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| Author: | Berger, A. |
| Title: | Developing multi-functional teams in public service from prescribed helplessness to perceived self-esteem |
| Journal: | International Journal of Technology Management
2001 : VOL. 22:1-3, p. 108-125 |
| Index terms: | TEAM DEVELOPMENT ACTION LEARNING ORGANIZATION ORGANIZATIONS SWEDEN |
| Language: | eng |
| Abstract: | The case describes a two-year action research project aimed at developing a team-based organization and establishing sustained improvement processes in one branch office of the Swedish Social Insurance Agency (SSIA). The objectives of the project were to reduce the total cost incurred by the insurance system, increase customer satisfaction and improve working conditions. An action-learning methodology was used to bring about a common experience of actually carrying out improvement activities. The project was finally evaluated after 18 months and the tangible results showed that more than 400 improvements were implemented reducing insurance costs in excess of 2.5 million SEK per year. |
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