the conflict between the top two leaders of a union got out of hand. Then answer the following questions in a two to four page written response:
- What type of conflict(s) existed between the two leaders? Explain your answer.
- What did the two union leaders do to resolve their conflict?
- In hindsight, what might have been done to resolve the conflict before it escalated so far?
Full Answer Section
- Problem solver: Senior management should be willing to help resolve problems that may impede quality improvement efforts.
- Change agent: Senior management must be willing to change the way things are done in order to achieve quality improvement.
By playing these roles, senior management can create a culture of quality improvement and ensure that the organization is successful.
Here are some specific examples of metrics that can be used to monitor and communicate performance:
- Customer satisfaction: This metric can be measured by surveys, interviews, or focus groups.
- Defect rate: This metric measures the number of defects per unit produced.
- Cycle time: This metric measures the time it takes to produce a product or service.
- Cost of quality: This metric measures the cost of defects, rework, and other quality-related activities.
- Employee satisfaction: This metric measures the level of satisfaction among employees.
By tracking these metrics, senior and middle management can get a better understanding of how the organization is performing and identify areas where improvement is needed.
Sample Answer
I agree with your points. Senior management plays a critical role in the success of any quality improvement program. They must be committed to quality improvement, set clear goals and objectives, provide resources, and track progress.
Here are some additional roles that senior management can play in quality improvement:
- Educator: Senior management can educate employees about the importance of quality improvement and how they can contribute.
- Listener: Senior management should be open to feedback from employees and be willing to make changes based on that feedback.
- Motivator: Senior management can motivate employees to strive for continuous improvement by celebrating successes and recognizing achievements.