University of Twente Student Theses
Self-managing team effectiveness within the technical service sector: the influence of team structure, leadership and group processes
Penterman, B.J.M. (2019) Self-managing team effectiveness within the technical service sector: the influence of team structure, leadership and group processes.
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| Abstract: | The aim of this exploratory study was to investigate the effectiveness of self-managing teams within the technical service sector. Although substantial research has been conducted about what is needed for the effectiveness of self-managing teams, surprisingly little research has been conducted about the effectiveness of self-managing teams within this sector and in particular self-managing teams with team member diversity concerning knowledge and skills and a high degree of interdependency. Most studies were conducted in the health-care sector, banking sector, manufacturing sector, and service companies in insurance and telecommunications. This study investigated three important conditions for effectiveness of self-managing teams: team structure, leadership and group processes. This study was an exploratory, embedded single-case study which investigated one company, and three subsidiaries of it. It used semi-structured interviews as the main data collection method. In total, 12 interviews have been conducted with team members of self-managing teams. Within the interviews the critical incident technique has been used, and two daily processes were discussed: the quotation and the assignment process. Results showed that self-managing teams in this sector with a team composition that has team members with diversity in knowledge and skills and a high degree of interdependency, have a lot in common with self-managing teams in other sectors. Nevertheless, this study did reveal some interesting findings. Results show that self-managing teams in the technical service sector indeed are diverse in highly-specialized knowledge and skills, while also being interdependent upon one another in order to successfully serve the customer. This diversity and interdependence led to two different situations: team members shifting between teams and regular collaboration with third parties. Also, the type of contract with the customer and its complexity appeared to influence the team structure of these self-managing teams. Based on these findings, practical recommendations and recommendations for future research have been established |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/79283 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
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