The impact of quality circles on employees of the new accounts department of Merrill Lynch, 1989

Jones, Tanya M.

1989-05-01

1980-1989

The primary intent of this degree paper is to examine the impact of Quality Circles on employees of the New Accounts Department of Merrill Lynch in Atlanta. This study is significant because participative management is enhanced through Quality Circles, which brings about a new style of management in organizations to improve quality of service to customers and quality of work life to employees. The findings of the study showed that Quality Circles have had a positive impact on the employees in the New Accounts Department by enabling them to have more say about their jobs. Quality Circles have heightened the employees' morale by allowing them to participate in decision making and problem solving in their work areas. Quality Circles have offered the opportunity to do interesting and meaningful work, which in turn gives the employees satisfaction in their jobs. Also, relationships among supervisors and employees, as well as employees and co-workers improved through Quality Circles as a result of their being able to communicate and share ideas with each other in Quality Circles. The main source of information for this study was surveys administered to twenty-seven (27) employees in the New Accounts Department; (twenty of these responded to the surveys). A variety of secondary data was obtained from books, journals, and articles.

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application/pdf

thesis

Master of Public Administration (MPA)

Atlanta University

Department of Public Administration

Clark Atlanta University

Georgia--Atlanta

http://hdl.handle.net/20.500.12322/cau.td:1989_jones_tanya_m

https://rightsstatements.org/page/InC-EDU/1.0/