Teamwork and customer focus are important aspects of total quality. The research described in the paper investigated change agents and activities that affect development of these areas. Effects of human motivation and work attitude factors on teamwork and customer focus were investigated using questionnaires and structured interviews involving more that 150 companies. Companies were differentiated into TQ‐practising and non‐TQ‐practising organisations. Preliminary findings indicated poor levels of teamwork and an inability to achieve a breakthrough in customer focus. An analysis of results led to the determination of the vital change agents enabling development in the two areas. A framework involving a description of change activities was developed to assist companies in the development of customer focus and teamwork.
Article navigation
1 February 2001
This article was originally published in
Managing Service Quality
Research Article|
February 01 2001
An evaluation of factors influencing teamwork and customer focus
Dotun Adebanjo;
Dotun Adebanjo
Dotun Adebanjo is a Senior Research Scientist at Leatherhead Food RA. He manages the Business Excellence and Benchmarking initiative for the UK Food Industry.
Search for other works by this author on:
Dennis Kehoe
Dennis Kehoe
Dennis Kehoe is Professor of Operations Management and Head of Manufacturing Engineering and Industrial Management at the University of Liverpool, Liverpool, UK.
Search for other works by this author on:
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
2001
Managing Service Quality: An International Journal (2001) 11 (1): 49–56.
Citation
Adebanjo D, Kehoe D (2001), "An evaluation of factors influencing teamwork and customer focus". Managing Service Quality: An International Journal, Vol. 11 No. 1 pp. 49–56, doi: https://doi.org/10.1108/09604520110359348
Download citation file:
Sign in
Don't already have an account? Register
ICE Member Sign In
Log inPurchased this content as a guest? Enter your email address to restore access.
Please enter valid email address.
Email address must be 94 characters or fewer.
Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve.
1,380
Views
New and popular articles
Suggested Reading
Not so strange bedfellows: marketing and total quality management
Managing Service Quality: An International Journal (February,1995)
Commitment to Service Excellence
Total Quality Management (January,1990)
Total quality management and the performance measurement barrier
The TQM Magazine (April,1998)
Viewpoint Individuals are rarely perfect but sometimes a team can be
Managing Service Quality: An International Journal (May,1992)
Sharing The Gains
Total Quality Management (June,1993)
Related Chapters
Crew Resource Management and Teamwork Training in Health Care: A Review of the Literature and Recommendations for how to Leverage such Interventions to Enhance Patient Safety
Annual Review of Health Care Management: Strategy and Policy Perspectives on Reforming Health Systems
The Effects of Entrepreneurial Marketing Strategies on the Long-Term Competitive Sustenance of Born Global Firms: Examples from the Indian Knowledge-Intensive Services Industry
Entrepreneurship in International Marketing
Marketing Organization Research and Ideas Revisited
Organizing Marketing and Sales: Mastering Contemporary B2B Challenges
Recommended for you
These recommendations are informed by your reading behaviors and indicated interests.
