The textbook author asserts that creating a culture for quality and performance

Question

The textbook author asserts that creating a culture for quality and performance excellence is not rocket science. Comfort Zone, a 200-person organization that services and repairs residential and commercial heating ventilation and air conditioning (HVAC) systems in the greater Phoenix area, has been losing customers because of recurring complaints about shoddy equipment, poor workmanship, and slow service. Imagine that you have very recently become the CEO of Comfort Zone and have been tasked to "fix the business". Summarize (150 - 250 words) your approach to creating a culture of quality and performance excellence as a part of "fixing the business". Remember, this is an opportunity to demonstrate your understanding and application of the relevant course material, not to write a personal editorial or to complain about organization and its management. The textbook author asserts that creating a culture for quality and performance excellence is not rocket science. Comfort Zone, a 200-person organization that services and repairs residential and commercial heating ventilation and air conditioning (HVAC) systems in the greater Phoenix area, has been losing customers because of recurring complaints about shoddy equipment, poor workmanship, and slow service. Imagine that you have very recently become the CEO of Comfort Zone and have been tasked to "fix the business". Summarize (150 - 250 words) your approach to creating a culture of quality and performance excellence as a part of "fixing the business". Remember, this is an opportunity to demonstrate your understanding and application of the relevant course material, not to write a personal editorial or to complain about organization and its management.

Explanation / Answer

As the CEO of Comfort Zone, it is my fundamental responsibility to build and sustain a quality culture in the organization. For this a strategic planning process will have to be developed. This process will evaluate the current situation of Comfort Zone with regards to its quality issues, the desired future situation that the company wants to be in and the gaps in terms of required competencies. The process will have to involve employees at all levels. Employee partcipation will lead to successful implementation. As the CEO, i will have to be the steward of this vision for the quality culture. My main roles and responsibilities will include - (i) open communication about the vision in an effective manner. The communication has to be frequent as well. (ii) As the CEO, my second resposnibility is to make Comfort Zone's culture compatible and supportive of the vision. This will shape the company's values and employee's values towrds the culture of quality. (iii) As the CEO i will have to demonstrate my commitment towards this. This will be visible from my actions, passion and enthusiasm.

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