Chapter 12 - Chapter12 ManagingTeams 2004byNelson, 1...

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©2004 by Nelson, a division of Thomson Canada Limited 1 Chapter 12 Managing Teams
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 ©2004 by Nelson, a division of Thomson Canada Limited 2 What Would You Do? Cigna’s Customer Service Centre has slow response  times You are contemplating eliminating separate  departments and setting up customer-service teams Advantages include reduced call times, reduced  costs, and increased customer and employee  satisfaction Disadvantages include possible employee complaints  and increased turnover What should you do?
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 ©2004 by Nelson, a division of Thomson Canada Limited 3 Learning Objectives: Why Work Teams? After reading the next two sections,  you should be able to: 1. explain the good and bad of using  teams 2. recognize and understand the different  kinds of teams
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 ©2004 by Nelson, a division of Thomson Canada Limited 4 The Good and Bad  of Using Teams Advantages of teams include increased customer satisfaction product and service quality speed and efficiency of product  development employee satisfaction Adapted from Exhibit 12.1
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 ©2004 by Nelson, a division of Thomson Canada Limited 5 The Good and Bad  of Using Teams Disadvantages of teams include: initially high turnover social loafing legal risk groupthink
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 ©2004 by Nelson, a division of Thomson Canada Limited 6 When to Use Teams Use teams when … there is a clear purpose the job requires people to work together team-based rewards are possible ample resources are available teams have required authority to get the  job done
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 ©2004 by Nelson, a division of Thomson Canada Limited 7 When Not to Use Teams Don’t use teams when … there is no clear purpose the job can be done by individuals  independently rewards are for individual performance required resources are not available management will monitor and control the  work Adapted from Exhibit 12.1
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 ©2004 by Nelson, a division of Thomson Canada Limited 8 Kinds of Teams Authority, the key  dimension Special kinds of teams
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This note was uploaded on 01/08/2010 for the course MGMT 2300 taught by Professor Thompson during the Spring '09 term at Nipissing.

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Chapter 12 - Chapter12 ManagingTeams 2004byNelson, 1...

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