Self-managing teams achieve higher customer satisfaction

In his thesis, Tjerk Overduin researched self-managing teams in the care industry. Financial incentives or internal satisfaction are often the reasons why an organization would choose to work with self-managing teams. Overduin looked into whether end customers were also satisfied with such teams?

Although Tjerk Overduin, as a finance professional with a 15-year track record in the care industry, mainly deals with internal customers, he has also been trying to consider the viewpoint of the end customer. "I think it is important to know what the customer thinks of new developments." One of those developments in the care industry is the emergence of the self-managing teams. "Financial incentives or internal satisfaction are often the reasons why many companies choose to work with self-managing teams. But what do customers think of this? That is what I wanted to research in my thesis." Overduin did research on whether self-managing teams – within existing organizations have an impact on customer satisfaction.