The quality of the products provided by an organization are resultant from the work processes that are executed by the workforce. People are the difference. A good process, poorly executed, produces poor results. The quality of the services and/or products that the organization provides is dependent upon the capability of people to consistently execute the organization’s work processes in achieving the required results. This consistency in execution only comes from a satisfied workforce. People make quality happen. What then does it take to achieve job satisfaction for people?
Work processes that are well designed and well defined
Possession of a base skill-set that the process requires
High quality training
Development of competency to do the work required of the process
The focus, however, must extend beyond the people doing the work. Organizations must also provide competent leaders who inspire their team through personal interaction and processes that are properly managed. Competent leadership ensures:
Communication of the requirements of the processes/function/subsystem must be routine and fully understood.
Accountability of every individual supporting the process must be known and understood.
Management. Process design requires an adequate number of people (not too few, nor too many) to efficiently achieve effective results, based upon the volume of work needed in the time frame required.
Trust is essential in support of trained and competent people.
Respect is required and must be first provided if it is to be reciprocated and continually earned.
Communication of the results of the processes/function/subsystem must be routine to provide an understanding of results.
Changes must be made for performance improvement, when necessary.
Communication of the results of the Company must be routine to provide an understanding of security.
A satisfied workforce is important. This requires the satisfaction of the people who individually do the work required to produce the services and/or products that the organization provides. People are important.