The complexity of most of the processes which are operated in industry, commerce and the services place them beyond the control of any one individual. The only efficient way to tackle process improvement or problems is through the use of some form of teamwork. The use of the team approach to improvement has many advantages over allowing individuals to work separately:

• a greater variety of complex issues may be tackled, which are beyond the capability of any one individual or even one department, by the pooling of expertise and resources,

• problems are exposed to a greater diversity of knowledge, skill, experience, and are solved more efficiently,

• the approach is more satisfying to team members and boosts morale and ownership through participation in decision making,

• improvement opportunities which cross departmental or functional boundaries can be addressed more easily, and the potential/actual conflicts are more likely to be identified and solved,

• the recommendations are more likely to be implemented than individual suggestions as the quality of decision making in good teams is high.

Most of these factors rely on the premise that people are most willing to support any effort in which they have taken part or helped to develop.

When properly managed and developed, teams improve processes, producing results quickly and economically. Teamwork throughout any organization is an essential component of total organizational excellence for it builds trust, improves communications and develops interdependence. Much of what has been taught previously in management has led to a culture...