Here`s an item from the do-as-I-say, not-as-I-do file. Not surprisingly, most executives heartily agree that employees need to share responsibility for quality and customer satisfaction. But, perhaps also not surprising, only a quarter of the nation`s biggest businesses have systems in place to involve employees in those issues, or even pass along customer complaints.
That`s the conclusion of Organizational Dynamics Inc., a Massachusetts consulting and training firm that surveyed 105 of the Fortune 500 industrial and service companies.
”Most employees remain on the sidelines of quality improvement,” said George H. Labovitz, president of Organizational Dynamics. ”And companies are still reluctant to share what customers are saying with the very people they`re depending on to meet customer needs.”
