Motivation, Organizational Identification, and Experiences of the Quality Examiner

Abstract

This article analyzes factors that influence a person's decision to become a quality examiner. Basic motivational needs, organizational identification, and demographic measures were the primary conceptual factors used in this study. Survey responses from examiners of Johnson & Johnson's Signature of Quality process and other employees showed that 1) personal motivations for becoming an examiner were predominately self-actualization and belongingness, with some pragmatic emphasis on improving quality in one's organization or unit, 2) people underestimated the amount of time and energy required, and the value, and comprehensiveness of the experience, 3) the best aspects of training included hands-on experience, excellence criteria, case study, and learning from other examiners, and 4) the best aspects of the examiner process were interactions with other examiners and the applicant company employees. The only aspects significantly associated with higher organizational identification were more years working with the organization and a greater perception of the usefulness of the process for improving businesses. This article suggests implications for recruiting and training examiners, and the underlying causal role of organizational identification.

• motivation
• organizational identification
• quality examiner
• quality recruiting and training

Additional information

Notes on contributors

Jennifer K. Lehr

Jennifer Lehr is assistant professor of communication studies, Department of English, Communication, and Philosophy, at Fairleigh Dickinson University in Madison, N. J. She is the coauthor of Excellence in Higher Education: A Guide to Organizational Self-Assessment, Strategic Planning and improvement with Dr. Brent Ruben (Kendall-Hunt, 1997). She has presented numerous conference papers to local, national, and international communication and management association audiences. Lehr's dissertation research considers the role that measurement plays as a form of communication within the organization. Other research interests include: total quality management, organizational learning, and the role of communication in customer service. She has served as an examiner for the New Jersey Quality Achievement Award (now called the Governor's Award for Performance Excellence) and is first vice-president of the New Jersey Communication Association.

Lehr has a doctorate from Rutgers University. She can be reached at Farleigh Dickinson University, 285 Madison Ave., M-MS3–01, Madison, N. J. 07940, or by e-mail at [email protected].

Ronald E. Rice

Ronald E. Rice is professor and chair, Deportment of Communication, School of Communication, Information and Library Studies, at Rutgers University. He has coauthored or co-edited The Internet and Health Communication (2001); Social Consequences of internet Use: Access, Involvement, and Interaction (2001); Public Communication Campaigns (1st ed: 1981; 2nd ed: 1989; 3rd ed: 2001); The New Media: Communication, Research and Technology (1984); Managing Organizational Innovation (1987); and Research Methods and the New Media (1988). He has conducted research and published widely in communication science, public communication campaigns, computer-mediated communication systems, methodology, organizational and management theory, information systems, information science and bibliometrics, and social networks.

Rice has a doctorate from Stanford University. He can be reached at [email protected].