case studies
Financial services
Self Directed Work Teams
- Client
- A Major Card Issuer
- Sector
- Financial services
Project description
As part of a drive to improve productivity and customer service within the Applications Processing area of a major UK Card Issuer, there was a desire to reorganise the area as Self-Directed Work Teams.
Although members of the project team had previous experience of working within such organisations, they had not been involved in their implementation.
For this reason, ItemPlus Consulting were invited to supply advice on the following aspects:
- The essential elements of Self-Directed Work Teams
Assistance was given to shape the project and to determine the model of SDWT to work towards. This involved assisting the team to articulate a vision of the way the teams would work at the conclusion of the project - Critical Success Factors
How would the project be judged as a success; what would the team have to do differently, how should it’s results differ from those achieved previously, how would that be assessed - Project Design
Finally, advice and assistance was provided in designing the project, including the activities to be undertaken, the deliverables required, the timescales and project reporting disciplines
Outcome
A pilot exercise, operating part of the department along self-directed lines has been launched and is currently being evaluated against agreed success criteria.
