Organizational Support. Assoc. Prof. Dr. Jegak Uli. Introduction. Senior managers must think about and develop mechanisms that can be put in place to support the implementation of quality improvement program.
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Senior managers must think about and develop mechanisms that can be put in place to support the implementation of quality improvement program.
The introduction of quality improvement program can be facilitated by the use of steering committees, boards, or councils and the addition of quality managers and specialists.
These resources help the line organization accept change as its members go about their normal tasks and provide excellent developmental positions for employees who are being groomed for greater responsibility.
Assisting senior management to bring about change means keeping the current structure in place to continue to run the organization and augmenting that existing structure with new, flexible devices that will address the changes required.
3. Identifying the critical processes that need attention and improvement.
4. Identifying the resources, the trade-offs that must be made to fund the quality improvement activity .
5. Reviewing progress and removing barriers that have been identified and brought to the committee for resolution-
6. Improving the macro-processes in which they are involved as senior managers, both to improve the performance of the process and to demonstrate their ability to use the improvement tools on which they have been trained.
When a sub-council exists, its function may be more specific than that of a steering committee, and its responsibilities may include:
1. Assessing processes within the organization and targeting specific processes for improvement.
2. Creating improvement teams and activities to address process problems. Usually, individuals associated with a particular process or individuals with the required skills are formed into a team, which will .make a joint effort to address the problems.
The existence of such an arrangement of councils and sub-councils creates a mechanism by which improvement issues can be brought directly to the attention of top organizational leaders, usually in a more direct and supportive manner than may be possible through the traditional organizational structure.
Another resource to assist managers in bringing about the installation of QI is to create a network of quality support people.
This network may consist of a "quality officer," who ideally reports to the chief operating officer (COO) and who is responsible for helping the senior managers first understand and then install a QI process.
This role of quality officer may then be replicated for each major function and each major facility until a network of full- and part-time employees is dedicated to supporting quality in their respective business units.
The senior quality officer can also privately assist other senior managers to increase their understanding of the requirements of managing in a QI process and can work with the business-unit quality managers to overcome functional and local barriers.
This double-pronged approach allows the COO flexibility in changing “the way things work around here.”
Quality managers also support the drive toward employee involvement by assisting problem-solving teams, task forces, and quality improvement teams; by arranging specialized training and benchmarking studies; and by removing existing barriers.
To answer these questions, communications techniques must be developed to both inform and instruct everyone in the practices, processes, and approaches that are required for QI to be successful.
Traditional organizational communication mechanisms such as newsletters, communications meetings, or videos of the CEO reporting on the state of the business may be appropriate, or they may be inappropriate.
Recognize and reward teams that meet the performance criteria.
A team that did a superior job of articulating its goals, securing participation, following a process, and achieving innovative results is a team that must be recognized, and possibly rewarded, if others are going to follow.