Page 0061

Page 60 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Employees motivation, training, customer

feedback mechanisms, empowerment, removal

of internal roadblocks, clear communications,

employee feedback, and quality improvement

teams are all standard processes at AT&T. It is

with these tools and practices that AT&T is

able to carry out its quality goals and objectives

to be perceived one of the very best at quality

service.

AVIS

Avis provides an ideal example of a firm

where the employee plays the key role in all

aspects of the product-service offering.

When Avis formed an ESOP (Employee Stock

Ownership Plan), they gave their employees a

share in the ownership of the company. Thus, their employees have the ultimate motivation.

They own the company, so they do "try

harder."

Avis also established a program called "EPGs"

which stands for "employee participation

groups." The EPGs are charged with providing

a flow of information through all levels of the

organization. The information contains improvement

suggestions, efficiency and cost

concepts. The meetings are held monthly at

over 80 locations.

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