|
Articles
|
|
|
QICID: 18135
Title: How Small Business Designs World-Class HR Systems
Copyright: 2002, ASQ
Author: Crosby, Thom; McClaskey, David J.
Organization: Pal's Sudden Service, Kingsport, TN; Eastman Chemical Company, Kingsport, TN
Subject: Case study,Customer expectation,Customer satisfaction (CS),Employee satisfaction,Small business,Leadership,Performance objectives,Quality Management Benchmark Assessment (QMBA),Human resources (HR);
Series: Annual Quality Congress, Denver, CO, Vol. 56, No. 0, May 2002, pp. 737-741
This ARTICLE is available FREE
to all readers.
Abstract: [This abstract is based on the authors' abstract.] Baldrige criteria and performance excellence enabled a small, regional fast-food chain to focus on meeting and exceeding customer needs and achieve outstanding business results. Some of these business results include benchmark service times, benchmark in customer repeat business, customer count growth, complaints, and profit percent. Performance excellence principles and the Baldrige criteria were used to design world-class human resource (HR) systems. The HR systems balance both the hard and soft side of management to provide a mix that produces both benchmark employee productivity and increased employee satisfaction. The approach and logic used to design the HR systems, plus lessons learned, can be used many other businesses.
Browse QIC articles chronologically
previous next
|
|
