Employees as Customers Judging Quality: A Quality Focus for Enhancing Employee Assessment

This paper argues that employees have the ability to assess quality in ways external customers cannot do. It also argues that quality assessment needs to be an additional form of employee assessment from that of employee satisfaction or organizational climate initiatives. Several organizational climate surveys from Association of Research Libraries were gathered and analyzed for words and phrases identified as associated with quality assessment. A content analysis of the items in these surveys was performed to accomplish this task. Conclusions were made based on this analysis. Though there was no consistent focus on quality identified, each of the organizational climate surveys examined included some measures of quality. Quality issues in these surveys included work load issues and alignment with library vision and mission.