Document Type
Thesis
Date of Award
9-30-1990
Degree Name
Master of Science in Management - (M.S.)
Department
School of Industrial Management
First Advisor
Aaron R. Pulhamus
Second Advisor
John M. Stochaj
Abstract
Self-managed teams in business and industry are groups of workers assigned to perform a complete function in the operation of their company. ream members, when well-trained and multi-skilled, are flexible enough to rotate between positions as needed and to perform the various tasks which compose the complete function. The teams are autonomous, in that they manage themselves. Team leaders are resource persons, not directors. The organizations in which they are used are flat (managerial-wise) since little middle management is required.
Such teams are not uncommon in manufacturing industries. As yet, however, they are less frequently found in service industries, even though they are able to perform functions which consist of numerous small steps.
Reports of successful applications of self-managed teams are found in academic and popular journal and magazine articles. The articles, whether they focus on manufacturing or service companies, are consistent in reporting improved service, lower cost, and customer satisfaction, together with higher employee morale and the benefits which accompany it.
The purpose of this thesis is to show that self-managed teams can be used in service industries with the same degree of success reported for manufacturing firms. The paper reviews the history of employee participation, and examines the characteristics of self-managed teams. A case study of an actual conversion of a service company to self-managed teams is presented to show the interconnected steps which that company took to implement its program.
Recommended Citation
De Mena, Henry F., "The use of self-managed teams in service industries" (1990). Theses. 2668.
https://digitalcommons.njit.edu/theses/2668
