Coaching as a tool for improving QMS implementation – a case study in a shared service center in Romania

Abstract

This paper investigates the role of coaching in driving performance improvement during the implementation of quality management systems (QMS) in a Romanian shared service center. Utilizing a qualitative approach, the study aims to answer three key questions: Could overall project implementation be improved by using coaching techniques? Can coaching techniques enhance overall project implementation? Was coaching a relevant tool for the core project team? And could coaching methods be used to support the development of a quality culture? The findings demonstrate that organizational coaching played a crucial role in enhancing employee engagement, designing solutions, and fostering a culture of continuous improvement. Coaching interventions facilitated the overcoming of resistance to change, clarification of roles and responsibilities, and development of necessary skills. Leadership endorsement and a structured coaching framework were identified as important factors for achieving success. The current research contributes to the existing literature on coaching for performance improvement in QMS implementation, specifically in shared service centers. It offers practical insights for organizations aiming to implement QMS effectively and leverage coaching as a tool for driving performance improvement. The study emphasizes the need for tailored coaching approaches in alignment with the organizational and cultural context.

Keywords

• coaching
• performance improvement
• quality management systems
• shared service center
• romania