Changing the quality culture of EdHarx Services Ltd One of the biggest national

Question

Changing the quality culture of EdHarx Services Ltd

One of the biggest national car grooming franchises, EdHarx Services Ltd has several branches throughout the country. Melanie Chay recently took over as the HR manager for the organisation. Melanie has set up quality management systems and procedures and worked with customer services departments, so she is aware of the importance of training and development to achieve the required outcomes.

EdHarx Services Ltd has always exercised considerable control over staff performance in each of the franchised businesses. There are a lot of documented rules and regulations, which cover areas related to all staff. There is a strong focus on management being in charge of the whole – employees are expected to carry out requirements. In addition, there are quite rigid procedures for quality inspection prior to customer pickup.

The Chief Executive of EdHarx Services, Jenter Dell, recently visited two of the franchised businesses and found that the required quality standards were not being met. The focus has shifted to organisational requirements being the priority with documented processes coming ahead of customer service. In addition, many issues with quality are not detected until later in the process, causing delays and expensive re-working to meet requirements. Jenter is concerned about this, and feels that the standardised approach is now failing for a number of reasons. This is particularly the case when it comes to earlier detection of any service or other issues.

Melanie is used to very directed quality management systems, with the emphasis being on quality manuals that include quite specific controls and policies. Unfortunately, the number of quality manuals used at Edharx has expanded so that, while information is available, it is not always easy to find. In addition, they recently introduced some policies on quality assurance, which are held in a separate area.

As a result of his experiences and observations, Jenter is now suggesting a move towards developing an overall quality culture. This would involve staff members being given freedom to deal with clients in the way that best suited the individual franchises, without compromising service levels. The new culture will include more focus on continuous improvement and increasing customer satisfaction.

As part of her role as HR manager, Melanie has been put in charge of introducing this new quality culture.

Melanie has decided to start her task by outlining the new approach. This needs to be fully explained as staff members know little about what having a quality culture actually means. You have been asked to assist in this task. Using the information available, write a report that covers the following:

Question --A simple definition of quality, including an explanation of how it could relate to the quality management approach that EdHarx Services Ltd intends to put in place

Explanation / Answer

Solution:-
The HR manager is incharge to develop quality system for Edharx, and the focus is to be there at continous improvement and increasing custoler satisfaction. It is obvious that once these factor improve the business of the franchiees will improve which in trun will increase the profit of the company too.

It is quite good that Melanie has already experience in working in quality culture as she has worked in customer service and wuality management systems. Melanie can work for Jenter in some of the following ways to make the process easy and effective:-

First of all preparing a manual which focuses on improved customer experice and quality improvement
Once manual is done Melanie and Jenter should look into the improvement areas if they feel some are missing
Once done, she can work with HR team to prepare Training and Development modules
These modules should have excercices and discussions with hand outs rather than giving a full module
Some presentations and mini (fictious cases) will help employees to understand.
They must seek feedback from attendees
This Training module further can be implement in each franchisee once a year.
Any new joinee can work with colleagues intially and can participate in the annual training sessions.
All the above ways, will reduce the cost of training, will make it simpler to understand and to memorize, employees can act practically. All these measures will improve customer satisfaction and wuality standards

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