Granite Rock Company: Achieving Quality through Employees


Granite Rock Company: Achieving Quality through Employees















Granite Rock Company: Achieving Quality through Employees


Question 1

CEO Bruce Woolpert feels that good communication with the customers entails the employees knowing exactly what they mean. The company’s deteriorating customer satisfaction is a result of its employees not being able to meet the customers’ level of satisfaction. He says that a ‘yes’ from an employee should be justifiable and proven with valid reasons. In order for the company philosophy on customer focus to be a success, the employees must be trained to deliver quality.

Granite Rock Company is committed to offer its services in uncompromising integrity and honesty. It values its customers and each day they device ways to keep the customer happy and satisfied. When some employees do not know what has been promised to the customer, the services of the company go down. Consequently, it leads to variability and customers shift to the other companies. For these reasons, the company is in the front line to ensure all employees are trained on their delivery charter. Quality management is the foundation of success in a company. Granite rock Company, in its effort to curb this situation of employees not knowing how to treat the customers, has tried to enforce its management by adopting training programs. Good and quality management can help boost customer satisfaction

Question 2

The Granite Rock human resource management team has come up with initiatives of boosting its consumer satisfaction. The company focus on HR management was stressed through employee training. As a result, an aggressive training program was implemented involving classroom time and job training for the firm employees. The program Individual Personal Development Plan (IPDP) was initiated to enable each employee own the training program. As the program develops, the company learns that some employees do not know how to read and write. They have come up with a reading program to improve some employee reading skills. Another component is achieving the customer trust. To achieve this they train the employees on statistical process control, root cause analysis and other great competencies.

The company goes ahead to build an atmosphere of trust between the employee and its management team. The company has done away with the performance appraisal that was done conventionally. It has incorporated performance appraisal into each employee IPDP. Another component implemented is each employee meeting with his supervisor once a year and setting career development goals, discussing job responsibilities, skills and accomplishments.

The named components boost quality management. Firstly, employee training is an in-built activity and the company with a skilled workforce will be able to deliver efficiently. Secondly, letting each employee own the IPDP is a great step as it results in personal obligations. Thirdly, the reading campaign will enable the customers deal effectively with literate employees. Fourthly, training the employees on statistical processes will enable the company to boost product reliability and process variability. Fifth, building on trust will make the employees believe more in the company. Finally, incorporating performance appraisal with the IPDP program boosts the employee skill of workmanship and better job performance.

Question 3

Employee dedication and determination describes a company. Granite Rock Company has taken employee empowerment as its focal point in achieving quality initiatives. What the company achieves because of empowering employees is a team that is trustworthy, motivated and have a feeling of owning the company. The employees who feel like owners are able to work and meet the company philosophy. HR management support forms the backbone of the company, as good customer relations are established, better services are offered and all these results in customer trust. The Granite Rock Company has been named the best 100 company to work for and all this has been achieved by the committed employees, who will stop at nothing to achieve the quality initiatives.



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