1 / 20

Achieving Quality Through Self Managed Work Teams (SMWT): A Successful Implementation

Learn how Skip Easterly Labor Consultants of Raleigh successfully implemented self-managed work teams for quality outcomes in labor law enforcement. Discover the people, processes, and outcomes of this transformative approach.

iboggs
Download Presentation

Achieving Quality Through Self Managed Work Teams (SMWT): A Successful Implementation

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Achieving Quality Through Self Managed Work Teams (SMWT):A Successful Implementation Skip Easterly Labor Consultants of Raleigh, Inc. consultskip@earthlink.net

  2. The People • A 35 year state and federal labor law enforcement professional • Experienced in enforcing Wage and Hour laws, the Equal Pay Act, Age Discrimination in Employment Act, Migrant Labor protections, and labor standards in Government Contracts • Awards for Team and Individual performance • Testimony in congress on new legislation

  3. The People • 30 years experience as a supervisor • Some ISO 9000 experience • Wide background and experience in experimenting with motivation of work groups • Read everything in sight, starting with T-Groups in the 1960s • Considerable time working as only professional with work group experience (loan agreement)

  4. The People • Staff of eight professional investigators • Backgrounds: military investigators, wage/hour investigators, paralegals, probation and parole • No turnover in three years at inception of SMWT • Eight positions, 15 individuals in 16 years, two rose to Manager

  5. The People • Change of top leadership. Generalization: Republicans not generally attuned to worker protection; Democrats want labor laws enforced • Change of Middle Manager • PhD in Management, proponent of strategic planning, accountability and continuous process improvement, no SMWT experience

  6. The Work Unit • Enforcement of worker protection legislation • Started 1992 • Retaliatory Employment Discrimination Act, protects workers involved in Workers Compensation claims, Wage and Hour, safety and health complaints and five other areas • Attorney was first manager of the unit • Processes haphazard, little effort to complete casework

  7. The Work Unit • Hired experienced manager with background in work process analysis and task completion • New upper management instituted strategic planning and required matching individual work plans to unit mission and goals • Upper management heard SMWT presentation and endorsed (in writing and in actions) formation of work team

  8. The Work Unit • Many Team concepts already instilled in work group – 360 degree evaluations of manager, team and individuals • Training on team concepts over several years • Sponsor Committee - Manager, Middle Manager, HR Professional with SMWT experience

  9. The Work Unit • Co-manager project over a year’s time • Real authority given to co-managers • Real problems they handled: • Construction of Strategic Plan • Dovetailing of Individual Performance Plans to Strategic Plan • Individual performance problem • Spanish complaint problem • Process changes • Service complaints • Budget reversion

  10. The Work Unit • Had been through ISO 9000 – had feel for process mapping • Individual and Team 360 Degree Evaluation • Hired last three Investigators and three support staff – no management participation

  11. Institution of the SMWT • Additional training – mediation, conflict resolution • Celebration of ‘The Beginning’ – team meeting, formal delegation of authority to the SMWT, upper management present • Benchmarks established from prior data • Backlog of complaints • Service time frames • Service complaints • Like enforcement agencies

  12. Institution of the SMWT • Feedback for Team and Individuals • Monthly reporting to Middle Manager • Year end lunch and reporting to Top Management • Process changes • Questionnaires • Questionnaires sent with Complaint Form

  13. Institution of the SMWT • Training support staff member as Information Officer • Template letters sent by Investigators, not support person • Allow Investigators too close cases except litigation • Cursory 10% Coach closed case review quarterly for individual and team aberrations and best practices

  14. Institution of the SMWT • Customer service complaints – internal review then to attorney • Individual and team training • Case mediation by Coach • Immediate assignment • 8 Investigators each required to complete 11% of all cases • Celebration of First Year Accomplishments – dinner with top management

  15. Outcomes • 20.7 % improvement in timeliness in first year; continues today • 14.4% improvement in best outcomes • 33.5% reduction in backlog • Commissioner’s Award for Excellence 2nd year as SMWT • First time given to team rather than to individual • Ability of SMWT member to move to manager/coach position upon retirement of coach • Continuous service improvements

  16. Customer Service Complaints • Three (all unsubstantiated) in the last 2,945 cases 3 divided by 2,945 = 0.00010186

More Related