Read \"The Generalized Quality Problem\" Case Study in Chapter 32, pages 481-482

Question

Read "The Generalized Quality Problem" Case Study in Chapter 32, pages 481-482 n two pagesShould you address this continuing problem with the group at large at your August meeting? Explain. . Should you do some research aimed at identifying the more troublesome employees and address their quality problems at the August meeting? Explain. . How would you mobilize your transcription group to address the quality problem and recommend solutions? Give an example of how the supervisor's communication skills could help this department achieve its mission and increase productivity

Explanation / Answer

1.Yes, I need to address the quality problem at the August meeting also and I need to be more strict with the team members who are responsible for the quality issues. Quality of the service play an important role in our organization’s success and the errors in word choice and omission can create serious issues for the patients. Hence I should not leave the quality issue till the transcriptionists improve the overall quality of transcription.

2. Yes, I need to do some research and find out who is responsible for the quality issues and if I blame all the employees including those who are contributing to solve the quality issues it may de-motivate them. This would affect overall quality again and hence I should do some research to find the offenders.

3. I would ask suggestions from the transcription team on the challenges they are facing to improve the quality of transcription. Once I understand their requirements I can arrange the necessary training and guidance for them to improve their skills. I would establish performance measurement systems to assess their work and ensure each member deliver the work with required quality.

4. Consider one of the team member’s understandings on transcription is not proper. Even one member with bad transcription skill may affect the overall quality of the team. A supervisor with good communication skill can convince the team member and the member would be confident to share his problem with the supervisor. The supervisor can arrange necessary training for the employee to improve his skills and this would help to improve the overall quality of the team and help the department to achieve its mission.

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