AAcase

casestudy
studyon
onWhite
WhiteRock
RockCompany
Company
Quality
Qualitythrough
throughEmployee
Employee

Presented by
Akash Bilal Omar

Omodara Sulaimon Adebayo

Introduction

White Rock is a US -based mining and construction company

founded in 1900.
The company experience decline in customer satisfaction.
Focus was placed on Customer satisfaction for improvement.
Need to learn more about their customers.
Teach the require skills and give necessary trainings to their
employees
 Planand
Plan andinitiatives.
initiatives.

The first step taken was training their employee through focusing
on HR Management.
CEO (Bruce Woolpert) thought you cant have employees out
telling customers yes unless everyone else in the company
knows how to follow up on yes.
Individual Personal Development Plan (IPDP) was created to help
each employee take responsibility for his or her own training
program.
 Planand
Plan and
initiatives.
initiatives.
On-the-job training and classroom time for the majority of the
firms employees.
Reading program to improve reading skills.
Statistical process control, root-cause analysis, and other quality-
minded competencies were taught to many employees to reduce
process variability and increase product reliability.
Each employee meets with his or her supervisor to discuss job
responsibilities, review accomplishments, assess skills, and set
skill and career development goals.
Pros and Cons

All the trainings and procedures cost the company $1600 on each
employee (10x)
This quality processes foster effective empowerment and teamwork
because an atmosphere of trust was initiated.
The overall participation in the program was 83% but not made
mandatory.
White rock company Malcolm Baldrige Award and one of Fortune
magazines best 100 companies to work for, is aggressively pursuing its
quality initiatives, with the cooperation of its 700 employees.
1. Rather than focusing on human resource management (HRM) as a means of supporting its
quality initiatives, White Rock could have chosen another area as its focal point (e.g.,
marketing, operations, information systems, and so on). How does a focus on HRM support
a companys quality initiatives?

- Investing in HRM can lead to positive outcomes to the

organization.

- Investing in other areas might lead to increased profit.

- It is recommended that White Rock invests in different areas

wisely, not only HRM.
Benefits of Employee Training

Reduced
Turnover

Less Increased
Supervisio Productivi
n
Traini ty

ng
Replacem
Fewer
ent of
Accidents
Recruiting
2. Discuss the different components of White Rocks HRM initiatives. How can each of these
components support the companys quality efforts?

First initiative: on-the-job training and classroom time for the majority of the
firms employee, this initiative improves both theoretical and practical
knowledge of the employees.

Second initiative: the IPDP (Individual Personal Development Program) was

created to help each employee take responsibility for his or her own training
program.
 Third initiative: reading program that helped a number of White Rocks
employees improve their reading skills.

Fourth initiative: statistical process control, root-cause analysis, and other

quality-minded competencies to reduce process variability and increase
product reliability.
3. Discuss CEO Woolperts feelings about communication with the customers (paragraph 2) What
happens when others in the company dont know what has been promised to the customer? How can
quality management help to overcome this situation?

you cant have employees out telling customers yes unless

everyone else in the company knows how to follow up on yes.
As a result- CEO of the company.

Communicating effectively with customers leads to the following benefits:

Clear Understanding.
Good Impression About The Company.
Gaining Customers Trust.