...Dotun Adebanjo; Dennis Kehoe 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...

...Dean Tjosvold; Jane Moy; Shigeru Sasaki Managers and employees need a crisp understanding of the nature of the teamwork that improves quality service to customers. Field and experiment studies have shown the utility of Deutsch’s theory of co‐operation and competition for understanding quality...

... of the learning team approach, considering benefits for individuals and companies. © MCB UP Limited 1998 Learning organizations Service quality Teamwork Most companies leave the corporate development of future leaders, entrepreneurs and multidisciplinary global managers to chance. Thus...

... subsidiary in the world’s largest group of specialist vehicle manufacturers. Customer satisfaction Motor industry Quality function deployment Self‐assessment Teamwork United Kingdom The German‐owned Rover Group is Britain’s largest motor manufacturer producing some half‐a‐million vehicles per...

...Pat Townsend; Joan E. Gebhardt One definition of a leader is a person who has followers. Argues that, to be a skilled leader, the role of follower needs to be clearly understood ‐ indeed a good leader should make a good follower _ and that somewhere within this concept is the very basis of teamwork...

... and competitive pressures, many companies have been introducing a range of quality initiatives. © MCB UP Limited 1997 Financial services Management styles Teamwork ‘…The de‐layering increased the workload of team leaders compared with that of supervisors, and so the former were often tied...

...Hadyn Ingram; Brenda McDonnell Explores way in which firms can improve service performance through people. Analyses the nature and characteristics of teamworking and ways in which performance can be measured and benchmarked. Suggests possible approaches to the management of performance...

... Customer orientation Customer service Employee involvement Teamwork I would like to explore with you three key tasks in making an organization customer‐driven. These tasks are how to: get every member of your team working to meet customer needs; create a bigger, better marketing...

...Jon Choppin Recent history has broken down traditional working relationships, robbing individuals of the ownership of their work. Charts how total quality management is reinstating this sense of ownership, linking the concepts of teamwork, empowerment and subsidiarity, and providing a secure future...

... that the success of company re‐engineering testifies to the importance of initiating adaptation from a position of strength and a healthy environment. © MCB UP Limited 1995 Customer service Innovation Product development Teamwork Dow Corning is a global producer of silicones, with five principal...

... methods, actually listening to customers, etc. Other factors are making suppliers responsible and effective teamwork. Concludes with brief comment on the desired future of the company. © MCB UP Limited 1994 Customer satisfaction Design Motor industry Retailing Saturn Corporation Success...

.... Therefore, structure the ISO 9000 registration effort in a way that supports the concepts of total quality: employee empowerment and involvement, teamwork, emphasizing cross‐functional communication and, paramount among these, customer focus. Discusses these concepts using examples from the experience...

... Teamwork TQM USA SwedishAmerican Hospital is a 397‐bed, not‐for‐profit, acute care institution in Rockford, Illinois, USA, which, along with two competing hospitals, serves a metropolitan area of 700,000 people. The SwedishAmerican Health System is a collaborative effort of this hospital, four...

... an account of how the Business Technology Finance Division of Lloyds Bowmaker first selected a suitableresearch model and then progressed with project teamwork and management commitment. © MCB UP Limited 1993 COMMITMENT TEAMWORK TECHNIQUES TQM Activating prosperous teamwork ROSALEEN COURTNEY...

... INSURANCE COMPANIES TQM WORKING PARTIES ORGANIZATIONAL CHANGE CORPORATE CULTURE TEAMWORK All ablaze BETTYE WELLS MILLER The Fireman's Fund Insurance expanded its quality improvement programme through Quality Action Workshops. An unexpected benefit was the establishment of a team-based company...

...Richard Davis Discusses teamwork as an effective force for TQM, highlighting the need to be correctly focused to enable it to become a way of life in the organization. Explores the concept of teams in respect of improving processes, and looks at the “work” team, the “system” team and the “process...

... areas: adult and elderly mental health, learning disabilities, physical rehabilitation, palliative care and general community services. The seminars led to the develop­ ment of a strategy, titled Towards Total Quality' (TTQ), which had three essential components, one of which is 'Teamwork; Inter-Agency...

...Peter Hillman Discusses the advantages of and necessity for teamwork in a Total Quality Management programme. © MCB UP Limited 1992 TQM TEAMWORK TRAINING Viewpoint Individuals are rarely perfect, but sometimes a team can be PETER HILLMAN T otal Quality Management (TQM) has several...

...Sue Newton Discusses the Total Quality culture of Harvester restaurants, concentrating on training to achieve the company′s mission of delivering a high quality service to its guests. Outlines the importance of teamwork in the programme, and provides a case study of the executive team, showing how...