People are aware of QIP with teams being formed to identify and recommend improvements. However, there is some uneasiness about the motives behind the change process and possible consequences. Customer focus recognition of the need for effective service and necessary skills. Insufficient funds to maintain services and maintenance to the acceptable standards. Vague about duties except for duty statements.
Complaints initiate response.
People are unaware of QIP or of the need to change. Staff just directed. No recognition of skills. Little pride in job and control over work. Unaware of the need to either increase funds or the efficiency of the staff to meet customer needs.