Service versus manufacturing: A comparative study of self-directed work teams operating at Quickie Designs, Inc. in Fresno, California

The objective behind this study was to assess the competency differences between self-directed work teams operating in a service environment versus those in manufacturing.;The data for this study were collected utilizing the identical survey instrument used for manufacturing team assessment in 1996. It was distributed only to those individuals who were in self-directed teams and working in a service capacity. A total of 63 surveys were issued and 61 returned, which is a 97% return rate.;The comparative data revealed that the Fresno service teams had higher mean competency scores than did their counterparts in manufacturing. The Likert-type scale was used for this assessment. Manufacturing had the lowest mean score (2.4 on a scale of 0 to 4) for Resolving Team Conflicts competency. The service teams' lowest score was 2.7, Making Team Meetings Work. The competencies with the lowest scores had the highest developmental needs.