Unit 2 Discussion

docx

School

Park University *

*We aren’t endorsed by this school

Course

422

Subject

Management

Date

Apr 3, 2024

Type

docx

Pages

Uploaded by Dimples24281711

Discussion Topic Access the Malcolm Baldrige Awards Website . Links to an external site. Read some of the profiles and awards for background knowledge before responding to the questions below. 1. Would the organization that you currently work for or one that you worked for in the past be a good candidate for consideration in receiving the Malcolm Baldrige National Quality Awards? Yes. My past employer, HSG, in Los Angeles, CA. would be a good candidate for this award. Why or why not based on the 5 key areas? o Product and process outcomes – The level of services provided to the clients exceeded in product offered (professional, residential and many other services for maintaining properties physical appearance, interior and exterior) and the outcome of the services provided. The product outcome was main source of high rise buildings receiving awards for their maintenance and appreciation from their residents. The owner also took part in creating OSHA laws for high rise window cleaning safety and procedures. The company is among the top 10 professional window cleaning companies in the United States. o Customer outcomes – Our, and I say our as I worked for HSG for 12 years, loved our customer service and account management process and procedures. The department I worked in was Scheduling/Client Services. There were three within this department, counting myself. I began managing the Orange County and Southern Ca. accounts. Small but still a nice amount of services. Within two years, I was managing the largest accounts within Los Angeles County and the handful of accounts in Northern California. At one time, when HSG did not have an assistant, I carried both positions of assistant and scheduling. Little did I know that assistant meant professional and personal businesses. I took on the role of managing the various properties that HSG had. Some of which I was not aware, so much so that HSG owned more than just this company. The level of trust HSG had in all his employees proved worthy for all employees to care for the customers as their own.

Some clients would refer us and included in their conversations would say they are with the company because their level of service to their properties was above excellent and more so because they receive the same level of professionalism from the account managers and office staff. o Workforce outcomes – HSG’s model of expectancy from his employees’ was that if they are happy, their level of service will be happy and make others happy. The employees were respected and cared for, the level of services they provided was professional and respectful to surroundings, residents, spaces, and rare to hear of a complaint from any of both sides. Many employees came to work for HSG as they too wanted the level of care and consideration that their friends and families that already worked there spoke of. The ability to grow and learn, the ability to earn commissions and receive special bonuses motivated all to do their best. It showed in the services provided and the feedback. o Leadership and governance outcomes – Leadership resulted from the owner providing all employees the ability to voice their feelings, thoughts, recommendations, ideas, and any other form of way to better the company or a service provided. Communication was a big positive and not one idea was frowned on even if it was not executed. It would be researched and attempted, and the person who recommended would not feel uncomfortable, but rather motivated, to try again or just “move on” if it did not work. They were given the positive feedback before the reasons why not. The level of trust between HSG and his employees exceeded so much that even the harshest of feedback was received with pride and the willingness to figure out a better way became a goal between all. o Financial and market outcomes – From day one the owner took ownership of the company, he was a company of one. He put his own money from earnings of being an EMT, and invested in the company which was bought from the original owner, who was older and ready to retire. They met after the original owner was treated by the current after a fall from the ladder, cleaning 3 rd floor windows. The now current owner, HSG, put his life savings into building the company. Paying for memberships into different organizations that work towards the improvement of the services being provided. HSG paid his way through organizations leading up to OSHA where he created many of the now current OSHA laws in high rise window cleaning

and building property maintenance. HSG invested his own to purchasing equipment and supplies. From 1981 to current year, HSG has grown from a one person company worth $820 to a $13 billion a year company and increasing. The areas serviced include those with high rise window cleaning needs, bird control maintenance, power pressure cleaning of surfaces including parking structures, high lift rentals, and many more. HSG took a company that focused on appearances of properties to the heart and created one of the top professional building services needs in the U.S. while still maintaining his small business status with a field crew of less than 200 and an office staff of seven. 2. How does the MBNQA relate to organizational development and change? It relates to organizational development and change in that gives recognition to companies that show quality, professionalism, growth and implementation of ideas that allow an organization to succeed to its full potential. 3. Answer the following questions to facilitate discussion with your classmates: o Select a recent MBNQA recipient winner whose selection made the biggest impression on you. Which organization was it? The biggest impression made of those available is Midway USA. Its vision, “to be the best-run business in America, and the most successful, most respected business in our industry, for the benefit of our Customers”, shows a lot. They want to be the best, successful, respected, and all for the benefit of the customers. However, in their vision, they use the word “our”. To me, this means they are working under one roof, together. o How was this MBNQA recipient able to get their organization and people to function better? They functioned better in that they all worked together. They have monthly and quarterly meetings and share the information within all employees. The senior leaders monitor the dashboards daily. They measure for department accountability, which tells me that the

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

department works together to keep their level of service up to par. They engage their employees, suppliers, and partners in their strategic planning process which allows all to provide feedback on the short and long term goals and what can be done to improve and meet the operation goals. The senior leaders also mentor employees who show the potential to become the next leaders within the company, meaning they provide their employees with the ability to become higher level seniors. o Provide one specific example, of items that you can transfer from the MBNQA recipients’ best practices to your present organization or one you were associated with in the past. You may have to visit the award winner’s organizational website to gather further information about the organization. Ensure the example is thoroughly explained. One specific example I would present to my current organization is the development of a Company Action Plans. This recipient’s senior leaders have developed a Company Action Plan and corrective action reports that ensure the company is aligned with its vision. This provides the organization’s employees to present innovative ideas and procedures that are analyzed and used to confirm they will help achieve goals. Just as my prior employer, HSG, this company gives employees the ability to act on ideas and be confident it will work enough so that the idea is used and majority of times, implemented within the organization. References: (2022, April 2). Malcolm Baldrige National Quality Award 2021 Award Recipient, Service . NIST. https://www.nist.gov/baldrige/midwayusa-2021 Potterfield, L. (1998, May 25). How It All Got Started . MidwayUSA. https://www.midwayusa.com/about-midwayusa/how-it-all-got-started (2024, January 18). MidwayUSA Celebrates Record Customer Satisfaction Rate . MidwayUSA. https://www.midwayusa.com/press-release/midwayusa- celebrates-record-customer-satisfaction-rate Hector S. Garcia, HSG, Inc. www.hsg-inc.com

Amanda Ibarra, Former HSG Employee Submission Guidelines To receive maximum credit for this assignment you must have:  Active Participation o I am looking for a lively and high-participation discussion of this unit's topic. o Outstanding evidence of learning will be demonstrated by answering the question and fully discussing, challenging, and enhancing the discussion by your fellow students.  Quality of Responses o Your answers should be thoughtful and thorough in content. o Two references are required. Your answers need to contain information from the textbook and information from outside the textbook.  Textbook: This could include Power Web, a website, or journal articles, short YouTube videos, etc.  External resource: This could include a scholarly or reputable internet resource. o Citation  Cite your sources in-text in APA style.  Provide the reference/s at the end of the discussion question.  If you have any questions about how to cite references, visit the Online Writing Lab (OWL) Links to an external site. https://owl.purdue.edu/  Quantity of Responses o Initial Post  Every student should answer the unit discussion questions individually.  Each initial answer should be at least 300 words in length o Response posts  Two reviews are required; respond to one or more classmates and complete one or more talking points by 11:59 p.m., Sunday CT  Each talking point or peer review should contain 100 words each. However, don't just count words. Quality of response is more important.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Unit 2 Discussion

Related Documents