Title: Quality in R&D: Putting TQM into the Performance Review Process
Abstract: OVERVIEW:Olin R&D's performance management process (PMP) introduces the concepts of total quality management into its performance appraisal and career development system. PMP is employee-driven, with clear focus on meeting customer expectations. The employee is responsible for customer satisfaction, which forms the basis for the entire process. The supervisor/boss evolves into a coach/mentor who actively assists the employee in meeting customers' expectations consistent with the overall goals of the organization. The customer ultimately determines whether expectations were met or not met, and these are the only two ratings used in the process. Raises and promotions are linked directly to the documented performance against customer agreed-upon expectations. The traditional performance appraisal meeting becomes a “strategy session” in which the employee and the supervisor decide on the best path to customer satisfaction and personal development. The result is a new philosophy of appraising performance and developing people.
Publication Year: 1992
Publication Date: 1992-09-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 13
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