Quality shines in small details

Article Abstract:

Personnel departments have become involved in quality programs throughout organizations, and while results may be positive, sometimes personnel departments may neglect smaller issues. If job applicants are treated rudely, or employees cannot get benefits questions answered, personnel professionals may need to refocus on the small details of their own departmental practices. Firms interested in focusing on the small and large issues can take a variety of actions including: focusing on customer concerns; asking for employee feedback; talking with employees about organizations; and setting goals and standards which are reasonable and consistent.

Quality management, Quality control, Human resource departments

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Corporate ombudsmen

Article Abstract:

A survey sponsored by the Corporate Ombudsmen Association reveals the characteristics and nature of ombudsmen's functions in private industry. Ombudsmen describe their most important duties as unfair treatment and management practice. They feel that the most important problems facing their clients are: fear of job loss, harassment, and general fairness, while the most important problems facing corporations are waste, fraud, abuse, termination management, and performance appraisals. The most frequently used ombudsmen techniques include: actively listening, describing options, and investigating cases.

Usage, Problem solving, Ombudsmen

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