A521.6.3.RB_High Performance Teams

What is a high performance team and what does it look like?

• A high-performance team has attributes such as

• Performance Outcomes
• Specific, shared purposes and visions
• Mutual and internal accountability
• Blurring of formal distinctions
• Coordinated and shared work roles
• Efficiency
• Extraordinarily high quality
• Creative and continuous improvement
• High credibility and trust
• Clarity of core competence

What other, more detailed attributes define a high performance team?

• High performance teams are more likely centered on one goal and are highly focused on the goal/task. It is common to see that high-performance teams will outperform other teams because of the expectations set upon them. Most high-performance teams have individuals who have the ability to interchange their roles at any given time giving the group the ability to be multidimensional.

An example of high performance team (personal example)

• I have been a part of many different types of team dynamics and high-performance teams are a part of them as well. Currently I work for a team that is constantly pushing the bar and trying to become more efficient in the high education spectrum as well as more cutting edge. Being a part of this team sub-teams have been created (or committees) to help with initiating new projects and completing new initiatives. One of those committees is the New Programs & Partnerships Committee which specializes in opening new locations and start new academic programs. This committee is overseen by the Leadership Council and a meeting administrator. Over the past year our team has successfully been able to open multiple new locations, programs and partnerships. These types of accomplishments could not take place unless high-performance attributes such as efficiency, shared work roles and internal accountability were not in place. As this committee grows we have now expanded to including a campus closure procedure which helps to regulate all of the campus closing policies. With these processes in place we are able to stay more detail oriented this in turn positively effects multiple departments.

Examine the four patterns of working together and detail one positive and one negative experience. What could you have done to influence the outcomes?

• Work Group

• Although work groups are considered a team they really are a combination of high level management who report the same director but have little to no collaboration together

• Positive - I personally have not worked in a work group but I do feel that at times those types of dynamics can be seen within the university that I work for. Although the Leadership team and council work as a unit not every aspect of their jobs overlap with every department yet they all answer to the same person.
• Negative - These types of groups can be unless in my opinion if they are not collaborating to some degree. I find it hard to work for the same organization and not to some degree have overlapping areas and or times for collaboration.

• Team  

• A team is a unit of people who work together for the betterment of the organization. A collection of people (any level can make a team).

• Positive - Teams allow for different levels of collaboration as well as provided a breakdown of the different strengths and weaknesses each person can bring to the organization
• Negative - At times teams can form too many opinions and or people will feel as though their voice isn’t being heard. When working in a team there has to areas of give and take in order to be successful.

• Community

• This is a different type of team and sometimes due to its less structured dynamic can fissile out over time.

• Positive - Allows for many people to be a part of the bigger picture. Communities are wonderful team building opportunities.
• Negative - Communities have to be maintained and if not properly nurtured can end. Everyone has to want to make the community last. Without equal participation it can and often does fail.

• Network

• A collection of people sharing the same ideas, thoughts or interests. Example; Facebook, LinkedIn or Pinterest.

• Positive - Allows for many people to be a part of the network and openly share ideas. Networking allows for many people to meet and mingle from all different areas of the world or intermix different industries. This is a great tool for the working man or woman.
• Negative - I find that the only negative would be the over networker in that someone who is constantly networking to meet people but not contributing the bigger picture. You have to not only meet people but also share in the network community.

A521.5.8.RB_Value Narrative

“Keep it simple. Keep it customer focused”

-Becky Vasquez

Keeping it simple and customer focused is the goal of the Technology Services department at Embry-Riddle Aeronautical University’s Worldwide Headquarters. In this sector of the university, we service over 150 locations and close to 2,000 faculty and staff members (these figures do not include students). Ensuring that all the needs are met in a timely manner is critical to the success of this department. In order to guarantee good customer service multiple training opportunities are provided to all staff throughout the year. The story below depicts the newest implementation, Parature, a service that allows tickets to be made in a system to guarantee all requests are handled properly and affectively.

In 2012, Embry-Riddle Aeronautical University’s Technology Services department introduced the Blackboard Student Services ticketing tool commonly known as Parature. This ticketing service allows for all staff members to monitor their workload while still providing excellent customer service to their daily customers. Due to the heavy call and email volume from staff and faculty members, having the ability to monitor when work is received and when it is completed it crucial in monitoring customer service values. On a regular basis any staff member, particularly in the Technology Services department could receive up to 10 emails and 10 phone calls per employee all relating to a different task. It can be difficult to monitor those requests and answer the needs of the customer in a timely manner without having a proper system in place. The Parature ticketing service now allows for not only employees but their supervisors to see when a task was requested, how it was handled and when it was completed. With this system in place employees are now able to address more issues and provide a better experience with the customer. Due to the nature of the institution, having a quick turn around on both complex and routine tasks is necessary. Prior to this implementation it was difficult to monitor customer service and satisfaction but with this new tool, both the customer and service provider (employee) are satisfied. The motto of the Technology Services department is “Keep it simple. Keep it customer focused” and with this implementation, employees now feel more empowered to do just that.  

In addition to the Parature ticketing system, the Technology Services department relies heavily on the value of good customer service. This means that regardless of a system being in place the only way to execute proper customer service skills is to have multiple training opportunities for the employees of the department. Training opportunities such as mentoring and group (team building) exercises equip employees with the means in which to be successful. Unfortunately not all employees will value customer service so it is up to the supervisors to guarantee those skills are put into practice. With these practices in place the Technology Services department can continue to provide excellent customer service to their customers and set high standards and expectations for others.

A521.5.4.RB_Aligning Values

Denning states that the three basic components of an ethical community are trust, loyalty and solidarity. These three simple components if not aligned properly can easily hinder the success of any organization. Proper business ethics must be stated and understood throughout all levels of an organization (from the ground up). Below are descriptions on how the three basic components are implemented into Embry-Riddle Aeronautical University (ERAU).

In order to be a prosperous organization there must be mutual respect and understanding as the underlying tone of the organization; trust is the foundation for that respect. ERAU believes in not only the students they teach but also the staff and faculty that work tirelessly to make that a possibility. They value the mutual respect and trust that is shared amongst all of its employees. ERAU would not be celebrating 100,000 graduates if their employees didn’t trust and stand behind the institution. The trust that the employees have for ERAU also helps in promoting the brand of the institution.

Loyalty is a necessity with any organization. Although loyalty is a value an organization should embody it is not a given and it needs to be established, created and maintained. ERAU has many opportunities in which they build loyalty with their employees which in turn spills over into the loyalty of the students in which we service. With happy employees, ERAU has created a community in which loyalty is a part of the foundation. Many of the employees at ERAU are former students which continued their career journeys with the institution due to their loyalty rates. Areas such as perks and benefits help to keep happy staff and faculty but student loyalty is of the upmost importance because with a community of loyal students, ERAU would not be able to survive.

Being one unit and moving as a whole is the solidarity aspect of the institution. We cannot grow and prosper if we are not working as a team. Having a sense of team or worth is another valuable tool in which ERAU promotes.

Ethics run deeper than a college business textbook; they are the foundation of an organization. In order to guarantee success in any organization understanding the foundation which includes trust, loyalty and solidarity is pivotal. Every organization must have these ethical values but understanding how to continue their growth is equally as important. No two organizations will be the same and with that be said some organizations will need to focus on more areas than others. ERAU has been able to maintain a balance with ethical values because it understands the needs in which it takes to care for them. Each day brings on new challenges and ERAU is determined to face what is given to them in order to keep a strong sense of security within the institution.

A521.5.1.RB_Core Workplace Value Assessment

Workplace Values Exercise

Rate the degree of importance that you place on each of the following workplace values using this scale:

1 = Very important to me
2 = Reasonably important to me
3 = Somewhat important to me
4 = Not important to me at all

I am interested in jobs and careers that include:

___3_ creating/building things
___1_ mental challenge/mentally demanding/problem-solving
___4_ physical challenge/physically demanding
___1_ opportunity for balance between work life and family life
___1_ flexibility in work structure
___2_ intellectual status, an acknowledged "expert" in a given field
___1_ order and structure
___2_ high degree of competition
___1_ integrity and truth
___1_ rewarding loyalty and dependability
___1_ having self-respect and pride in work
___1_ stability and security
___2_ strong financial compensation and financial rewards
___2_ being recognized for quality of work in a visible/public way
___1_ having a positive impact on others and society
___1_ using creativity, imagination; being innovative
___2_ variety and a changing work pace
___1_ professional development and on-going learning and growth
___3_ friendships and warm working relationships
___3_ teamwork and work groups
__4__  glamor, prestige, respect, or a level of social status
__3__ routine, predictable work projects
__2__ deadlines and time demand/pressure challenges
__2__ clear advancement tracks/opportunities for advancement
__2__ tranquility, comfort, and avoidance of pressure
__2__ dealing with the public/day-to-day contact with the public
__2__ using cutting edge or pioneering technologies or techniques
__2__ opportunities for supervision, power, leadership, influence
__2__ making decisions, having power to decide courses of action
__2__ respect, recognition, being valued
__2__ autonomy, independence, freedom
__2__ precision work with little tolerance for error
__3__ adventure and excitement

Your second step is to try and identify the 10 most important values to you. Circle each of these most important values from the list above.

Highlighted above (in no particular order)

Your third step is to now narrow down your list of 10 to the five core values you hold most sacred -- that you can't live without in your job/workplace -- and place them below: 

1.      Opportunity for balance between work life and family life

2.      Order and structure

3.      Having a positive impact on others and society

4.      Using creativity, imagination; being innovative

5.      Professional Development and on-going learning and growth

Now comes the tougher part. How well do your core values fit with your current job, career path, and employer -- and what, if anything, are you going to do about these results?
I am very lucky in that I work for an employer whose core values match mine very closely, but that hasn’t always been the case. In my past I have worked for organizations that were more like the robber baron types who were just out for themselves and not for the betterment of the company and or its employees. It was very important to me that when I started my career (post-college graduation) I was working with a company that had the following core values (in no particular order)

Opportunity for balance between work life and family life

Order and structure

Having a positive impact on others and society

Using creativity, imagination; being innovative

Professional Development and on-going learning and growth

When I started with Embry-Riddle Aeronautical University in 2010 I knew many good thing about the organization which helped in accepting the position I was offered. This institution provided me with the structure I value from a success organization as well as flexibility for the opportunity to balance work life and family life. I don’t want to feel as though I am chained to my desk without the ability to spend time with my friends, family and loved ones. ERAU also allows me on a daily basis to have a positive impact on not only my fellow colleagues but also with students who in turn impact the world around us. I think working with students in an educational setting is extremely rewarding. Not only is there structure with flexibility where I work I am also allowed to be creative. I might not necessarily have all of the right or best ideas but I have a lot of ideas and I like to be able to share them as often as I can. My current position doesn’t allow that to take place as much as I would like but I am trying to make a positive impact in other areas of the institution in order to show my value within my innovative way of thinking. Lastly ERAU allows for professional development. It was critical that I find an entry-level position out of college that would all me to grow and ERAU is a perfect example of that. Although I have not moved up or been promoted since I started in 2010 I have however started to network in other departments which could potentially lead me in a new direction.

All of these core values are constantly working together to ensure that their employees are happy and in turn providing our students with excellent customer service. It can be very difficult to find an organization like ERAU but when you do, it’s hard to leave.