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When it's About Lasting Change ... Process Improvement is Almost Always the Last Option!

Summary: A case study describes the experiences of an organization that implemented the Shared Values Process (r). The Shared Values Process/Operating System provides the instructional tools and facilitation needed to make every member of an operation both accountable and responsible. Managers serve as champions, coaches, resources providers, and financial stewards to front-line workers. Executives allow employees to challenge anything that blocks the TransAction and provide an environment that is safe to express differing opinions and new ideas.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Accountability,Case study,Customer focus,Employee involvement (EI),Employee ownership,Facilitation,Incentive systems,Management styles,Values
  • Author: Brandon, Joelyn
  • Journal: Journal for Quality and Participation