The balanced scorecard (BSC) approach to quality management is an approach in which the organization views their quality program from many different points of view. “Operative goals are reflected in what management attends to, controls, and measures. The idea that the structure of most accounting and control systems may be inhibiting competitiveness is slowly gaining currency in the U.S. business community.” (Kaplan 1988) The metrics that are usually measured are: • Financial: Improving the profitability
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Discussion Question 1 All these areas linked and supported each other. For USPS, most important performance goals of “Voice of the Employee” were develop employee proficiencies for their assigned tasks in the workplace that did not exist, and develop capabilities to do sophisticated complement planning. (USPS, 1997, p. 21) USPS acknowledged employees were driving force for continuous improvement and anticipated the needs for employee proficiency measurement and complement planning to be bottom-line
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was introduced to USPS in response to cases of violence and poor employee relations”. VOE places emphasis on providing safety and security in the workplace and improving employee interactions. Our text states “Researchers have repeatedly demonstrated that when service worker satisfaction is high, customer satisfaction is high, and that when job satisfaction is low, customer satisfaction is low.” (Evans & Lindsay, 2011) Incorporating the use of balanced scorecards allows USPS to determine the VOE
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Laneta Washington Quality in Practice: Using the Balance Scorecard at USPS BSOP 588 Professor Walter Mamak April 3, 2014 There are many different companies that are always focusing on improving their quality management within their organizations. In order for companies to stay at the top of their industry, they must always look to improve and make sure that they are building and meeting all the needs and levels of the business. Many different companies use different techniques and tools
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The balanced score card has strengthened the productivity of the United States Postal Services. The perception of employee relations and efficient productivity has evolved into a fine tune machine that the government can now put in the fore front of a well-run public organization. I will summarize those changes as I reflect on the case study capturing the challenges and strengths of USPS. In the past, employee relations at the United States Postal Service were viewed unfavorable by the general
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Paper 6/4/2011 Building A Balanced Scorecard The "voice of the employee" focuses on providing a safe and secure workplace in response to instances of violence and poor employee relations. The "voice of the business" focuses on the Breakthrough Productivity Initiative, and the "voice of the customer" improves internal processes by providing a timely and reliable delivery. Postal Operations could use other measures to assure their goals are being met. The United Postal service should
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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). The Voice of the Employee supports improved internal processes because the Voice of the Employee focused on providing a safe and secure workplace in response to instances of violence and poor employee relations. Employees were given an opportunity to voice their opinions and make suggestions to create a
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Problem 4 IV. Literature Review -Philosophy, Culture and Strategy 7 V. Recommendation/Analysis -Philosophy, Culture and Strategy 9 VI. Literature Review/Analysis – Adoption and Driving Strategy Down into the Organization. 10 VII. Recommendation –Balanced Score Card 11 VIII. Recommendation/Analysis – Total Quality Management 15 IX. Reflection 24 X. Bibliography 26 I. APP Pharmaceuticals APP Pharmaceuticals (APP) strives to lade in the United States and Canada to be a leader for injectable
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Benchmarking in HR/ HR Balanced Scorecard /SEM SAP AG HCM EMEA - public - Agenda Benchmarking Balanced Scorecard © SAP AG 2002, The HR Balanced Scorecard, Dr. Martina Schuh, Page 2 Agenda Benchmarking Balanced Scorecard © SAP AG 2002, The HR Balanced Scorecard, Dr. Martina Schuh, Page 3 Benchmarking – Definition Benchmarking is the comparison of similar processes across organizations, companies and industries to identify best practices and develop improvement plans and actions (Score
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Step One: Assessment Step One of the scorecard building process starts with an assessment of the organization’s Mission and Vision, challenges (pains), enablers, and values. Step One also includes preparing a change management plan for the organization, and conducting a focused communications workshop to identify key messages, media outlets, timing, and messengers.Step Two: Strategy In Step Two, elements of the organization’s strategy, including Strategic Results, Strategic Themes, and Perspectives
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