BTL & Digital Services
There is a considerable investment to be made- in planning, managerial time, training and opportunity cost to create a high performing team. Those organizations that have successfully implemented teams have found that communication has improved across the channels and there is marked improvement in the relationships and collaboration between departments, functions or teams. Another benefit has been improvements in the way resources are used, resulting in increased effectiveness, efficiency or productivity.
But creating a successful team is not just based on following theoretical guidelines or adding professional and experienced people to the team. The first stumbling block has been the amount of time it has taken to get team up and running. Most team will experience a drop in productivity to start off with while they get established, and this can affect morale. As a result, managers get panic as it is very common in India to focus on monthly or quarterly results.
There can also be resentment or ‘turf wars’ caused by decision-making abilities being transferred from a department to a team. For example, an online grocery company has added a new line of sea food to the menu, and operation department has just provided some basic information to the call center people- ‘Team’, who might have good communication skills but possibly could not handle the basic or add on quires from the customer.
On balance, in spite of these negative experiences, team working often provides an organizational effectiveness that usually exceeds that which is achieved by a traditional hierarchical chain of command, with chairman sitting at the top.
The conclusion is building successful team requires patience and time and nurtured by continuous innovation.
Support from the top hierarchy:
- Too much hierarchy whether formal or informal can impede teamwork.
- Resources need to be sufficient for a team to function. This means right staffing levels, budget, equipment and a way of accessing up-to-the-minute information.
- Encouragement of teams to work collaboratively rather than in competition with each other. It is important that these work groups set their goals in harmony with each other and goals are mutually supportive.
- Reward system that recognize team performance as well as individual contribution.
- Teams need to have the authority to act upon their team decisions.