The purpose of the study is to describe the characteristics of the team designs in a call centre in the United Kingdom (UK) and The Philippines (RP). As the design of teams is…
Abstract
Purpose
The purpose of the study is to describe the characteristics of the team designs in a call centre in the United Kingdom (UK) and The Philippines (RP). As the design of teams is influenced mainly by sociotechnical system theory and lean production, these are used as landmarks in the comparison.
Design/methodology/approach
The primary sources of information were recorded interviews with team members and their supervisors and observation of team operations. Outgoing personnel were also interviewed. Actual day‐to‐day operation of the teams was observed over a period of three months.
Findings
The case studies exhibit the characteristics of diverse production models in service firms. The UK case study was approaching the STS model whereas the RP case study was approaching the LP model but veering more to the mass production model of service firms.
Research limitations/implications
The mass production model is similar to the LP model in the following dimensions: type of coordination, workplace, leadership style, job enrichment, work pace, work method, grouping of tasks, degree of seclusion and cycle time. It differed from the LP model as there are dimensions which are non‐existent in the mass production model. These are interdependence, job enrichment, job enlargement and motivation.
Practical implications
Although the mass production team design is acceptable in the manufacturing sector, it is doubtful whether it will work effectively in the service sector. Practising managers of service entities have the responsibility of devising appropriate human resource programs to mitigate the negative effects of the mass production model. Similarly, in adopting the STS model, management has to ensure that the autonomy which is the selling feature of STS is not being abused at the expense of quality service.
Originality/value
The study presents the differences between the STS, LP and mass production team models of service firms with respect to four sociotechnical principles, i.e. minimal critical specification, boundaries, multifunctionality and human values. The practical dimensions of these differences are presented and discussed.