Building Team-based Working. A practical guide to organizational transformation

Transcription

1 Building Team-based Working A practical guide to organizational transformation

2 To Gillian Hardy, source of elegant ideas, support, creative challenge, affirmation, and quiet, consistent strength. God only knows where I d be without you. (MW) To Max. (LM)

3 Building Team-Based Working A practical guide to organizational transformation Michael A. West and Lynn Markiewicz

4 2004 Blackwell Publishing Ltd A BPS Blackwell book 350 Main Street, Malden, MA , USA 108 Cowley Road, Oxford OX4 1JF, UK 550 Swanston Street, Carlton, Victoria 3053, Australia The right of Michael A. West and Lynn Markiewicz to be identified as the Authors of the Editorial Material in this Work has been asserted in accordance with the UK Copyright, Designs, and Patents Act All rights reserved. Instructors using Building Team-based Organizations by Michael A. West and Lynn Markiewicz may reproduce material for classroom use. Organizations may reproduce material for internal presentations but not external. Otherwise, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or recording, except as permitted by the UK Copyright, Designs, and Patents Act 1988, without the prior permission of the publisher. First published 2004 by The British Psychological Society and Blackwell Publishing Ltd. Library of Congress Cataloging-in-Publication Data West, Michael A., 1951 Building team-based working: a practical guide to organizational transformation / Michael A. West and Lynn Markiewicz. p. cm. (One stop training) Includes index. ISBN (hardcover : alk. paper) 1. Teams in the workplace. I. Markiewicz, Lynn. II. Title. III. Series. HD66.W dc A catalogue record for this title is available from the British Library. Set in 10/12 Book Antique by Graphicraft Limited, Hong Kong Printed and bound in the United Kingdom by MPG Books, Bodmin, Cornwall For further information on Blackwell Publishing, visit our website:

5 Contents Acknowledgements viii 1 Introduction to Team-based Organizations The Six Stages of TBW Managing Expectations and Timescales Failures of TBW 6 2 Deciding on Team-based Working (TBW) Developing an Understanding of TBW Forming an Implementation Steering Group Diagnosing the Organization Designing an Implementation Process 31 3 Developing Support Systems Human Resource Management Appraisal and Performance Review Systems Reward Systems Recruitment and Selection Systems Education and Training Systems Communication Systems Team-process Support Systems 57

6 vi CONTENTS 3.8 Feedback Systems Interteam Processes Evaluating the Support Systems 63 4 Team Leader and Team Member Selection Implementation Steering Group Planning Defining Appropriate Criteria for the Selection of Team Leaders Competencies Required by Team Leaders Team Leader Training Setting up Action Learning Sets for Team Leaders Selecting Team Members 92 5 Developing Effective Teams Team Tasks, Visions and Objectives Team Participation Quality of Decision Making Support for Innovation Team Conflict Resolution Reviewing and Sustaining Team Effectiveness Steps in Designing an Effective Evaluation System Questionnaires for Evaluating Team Functioning and Performance Sustaining and Improving Performance: Encouraging Reflexivity Organization-level Assessment Goal Achievement or Financial Performance Customer or Service Receiver Perspectives Business Processes or Internal Efficiency 156

7 CONTENTS vii 7.4 Innovation Intergroup Relations Relationships Between Teams and Organizations Long-term Review Beyond Team-based Organizing 167 Index 170

8 Acknowledgements We are grateful to several people whose efforts and wisdom have helped to shape this book. They include Raey Currie of Grampian Enterprise, who enabled us to work with 16 organizations in the oil and gas industry in the Grampian Region developing and testing these ideas as the companies introduced team-based working; the many managers who led the initiative in their organizations in Grampian Region; Annette Brooks- Rooney, who provided crucial support for the project at its inception; Linda Hanson of Calderdale Community Health Trust, who courageously involved us in introducing team-based working in her organization, which was a great source of learning; Carol Borrill, who has done considerable work in applying and testing these ideas in organizations; and Jasmin Desai and Angie Harris, who helped to turn our ideas and experiences into a more structured and readable form. Our thanks also go to Grampian Enterprise and the Engineering Industry Training Board for their support during the early stages of the project.