Quality in Practice
GM588 – Managing Quality Enhancement

Voice of Employee The Voice of the Employee focuses on providing a safe and secures workplace in response to instances of violence and poor employee relations (Evans, 2011). Organization utilizes the Voice of the Employee (VoE) to focus on internal processes as traditionally employees’ perspective wasn’t a top priority and not taken into consideration as far as the business was concerned. As part of an organization strategy to continue to evolve, compete, and improve the businesses’ bottom line, as they are devoted to understanding and communicating an open dialogue with their employees. A business seeks to respond to the needs and condition of the employees by strategically designing and implementing the VoE. The United States Postal Service (USPS) developed a metric to improve their internal processes by aligning with Occupational Safety and Health Administration (OSHA). USPS derived slang “Going Postal” after several workplace violences erupted with employees killing managers and other fellow employees. USPS wanted to focus on the internal workplace environment, safety, and employees’ satisfaction. An internal survey was developed as a tool to collect data and employee’s opinions to assess and analyze for workplace improvement, safety, and create a positive friendlier environment. USPS employees are able to deliver mail faster and customers are delighted. The employees are meeting their goals and work habits as well as the customers are turning around positive feedback. This survey is tracked and trended and collaborated with the Voice of Business.
Voice of Business The Voice of Business (VoB) focused on the “Breakthrough Productivity Initiative” (Evans, 2011). As the VoB reinforces the VoE, USPS has entered into a market of high competition and customer