Quality & Performance

Excellence, 8th Edition

Chapter 8

Quality Teamwork

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 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

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 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.

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 Types of Teams

 Leadership teams

 Problem solving teams (departmental or cross-functional)

 Natural work teams

 Self managed teams

 Virtual teams

 Project teams

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 Leadership Teams

 Steering committees

 Quality councils

 Executive leadership teams

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 Problem-Solving Teams

 Corrective action teams

 Quality circles
 Typically composed of workers at lower
levels of the organization

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 Natural Work Teams

 Organized to perform a complete unit of

work
 Extensive cross-training and sharing of
responsibilities

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 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
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 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

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 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

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 Cross-Functional Teamwork

 Common in leadership teams, virtual

teams, and project teams
 Useful for process improvement and for
implementing large-scale organizational
changes

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 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

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 Ingredients for Successful
Teams (1 of 2 )
 Clarity in team goals

 Improvement plan

 Clearly defined roles

 Clear communication

 Beneficial team behaviors

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 Ingredients for Successful Teams
(2 of 2)

 Well-defined decision procedures

 Balanced participation

 Established ground rules

 Awareness of group process

 Use of scientific approach

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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

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 Team Processes

 Problem Selection

 Problem Diagnosis

 Work Allocation

 Communication

 Coordination

 Organizational Support

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 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.

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Boeing A&T Team Development Process

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 Teamwork in Action

 Sentara Norfolk General Hospital

 Analog Devices

 Wikipedia

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 Teams and Organizational
Behavior Theories

 Sociotechnical systems approach

 Organizational development (OD)

 Homogeneous and heterogeneous groups

 Cultural values and support/resistance

 Diversity
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