EMPOWERMENT - KEY TO IS WORLD-CLASS QUALITY
成果类型：
Article
署名作者：
SHREDNICK, HR; SHUTT, RJ; WEISS, M
署名单位：
American University
刊物名称：
MIS QUARTERLY
ISSN/ISSBN：
0276-7783
DOI：
10.2307/249733
发表日期：
1992
页码：
491-505
关键词：
摘要：
Total customer satisfaction is the pre-eminent goal in Corning Incorporated's Information Services Division (ISD). ISD's total quality management approach, characterized by a work system that embodies significant empowerment through self-managing teams, is proving to be a powerful means of delivering outstanding service that customers value, especially in a competitive services-for-sale business environment. Teams influence how ISD does business, fundamentally changing the way work is organized and how service is delivered. Teams have substantially improved customer satisfaction, service, and productivity, while staff skills have been enhanced and costs reduced. This article describes these results and then discusses the approach for developing and sustaining the new work system as well as the key factors that led to its success.