RolesandResponsibilitiesAugust,1995RolesandResponsibilitiesAugust,1995FocusontheCustomerActionTeamsFocusontheCustomerActionTeamsSteeringCommittee:●Setprojectdirectionandoverviewproject●CoordinatewithallHomeOfficeresources●Actasrolemodels●Provideleadership●Ownproject;makekeydecisionsActionTeams:●Identifyandanalyzeissues,activitiesandprocesses●Developcreativeideasandsolutions●Takeownershipofideasandsolutions●Developspecificactionstepsandcommittoactionplans●Testideasandactions●AssumeaccountabilityforimplementingchangesOverviewActionTeamsActionTeamsSteeringCommitteeSteeringCommitteeActionTeams⬛Ateamof6peopleincludingtheteamleaderorganizedtoanalyzeCustomerandAssociateserviceissues,activitiesandprocesses⬛Focusonspecificissuesrelatingtodepartmental,divisionalororganizationalCustomerandAssociateserviceandsatisfactionimprovements⬛Actionoriented-Resultfocused-Forwardthinking⬛Lookforcreativeideasandpossiblesolutions⬛Developspecificactionstepsandcommittoactionplans⬛Assumeaccountabilityforimplementingrequiredchanges⬛Allmembersofateammustshareknowledge,concernsandexpectations⬛AllmembersoftheteamregardlessoflevelareequalTeamCoach⬛IndicateanddefineinitialActionTeamobjectives⬛ChooseActionTeamLeaders⬛AssistLeaderinselectionofteamMembers⬛ProvideassistancetoteamLeaderthroughoutprocess⬛MeetwithLeaderweeklytoreviewandassistinteam’sprogress⬛ActasliasontoProcessOwnersandSteeringCommittee⬛Determinerecognitionforteam⬛Insureimplementationofteams’recommendationsTeamLeader(Champion)⬛Leadtheteamthroughtheimprovementprocess⬛Facilitateandsupportteamdecisions⬛Provideinformation,focusanddirection⬛ReportprogresstoAdvisoryTeam⬛PrepareprogressreportsforSteeringCommittee⬛Responsibleforcreatinganddistributingagendasandminutes⬛Helpteammembersidentifyandovercomeobstacles⬛Summarizedecisionsandnextsteps⬛Officialkeeperofteamrecordsincludingcopiesofcorrespondence,recordsofmeetingsandpresentations⬛Implementchangesrecommendedbytheteamthatarewithintheboundsofauthority⬛Rolemodelwin-winapproachesandbehaviorPrepareP-A-L(purpose,agenda,limit)⬛Meetwithcoachandteammemberstodetermine;•Purposeofthemeeting•Agendaandtimesplannedforeachitem•Appropriatetoolsandtechniquestouse•Concernsaboutthemeeting⬛Reservethemeetingroom⬛Gatherappropriatematerialsformeeting(i.e.,agenda,flipcharts,markers,maskingtape)TeamLeader-ResponsibilitiesBeforeEachMeetingTeamLeader-MeetingResponsibilities⬛Followmeetingprocess•Reviewagenda•Discussmeetingobjectivesandcontent•Reviewnextstepsandassignduedates•Debriefthegroup⬛Keepthediscussionfocusedandmovingalong⬛Encouragediversepointsofview⬛Tactfullypreventanyonefromdominatingorbeingoverlooked⬛Handledisruptivebehavior⬛Managethetime-remindteamoftimedeadlines⬛EndthediscussionwhenthereisnothingtobegainedfromfurtherdiscussionTeamLeader-ResponsibilitiesAfterEachMeeting⬛Distributecopiesofmeetingminutesandassignmentofactionplans⬛MeetwithteammemberstocritiquetheeffectivenessofthemeetingUnderstandhowtomakefuturemeetingsmoreproductive⬛Updateprojecttime-lines⬛UpdateCoachand/orAdvisoryTeamonteam’sprogress⬛FollowupwithteammembersonactionitemstoinsurecompletionTeamMembers⬛Attendallteammeetings⬛Suggestandassistwithplans,schedules,anddecisions⬛Gatherdataandconductsanyrequestedstudies⬛Helpgenerate,select,andevelopopportunitiesandideas⬛Championspecificinitiati...
