One of the biggest national car grooming franchises, EdHarx Services Ltd has sev

Question

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.

How change to a quality culture such as that EdHarx Services Ltd wants to make can have costs and benefits

Explanation / Answer

In many of the companies,now a days we cannot observe the quality culture.In the same way EdHarx services Ltd are also not concentrated in the quality culture and facing many incidents during visit of jenter dell.So that melanie introduced the new quality culture for the organization.

For the success of quality culture in the firm there will be many factors which will be more benefited.leadership,motivation,empowermet,work environment are the four factors.

Leadership-It was the key role in establishing and sustaining a quality culture.Leaders should exhibit the vission,mission and values.Vission tells that what should be acheived mission give the description of the organization.

Motivation-Employee engagement is an important thing in quality culture.Employees must be motivated to acheive the organizational goals through extrinsic and intrinsic.By giving rewards to the employees in the form of money or assets and enjoyment trips that which encourages the employees to work hard.

Empowerment-While empowering the employees makes the quality in the products which also increases the customer satisfaction.Company gives the guidlines for emplowering the employees.

Work Environment-Creating the hygenic work place environment promote the quality culture.This build the good working conditions make the employees to do intyrestingly.

These quality culture improvements make the organization to acheive goals and give many benefits to firm in the form good customers,quality goods supply with the customer needs etc.If the company fame increases then benefits will also increases because customers are willing to come for organization.By this cost will also maintained in the same level.

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