Supporting teamwork at xerox

This paper is about an innovative microcomputer-based environment implemented to support Quality improvement teams (QITs) at Xerox. This QIT support environment, called the Quality Support Center or QSC, features an extensive software toolkit and human facilitation support. The software toolkit supports Xerox Quality processes and tools, and meeting management. The software toolkit also supports meeting process evaluation (including team member verbal behavior assessment) and Quality process use evaluation by providing in-process measurement capabilities and metrics. Unlike most group support applications, the QSC software toolkit is designed to support Quality principles and practice. Findings based on 40 recently-completed projects suggests that QSC-use has contributed to substantial time and dollar savings (in the millions of dollars) for Xerox. Significant qualitative impacts on the business and improved Quality practice have resulted as well from QSC-use.