Research has exposed a gap in satisfaction and expectation between management, employees, suppliers, customers and society. To bridge the gap, total quality management experts suggested various techniques. The author suggested closing the gap between needs and expectations of employees and those of their leaders. To survive in a dynamic environment, leaders must learn to meet the needs and expectations of their employees who can, in turn, meet customers’ needs. This research aims to provide organizations with a technique known as “motivation audit.” It is an approach to uncover and learn to understand the underlying significant needs and expectations of employees. In order to direct the whole organization toward continuous product and process improvement, the leaders must be aware of the underlying factors that motivate their employees. Otherwise, tangible benefits may take a considerable time to surface in spite of the commitment of management to train essential management and staff.
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