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Rewarding Quality and Innovation: Awards, Charters, and International Standards as Catalysts for Change

机译：奖励质量和创新：奖项，宪章和国际标准是推动变革的催化剂

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摘要

In the competitive, downsized, and mission-driven global service economy of the early 21st century, all organizations search for models to encourage innovation, measure performance, and raise customer service quality standards. Competition for an award can be a cost effective strategy to identify processes needing improvement, conduct self-assessments, receive objective feedback, and motivate employees to meet higher performance goals. Numerous international, federal, state, local, regional, and private award programs now use similar criteria and methodology to recognize and transfer information about the most effective processes, methods, systems, and results. Awards can advance knowledge about management and organizational learning theory, standardize processes, and assist public, private, and non-profit sector managers in determining which strategies are best suited for their organizations. This paper describes various quality award programs worldwide and reports the preliminary results of an empirical study analyzing the impact of awards on improving service quality in the United States (Survey, 2002).
机译：在21世纪初竞争激烈，规模缩小，使命驱动的全球服务经济中，所有组织都在寻找模型来鼓励创新，衡量绩效并提高客户服务质量标准。竞争奖项可以是一种具有成本效益的策略，可以识别需要改进的流程，进行自我评估，获得客观反馈并激励员工实现更高的绩效目标。现在，许多国际，联邦，州，地方，区域和私人奖励计划都使用类似的标准和方法来识别和传输有关最有效的过程，方法，系统和结果的信息。奖项可以提高有关管理和组织学习理论的知识，规范流程，并帮助公共，私营和非营利部门的经理确定最适合其组织的策略。本文介绍了全球范围内的各种质量奖励计划，并报告了一项实证研究的初步结果，该研究分析了奖励对改善美国服务质量的影响（Survey，2002）。

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