Economic Validation for Performance Improvement Initiative Based on a Strategic Team Development Campaign

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Abstract

The question “Can team development increase revenue?” was tested using regression analysis at a mega-casino. The general manager implemented a strategic initiative to enhance revenue through exemplary customer service. Team development was selected as the vehicle for implementing this initiative. Performance improvement initiatives focused on qualitative team development outcomes that included the establishment of team pacts, team goals, and improved communications between management and employees. The team pacts and team goals included customer service agreements created by each team. The team pacts and team goals established performance goals that introduced concrete measurable performance outcomes. The creation of a feedback loop provided employee autonomy that assessed the quality of the team's efforts. This article defines team development, explains the researchers' processes, and concludes with quantitative evidence that supports the economic value of team development as a revenue enhancement tool.

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