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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