Quality Progress - May 2014 - (Page 52)

CAREER CORNER BY ROSEMARIE CHRISTOPHER Knowledge at Work Unleashing the power of knowledge workers KNOWLEDGE WORKERS want to make tional structure ended with the Industrial the right person for the right job. Be a difference. Making a difference usually Age. The knowledge worker originated strategic and have a plan and communi- requires some degree of collaboration. It's from the Information Age. Today, there are cate it well. easy to facilitate collaboration among col- four generations of knowledge workers in leagues when there are common attitudes the workplace. The flatter the organization and values driving the conversation. A is, the more horizontal the information shared understanding that service quality flow. Junior document control profession- is the main objective-no matter the posi- als are as important as the chief quality tion held in the project or organization-is officer in realizing the shared goal of con- built on trust, integrity, ethics and the foundation for success. sistently delighting internal and external collaboration. High degrees of trust customers. are integral to smooth operations and Service quality is defined as "a measure of how well the service level delivered There are numerous ways that knowl- * Mentor and reverse mentor. Train others and be trainable. * Motivate yourself and others. Commit to making a difference. * Build bonds with colleagues that are projects. For quality professionals, delivering matches customer expectations."1 It's edge workers can apply influential leader- challenging to remember that delivering ship principles and practices in their work high-quality products or services that on service quality means meeting require- to create stronger collaboration and better consistently satisfy internal and external ments of all internal and external custom- quality: customers is ideal. In this new economy, ers on a consistent basis. We may forget * Realize that all employees are in it project-by-project employment is becoming that each collaborator in the organization together and are dependent on, and ac- the norm rather than the exception. For the is also a customer. Is this because we tend countable to, one another. full-time employee, continued employment to view internal and external customers * Appreciate differences in work styles. is a chance to influence the direction of a through different lenses? Are assumptions Knowledge workers from different department, division or organization. For and demands regarding stakeholders aris- generations, functions, ethnicities and the consultant, referrals to new clients or ing from outdated work models? socioeconomic backgrounds bring extensions of existing contracts provide rich insight to the workplace. Cultural satisfaction and security. In both instances, sensitivity requires a focus on shared knowledge workers can make a real differ- Directive leadership that is characteristic of the command-and-control organiza- attitudes, standards and ence and garner meaningful engagement values rather than differ- and fulfillment. QP ences. * Develop the ability to actively listen. Understanding the views of REFERENCE 1. Robert C. Lewis and Bernard H. Booms, "The Marketing Aspects of Service Quality," Emerging Perspectives on Services Marketing, American Marketing Association, 1983, pp. 99-107. others leads to better results. Participants can agree around the central goal-delivering consistently on quality. * Understand that tension and conflicting views are not all bad or good. Everyone has a brain and wants to use it. * Demonstrate you're 52 QP * www.qualityprogress.com ROSEMARIE CHRISTOPHER is an organizational communications consultant and the president and CEO of MEIRxRS, a family of science, technology, engineering and math recruitment and staffing organizations in Glendale, CA. Christopher also consults organizations on effective communication within their workforce. She has a master's degree in communication management from the University of Southern California in Los Angeles. Christopher is an ASQ member and chair of the ASQ Food, Drug and Cosmetic Division. http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - May 2014

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
Catching Fire
Making the Rounds
Plan of Attack
Virtual Voices
Innovation Imperative
Measure for Measure
Quality in the First Person
Career Corner
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea

Quality Progress - May 2014

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