Building better management teams through process measurement systems

The authors review the application of a team-developed measurement methodology in a service knowledge worker organization. The site is a computer engineering support function (Plant Operating Systems Group, or POS) within a large utility, the Tennessee Valley Authority (TVA). A customer focus requires feedback measures for continuous improvement of service processes. Internal service functions require acknowledgement of the internal/external customer concept by the management team. The authors address these and other difficulties of group measurement development