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 managers” in specific detail. Suggests that the three types of team outlined in the article represent a complete alternative to hierarchical thinking about structure.
Davis, R. (1992), "Getting the right focus", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 247-250. https://doi.org/10.1108/09604529210029443
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