Comprehensive databases help researchers assimilate volumes of external data, and various collaborative tools facilitate knowledge sharing among high-end experts. In keeping with its commitment to create an atmosphere for effective collaboration that will produce innovative drugs, Novartis recently announced plans to convert its headquarters in Basel, Switzerland, from an industrial complex to a campus with plenty of meeting areas to encourage the spontaneous exchange of ideas. In January , Novartis was voted one of the ten best European companies to work for by Fortune.
It was the only health care company to make the list, and one reason employees cited was the collaborative nature of the organization and the many networks that run across hierarchical, geographic, and other organizational boundaries. In other words, Novartis excels at creating rich, customized response networks that produce innovative ideas and solutions.
Rather than framing a problem in a new way as a customized response network does , modular response networks address problems and opportunities by identifying the individual components of a problem and coordinating expertise to address each one. Financial transactions, for example, though unique to a given customer, typically require consistent kinds of expertise packaged to address a specific capital requirement.
Problems can be better solved by coordinating defined roles that any qualified party can step into. Think about the coordination challenge confronting the U. Federal Aviation Administration. Air traffic control is divided into nine regions that hand off planes from one facility to another as they make their way to their final destinations. To get an idea of the complexity involved, consider that the southern region alone encompasses eight states and the Caribbean, and has approximately 1, facilities—ranging from major airports to unmanned devices operating on isolated mountaintops.
When things go wrong, a great deal of information is needed quickly, as is a coordinating body that can decide which problems to address and in what sequence.
Because the FAA has vast internal systems expertise, it needs only a few external network ties that can deliver specific information, such as weather reports. Internally, however, employee expertise is highly specialized and dispersed across many locations. And responding to disruptions in service often involves approvals and decision making from a wide range of supporting organizations, such as headquarters, hazardous materials teams, and the Occupational Safety and Health Administration. Without a specific coordination mechanism, information overload could quickly occur, and critical decisions could be delayed while people try to determine who is in charge of what.
Neither can it be overly prescribed, however, because each problem demands a different constellation of expertise and decision-making authority. When an event such as a hurricane occurs, the necessary roles are identified and mobilized by a team leader.clijaljecria.tk
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Management roles include the information point of contact, who captures, sorts, analyzes, and communicates data to ensure everyone receives information from one consistent source; the technical plans and programs coordinator, who provides response plans and makes staffing and equipment decisions; and the incident commander, who acts as the liaison with other divisions, conducts financial assessments of solutions, and is the overall team leader.
Anyone with the requisite expertise can step into a specific role. Depending on the nature and duration of the event, people can rotate through a given role as well. Because each team member knows what to expect from a particular position through training and well-defined processes, trust is easily established, enabling swift coordination among relative strangers. Further, because the modules of response are generally the same only their packaging is unique to a given event , the FAA can adapt innovative solutions from one region to another to improve performance throughout the whole organization.
When the first plane struck the World Trade Center in the September 11 terrorist attacks, for example, the Southern Region rapid response system kicked into gear. Within approximately 15 minutes, emergency operations centers at seven locations were up and running. Although no FAA facilities were physically damaged, steps had to be taken to secure them and to protect employees.
The situation was very different from a weather disaster such as a hurricane, for which the agency typically would have days to prepare. Relying on established roles and customized software applications helped keep everyone informed, acting on consistent information, and coordinating work and activities rapidly in the face of an entirely new crisis.
Of course, a modular response network requires more than just technology and a set of well-conceived roles. Employees must not dogmatically adhere to formal hierarchy but, instead, be ready to follow those individuals with the necessary expertise who step into a specific role at a given time. Formal leaders must be willing to give up decision-making authority when others, who are better informed, are performing a particular role. And followers must not be afraid to take risks. Because of this, the FAA has changed the way it educates and supports its employees, driving decision making to the lowest level possible.
The investment has been worth it. Most technicians do not need to work together to do their jobs. Therefore, training on a broad set of response systems is less effective than developing depth in specific areas and then making sure everyone understands each role and how to use the technology to stay connected during a crisis. To be sure, this coordination challenge is not unique to the FAA.
Large corporations like IBM and BP are trying to become more nimble through modular response networks in areas such as software development and drilling. By reallocating information access and decision-making authority from hierarchies to roles, these organizations can be more responsive to the opportunities and challenges they face. Coordinating work in a modular way lessens the investment a company must make to ensure that the right people talk to the right people; at the same time, it allows for some customization in the delivery of products and services.
The third type of network creates value by coordinating expertise to provide reliable responses to recurring problems. Call centers and claims-processing departments at insurance companies become more efficient and better serve their customers when work is taken out of the network and embedded instead in systems, processes, and procedures. For example, to make responding to customer queries more efficient, an organization can prescribe patterns of interaction, minimize unnecessary relationships within and outside an organization, and employ a formal structure that focuses collaboration on inputs and outputs.
Call centers are prominent in four main industries: financial services, telecom, high-tech, and airline.
Customized Response at Novartis
Most of us have dealt with a call center at some point, and many of us have been frustrated. We get put on hold or transferred to one person after another—none of whom can answer our questions. Deborah Bragg is the vice president of Texas servicing and call center operations at Sallie Mae, the largest private provider of educational loans in the United States. Internal connections are focused on the process flow of different categories of requests, such as customer questions about a new product.
And unlike a modular network, which centers on distinct roles, the routine response network at Sallie Mae follows defined process flows. For example, interactions typically occur among supervisors reviewing calls and then between call center agents and their supervisors, who give feedback and coaching. The call center management and staff have very limited external connections. Those that exist serve highly specific purposes, such as bringing in an expert to redesign a Web site.
For the most part, the nature of the inquiries at the call center are such that developing, nurturing, and maintaining external relationships are unnecessary costs. The way a routine response network is structured allows collaboration to be focused on specific inputs and outputs. For example, Sallie Mae analyzes repeat call trends at least once per month to identify reasons for higher volume. When another part of the company is the cause, the center provides internal feedback to that department.
Process flow also defines the way that agents locate experts. The center has an interdepartmental referral process to help agents find the right person for the call. Crowdfunding Pages Gruenbaum, Ronan. Blogging Pages Gruenbaum, Ronan.
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