ON GREAT SERVICE by Leonard L. Berry

Author:Leonard L. Berry
Language: eng
Format: epub
Tags: SOC035000
Publisher: THE FREE PRESS
Published: 1995-07-15T00:00:00+00:00

6. Educate and train. Education and training are critical success factors for the teams. For service delivery teams to work, service providers skilled in function A must also learn to perform functions B, C, and D. They must learn new skills and acquire new knowledge. They must learn how to make decisions not required in the old structure. Supervisors must learn how to be a coach instead of a boss, a facilitator instead of a decision maker. Education and training are necessary to give participants in the restructuring the confidence to proceed and the capability to succeed.

7. Address the issue of team leadership. Teams need leadership from above and leadership from within. Part of the restructuring decision concerns the nature of the team’s leadership. At least three sets of questions should be addressed:

What is senior management’s role in leading the teams and how should they perform it?

What is middle management’s role and how should they perform it?

What is the team’s role in leading itself and how should the team be structured for leadership?

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