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Managing People, 2nd Edition by Andrew Thompson, Michael Riley

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6   Commitment, jobsatisfaction andempowerment

A concern for quality needs employee commitment

The moment an organization adopts a policy which emphasizes quality then it has to rethink its approach to motivation. In a service industry where customers are dealt with face to face there can be no question of high quality coexisting with high levels of labour turnover. Even when there is an efficient training function, the constant appearance of new faces prevents a degree of continuity taking root. Such continuity is essential to good quality service.

It is a concern for quality that has refocused the perspective from ‘the problems and benefits of high labour turnover’ towards the idea of employee commitment. In other words, emphasis is now on ...

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