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Related Experiment Videos

Teamwork boosts quality at Wallace.

S Overman

    Hrmagazine : on Human Resource Management
    |April 9, 1991
    PubMed
    Summary
    This summary is machine-generated.

    Facing an oil industry slump, Wallace Co. prioritized long-term quality improvement. This strategic shift, emphasizing training and customer service, led to winning the Baldrige Award in 1990.

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    Area of Science:

    • Business Management
    • Organizational Strategy
    • Quality Improvement

    Background:

    • The Wallace Company experienced significant challenges during the mid-1980s oil industry slump.
    • This economic downturn necessitated a strategic re-evaluation of the company's operational focus.

    Purpose of the Study:

    • To examine the strategic shift undertaken by Wallace Co. in response to industry challenges.
    • To analyze the impact of focusing on long-term quality improvement, training, and customer service.

    Main Methods:

    • Qualitative analysis of Wallace Co.'s business strategy during the mid-1980s.
    • Review of the company's initiatives in employee training and customer service enhancement.

    Main Results:

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  • The company successfully transitioned from its previous operational model.
  • A dedicated focus on quality improvement, training, and customer service was implemented.
  • Wallace Co. was awarded the Baldrige Award in 1990, signifying excellence in these areas.

    • Conclusions:

    • Strategic adaptation and a commitment to quality are crucial for business resilience.
    • Investment in employee training and customer service can lead to significant organizational recognition and success.