Organizational performance improvement through the development of a team-based facilities group.

The support services division at Pennsylvania Hospital in Philadelphia developed and implemented a service concept to improve organizational effectiveness and service. The design of the new concept has five major elements: implementation of a team-based organization, establishment of individual performance criteria or standards, development of performance goals and objectives for the teams, individual staff development and a recognition program. This document discusses the elements of team design and implementation, stages of growth and the role that the other four components (performance standards, goals, staff development and recognition) play in achieving improved organizational performances. This case study is intended to show general management techniques that can be adopted into a facility's management plan.