The critical reason for this link is to encourage everyone to identify workplace and customer service issues in need of change. The team process is established to identify internal and customer service issues which must be addressed to improve morale and the delivery of quality. It is essential that the organization begins the empowerment process by identifying internal barriers to effectiveness and morale. Once a pattern has been established in solving internal issues, front line personnel will begin to have faith in the process and will build trust in management's motivation. They will be then much more effective in helping to identify and solve external customer service quality problems.
Many internal problems lend themselves to quick and easy solutions.
These problems should be identified as soon as possible because they represent opportunities for immediate success within the team dynamic and thus can be used by management to build front line support for the process. Hold team meetings initially on a once per month basis for the duration of approximately two hours. Start the team meetings by reviewing values and behaviors. Focus team attention on organizational barriers to morale and effectiveness with the emphasis on problem identification. Set the groundwork for team discussion by prohibiting personal attacks on individuals, discussion of labor contractual issues and any other activity which potentially could be destructive to the organization.