Using Star Point Roles to Increase
Team Member Accountability
CONTENTS
Using Star Point Roles to Increase Team Member Accountability.............1
General Notes.........................................................................................................2
The Benefits of Using Star Point Roles .............................................................2
Why Change? ..........................................................................................................3
Why Rotate Roles? ................................................................................................3
Star Point Role Descriptions ...............................................................................4
Star Point Leader ..............................................................................................4
Star Point Coordinator ...................................................................................6
Production/Process/Inventory Star Point Coordinator...........................6
Customer Service Star Point Coordinator ................................................7
Safety/Environmental/Human Resources Star Point Coordinator........8
Quality/Measurements Star Point Coordinator ........................................8
Communication/Training Star Point Coordinator....................................9
Team Leader Star Point Coordinator........................................................10
Sample Star Point Role Descriptions...............................................................11
Training for Leaders, Coordinators, and Team Members..........................12
Lessons Learned ...................................................................................................13
©2001 New Directions Consulting, Inc.
U s i n g S t a r Po i n t R o l e s t o I n c r e a se
T e a m Me m be r A c c o u n t a b il i t y
Y
ears ago when teams were first formed many of the tasks that were
previously done by a supervisor were handed off to a team leader.
Soon this person began to feel like a “mini-supervisor,” and the team
leader became overloaded with too much work.
The solution devised for this problem was to divide up the work among
the team members using what is called “Star Point” roles. One team
member might take the responsibility for handling correspondence and
meeting administration, another the job of scheduling work tasks, another
interfacing with customers.
Not only did Star Point roles help to delegate the work, but former
supervisors or even team coaches could be assigned a Star Point area to
oversee based on their skills and abilities. The Plant Nurse might be the
Safety Star Point Leader, overseeing all the Safety Star Point Coordinators
on all the teams.
Soon project and design teams realized that Star Point roles could help
them as well, even if the roles were modified somewhat.
The information on the following pages explains how to implement a Star
Point system, based on the experience of actual teams and what has
worked best as they have implemented the process.
Star Point Roles ■ 1
General Notes
All team members participate in the Star Point role assignments.
Team members rotate through each role, typically every six to twelve months.
The number of points on the star and the category of each star point may vary
according to the needs of the team.
Star Points may require additional training to perform the function successfully.
A back-up person (called a Co-star) is selected for each Star Point position. This
person shadows the person in the role and replaces the person at the time of
rotation.
Roles are designed so they have roughly the same amount of work.
No pay differential is given for performing Star Point work, in order to prevent
team members from assuming that the person will do all the work.
Team members may select roles that more readily suit their skills (i.e., analytical vs.
extraverts).
Each Star Point is responsible to a Star Point Leader (management level person)
who provides information, trains the Star Point in the particular area and helps
with implementation.
Star Point leaders typically meet with Star Point Coordinators weekly or bi-weekly
for 60-90 minutes.
Star Point performance is considered during performance review and it does
typically effect annual merit increase.
Th e Be n e fi ts o f Usi n g Sta r Po in t Ro l e s
Transfers the major duties of supervisors to team members
Enhances the knowledge of the team member
Improves the skill sets of the team members
Allows for clarity of responsibilities on the team
Develops trust within the team
Allows for participation by all team members
Increases accountability and responsibility of the team member
Encourages inter-team relationship building among similar star points
Star Point Roles ■ 2
Why Change fro m What W e Have Now?
Allows for better management of the roles
Provides more structure to give support
Allows for a horizontal flow of information among many teams
Allows for better focus on the behaviors
Allows for more timely reinforcement of the behaviors
Improves the results achieved with the Team Leader system
SAMPLE
Star Point Organizational Chart
Plant Coach
Assembly/Dist.
Coach
Plating
Coach
Machining
Coach
Finishing
Coach
HR/Admin.
Cust. Service
Quality/Measure
Training/Comm.
Prod./Proc./Inv.
Safety/HK
Star Point Leader
Star Point Leader
Star Point Leader
Star Point Leader
Star Point Leader
Star Point Leader
HR/Admin.
Star Point Coords.
Cust. Service
Star Point Coords.
Quality/Measure
Star Point Coords.
Training/Comm.
Star Point Coords.
HR
Coach
Culture
Board
Prod./Proc./Inv.
Safety/HK
Star Point Coords.
Star Point Coords.
W h y R o t a t e R ol e s?
A schedule of rotation is established to ensure that full participation is gained within
the team. Rotation of roles allows team members to expand on their education of the
business. It builds trust amongst the team; it allows the weaker members to develop
new strengths; it encourages a “seamless” approach in all team activities.
12 Month Rotation:
Use when roles are somewhat complex
Proficiency levels have been anywhere from 4–6 months
Roles call for additional training
6 Month Rotation:
Roles are of lesser complexity
Proficiency levels for the above roles are generally reached after 2 months
Most training will occur within the first 6–8 weeks
Star Point Roles ■ 3
Star Point Role Descriptions
Star Point Leader
Actively coordinates the development of team members into the specific Star
Point role
Establishes goals and desired results for particular Star Point area
Provides training/guidance for the Star Point Coordinators in the specific area
Meets with Star Point Coordinators on a regular basis to discuss issues, concerns,
encourage development, etc.
Engages with the Coach/Manager on critical issues that need additional
discussion/decision
Required Competencies for a Star Point Leader
Leadership: provide direction, encourage goal setting
Communication: participate in Star Point Coordinator
meetings, promote conflict resolution, generally communicate
on a regular basis
Promoting Star Point system
Managing resources
Transferring own knowledge to Star Point Coordinators
Teambuilding
Problem solving
Participatory decision making
Developing potential in others
Reviewing and evaluating progress
Advising and coaching to empower others
Star Point Leader Authority Level
Authority to develop a budget for the Star Point area in conjunction with the
Team Coach
Authority to lead any and all changes which are necessary to achieve identified
goals
Authority to challenge constructively the current system, structure, procedures
and policies
Star Point Roles ■ 4
Authority to review policy changes and recommend new policies, structure,
procedures and systems
Authority to work collaboratively with other Star Point Leaders to address
problems, re-examine policies, etc.
Authority to seek out the involvement of employees to serve on sub teams and
other initiatives within the Star Point role
Authority to view proprietary organizational information and maintain its
confidentiality (ex. financial records, etc.)
Authority to surface dysfunctional methods and/or practices anywhere in the
Star Point System and bring them to the attention of the team (ie: conflict
resolution)
Authority to delegate authority to sub teams formed by this team
Authority to discuss and seek out involvement in any initiatives that cross over
Star Point areas
Authority to call a meeting with the Star Point Coordinators to address issues
concerning their Star Point
Star Point Leaders do not have the authority to discipline a Star Point
Coordinator for job performance. This is more typically the role of the Coach.
Authority to monitor effectiveness of training that is provided to the Star Point
Coordinators
Authority to take action on an issue, report to the coach that action, and follow
up on the results
Difference between Star Point Leader
and Coach/Manager
COACHES
STAR POINT LEADERS
Conduct team member discipline
Monitor effectiveness of training
Make purchasing decisions
Seek out involvement of employees
Review Star Point system and make
recommendations
Review and recommend new policies
Determine budget
Work with Coach on budget needs
Assign work
Assign work only associated with Star Point
role
Star Point Roles ■ 5
Star Point Coordinator
Carries out the behaviors and expectations of the Star Point role which
he/she assumes
Is a member of the team
Regularly reports to the team any information, training or issues associated
with the Star Point role
Completes duties required of the Star Point role
Communicates, meets and coordinates work of the Role with the Star
Point Leader
Expectations of Star Point Roles
Develop an understanding of the management side of the business
Achieve optimal customer satisfaction from both an internal and external
standpoint
Provide balance and stability to the team by getting all members involved
Additional responsibilities to evolve as the team matures
Meet with other Star Point Coordinators to enhance the roles on an ongoing basis
Aid in the structure of team meetings
Production/Process/Inventory Star Point Coordinator
The Production/Process/Inventory Star Point is the member of the team who will
discuss daily production goals and relay key information to the team regarding
production and inventory. This role is a two-person role. This Star Point role
will also use reports to determine production requirements, meet with other
Production/Process/Inventory Star Points, and enter in necessary information
on a daily basis.
Receives daily production quotas from the Team Manager/Coach and
relays key information to the team
Cross checks reports to ensure availability of parts and materials
Communicates production requirements with internal customers, suppliers
and Team Manager/Coach daily
Coordinates material with planner
Maintains supplies and tools needed by the team
Star Point Roles ■ 6
Keeps team informed on quality issues and tracks team performance
Identifies and facilitates problem solving and process improvement activities
Attends production planning and control meetings
Uses priority status reports, as well as scheduling tools, to schedule
production, determine changeovers, and to ensure availability of parts
Ensures Work in Progress is moved to the inventory location after
production is reported
Participates in production planning and control meetings
Enters production, rejects, and scrap into computer system
Sample measures tracked by Production/Process/Inventory Star Point Coordinator:
Ì Quantity of production Ì Overtime hours Ì Production rate
Customer Service Star Point Coordinator
The Customer Service Star Point is the member of the team who will maintain internal
customer relations as well as represent the customer by reviewing data and reporting
back to the customer. This Star Point will also ensure that all team members are
trained on key customer relationships, communicate on a frequent basis to the team’s
customers, and track inter-team relationships.
Represents or looks out for the customer’s well-being
Creates and distributes surveys to determine customer satisfaction, gets
results and reports results to the team
Tracks inter-team relationships that impact service delivery
Responsible for seeing that data research on customers is completed
Responsible for proactively resolving customer complaints and reporting
results to team
Keeps team energized about internal and external customers (handouts,
reading material)
Trains new employees on key customer relationships
Facilitates the resolution of customer complaints when appropriate
Sample measures tracked by Customer Service Star Point Coordinator:
Ì Response time to customer requests Ì Number of errors to customer
Ì Number of customer complaints
Star Point Roles ■ 7
Safety/Environmental/Human Resources Star Point Coordinator
The Safety/Environmental/HR Star Point is the member of the team who ensures
adherence to behavior-based safety processes, workplace organization and cleanliness,
environmental requirements through proactive procedures and support for the team
culture. This Star Point will also participate in safety meetings, reinforce the good
housekeeping behaviors, conduct audits on safety and housekeeping and assist with
HR functions.
Maintains team’s manual of safety and environmental requirements
Helps team maintain safety awareness through regular communication
and training
Conducts weekly safety and housekeeping audits
Follows-up on safety and housekeeping audit findings (corrective action)
and safety related work orders
Attends monthly safety committee meetings
Tracks time since last lost time accident
Ensures all accidents are reported, attends accident investigations, and
reports near misses
Coordinates/identifies creative reinforcers for safe behaviors as well as
good housekeeping behaviors
Conducts safety “orientation” and “workplace management” for new
members
Coordinates fire drill activities and records attendance at drills
Helps orient new team members to the team in conjunction with Human
Resources
Posts appropriate notices from Nurse or Human Resources
Assists with the hiring of new team members
Sample measures tracked by Safety/Environmental/HR Star Point Coordinator:
Ì Number of lost-time accidents or recordable incidents Ì Compliance with safety requirements
Ì OSHA inspection citations Ì Housekeeping rating on daily checklist
Quality/Measurements Star Point Coordinator
The Quality/Measurement Star Point is the member on the team who will assist in
the identification and solutions to quality related problems and proactively
communicate to the team. This Star Point will do the above by reviewing internal
Star Point Roles ■ 8
ISO audits with the team, attend quality meetings when necessary, and interface
with Quality Assurance to improve quality.
Understands quality measures and communicates about quality to the
team (quality policies, quality manual, departmental SOPs, WIs, and
location of each)
Interfaces with QA and support staff to improve production
Keeps quality portion of bulletin boards up-to-date
Ensures that team members are trained on quality
Tracks and maintains daily scoreboard of team results for the team (white
board at team location)
Assists team with understanding reasons for incentive results
Attends scheduled Continuous Improvement meetings (CIP)
Orients new members on ISO and CIP
Reviews ISO internal audits with team and coordinates corrective actions
Helps team identify root cause of problems using quality problem solving
techniques
Oversees team CIP goals; follows up on CIP status and reports to team on a
monthly basis
Manages teams reject and rework areas and records results into computer
Sample measures tracked by Quality/Measurements Star Point Coordinator:
Ì Compliance with quality standard Ì Number of CIPs submitted by team
Communication/Training Star Point Coordinator
The Communication and Training Star Point is the member on the team who will
provide information to the team regarding business and team goals, training needs
and programs, and business issues. This Star Point will also be involved in assisting
in the resolution of team conflicts, aid in the development of the team’s training
plan, and communicate with other teams on business issues.
Assures regular team meetings occur; oversees effectiveness of team
meetings
Distributes mail, newsletters and other daily information to the team
Communicates with other teams; keeps teams informed about team roles
Prepares drafts of all team memos
Offers assistance to team members who are having work related conflicts
Maintains communication guidelines for team
Star Point Roles ■ 9
Writes team articles for newsletter
Helps with new members: helps to orient new members
Establishes and maintains a cross-training list and schedule
Works regularly with training manager on team training issues
Coordinates technical training visits to assure maximum team participation
Meets with Team Coach, as needed to receive information to be shared with
the team
Sample measures tracked by Communication/Training Star Point Coordinator:
Ì Training hours/team member Ì Compliance with communication guidelines
Ì Employee morale index — team assessment
Team Leader Star Point Coordinator
Acts as contact person for the team
Oversees performance management plan for team including rewards
Encourages/reinforces the development of expertise within team roles
Attends production meetings
Approves, prioritizes work orders; attends work orders meeting
Collects and submits time sheets
Assures vacation scheduling occurs
Tracks attendance of team and gives weekly results
Reviews, maintains, corrects and approves labor charges
Completes monthly team report
Manages and tracks budget and explains variances
Sets up routine operational review of team’s progress
Sample measures tracked by Team Leader Star Point Coordinator:
Ì Team assessment results Ì Internal customer complaints
Ì Percentage of timesheets completed correctly
Star Point Roles ■ 10
Sa mpl e Sta r Poin t Rol e D escription s
for a Simpl e Service Org an iza tion
Below are examples of Star Point roles for members of a service team. Typically, these
roles are rotated every six months. Each Star Point Coordinator also has a team member
who functions as a “buddy,” learning the role before assuming responsibility for it.
Team Leader
Acts as the contact person for the team
with outside groups
Oversees completion of regular reports
to the management authority
Sets up routine review of team’s
progress
Helps team manage relationship with
outsiders
Challenges team to perform at its best
Customer Focus
Represents or looks out for the
customer’s well-being
Provides team with ongoing feedback
from customers throughout the
process
Responsible for identifying and reporting
on any customer complaints
Keeps team energized about customers
(handouts, reading material)
Communication
Identifies and reports to the team about
communication needs throughout the
project
Communicates with other teams; keeps
other groups informed about the
team’s results
Identifies communication barriers;
suggests to team ways to improve
communication
Meetings/Administration
Assures regular team meetings occur;
oversees effectiveness of meetings
Distributes mail and other information
to the team
Prepares drafts of team memos
Maintains team files
Quality/Measurements
Communicates about quality to the
team; gathers articles and distributes
to team
Tracks and maintains scoreboard on
quality service measurements
Keeps quality service measurements
up-to-date on all bulletin boards
Training
Helps team identify training needs
Maintains master of all team training
conducted
Provides feedback to trainers upon
request
Trains any new members of team
Technical Advisor/Assistant
Assists team members with technical
(computer use) questions
Assists team members with posting to
public folders
Creates subfolders for team on
intranet
Assist team members with other
technical matters as needed
Star Point Roles ■ 11
Kick-Off Training Plan for Star Point Leaders
♦ General training on the Star Point system
♦ Training on Star Point Leader role description and performance
expectations
♦ Meeting skills training
♦ Interpersonal Communication training
♦ Conflict Resolution training
♦ Handling change and resistance
Kick-Off Training for Star Point Coordinators
♦
♦
♦
♦
♦
♦
General training on the Star Point system
Training on role description and performance expectations
On-the-Job training for specific role functions
Interpersonal communication training
Conflict resolution training
Time management training
Team Member Training
♦ General training on Star Point System
♦ Understanding of the expectations and behaviors associated with each
Star Point role
♦ Utilization of the Star Point system
Star Point Roles ■ 12
LESSONS LEARNED
in the Implementation of Star Points
1. Star Point Leaders are not always communicating with Team Coaches.
It’s important to require them to meet regularly.
2. Star Point Leaders need to understand responsibilities assigned and transition
into the role quickly.
3. Star Point Leaders tend to provide the training and then not always follow up
with Star Point Coordinators to make certain training is understood.
4. Star Point Leaders need to perform audits on a regular basis to be certain job
is performed correctly and tasks are being completed.
5. Not everyone has the same understanding of what responsibility means
including how far to take responsibility before asking for assistance. For
example, if a team decides new members, when can a Coach deny that
decision?
6. Key leaders must believe the process will work and must communicate that
confidence to teams at all levels.
7. Leadership needs to spend “floor time” talking to people and “selling” the
plan.
8. Star Point Leaders must be collectively held responsible for the success of the
initiative.
9. Star Point Leaders typically spend 10–15% of their time on the role (20% in
the beginning).
Typical Gains Demonstrated in a Star Point System
Reduction in quality defects
Late products
Reduction in cycle time
Productivity
Reduced overhead
50–80%
30–50%
30 days–5 days
up 10–15 %
down 5–10%
Star Point Roles ■ 13