Changes in the management of the information systems organization: an exploratory study
SIGCPR '94 Proceedings of the 1994 computer personnel research conference on Reinventing IS : managing information technology in changing organizations: managing information technology in changing organizations
Growing pains in information systems: transforming the IS organization for client/server development
SIGCPR '94 Proceedings of the 1994 computer personnel research conference on Reinventing IS : managing information technology in changing organizations: managing information technology in changing organizations
Effects of participative management on the performance of software development teams
SIGCPR '94 Proceedings of the 1994 computer personnel research conference on Reinventing IS : managing information technology in changing organizations: managing information technology in changing organizations
The dimensions and correlates of systems development quality
SIGCPR '94 Proceedings of the 1994 computer personnel research conference on Reinventing IS : managing information technology in changing organizations: managing information technology in changing organizations
SIGCPR '95 Proceedings of the 1995 ACM SIGCPR conference on Supporting teams, groups, and learning inside and outside the IS function reinventing IS
ACM SIGCPR Computer Personnel
Quality management in systems development: an organizational system perspective
MIS Quarterly - Special issue on Intensive research in information systems: using qualitative, interpretive, and case methods to study information technology—third installment
Total quality management in information systems development: key constructs and relationships
Journal of Management Information Systems - Special section: Exploring the outlands of the MIS discipline
The IT productivity paradox revisited: technological determinism masked by management method?
International Journal of Information Technology and Management
Exploring a "Gap" Model of Information Services Quality
Information Resources Management Journal
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Total customer satisfaction is the pre-eminent goal in Coring Incorporated's Information Services Division (ISD). ISD's total quality management approach, characterized by a work system that embodies significant empowerment through self-managing teams, is providing to be a powerful means of delivering outstanding service that customers value, especially in a competitive services-for-sale business environment. Teams influence how ISD does business, fundamentally changing the way work is organized and how service is delivered. Teams have substantially improved customer satisfaction, service, and productivity, while staff skills have been enhanced and costs reduced. This article describes these results and then discusses the approach for developing and sustaining the new work system as well as the key factors that led to its success.