Quality in Practice: Using the Balanced Scorecard at the USPS Jessica Casado BSOP 588 - Managing

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Quality in Practice: Using the Balanced Scorecard at the USPS
Jessica Casado
BSOP 588 - Managing Quality
February 11, 2014
Professor Richard Sheng

Since the beginning of time, companies are striving and working very hard, under a lot of stress, in order to survive and overcome the challenges they face day in and day out. For Managers, it can become even more challenging to execute tasks or make the most effective decisions for their teams as the competition increases. It requires the development of excellent business strategies and effective operations to deliver exceptional products and services. An original framework created by Drs. Robert Kaplan (Harvard Business School) and David Norton has helped managers and
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The United Sates Postal Service is one large organization that has applied this approach. The USPS strategies are exemplified in the Voice of the Employee: “The VOE includes improving workplace safety; enhancing the workplace environment; leveraging diversity; enhancing employee skills; aligning human resources systems with organizational requirements; establishing an incentive compensation plan; performance management; and improvement of labor/management relations”. The company’s mission is executed by the Voice of the Employee. The Voice of the Employee makes employees accountable and forces them to take responsibility to develop and improve the organization. It is also important to note that employee satisfaction is directly linked to business performance. Employees will perform better when they are satisfied by their employer. Furthermore, employees contribute to improved internal processes and the success of the organization. For examples,

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