TY  - JOUR
AB  - Discusses the creation of self‐directed teams in the service industry in a bid to improve processing time, reduce the number of “hand‐offs” and create more interesting customer‐focused jobs for employees. Explores the definition of a self‐directed team, and reviews service organizations which use them. Questions the merits of system and provides three factors for consideration ‐ interdependence, supportive culture and management skill and willingness. Gives a structure for redesigning service organizations into self‐directed teams, and suggests that, when working efficiently, this system can revolutionize the workplace by providing a faster service for customers and greater job satisfaction for employees.
VL  - 2
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604529210029489
UR  - https://doi.org/10.1108/09604529210029489
AU  - Wilson Jeanne
AU  - George Jill
PY  - 1992
Y1  - 1992/01/01
TI  - Risks and rewards
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 263
EP  - 267
Y2  - 2024/04/25
ER  -