Role Of Quality Control Essay In Achieving Organizational Goals.

Quality control department in Zespri

Discuss About The National Customer Satisfaction Index Models.

Managing people and change within the organization is a managerial skill that managers need to properly execute their role in the organization. As organizational theory keeps on changing, organizations have to change with these changes that take place in the market hence changing organizational operations. Through business appraisal tools like SWOT analysis, the organization can identify weaknesses and threats that need to be addressed to improve competitive advantage. However, the rise of strategic human resource management has put the human resource department at the core of every initiative and strategy that organizations take. Human resources today exist at a pivotal role for instituting organizational change and realizing the intended objectives. Through improving leadership abilities of leaders in the organization, it becomes easy to achieve business needs. This report highlights the role of the quality control department in achieving organizational goals in Zespri.

Quality control department in Zespri is charged with the responsibility of reviewing all factors involved in fulfilling quality results in the organization. The organization is working on goals of addressing the weaknesses. One major weakness that the company faces is production and distribution costs which are high thus reducing profits. Quality assurance programs are used by most manufacturing companies to gain competitive advantage (Anderson, Rungutusanatham, & Roger, 2004). Since quality control reduces wastage in the organization, Zespri can institute quality control measures to ensure that it removes waste. (Rosemary, 2002)Total quality control is a strategic tool that is used is streamlining the operational system of the organization thus leading to increased efficiency and reduced costs. The outcome of the process is the provision of consistent quality products through reduced costs thus fetching competitive prices in the market. 

The evolution of strategic human resource management placed HR at a pivotal level in achieving the organizational strategy. In the past quality control was reserved for engineers and those working in the production lines. However, this has changed today leading to the need to include human efforts in achieving quality control and organizational objectives. To achieve this, Zespri can institute new human resource practices that institute links between people and processes in a system. Hassan, (2010) suggests that when developing such strategies, the system has to be streamlined to reduce errors and defects thus reducing the rate of return-overs and rejected products. With this the company has to focus the effort on every employee thus all people in the organization must be involved. Since the process requires the effort of every employee, then the human resource department plays a strategic role in aligning employees to organizational goals (Klerck, 2009). As a department, the human resource can play the role of jumpstarting the total quality management process and at the same time contribute to the running of the business in a quality way.

Another goal that the organization seeks to achieve is maintaining the existing customer base and at the same targeting more customers. This goal can be achieved through customer satisfaction by offering services that meet their needs. Since from the SWOT analysis the company has a lower probability of expanding the customer base, then it has to rely on maintaining the existing customers through increased customer satisfaction (Johnson, Gustafssonb, Andreassenc, Lervikc, & Cha, 2001). Human resource roles of the modern era focus on how organizations engage their workforce to support through championing a service climate that meets customer needs. Chand (2010) argues that customer satisfaction is an outcome of many things that happen to the customer thus the need to focus on the approach that employees have towards organizational processes. Human resource practices can be used to improve service quality which leads to increased customer satisfaction thus increased return clients.

Streamlining the human resource system of the organization

Since there is a high link between human resource and organizational strategy, then streamlining the human resource system of the organization can lead to improvements in technical and operational processes (Chenna, 2012). Human resources can be developed to meet the required needs of the organization through training, high relative pay and performance management system. This will lead to development and implementation of strategies that are directly focused on customer satisfaction. Therefore the company had to invest in building employee capacity to meet customer needs as a way of retaining the existing customers.

The main role of this job is to coordinate control and manufacturing quality in Zespri. In particular, the individual will be charged with the responsibility of reviewing quality requirements and specifications of clients to ensure that they understood and followed during the manufacture of items.

• Interested candidates must have at least a bachelor’s degree in science or engineering related course.
• In-depth understanding of safety and quality control requirements and specifications in the industry.
• Experience in review and acceptance of material certification for compliance.
• Understanding the requirements for managing quality productions as per ISO standards.
• Background knowledge and experience in production and manufacturing.

Objective one: To improve my abilities in coaching and training others.

The success of skills will be measured through improved abilities that will be seen practically in ways through which I work with others. Further, my improvements will be measured through a satisfaction questionnaire that will allow those I work with to assess my performance.

The learning outcome will be achieved through attending training sessions from training coach who will guide in developing skills for coaching and training others.

The development plan will be implemented within a period of three months. This will be reviewed with intervals of four months with the trainer to assess on Develop Time Management Skills

Success will be measured through the time taken to accomplish tasks before the development plan and after. This analysis will determine the achievements accomplished in managing of tasks through maximizing concentration on tasks and limiting distractions.

Training will be used as a major action plan that allows improving concentration on tasks. Tasks will be allocated to measure the level of concentration thus leading to training of the mind to reduce destructions and maximize concentration. This skill will lead to managing work situations in different contexts by learning to allocate time to different activities based on their strengths and weight to the organization.

The training will be implemented through a six month period where the activity will be done on a weekly basis.

Objective Three: Learning How to Managing Stress and Conflict

The success of this skill will be evaluated in my ability to engage in meaningful conversations for decision making and the ability to minimize and control stressful situations.

Conflict resolution is based on negotiation and decision making skills that can be used to bring together two parties that are aggrieved. Thus the skills will assist in convincing the affected parties in determining the best course of action for their grievance. These skills will be achieved through engaging the services of a confliction resolution expert who will assist me attain different approaches to negotiating conflict situations.

The plan will be implemented through monthly training sessions that will run for three months then evaluation for the acquired skills will be done for the last six months of the intended twelve months of the career development period.

Success in achieving the skills will be measured through assesssing my ability to relate well with others and work in teams.

Training will be used to achieve teamwork skills through developing interaction skills for building rapport with others.

Conclusion

Human resources play an important role in enabling the organization realize strategic goals. Through reorganizing the human resource and improving their output, quality control can be achieved thus leading to efficiency and increased output. Zespri can achieve easy implementation of the intended goals through involving the human resource department and aligning it to the organizational strategy. However, empowerment and capacity building of employees is a driver in ensuring that leaders can execute intended strategies. Through, addressing personal development concerns, the organization can overcome the weakness and threats that it faces in the industry to perform better.

References

Anderson, B., Rungutusanatham, & Roger, G. (2004). Theoritical Model of Total Quality Management. Academy of Management Review,, 19(3), 472-509.

Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4).

Chenna, N. (2012). Contribution of HRM Practices on Customer Satisfaction a Conceptual Outline. nternational Journal of Multidisciplinary Research, 7(2), 178-185.

Hassan, A. (2010). Linking quality assurance to human resource management: a study of SMEs in Malaysia. International Journal of Quality marketing Reliability Management,, 27(6), 641-657.

Johnson, M. D., Gustafssonb, A., Andreassenc, T. W., Lervikc, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.

Klerck, G. (2009). Industrial relations and human resource management. In D. G. Wood, Human resource management: A critical approach (pp. 238-259). London: Routledge.

Rosemary, A. (2002). Managing Customer Services: Human Resource Management Practices, Quit Rates, and Sales Growth. Academy of Management Journal, 45(2), 587-597.