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12101 Lihou Court.
Fort Washington, MD
20744
Phone: (301) 292-7088
Fax: (301) 292-7388
E-mail: info@ihdinc.org
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A large water and sewer authority initiated a major, long-term, business process reengineering and cultural change process for their 1,500 member
organization. To ensure that the "process reengineering teams" (PRT) that were being established had the knowledge and tools to effectively
manage their team process and the process reengineering activities well, the authority wanted to ensure that these teams got the training
instruction that they needed to function effectively.
Challenge
Help each PRT gain an understanding of the teamwork process and establish operating norms and practices that would ensure that the team(s)
completed their process improvement research and create a final report for the organizations project steering board.
Action
We designed, developed and facilitated a 2-day; experientially-based team building training program entitled "Re-engineering Enhanced Excellence
in Business Service Systems through Exceptional Process Improvement Teamwork." This program enabled the teams to experience the team building
process and understand the phases of team development and begin to integrate the 12 characteristics required for effective teamwork into their
team's operational life. This process also enabled the team members to utilize the teamwork experience to clarity and solidify team roles
and responsibilities, apply the learning to the context of the continuous quality improvement model established for the WSSC and for this team.
Each of the 6 teams we facilitated created a solid charter that framed the work of the team. We also provided on-going guidance to each team
over the life of its work.
Illustration
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"The way a team plays as a whole determines its success. You may have the greatest bunch of individuals in the world; but if they don't play together, the club won't be worth a dime."
Babe Ruth
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