Impacting Organizational Learning: The Training and Experiences of Quality Award Examiners and Assessors
Prof. V.K. Susil Kumar
Faculty and Manager – Placements
Institute for Technology and Management,
11/D 14, Fourth Main Road, SIPCOT IT Park,
Siruseri, Rajiv Gandhi Salai (OMR),
Pudupakkam Post, Chennai – 603103
The Training and Experiences of Quality Award Examiners and Assessors aim to show that developments in the quality award assessment process in organizations can make a contribution, within a wider framework of organizational learning. The underpinning theoretical argument is that quality award models and ...view middle of the document...
The quality awards process depends upon the support of volunteer examiners or assessors. These volunteers are the life blood of such award structures (Russo, 2001). They provide 60-120 hours per annum of their time with the support of their organizations. Many volunteers are there to learn about the process as their organizations use it for self- assessment or because they are going to enter an award and want to learn how to approach writing a rigorous submission document.
However, many also volunteer for what the training and experience can provide in terms of both extrinsic and intrinsic value. Many organizations are also aware of the benefits to their employees of acting as an assessor or examiner on such an award process. For example, ``Award criteria can be used to train and motivate individuals to follow best practices, striving to become leaders in their field or key figures in the world of quality’’ (Hagen, 2000, p. 33).
Wider benefits such as management development and organizational learning can be obtained. However, little has been made of these benefits that the quality awards process offers for management development and learning in organizations. Self-assessment improves not only operational processes but also managerial and strategic processes. The ultimate aim of self-assessment is to identify areas for improvement and initiate action to incorporate these changes while being strategically aware of the business environment and becoming more proactive in regard to that environment. In this regard self-assessment has an impact on organizational learning particularly that of double loop learning.
The aim of this paper is to show that developments in the quality award assessment process in organizations can make a contribution, within a wider framework of organizational learning. The under-pinning theoretical argument is that quality award models and associated organizational assessment processes can be used to achieve much wider benefits, than that of quality per se. The first section of the paper discusses the quality award assessment process followed by a description of the research methodology and finally a discussion of the wider organizational learning benefits of applying the process in organizations.
The Quality Award and Assessment Process
Quality award volunteers are selected on the basis of experience, qualifications and expertise, not necessarily limited to quality management. A broad spectrum of knowledge and backgrounds are encouraged so that assessment teams can have a range of perspectives and professions. This multi professional approach ensures that teams can consist of at least one financial expert and one expert in the field of the organization to be assessed. The team leader will be an experienced assessor having participated in an assessment team in previous years and is expert in the specific award model and criteria being applied. The other members of the team will consist of professionals...