Table of Contents

HOW WORK GROUP DESIGN AFFECTS PEOPLE, PRODUCTS, AND SERVICES; What Makes a Work Group or Department Effective?; TECHNIQUES FOR DESIGNING WORK GROUPS AND JOBS; Defining the Purpose and Scope of the Redesign Effort; Environmental Analysis: Identifying Critical Goals, Demands, and Constraints; Technical Process Analysis: Understanding How the Group Creates Its Products and Services; Human Systems Analysis: Understanding How People and Jobs Are Organized and Supported; Goal Design: Matching Work Group Goals to Environmental Demands; Technical Process Design: Building Speed, Focus, and Integration into the Flow of Work; Human Systems Design: Building Initiative and Teamwork into Jobs; Implementation: Managing the Transition from Plans to Reality; WORK PROCESS REDESIGN IN ACTION; From Full Warehouse to Just-in-Time: Case Study of Redesigning the Brandon Companies Distribution Department.

About the Author

TONI HUPP is vice president of Training and Organization Development for Bank of America. She consults with clients on organizational and job design, team building, and other areas. In 1993 she was a recipient of NSPI's Special Service Award. CRAIG POLAK is a member of Hale Associates, a management and performance--improvement consulting firm. He is a consultant to management cross--skilled in instructional design, education, communication, and competency assessment. ODIN WESTGAARD is a human--systems interventionist with Hale Associates and author of The Competent Manager's Handbook for Measuring Unit Productivity (1985) and The Competent Manager's Handbook for Selecting and Evaluating Training (1987).