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Quest Star (QS), which manufactures voice assistant devices, wants to improve its ability to compete against Japanese Arms. Accordingly, the company has launched a comprehensive quality-improvement program for its Iowa plant. The QS Intracommunication Leadership Initiative (ILI) has flattened the levels of management. The program uses teams and peer pressure to accomplish the plant's goals instead of multiple management levels with their limited opportunities for communication. Under the initiative, employees make all decisions within the boundaries of their responsibilities, and they elect team representatives to coordinate with other teams. Teams are also assigned tasks ranging from establishing policies to evaluating on-the-job safety. However, employees who are not self-motivated team players are having difficulty getting used to their peers' authority within this system. Upper-level managers face stress and frustration because they must train workers to supervise themselves.
Questions
1. What techniques or skills should an employee have to assume a leadership role within a work group?
2. If each work group has a team representative, what problems will be faced in supervising these representatives?
3. What are the pros and cons of the system developed by QS?
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