Chapter 8 Quality Teamwork Quality & Performance Excellence, 8th Edition Chapter 8 Quality Teamwork

Outline Explain the importance of teams in a quality environment Identify the different types of teams Explain some of the factors associated with the successful use of teams Give examples of effective teams in action Relate the use of quality-focused teams to organizational behavior theories

Teams Team - a group of people who work together and cooperate to share work and responsibility. Teams are a way to coordinate work. Teamwork enables various parts of the organization to work together in meeting customer needs that can seldom be fulfilled by employees limited to one specialty. Teams promote equality among individuals, encouraging a positive attitude and trust.

Types of Teams Leadership teams Problem solving teams (departmental or cross- functional) Natural work teams Self managed teams Virtual teams Project teams

Leadership Teams Steering committees Quality councils Executive leadership teams

Problem-Solving Teams Corrective action teams Quality circles Typically composed of workers at lower levels of the organization

Natural Work Teams Organized to perform a complete unit of work Extensive cross-training and sharing of responsibilities

Self-Managed Teams Also known as self-directed teams or autonomous work groups Have broad responsibilities, including the responsibility to manage themselves Generally more productive than conventional teams

Virtual Teams Groups of people who work closely together despite being geographically separated Use technology to share information Importance because of globalization, knowledge work, and need for diverse skills

Six Sigma Project Teams Champions – senior managers who promote Six Sigma Master Black Belts – highly trained experts responsible for strategy, training, mentoring, deployment, and results. Black Belts – Experts who perform technical analyses Green Belts – functional employees trained in introductory Six Sigma tools Team Members – Employees who support specific projects

Cross-Functional Teamwork Common in leadership teams, virtual teams, and project teams Useful for process improvement and for implementing large-scale organizational changes

Team Effectiveness Criteria Teams must achieve their goals Teams should make progress quickly Teams must maintain or increase their strength as units Teams must preserve or strengthen their relationships with the rest of the organization

Ingredients for Successful Teams (1 of 2 ) Clarity in team goals Improvement plan Clearly defined roles Clear communication Beneficial team behaviors

Ingredients for Successful Teams (2 of 2) Well-defined decision procedures Balanced participation Established ground rules Awareness of group process Use of scientific approach

Reasons for Team Participation Have a say in decisions that affect work Enhance promotion or job opportunities Learn more information Enhance feeling of accomplishment Address personal agendas Want to genuinely help the organization Enjoy recognition and rewards associated with team activity Be in a comfortable social environment

Requirements for Team Members Representative of the departments or functions related to the problem Task orientation Technical knowledge (data collection, problem solving, quality tools) Relationship orientation Soft skills (communicating, coaching, attitude) “I’ll take someone with a good attitude over someone with just technical skills any day. I can train technical skills.”

Team Processes Problem Selection Problem Diagnosis Work Allocation Communication Coordination Organizational Support

Boeing A&T Team Development Process

Team Charters A team charter is an explicit, written document that offers guidelines, rules, and policies for team members. It often includes a mission statement; values that guide behavior; structural issues such as logistics, meeting agendas, task responsibilities, and target dates; methods for group decision making; processes for dealing with conflicts; and methods for resolving problems with team members.

Teamwork in Action Sentara Norfolk General Hospital Analog Devices Wikipedia

Teams and Organizational Behavior Theories Sociotechnical systems approach Organizational development (OD) Homogeneous and heterogeneous groups Cultural values and support/resistance Diversity

Outline Explain the importance of teams in a quality environment Identify the different types of teams Explain some of the factors associated with the successful use of teams Give examples of effective teams in action Relate the use of quality-focused teams to organizational behavior theories

Homework Question, p 354 Case Study, p 356 13 Landmark Dining: Team Processes