Teamwork: Third Key to Building Quality
In previous articles the first two keys of building Quality were
discussed: a Continuous Improvement philosophy and Consistency in
every process.
discussed: a Continuous Improvement philosophy and Consistency in
every process.
Team participation can take many forms such as executive teams,
management teams, Quality Circles, cross-functional groups, problem
solving teams, project teams, Six Sigma teams, etc.
management teams, Quality Circles, cross-functional groups, problem
solving teams, project teams, Six Sigma teams, etc.
Teamwork is an essential part of doing business these days. The team
approach should be engrained in your organization's culture so that
every employee understands his role as a contributor towards the
betterment of the Company.
approach should be engrained in your organization's culture so that
every employee understands his role as a contributor towards the
betterment of the Company.
Today business leaders agree that the only way to survive in our
competitive world is by obtaining full customer satisfaction through the
consistent delivery of high quality products and services
competitive world is by obtaining full customer satisfaction through the
consistent delivery of high quality products and services
Teams today should be directed at obtaining customer satisfaction at
all levels of the firm.
all levels of the firm.
The team is first formed and the charter is explained and goals are set.
The team then starts spending energy on understanding the issues
and naturally conflicts arise (storming). As the team starts to learn how
to deal with some of the natural frustrations and conflicts it enters the
norming phase. The final phase (performing) arises when the team
zeroes in on the issues and their solutions.
The team then starts spending energy on understanding the issues
and naturally conflicts arise (storming). As the team starts to learn how
to deal with some of the natural frustrations and conflicts it enters the
norming phase. The final phase (performing) arises when the team
zeroes in on the issues and their solutions.
Team effectiveness can be measured at the various stages by testing
to determine
1) if a shared vision exists,
2) if the goals and member roles are clear,
3) if conflicts are being resolved in a fair manner,
4) if meetings are being held in an effective manner,
5) if members are being recognized, and
6) if the team effort is being supported.
to determine
1) if a shared vision exists,
2) if the goals and member roles are clear,
3) if conflicts are being resolved in a fair manner,
4) if meetings are being held in an effective manner,
5) if members are being recognized, and
6) if the team effort is being supported.
Teams at the executive level are focused on bringing the firm's long
term strategy into a closer fit to the customer needs and wants. Should
the company establish partnerships or alliances to provide new
products and services to its client base and therefore expand its
revenues? Should the Company enter a new market to expand its
customer base? The executive team is doing its job when all these
decisions are studied with a focus on the customer.
term strategy into a closer fit to the customer needs and wants. Should
the company establish partnerships or alliances to provide new
products and services to its client base and therefore expand its
revenues? Should the Company enter a new market to expand its
customer base? The executive team is doing its job when all these
decisions are studied with a focus on the customer.
At the operational level, all team leaders should work as a close team in
delivering the types of products and services that the customers really
want. This requires close communications within the company and
with the customer. This implies that barriers between departments
should be essentially eliminated so that the decisions that prevail are
those that benefit the firm as a whole, and that usually is what benefits
the customer, as well.
delivering the types of products and services that the customers really
want. This requires close communications within the company and
with the customer. This implies that barriers between departments
should be essentially eliminated so that the decisions that prevail are
those that benefit the firm as a whole, and that usually is what benefits
the customer, as well.
On the shop floor or service call center, a number of different types of
teams have been used. With an experienced workforce, there is no
doubt that good management practice dictates that employees be
included in any effort to improve operations as they know their jobs
better than anyone else.
teams have been used. With an experienced workforce, there is no
doubt that good management practice dictates that employees be
included in any effort to improve operations as they know their jobs
better than anyone else.
So, improvements in Quality and Productivity are achieved more
quickly with the involvement of the employees doing the actual work.
In order to gain the most benefits out of the team, members should be
trained on problem solving methods.
quickly with the involvement of the employees doing the actual work.
In order to gain the most benefits out of the team, members should be
trained on problem solving methods.
Today, no one doubts that teams are valuable in the conduct of
business. The question usually is, how effective are they in the real
world? One major pitfall of any kind of team effort is the lack of top
management support.
business. The question usually is, how effective are they in the real
world? One major pitfall of any kind of team effort is the lack of top
management support.
Top management needs to stay in touch with team project goals and
accomplishments and provide the resources needed to provide
guidance and coordination to the teams, in order to failure.
accomplishments and provide the resources needed to provide
guidance and coordination to the teams, in order to failure.
Often team efforts are considered as part of a discrete program rather
than a new way of doing business. The team efforts are then judged
strictly on the basis of financial rewards contributed. If the financial
rewards are not immediate, the concept of teamwork is often discarded.
Given enough time, however, the organization as a whole would benefit
from teamwork and many of the benefits will be concrete financial
rewards in addition to such intangible benefits as highly motivated and
work-invested employees.
than a new way of doing business. The team efforts are then judged
strictly on the basis of financial rewards contributed. If the financial
rewards are not immediate, the concept of teamwork is often discarded.
Given enough time, however, the organization as a whole would benefit
from teamwork and many of the benefits will be concrete financial
rewards in addition to such intangible benefits as highly motivated and
work-invested employees.
It has become customary to refer to four levels of team development as
forming, storming, norming, and performing. Each stage has its own
challenges, which need to be addressed in order to assure the
effectiveness of the team.
forming, storming, norming, and performing. Each stage has its own
challenges, which need to be addressed in order to assure the
effectiveness of the team.
Effective teams take advantage of everyone's ability and diversity.
Members with different intelligence, talents and work experiences all
have something to contribute.
Members with different intelligence, talents and work experiences all
have something to contribute.
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