1st Edition

Teams in Government
A Handbook for Team-Based Organization



ISBN 9781574440164
Published March 14, 1996 by Routledge
184 Pages

USD $115.00

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Book Description

Like American business executives, many government leaders realize that a continuation of the traditional management of objectives approach will achieve failure. Those willing to change are searching for a new approach to managing government. The authors of Teams in Government believe the best approach is Total Quality Management (TQM).
Why TQM? Because it consists of gradual, unending improvement activities that involve every person in the organization in a totally integrated effort to improve performance and quality at every level and to increase customer satisfaction. The government has two types of customers-the person who receives the benefits of its services and the taxpayer who supplies the money to fuel an efficient and effective operation.
If you are looking for the tools and techniques that will enable you to deliver government services that not only meet but exceed the expectations of your customers, to do it right the first time, you need Teams in Government.
Any government organization that wants to switch from focusing solely upon meeting the needs of the bureaucracy (primarily on meeting objectives and quotas designed by the upper echelon), who are furthest from your customers, will find TQM to be extremely effective.

Table of Contents

GOVERNMENT
Change
Total Quality Management
Cornerstones
Differences
Beliefs
Principles
PRINCIPLES OF A TEAM-BASED ORGANIZATION
Team-Based Organizations
TYPES OF TEAMS
Top Management Teams
TEAM CHARACTERISTICS
Effective Process Improvement Team Members
Team Member Benefits
Team Facilitators
Team Leaders
Team Recorders
Team Sponsors
Team Cultures
Team Size
Team Member Introductions
Effective Team Meetings
Agendas
Meeting Room and Seating
Team Names
Customer Analysis
Suppliers
TEAM DYNAMICS
The Importance of Team Dynamics
Process Improvement Teams
Effective Process Improvement Teams
Forming a Process Improvement Team
Team Participation
Team Participation Requirements
Team Building
Stages of Team Development
The Experience
Team Cohesiveness
Communicating Effectively in Teams
Listening and Communication
Horizontal Communication
Team Relationships
Conflicts
Domination
Team Opponents
Team Failure
Team Training
LEADERSHIP LEADS TEAMS
Team-Based Organizations in Government
The First Steps
Phase One-Leadership Commitment
Phase Two-Mission, Values and Goals
Phase Three-Quality Council
Phase Four-Division Confirmation
TEAM FORMATION
Phase Five-Membership Selection
Phase Six-Initial Meeting
Phase Seven-Meeting Evaluation
Phase Eight-Team Mission and Goals
Phase Nine-Team Values
PROCESS IMPROVEMENT-PART I
Phase Ten-Flowchart the Process
Phase Eleven-Measurement Analysis
Phase Twelve-Customer Analysis
Phase Thirteen-Collect Customer Data
PROCESS IMPROVEMENT-PART II
Phase Fourteen-Collect Process Data
Phase Fifteen-Collect Supplier Data
Phase Sixteen-Data Analysis
Phase Seventeen-Identify Problems
Phase Eighteen-Identify Solutions
PROCESS IMPROVEMENT-PART III
Phase Nineteen-Plan the Change
Phase Twenty-Do the Change
Phase Twenty-One-Check the Change
Phase Twenty-Two-Act on the Change
Phase Twenty-Three-Document the Change
Phase Twenty-Four-Present to the Quality Council
Phase Twenty-Five- "Do It Again" Back to Phase Five
ASSESSMENT OF TEAMS AND LEADERSHIP
Effective Process Improvement Teams-Measurement
Team Members Evaluation and Self Assessment
Team Leaders Evaluation and Self Assessment
Team Facilitator Evaluation and Self assessment
Agency Leader Evaluation and Self Assessment

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Reviews

"...a good addition to one's quality toolbox."
Milton J. Kowalewski, Kalama Services