This series will give background information and examples for the questions you will see on the upcoming Gallup Employee Engagement Survey.

Q9:  My associates or fellow employees are committed to doing quality work.

When asked, "Are you committed to quality?" we all answer yes. This reflects our natural, human tendency to think highly of the work we produce. But when we answer the Q9 item- My associates or fellow employees are committed to doing quality work, the answers are more varied.  We want our coworkers to share the same level of commitment to quality.

Often, the definition of quality sets the tone. If quality is defined as the absence of defects or mistakes, we indirectly encourage employees to cover up mistakes or problems quickly, without drawing attention to them.

Good leaders realize that human beings make mistakes and can learn from correcting them. In these workplaces, quality is defined as the process of recognizing and solving problems. They see quality issues as challenges to improve their product or service and, thus, to increase positive customer outcomes.

A problem can also bring out a greater sense of teamwork. Employees who are committed to doing quality work know that a problem can strengthen a team. They use the power of the team not only to overcome the crisis, but to correct the process to avoid future problems. Interestingly, some of the most productive teamwork is observed during these times of crisis.

The excellence and the spirit of teamwork that emerge from effective problem solving are the stuff of great workplaces.