TO IMPROVE QUALITY IN RESEARCH-AND-DEVELOPMENT, IMPROVE THE TEAM WORKPROCESS

Overview: The technology of knowledge work id often intangible in natu re, embedded in the heads of specialists, making process improvement i n R&D a unique challenge. However, key leanings from socio-technical s ystems design and organizational development are being integrated into team work processes at Amoco Production Research to ensure that quali ty is built into at least three key areas: technology acquisition and generation, technology transfer, and technology utilization. Emphasis on defining and measuring performance and variance as they relate to n on-linear processes has forced the organization to incorporate ''delib eration analysis'' into its quality tool kit. Enhanced technology and group processes (cognitive mapping tools) have facilitated analysis of Amoco's existing technology system and project portfolio, and are hel ping to improve quality and customer focus, while driving organization al changes needed to support our business unit clientele.