Work Group

Are formed on a temporary basis.

They are given an issue or issues to resolve
and when resolution is achieved, the group is
dissolved.
Team
Is two or more individuals who work together
as a cohesive unit to achieve a specific and
shared goal that requires interdependent
action and collaboration.
 TEAM CHARACTERISTICS RESPONSIBILITIES
-Cross-functional from every
Action Group Team affected area - Work on a specific quality improvement targets

Idea Team or Work -Group of Associates according -Associate involvement in decision making & goal
Group to function. setting
Quality -Includes Area Managers, Lead
Improvement Team Associates, Idea Team Leaders -Reviews Idea Team recommendations
- Approves Idea Team ideas and projects within
empowernment guidelines
-Reports quality improvements to senior manager

Senior Quality - Defines policies and procedures for the

Improvement Team -Top Management management of quality in daily operations

-Directs, coordinates, refines, and approves

recommendations in the process of continuous
quality improvement.
Collaborative Thinking
Associates learning to use the information to
improve products and services; they should be
recognized for their efforts.
Elements of Collaboration
Cooperation- means working together toward a
common quality improvement goal.

Symbiosis- refers to helping each other.

Synergism- refers to increased effectiveness, which is

a result of working together
“ Associates will have to learn how
to handle customer feedback, both
positive and negative. Once they
understand not to shoot the
messenger, and learn to use the
information to improve products
and services, they should be
recognized for their efforts”
 “ The primary challenge for
developing effective self-directed
teams is successfully transitioning
associates from the traditional,
hierarchical management principles
to teams practicing Trifecta
management, that is, changing the
culture.”
Ways to Make Self-Directed Action Groups More Effective
1. Schedule team meetings at appropriate times.
2. Circulate minutes from action group meetings.
3. Define the goals, priorities, agenda and membership of the
team.
4. Solicit additional volunteers who are interested.
5. Be certain that the team has the support of executives including
directors and stakeholders.
6. Empower the group to act and make decisions.
7. Distribute the team meeting agenda in advance.
8. Define responsibilities of the individual members and the team
as a whole.
9. Set obtainable goals and select an opportunity for a quick
success.
10. Coach team members.
85/15 Rule of Quality
Which indicates that 85 percent of the company’s
problems are process-based, not people-based.

“ Remember to concentrate on the what

of the issue and not the who.”
 PDCA Cycle
Plan
Act

Do
Check
P= Planning- Get things started.
Present the issue(s).
Describe the symptoms.
Identify the root cause(s).
Express all the feelings on the issue and debate
pros/cons.
Seek compromise and summarize.
D= Doing- Initiate solutions or
interventions on a test basis.
Assign task(s).
C= Checking- Evaluate the results.
Do not measure against compliance.
Use the CQI process.
Review team performance.
A= Acting- Monitor the results and
present to the team.
Adopt the solution that works.
Reward team members for achievement.
Document.
Product Development Process
Identify Customers

Discover Customer Requirements

Develop Product/ Service

Develop Process

Develop Performance Measures/ Indicators

Transfer to Operations
Total Customer Satisfaction Teams
(TCS Teams)
 Fundamentally encourage associates to shape their work
environment through problem solving and goal accomplishment.

 Is made up of 3 to 12 members from various departments, areas,

and background.

 The team addresses key issues and initiatives in the company, such
as reduction in cycle times (the time it takes for a process), quality
improvements, improvements in profitability, environmental issues,
and overall process improvements.
High Performance Teams
Process Model
Inputs
People
Resources
Time
Commitment
Cost
Results Needed
Team Formation
Determine goals to be achieved.
Determine approach to assess goal.
Present benefits of team approach.
Identify and gather team members.
Team Framework
Address individual team member goals.
Clarify individual roles for team members and
team communication process.
Set realistic objectives.
Work within teams and other teams.
Team Evaluation.
Team Management
Balance task/ people focus.
Guide interaction.
Ask questions.
Demonstrate active listening.
Team Participation
Prepare for session.
Participate actively, honestly, with trust and
mutual respect.
Clarify accepted assignments.
Team Monitoring and
Evaluation
Monitor team progress.
Manage team interactions.
Take action to achieve individual/ team goals.
Evaluate relationships/ results.
Outputs
Goal met
Team cohesiveness
Results achieved
 TEAM FORMATION

TEAM FRAMEWORK

INPUTS OUTPUTS

TEAM MANAGEMENT TEAM PARTICIPATION

TEAM MONITORING &

EVALUATION