Discusses the creation of selfdirected teams in the service industry in a bid to improve processing time, reduce the number of handoffs and create more interesting customerfocused jobs for employees. Explores the definition of a selfdirected team, and reviews service organizations which use them. Questions the merits of system and provides three factors for consideration interdependence, supportive culture and management skill and willingness. Gives a structure for redesigning service organizations into selfdirected teams, and suggests that, when working efficiently, this system can revolutionize the workplace by providing a faster service for customers and greater job satisfaction for employees.
Managing Service Quality – Emerald Publishing
Published: May 1, 1992