Read the Case Study in chapter eight in the text Page 402-404: ââ?¬Å"Quality in Practice: Using the Balanced Scorecard at the USPSââ?¬Â?. In a 2-3 page paper, respond to the ââ?¬Å"Key issues for discussionââ?¬Â? questions on page 404. Also, note what are some of the advantages and disadvantages of using a Balanced Scorecard approach. Please remember to provide your supporting sources.
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QUESTIONS FOR ESSAY
1. Explain how the Voice of the Employee supports improved internal process (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).
The Voice of the Employee supports improved internal process. The voice of the employee begins with providing a safe and secure workplace. These measures have been taken up because there have been violence and poor employee relations. Now the voice of business has been focused on breakthrough productive initiative and the third area namely the voice of the customer is focused on providing timely reliable delivery. In case of the US Postal Services, the objectives of the Voice of the Employee are such that they lead to improved productivity and revenues. So, the Voice of the Employee supports the Voice of the Business. At the same time the Voice of the Business supports the Voice of the Customer because better productivity leads to more timely and accurate deliveries. The delivery measurement systems measured the performance of the Voice of the Customers.
The balanced scorecard system has some distinct advantages that make it suitable for improving ...
Managing Quality is discussed in great detail in this solution.