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  • Is the Receptionist Better

    Connected Than You Are?

    Building an Effective Team

    Using

    Organizational Network

    Analysis

    Micki Nelson, CIO

  • MWH is a Global Environmental

    Engineering/Construction Company

    Privately held

    Over 150 years old

    $1.3B yearly revenue

    6500 employees

    145+ IT professionals

    world wide

    Over 200 offices located in Asia, Africa, North America, South

    America, Europe, Middle East, Australia and New Zealand

  • 2003

    MWH will be the premier global provider of wet infrastructure services by seeking

    profitable, sustainable growth opportunities that build on our core competencies

    and combined strengths.

    The corporation uses its global position and knowledge management concept to

    export best practices around the world instantly.

    Extremely decentralized, independent culture

    No consistent global practices

    Strongly relationala coffee pot culture existed

    Build a centralized, global IT organization that can operate virtually from anywhere

    Improve the overall performance and reduce cost

    The Culture

    The Challenge

    The Vision

  • Goal setting, gap analysis and careful

    planning was used to attain our goals

    Where do we want to be (2004 )?

    How do we get there (tactics)?

    How do we know weve arrived (metrics)?

    How do we stay there (and improve)?

    Where are we now (2003)?

  • Organizational Network

    Analysis

    Ed

    Tim

    Bob

    Pam

    Sal

    Sue

    ONA provides a picture of how work really gets done

    ONA is the study of who you know, not what you know!

    Relationships -- are multi-dimensional and discovered through the questions we ask

    Network structure will facilitate or impede effectiveness of team

    ONA provides quantitative metrics

    Three networks were examined at MWH:

    Information Network

    Awareness Network

    Energy Network

  • Density: Robustness of Network

    Number of ties, expressed as percentage of the number of

    pairs

    Dense networks have more face-to-face relationships

    12

    3

    56

    4

    9

    12

    10

    1314

    78

    11

    15

    16

    Low density calculation example:

    12 people = 132 possible connections

    Number of pairs = 132 / 2 = 66

    16 connections / 66 pair = 25%

  • Distance: Ease of Network

    Connection

    Average number of steps to reach all network participants

    Lower scores reflect a group better able to leverage

    knowledge and communicate important information more

    quickly

  • Centrality: Identifies Influential

    People

    How well connected each individual is

    Technical definition: Number of ties a person has

  • Network analysis is NOT about the

    org chart

    Organization Chart

    Network MapSenior Vice President

    Jones

  • 2003: Information sharing is higher

    within groups than across them

    Network Measures

    Density = 6%

    Distance = 3.2

    Centrality = 9

    Central People

    Smith (29)

    Jones (26)

    White (21)

    Doe(21)

    = Pasadena

    Location

    = High Wycombe= Warrington

    = Chicago

    = Denver

    = EMEAI Other

    = Walnut Creek

    = AP Other= USA Other

    = India= Other

    = Christchurch

    Asia-Pacific

    UK

    Americas - ERP

    Americas

    QUESTION ASKED:

    Please indicate the extent to which the people listed below provide you with information you

    use to accomplish your work. (Responses of frequently and very frequently.)

  • 2003: Many people with low tenure are

    central to the information network

    QUESTION ASKED:Please indicate the extent to which the people listed below provide you with information

    you use to accomplish your work. (Responses of frequently and very frequently.)

    Network Measures

    Density = 6%

    Distance = 3.2

    Centrality = 9

    Central People

    Smith (29)

    Jones (26)

    White (21)

    Doe (21)

    = 2-5 Years= 5-10 Years= 10+ Years

    = 0-2 yearsMWH Tenure

  • 2003: The awareness network is much

    denser than the information network

    QUESTION ASKED:I understand this person's knowledge and skills. (Responses of agree and strongly agree.)

    Network Measures

    Density = 19%

    Distance = 2.1

    Centrality = 29

    = Pasadena

    Location

    = High Wycombe= Warrington

    = Chicago

    = Denver

    = EMEAI Other

    = Walnut Creek

    = AP Other= USA Other

    = India= Other

    = Christchurch

    Central People

    Nelson (74)

    James (68)

    Smith (65)

    Mona (65)

  • What were the obvious challenges?

    Creating a collaborative global/virtual team

    Improved project execution

    NIH (not invented here)

    Culture

    Time zones

    Systems & processes

    Communication and collaboration

    Spreading the VISION

  • So what? What have we done with

    this information?

    ONA has been done every year since 2003

    Specific tactics have been put in place each

    year

    A variety of tools and techniques have been

    tried with varying success

  • Tactic: Team Building

    Bringing teams together regionally and globally

    Facilitated Meyers Briggs (MBTI) training and

    awareness

    Facilitated technical sessions

    Facilitated communication/interaction training

    Facilitated and informal

    social interactions

  • Tactic: Job swaps

    Trade jobs across regions

    2 weeks to 2 months in length

    Immersion exposure to regional culture &

    expectations

    Opportunity

    for social

    interaction

  • Tactic: Clearer career paths

    Documented Performance Track with KPIs

    Commitment to advertise all jobs internally

    and globally

    Succession planning at all levels

    Cross-team participation

    when interviewing and

    selecting applicants

  • Tactic: Interpret Network Map

    to advance specific personnel

    actions

    India

    Asia-Pacific

    Americas

    Individual role

    change removed

    barrier and

    boosted

    collaboration.

    Europe

    Americas - ERP

  • Tactic: Time zone

    accommodation

    US UK

    IndiaNZ

    Creative

    (or multiple)

    meetings

    Flexible

    work

    hours

    Collaboration

    tools

  • Tactic: Improved systems and

    processes

    ITIL: 88% of iNet trained

    Change Management

    Incident Management

    Release Management

    Problem Management

    Configuration Management

    Global standards

    Remote management tools

  • Tactic: Varied and improved

    communication

    Communicate, communicate, COMMUNICATE!

    Email

    Instant messaging

    Staff meetings

    Web casts

    Internal newsletter

    Discussion threads

    Knowledge bases

  • So Where are we now?

  • Awareness has increased

    dramatically

    2003 Network

    2010 Network Measures

    Density = 33%

    Distance = 1.7

    Centrality = 53

    Central People

    Nelson (142)

    Park (117)

    Dickson (109)

    Doe (103)

    2003 Network Measures

    Density = 6%

    Distance = 3.2

    Centrality = 9

    2010 Network

  • Employees central to the Awareness

    Network tend to have longer company

    tenure

    Awareness Network

    responses of agree,

    strongly agree

    How long have you worked

    at MWH?

    4 7 Years

    0 6 Months

    6 Months 1 Year1 1.5 Years

    1.5 2 Years

    2 4 Years

    110 20

    Years

    >20 Years

    7 10 Years

  • Connections in and between

    regions have increased significantly

    2003 Network

    2010 Network

    Americas

    Europe-Africa

    Asia Pacific

    ResourceNet

    Middle East

  • With tenure, cross-regional ties

    become more common

    MWH AmericasEMEAIMWH APResourceNetMWH Global

    Employees with less

    than 4 years tenure

    Employees with 4 or

    more years tenure

  • Daily or weekly virtual communication

    is common for individuals central to

    iNet and the information received is

    considered effective

    Information Effectiveness

    Network responses of I know

    this person and have found

    them to be effective sources of

    information

    How often do you communicate

    virtually with iNet employees

    overseas

    No Response

    Never

    Once a Year

    Quarterly

    Monthly

    Weekly

    Daily

  • High level of collaboration

    86%

    Never Weekly Daily

    0%

    5%

    10%

    15%

    20%

    25%

    30%

    35%

    40%

    45%86% of iNet

    team

    members talk

    to a team

    member in

    another region

    every week.

    In fact, 62% do

    this daily!

  • Most iNet business units cross

    geographical boundaries

    Information Network

    responses of frequently,

    and very frequently

    What is your business unit?

    Other

    Application Services

    Customer Services

    Infrastructure Services

    MWH Global iNet

    MWHCI IDCOPS

    Project & Solution Services

  • Most central energizers appear

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