Employee interactions

Three elements deal with alignment. Leadership addresses how well all leaders, not just the CEO or members of the senior management team, approach their responsibility to inspire and shape the actions of others, set the appropriate tone for execution, and ensure that the company pays sufficient attention to development and renewal. Direction is management s articulation of where the company is heading and how it will get there. Environment and values help foster a shared understanding of the company s core values and shape the quality of employee interactions. 

Employees interacting with consumers with more warmth and enthusiasm... 

Approaches to service quality that apply to the structure dimension can be subsumed under the heading resource concepts. These include, most importantly, human resources concepts (especially quahfication concepts), as well as the infrastructure necessary to deliver the service and service-support tools in the form of suitable information and communication technologies. The analysis of customer-employee interaction is crucial to enable appropriate recruiting and qualification of the employees who are to deliver the service. 

ENCOURAGE—Companies should encourage the attainment of diversity by all managers, supervisors, and employees, and structure their business practices and reward systems to reinforce those corporate objectives. Link pay and performance not only for technical competencies, but also for how employees interact, support, and respect each other. 

This presentation also requires employee interaction by posing periodic questions during the lesson. The employee must successfully answer the question for the training pro-, gram to continue. Demonstration of mastery of each section is required for the program to progress to the next section. Successful completion of the test is recorded, and certification is documented by the computer. 

Production Priorities—Important machine and equipment problems, such as machine guarding defects, electrical system corrections, and other repairs, are postponed to keep production going. Focus on safety is not clearly stressed in employee interactions and site communications. 

Next, consider employees in categories that describe their interaction with the PSM system. For example, engineering staff (along with R D and business unit staff) need to understand the requirements of the capital project review system. Training on these interactions can complement the "universal" modules. 

Regardless of the approach your company selects, what s important is the assurance that contract personnel, by whatever means, are as conversant as your own employees with those aspects of your PSM system with which they interact. For this reason, you may wish to consider meeting with your key contractors to discuss the system and how it may affect their persoimel. As part of this discussion, you will want to review whatever training the contractor provides to determine if it meets your needs and is appropriate for the PSM system. If the system requires additional contractor training, you can then work out (either as a global policy or on a case-by-case basis) how best to provide it. 

Hazards may also result from the interaction between company employees and the work environment these are called "ergonomic" hazards. If the physical, psychological, or environmental demands on workers exceed their capabilities, an ergonomic hazard exists. These hazards, in themselves may lead to fiirther major incidents when the individual cannot perform properly under stress during critical periods of plant... 

As a real-world example, if you describe what it means to be a parent, you re talking largely about your interactions with your children and the effects you have on one another. When you describe what it means to be an employee, that s a different role with a different set of interactions with an object described in different terms. But although the collaborations can be described separately, the fact is that every object usually plays a role in several collaborations perhaps you are both a parent and an employee. Each object conforms to the spec of its roles in the various collaborations it takes part in. 

The behaviour of the individual actors in the chain is in turn affected by both internal and external structures and factors. For example employers, employees, purchasing departments for substance input and waste management for output as well as the various specialised divisions in companies using chemical products thus pursue entirely different interests and strategies. A central concern of the SubChem project was how the interaction of all actors inside and outside the supply chain can accelerate or hamper innovations. 

In the same way that the medical profession has recognized the need to provide its members with guidance on their relationship with the pharmaceutical industry, the pharmaceutical industry has realized that its employees need guidance as well. The industry is concerned that its employees may sully the pharmaceutical industry s reputation. The industry does not want their interactions with healthcare professionals to be perceived as inappropriate by patients or the public at large (PhRMA 2002). In order to avoid being overrun with the detailed nature of voluntary codes at the level of national associations, it is perhaps most instructive to start with the general principles contained in the IFPMA Code of Pharmaceutical Marketing Practices (IFPMA 2000). 

Honesty Both physicians and employees of pharmaceutical companies should be considered to have a duty to resolve any conflicts of interest arising from their interaction in a way that protects the public interest. 

Given the complex nature of many commercial work environments, as well as the reciprocal interactions between employers and employees, factors associated with the development and implementation of performance impairment test systems in commercial environments become equally complex. In addition to the selection of test systems that are reliable and valid indicators of performance impairment, it is equally important to consider issues associated with worker acceptance of the testing system, time associated with the test, and the economic implications of use and non-use of impairment test systems. Substantial research into the use of impairment testing systems has been conducted over the past decade however, the vast majority of this work is available only in company reports and/or technical monographs with few exceptions (e.g., Delta), little information is available in peer-reviewed scientific publications. 

The advantages of the dedicated Validation Program Coordinators are that employees in such a group are totally dedicated to (and responsible for) the computer validation effort. Interaction with production and quality assurance scheduling is important and must be taken into consideration. 

Managers are essential in creating the culture, which influences interactions among coworkers and relationships with patients (Fjortoft, 2006). An unhealthy climate can hinder employee productivity and ultimately affect the overall effectiveness of the organization. 

Pharmacy organizations need to exercise great care in recruitment and placement because each employee represents the organization and the profession. All employees who interact with customers help to determine the image they have of your organization. In fact, pharmacy clerks, technicians, and pharmacists are more likely to determine a pharmacy s image than any advertising or promotional events (Holdford, 2003). 

Practice management-by-walking-around (MBWA). This management approach consists of getting out the office or from behind the desk and interacting with employees. It is hard to provide feedback to individuals without frequent personal contact. 

Poor Does not interact well with customers, who frequently complain about the employee employee instigates conflict with customers... 

Excellent Has managed to develop a bond with customers, who anticipate coming to the pharmacy and interacting with this employee is innovative in creating... 

The critical point in services is the service encounter. The service encounter is the interaction between the service organization, the service provider, and the customer. It is the familiar scene in the pharmacy where the patient drops off and picks up the prescription, as well as being counseled. This interaction has been termed the moment of truth in services (Norman, 1984, pp. 8—9). The rise and fall of huge corporations, as well as individual employees bonuses, can hinge on management of this brief interaction. 

Service is a full-contact sport. It is people interacting with people in what has been termed a moment of truth. Because what happens in that moment of truth cannot be scripted or controlled, the secret to a successful service encounter is an employee empowered to meet the idiosyncratic needs of the consumer. Empowering employees to deliver superior service requires that the organization share with front-line employees... 

---