Building Team-based Working A practical guide to organizational transformation
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)
Building Team-Based Working A practical guide to organizational transformation Michael A. West and Lynn Markiewicz
2004 Blackwell Publishing Ltd A BPS Blackwell book 350 Main Street, Malden, MA 02148-5020, 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 1988. 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 1-4051-0611-5 (hardcover : alk. paper) 1. Teams in the workplace. I. Markiewicz, Lynn. II. Title. III. Series. HD66.W47 2004 658.4 02 dc21 2003002632 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: http://www.blackwellpublishing.com
Contents Acknowledgements viii 1 Introduction to Team-based Organizations 1 1.1 The Six Stages of TBW 3 1.2 Managing Expectations and Timescales 5 1.3 Failures of TBW 6 2 Deciding on Team-based Working (TBW) 9 2.1 Developing an Understanding of TBW 10 2.2 Forming an Implementation Steering Group 18 2.3 Diagnosing the Organization 24 2.4 Designing an Implementation Process 31 3 Developing Support Systems 40 3.1 Human Resource Management 42 3.2 Appraisal and Performance Review Systems 43 3.3 Reward Systems 47 3.4 Recruitment and Selection Systems 51 3.5 Education and Training Systems 52 3.6 Communication Systems 55 3.7 Team-process Support Systems 57
vi CONTENTS 3.8 Feedback Systems 59 3.9 Interteam Processes 60 3.10 Evaluating the Support Systems 63 4 Team Leader and Team Member Selection 71 4.1 Implementation Steering Group Planning 72 4.2 Defining Appropriate Criteria for the Selection of Team Leaders 73 4.3 Competencies Required by Team Leaders 75 4.4 Team Leader Training 87 4.5 Setting up Action Learning Sets for Team Leaders 89 4.6 Selecting Team Members 92 5 Developing Effective Teams 96 5.1 Team Tasks, Visions and Objectives 99 5.2 Team Participation 106 5.3 Quality of Decision Making 110 5.4 Support for Innovation 113 5.5 Team Conflict Resolution 116 6 Reviewing and Sustaining Team Effectiveness 120 6.1 Steps in Designing an Effective Evaluation System 121 6.2 Questionnaires for Evaluating Team Functioning and Performance 125 6.3 Sustaining and Improving Performance: Encouraging Reflexivity 143 7 Organization-level Assessment 153 7.1 Goal Achievement or Financial Performance 155 7.2 Customer or Service Receiver Perspectives 155 7.3 Business Processes or Internal Efficiency 156
CONTENTS vii 7.4 Innovation 158 7.5 Intergroup Relations 163 7.6 Relationships Between Teams and Organizations 165 7.7 Long-term Review 166 7.8 Beyond Team-based Organizing 167 Index 170
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.