A72.
Lehr, J. & Rice, R.E. (2001). Motivation, organizational
identification,
and experiences of the quality examiner. Quality Management Journal,
9(1),
63-90.
This article analyzes factors influencing organizational members’
decisions to become Quality Examiners, and evaluations of their
experience.
Basic motivational needs, organizational identification, and
demographic
measures were the primary conceptual factors used in this study.
Survey responses from examiners of Johnson & Johnson's Signature of
Quality process and other employees showed that (1) personal
motivations
for participating as an examiner were predominately self-actualization
and belongingness, with some pragmatic emphasis on improving quality in
one's home organization or unit, (2) people underestimated the amount
of
time and energy required, the value, and the comprehensiveness of the
experience,
(3) the best aspects of training included hands-on experience,
excellence
criteria, case study, and learning from other examiners, and (4) the
best
aspects of the examiner process were interactions with other examiners
and the applicant company employees. The only aspects significantly
associated
with higher organizational identification were more years working with
the organization and a greater perception of the usefulness of the
process
for improving businesses. The article suggests implications for
recruiting
and training examiners, and the underlying causal role of
organizational
identification.
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