A company president and the vice president of operations congratulate the quality on the outstanding...

When the company president and the vice president of operations congratulate the quality manager on the outstanding increase in customer satisfaction, it is essential to acknowledge their praise. However, the quality manager should also recognize the collective effort of all employees in achieving this success. By suggesting that they praise the employees directly, the quality manager reinforces the importance of teamwork and shared responsibility. It encourages a positive organizational culture where individual contributions are recognized and celebrated. Reminding them that more work needs to be done or cautioning them about a singular focus on customer satisfaction may not be the most constructive response in this context1.

References: 1: The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition, Sandra L. Furterer and Douglas C. Wood, ASQ Quality Press, 2021.