Prashant Roy,
- Student M.Tech., Department of Engineering, Banaras Hindu University, Varanasi, Uttar Pradesh, India
Abstract
In today’s increasingly competitive environment, service‐oriented factories—i.e., operations that deliver services rather than physical goods but use a factory‐style process (such as outsourcing centres, shared service centres, processing hubs, digital service factories)—are under pressure to enhance both quality of output and team effectiveness. This survey paper explores the role of quality teams within modern service factories, and investigates the factors influencing their effectiveness, the mechanisms by which they contribute to service quality, and the challenges and opportunities of deploying them in service‐factory contexts. We review extant literature on team effectiveness, quality management systems (QMS) and service operations, synthesise insights from manufacturing‐based quality‐team studies and service literature, and then apply these insights to the service‐factory domain. Key themes identified include leadership commitment, team member skills and training, process clarity and standardisation, communication and feedback loops, customer‐centric orientation, and use of performance metrics. The paper further examines how quality teams are applied in service factories—such as continuous improvement teams, cross-functional quality circles, service process improvement squads—and identifies the limitations of such applications, including issues of intangibility of service, high variability of demand, cultural and behavioural constraints, and difficulties in measurement. Based on the survey, we propose future research directions and practical scope for enhancing quality team effectiveness in modern service factories. The paper concludes that while quality teams offer a promising mechanism for improving service‐factory performance, their success depends critically on organisational commitment, process alignment, and the adaptation of team practices to the peculiarities of service operations. Managers in service factory contexts should therefore adopt a holistic approach: establish the right culture, equip teams with data and customer feedback, define clear objectives, provide training, and integrate teams into the continuous improvement system. This survey thus contributes to both academic understanding and managerial practice of quality teams in service‐factory settings.
Keywords: Quality teams, service factory, team effectiveness, continuous improvement, service operations, quality management systems, service quality, team leadership
[This article belongs to Journal of Production Research & Management ]
Prashant Roy. A Survey on Quality Team Effectiveness in Modern Service Factories. Journal of Production Research & Management. 2025; 15(03):25-30.
Prashant Roy. A Survey on Quality Team Effectiveness in Modern Service Factories. Journal of Production Research & Management. 2025; 15(03):25-30. Available from: https://journals.stmjournals.com/joprm/article=2025/view=234062
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Journal of Production Research & Management
| Volume | 15 |
| Issue | 03 |
| Received | 06/11/2025 |
| Accepted | 11/11/2025 |
| Published | 18/11/2025 |
| Publication Time | 12 Days |
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