Measuring progress of a quality improvement process
| dc.contributor.author | Steenbeeke, Alain | |
| dc.date.accessioned | 2025-06-29T20:37:37Z | |
| dc.date.available | 2025-06-29T20:37:37Z | |
| dc.date.issued | 1993 | |
| dc.description.abstract | This thesis takes a close look at the progress and effects a quality improvement program has had on the Customer Assistance Department of the Chevron credit card center. This study looked at different stages of the quality program in regard to resistance to changes, presence of empowerment as a result of the quality program, how the changes have affected the work environment, and the views the employees have of the organization. Results of the survey revealed that resistance to changes was present in the implementation stages of the program that affected the view the employee had of the program and the organization. Results also showed that some empowerment was taking place, but that the work environment was not conducive to full use of empowerment. Finally, as a result of the quality programs, employees felt better about their work and work environment. I recommend that each organization that uses or will be using a quality program regularly conduct surveys and/or discuss with all their employees the successes, failures, and obstacles that have been experienced. This should take place to ensure a feedback loop which is essential for the success of an effectively run organization. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.11803/3929 | |
| dc.language.iso | en | |
| dc.publisher.institution | John F. Kennedy University (JFKU) | |
| dc.subject | Psychology | |
| dc.title | Measuring progress of a quality improvement process | |
| dc.type | Thesis | |
| thesis.degree.discipline | Consulting Psychology | |
| thesis.degree.grantor | John F. Kennedy University (JFKU) | |
| thesis.degree.level | Masters |