Empowerment: Key to IS World-Class Quality.

Author List: Shrednick, Harvey R.; Shutt, Richard J.; Weiss, Madeline;
MIS Quarterly, 1992, Volume 16, Issue 4, Page 491-505.
Total customer satisfaction is the pre-eminent goal in Corning Incorporated's Information Services Division (ISO). ISO`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 ISO 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.
Keywords: customer satisfaction; employee empowerment; high-performance work systems; self-managing teams; Total quality management; world-class service
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#119 0.160 implementation systems article describes management successful approach lessons design learned technical staff used effort developed organization experiences large managing discusses
#211 0.160 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#146 0.125 work people workers environment monitoring performance organizations needs physical useful number personal balance perceptions create computer-based technological technologies investigation achievement
#246 0.121 strategic benefits economic benefit potential systems technology long-term applications competitive company suggest additional companies industry operating costs difficult substantial total
#276 0.112 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#87 0.066 team teams virtual members communication distributed performance global role task cognition develop technology involved time individual's affects project geographically individuals
#212 0.066 business digital strategy value transformation economy technologies paper creation digitization strategies environment focus net-enabled services processes insights challenges key response
#103 0.054 exploration climate technology empowerment explore features trying use employees intention examining work intentions exploring autonomy exploitation innovate feature understanding individual