Explores the difficulties many managers have in performing the facilitator role, and in particular, providing assistance to Quality Improvement Teams (QITs). Reports on the experiences of Pilkington Insulation Ltd and their TQ Facilitator Development Programme which demonstrates that training and interventionist roles are not necessarily complementary. States that limits need to be clearly understood and that training is essential.
Foster, M. and Dewhirst, R. (1991), "Facilitator skills", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 363-365. https://doi.org/10.1108/09604529110028940
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