Linking Employees to Customers: Employee Involvement and Quality Mapping

Employee involvement and connecting employees to customers have both been acknowledged as important components of any service quality improvement program. In practice, though, many quality efforts fail. Quality mapping, a variation on service mapping and an innovative human resource management process, is proposed as a practical methodology to facilitate the involvement of employees in service delivery management and to link employees to customers and to business strategy. It requires changes to the traditional roles of both HRM and marketing.