For the past five years, a privately held company has maintained the highest market share in the industry, though competitors are now challenging its market leadership. A big reason for the company$$s success is the high quality of the items it produces. Company policies also stress that employees should act in accordance with the highest standards of professional and personal integrity, which is information included in all new$-$hire orientation procedures. The company$$s quality assurance department is responsible for ensuring that all materials, processes, and products meet the company$$s rigorous quality standards through continuous monitoring of operations and periodic audits. The quality assurance department also has the authority to delay any processes until any quality problems are resolved. The director of quality assurance is an engineer who is respected in the industry.

A quality control analyst asks the HR manager about transferring to another department. The analyst thinks that the skills of analysts are more respected in other departments. The analyst explains to the HR manager that on three occasions, the analyst pointed out higher than normal deviations from quality standards to the director of quality assurance. The director$$s response was that the average scores were still within acceptable limits$.$ When the analyst explained that some of those products would fail, the director said that the company could not afford costly delays at that time and that these issues were not concerns of the analyst.

Surprised by this request, the HR manager describes an opportunity for a promotion to senior quality control analyst in the quality assurance department. Despite the potential opportunity, the analyst insists on being transferred to another department. Shortly after the meeting with the analyst, the HR manager receives a call from the director of quality assurance. The director informs the HR manager that the director is aware of the meeting between the quality control analyst and the HR manager. A few days after this phone call, the HR manager receives a request from senior leadership to recommend policies and practices that will encourage employees to report unprofessional activities so that appropriate corrective actions may be taken. One proposal that the HR manager is considering is an anonymous telephone line for reporting observed unethical activities.

Which action is most important for the HR manager to help reinforce the quality standards in this organization?

Answers

Ask leadership to clarify acceptable deviations from quality standards.

Distribute a report containing historical variations in quality standards that led to costly delays.

Ensure that all units uniformly apply industry standards for quality assurance.

Update guidelines for reporting behaviors that deviate from standards.