Improving the effectiveness of a cross-functional IT operations team

Date of Publication

2017

Document Type

Master's Thesis

Degree Name

Master of Business Administration

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation

Thesis Adviser

Divina M. Edralin

Defense Panel Chair

Jaime T. Cempron

Defense Panel Member

Rachel A. Quero
Reynaldo A. Bautista, Jr.
Maria Victoria P. Tibon
Brian C. Gozun

Abstract/Summary

In this action research, our team focused on addressing an issue that we collaboratively identified through the GRPI framework (2016), which is the lack of adequate training. Manifestations of this issue include high amount of overtime, uneven job allocation, several escalations during personal hours, and several backlogs or aged tickets in our queue. I have noted that a functionally structured team performs best in predictable task environments, but its efficiency breaks down when the tasks are constantly changing (Hollenbeck, 2002). Our cross-functional team of specialists is not flexible enough to cater to changing business needs, hence there was a need for us to transition to a cross-functional team of poly-skilled individuals. In this project, we aimed to: (1) equip members of our team with the required knowledge to make it flexible enough to changing business needs, and (2) to assess and reduce talent risks.

We used the Team Training Structure of Noe (2010), to effectively come up with interventions that would address the issue, and the Lewin's Change Model to initiate changes in our team. The interventions we implemented to address the issue on the lack of training are: (1) Job Rotation or Practice-Based Cross-Training, and (2) Knowledge Sharing Sessions or Information-Based Cross-Training. These interventions were successful in achieving the objectives, and the importance of open communication was highlighted in addressing the issue.

The experience taught me the importance of teamwork, commitment, and respect for different ways of thinking and the contribution of others. I have also observed positive changes in my colleagues, such as increase in motivation, confidence, and creativity. Throughout this action research, our collaborative group aligned itself to our Company's purpose of identifying and realizing opportunity, not just for the benefit of our clients and stakeholders, but also for the benefit of our people.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG007069

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.

Keywords

Cross-functional teams; Teams in the workplace

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