ager, Carol Computer Services Team at AVIONICS John Johnson, a top executive at AVIONICS who is John was saying about total quality management. He partially responsible for information systems, is con had read a few booles on the subject and, listening to templating a government contract directive that calls John, he felt inspired about really doing it. for an integration of the computer information systems into a service centre concept. He is also aware that The First Meeting management has issued a directive to cut costs, and Shortly after the off-site training session, team members that he has not been inspired by the service centre man gathered for their first meeting, Eight people stata ager's performance for some time. He wondered if the large rectangular table. William, the Macintosh special- service contract idea is an opportunity to address all ist, looked around the room. He had more or less three Issues at once. worked with several of these people in the past, at least John is known for his ability to empower people. He they had shared the same large office space. There was is dedicated to continual process improvement tech- Alyne, the VAX systems administrator, and her assist niques, and he has put together a number of process ant, Frank. William recognized Buss, the IBM PC spe improvement teams, focusing on concurrent engineer cialist and his counterpart. Glen, their former ing and total quality management (TQM). He prides supervisor was there, trying to blend in. Three other himself on his ability to help teams improve quality and people he didn't know very well were also present: process . People respect John's abilities, and he has Rachel, the database support specialist, Harold, from moved up rapidly in the organization. His excellent business operations, and the assistant business man interpersonal skills have made him well-liked and influ. ential at AVIONICS A few people chatred with each other. Carol In John's readings of total quality management and appeared engrossed in a memo. Glen sat with his arms process improvement, he has been impressed with the folded, leaning back in his chair. William wondered concept of a "leaderless team" or "autonomous work who was going to get the meeting started. People were group. He wonders if the service centre concept could looking uncomfortable, waiting and wondering what be an opportunity to experiment with the idea. After would happen next. "Maybe I should say something." some thought, he decides to lay off the computer infor- William thought to himself. He cleared his throat. mation systems supervisor and create a leaderless team, "Well, here we all are," he said. William hesitated, He changed the name from computer information sy to see if anyone else wanted to take the lead. Everyone cema to computer service centre and let team mem- except Carol, who still seemed engrossed in her memo, bers know that their purpose was to integrate their stared at him 1 guess we should get started, " William ystems to provide quality service to the customers. announced, hoping someone would offer a suggestion. As John expected, the laid-off supervisor, Glen He waited again. Again, everyone stared at him. Smith, was not happy and immediately filed a griev "Well, 1 for one was really excited about what John ance, requesting reinstatement. He was allowed to stay had to say at our off-site training." William looked as a member of the team until a decision could be made around the toon a few people's heade nodded. *501 about his status. Even with the grievance, Jobe felt guess we should get started, " William repeated, feeling satisfied that he had solved some of his problems. Glen a bit foolish wouldn't be a problem now that he was just a member Glen, the former supervisor, sat watching the group John decided to start the team of right with a two "Oh, brothert" he thought. This is going to be a peab day, intensive training session. At the training session, lem, a real problem. He watched William struggle to be told the team members he was empowering them to change their own destiny. "You have the opportunity to William continued. "John suggested that we electa control your own work." John enthusiastically told leader from among ourselves to act as a volunteer dir. "No one is a leader you are all responsible leader of sorts. Does anyone have any suggestions That means if you have a problem, don't come running "Yeah, le hurry this up." said Russ, the ISM PC to me you are in charged specialist. "I've got 10 people who need to be hard- Using large sheets of newsprint, the group listed wired breathing down my neck. Rusa continued, "I their goals and expectations. They decided they wanted nominate you, William. You seem interested and I to achieve a collective identity. John instructed them on really don't care who our leader i breakthrough analysis and told them about leaderless Some of the people looked at Rus with embarrass teams Team members were impressed by John's knowl- ment. They had lots of work to do, too, but wouldn't edge of the subject. William Ashby, Macintosh spe bave put it so bluntly. He is a pain, thought cialist, listened with interest. He really liked what Alyse. She turned to William and smiled. "Yes, I think lead the group ORGANIZATIONAL PROCESSES Subars, the director of bribecame he group's manageShe told me ty ended to better in the came Glen, who had more adeshi la and that there ided to try to build among the team ben by working on continuo improvement fletough they might be able to all of the had moghtime A four months, Barban, them Sed the plug and ordered them to go back to the structure it hadly years we people, particularly Glen, were disappointed when felke we were going to make the other to members were righe-the company doc port. They slot of peribah if he management commitment. Son Harme Come Allund Medien William would be good. Would you be interested would read them, they'd understand what he'd been William?" she asked talking about "Well, I would played on a formal He felt peetty disheartened as he spoke to his wife team before, and I don't know what to do, but I'm will that night. Everyone wants to just go along" he told ing to give its shot. William ile the Wooding up to het "We've got all these individuals on the team, and his car.", so here at any con, they only seem to care about their own. I thought volto be leaders and anything we were starting to make proge last week when few people started talking about the common com The group spent the next 20 mes trying to figure plaint their customers had about reaching them, but out what it was supposed to be done. They weren't then it became a discussion about why their customers sure what a TQMam was, or what it meant to inte didn't understand. I've learned you can't dictates rate their job to create a service team them. I have to win them over, but I don't know how Most of the people and listened while William I'm going for a drive to think this out Alyne, and Rachel and Russed again that he As William drove toward the beach, thought rallyeded to back to work. The group decided about his job. He was having much fun. Every to continue the disco during the most meeting, ing was the same thing. Members had to vote on every little thing that was brought up. If someone in the The Volunteer Leader Prepares group didn't want to do it, that person just didn't You Or the person would go along with everyone else and Will told his wife that nicht about his wote but not follow through He saw he evidence that leader of the group. I'm not sure what to do. Maybe anyont wanted to make it work. He wished he could to check out the book, and welcan find go to his supervisor John, but John had maintained books on the subject Wm drove to the bookstore strict hand-off approach with the team since the and searched through the bus. He found in-service training. He felt that John had cut them el books on TQM that looked promising plus loose, to sink or wim. They were definitely sinking called How to Make Winning Team, which he "Maybe there is too much diversity on this thought was to find. Thatht, wam began he thought I need training on how to being a di ding the book. He was by what he made group together. He decided to see if he could get some and he thought it was "double for his team training to help him out of the hole he'd crawled into The next week, the gathered once more mond the rectangulattal. Rus, the specialist, William Voted Out who become of min but everyone When William approached the human che was present William anted things off by telling department about the training, he was told that he them about the booled that everyone group did not have the budget for that kind of mine hould copy and read it. William angrily left the office, feeling very disco "I think we beginning out how to Over the two months, it became pantally improve our work. William told them. He proceeded ou that the group wasn't working Some Name to tell them about how they should look at each of their hers are constantly, and some vided conflict att and look for ways to move it. William looked Cost Carol, the business managed dot the one had them from the book. He trave. She felt she couldn't take the problems and wanted to make sure he told them all bly how it report any long. No one could agree on the should be door, he didn't want to wrong goals, or how they were to get the Alynned him. She didn't like the way services. They felt frustrated with John, the William Mened to be wing them what to do think manage and thought he was predictable John Sefore we charging dorm that we do putation for being supportive and create decide how wearing to decide thing for one pyet with this team he was distant. They wondered don't want people willing me what to do about my why he didn't act like the manager other said he will A few people modded "I think everyone should Finally, ato meeting six months after the team harvoin the changes. began, Alyse, the VAX specialist spoke up. Look "Yes, I said Prank het. Many William, thin't working. We need a new leader mis o should be more ways than anyone che Everyone che agreed and, where discussion, they " Fwd William, but he couldn't help feeling voerd in Glen, the former per as their voi that something had just gone w The agreed er ladet. Gle, who had recently won he grande to on all mat People stand tiding in their against the layott, was ready for the sun wo William sugged that they end the meeting William felt hurt. "That's it, I give up, he thought "Everyone should try to buy the books and read them "From now on, I'm looking out for my own group here or the said been neglecting the Mace, but no more During the next few month, William tried in vain to About the time that Glen became "v" on the group for all the book. He thought if they Irade, Joho was transferred to another insignment and Question 2. Consider the five types of power we discussed in class. S select two of the five to explain why William is experiencing challenges in being the volunteer leader of the "leaderless" team (Hint: define the type of power and explain whether William derives power from that source). (4 points)