An evaluation of factors influencing teamwork and customer focus

Teamwork and customer focus are important aspects of total quality. The research described in the paper investigated change agents and activities that affect development of these areas. Effects of human motivation and work attitude factors on teamwork and customer focus were investigated using questionnaires and structured interviews involving more that 150 companies. Companies were differentiated into TQ‐practising and non‐TQ‐practising organisations. Preliminary findings indicated poor levels of teamwork and an inability to achieve a breakthrough in customer focus. An analysis of results led to the determination of the vital change agents enabling development in the two areas. A framework involving a description of change activities was developed to assist companies in the development of customer focus and teamwork.