RC Cafe Archives

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Creating change without redesigning organizational structures is like building a house without foundations, according to Jon Erik Borreson, RCRC partner and principal of Alaric Consulting in Norway.  He takes inspiration from the Relational Model of Organizational Change, which proposes three ways to strengthen relational coordination to produce sustainable performance outcomes - relational, work process and structural interventions.  In this RC Partner Cafe we will focus on structural interventions.

Relational Model of Organizational Change

In this Cafe, Jon Erik Borreson and Jody Hoffer Gittell will discuss: How do we assess which structures - job design, selection and training, accountability, rewards, meetings, information systems, etc. - need to be redesigned to strengthen and sustain relational coordination? What do we know from the research?  How is this done in practice?

Jody will introduce the Organizational Structures Assessment Tool (OSAT) as a tool that comes from research and has been adapted to help leaders assess how well their current organizational structures support relational coordination. Cafe participants will receive access to the OSAT to use in their own work, including an interview-based format, a survey-based format, and a visual representation.

Discussants

• Jon Erik Borreson (Alaric Consulting, Norway)
• Jody Hoffer Gittell (RCRC, USA)

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• Julie Wilson (Institute for the Future of Learning, USA)
• Patrick Daly and Daniel Downs (North Reading Public Schools, USA)
• Erin Abu-Rish Blakeney (School of Nursing, University of Washington, USA)
• Brenda Zierler (Biomedical Informatics and Medical Education, University of Washington, USA)

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The fissured workplace is a growing reality, as shown by David Weil (Heller School, Brandeis University) in The Fissured Workplace.  As work is contracted out and dispersed across organizations, the link between frontline employees and the brand entity that captures value is weakened.  This results in downward pressure on wages for workers and a rising likelihood of safety violations. Although we think of this trend as happening in apparel, autos and other manufacturing industries, it also occurs in the healthcare sector as suggested by the disparity between hospital-based and home-based workers, and in the hotel sector where people working on-site but hired by outside contractors are increasingly exploited.  The fissured workplace thus creates challenges for equity - but also creates challenges for the coordination of work.

Does relational coordination as a framework and a practice to help us to understand and address equity and coordination challenges?  In this cafe we bring together several colleagues who are applying relational coordination to supply networks in multiple countries and sectors, to engage in this important conversation.

Discussants

Vasilica Maria Margalina, Universidad Tecnica de Ambato (Ecuador) (footwear and apparel)

Dana Minbaeva, Copenhagen Business School (Denmark) (manufacturing)

John Paul Stephens, Case Western Reserve University (USA) (construction)

Christine Bishop, Brandeis University (USA) (healthcare)

Facilitator

Gabriela Corbera, Lead Strategist, Global Social Innovation, LLC (USA) (social entrepreneurship)

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Change is challenging for organizations, particularly changes in roles and relationships. Readiness for change is, therefore, a major area of interest for both researchers and practitioners in the RC community. Researchers are seeking to build evidence and theories about readiness for change.  Change agents are seeking to assess readiness so their change efforts are not wasted, and so they can help to create readiness where it does not already exist.

Discussants

Darren McLean and colleagues, Gold Coast Health (Australia)

Claus Jebsen, Institute for Cocreating Leadership (Norway)

Jonathan Scaccia, The Wandersman Center (USA)

Facilitator

Jody Hoffer Gittell, RCRC, Brandeis University (USA)

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Summary

Margot Tanner (The Walker Project, Switzerland) kicked off the conversation by sharing examples the analog way that hospital teams that she has worked with communicate and relate with some aid of IT. She followed this by sharing details on the future of health including healthcare in the home and telemedicine. She left us with both a principle “Information is not communication. To connect per click is not to relate.” Also, a question “What makes technology relational?” Ben Kragen (Brandeis University, USA) shared his work with telemedicine – specifically patient perception of video conference for health care appointments. Finally, Carmen De Pablos Heredero (Rey Juan Carlos University, Spain) shared her project in higher education where her main interests are sharing not just knowledge but experiences as well, promoting cooperative work and learning by doing and to activate students as “knowledge producers instead of passive consumers.” In her study, she asks the question “How do we manage relations efficiently through digital social networks: analysis from the relational coordination model.”

The discussion began with the reflection that there are multiple definitions of relational technology - repositories of information vs. platforms to connect. We discussed care coordination in hospital systems. We wondered -  is it enough for care coordinators to have strong ties to everyone? Alternatively, should they also foster those strong ties between others so that they don’t become the bottleneck instead of the connector? Should we reconsider the care coordinator job as more of a facilitator who helps to build systems knowledge? Human Resources can help to support this type of coordination through relational job design and reward systems.

We moved on to discuss how we handle care coordination across multiple organizations when issues arise about who “owns” the patient. An example included coordination hubs – described as an "air traffic control center for patient care" – as a possible solution. We discussed the flip side to building inter-organizational connections in that it makes it harder when someone leaves the organization or is promoted – how do we maintain those connections by embedding them in the role relationship? The group delved deeper into considering whether the care coordination responsibility should spread out and part of everyone’s role. David Christenson (The Taos Institute) pointed out that everything we’ve discussed ties back to relational leadership.

Jody Hoffer Gittell (Brandeis University, USA) facilitated the discussion session and summed up her takeaways from the conversation - relationships drive the structures and can shape how we use them. The way to make technology relational is to build a culture of RC through leadership support and relational interventions, which can help people use the technology in a way that it was intended to be used – to facilitate coordination. However, we can’t wait for technology to do that, we need to create a culture that enables people to understand why they need to connect.

Health Systems Transformations Around the World

Led by Peter Tsasis and Grace Liu (York University, Canada), Jennifer Perloff (Brandeis University/USA) Hao Gong (Rutgers, USA/China) and Richard Wylde and Rachel Flemming (NHS, UK)

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Presenters: Bulin Zhang and Helen Liu (Rutgers University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussants: Barbara Belk (Kaiser Permanente Northwest) and Na Fu (Trinity College Dublin)

Weaving the Principles of Relational Coordination Into Inter-professional Education

Led by Brenda Zierler (University of Washington), Janet Steinkamp (Grand Canyon University)and Constance Filling (Association of American Medical Colleges)

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Presenter: Denise Burgen (University of Rochester)

Discussant: Christine Bishop (Heller School, Brandeis University)

Feedback from the RCRC Community – Where are we now and where are we going?

Led by Jody Hoffer Gittell (RCRC) and Jim Best (Saybrook)

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• Google Document

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Presenters: Hun Whee Lee (Michigan State University) and Eunhee Kim (Cornell University)

Discussant: Michele Williams (University of Iowa)

Temporary Teams and Complex Projects: Improving RC in Construction

Led by 

• Karen Albertson, Occupational Health Consultant, Team Working Life, Denmark
• Ron Lawson, former Director of Office of Construction, Cleveland Clinic, USA
• Daniel Massie, Ph.D. Candidate, BI Norwegian Business School, Norway
• John Paul Stephens, Associate Professor, Case Western Reserve University, USA 
• Inger-Marie Wiegman, Work Environment Advisor, and Development Consultant, Team Working Life, Denmark 
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Sustaining RC Changes Amidst Leadership Turnover

Led by Malcolm Eade (Salus Global)

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Relational Coordination Theory: A Review of the Evidence, New Directions, and Q&A with RCRC Team

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Presenter: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Relational Coordination Interventions to Ensure Public Safety

Led by Sarah Hean (Bournemouth University), Chip Coldren (CNA) and Lauren Hajjar (Suffolk University)

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Utilizing Relational Coordination Tools to Improve a Comprehensive Youth and Gang Violence Collaborative

• Recording
• Chat and Responses

Challenges and Opportunities for RC Change in Hospital Care

Led by Micha Kampfer and Margot Tanner (walkerproject ag)

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Using Relational Coordination To Achieve Policy Goals

Led by Elizabeth Okrant (Brandeis University, and Massachusetts Behavioral Health)

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Improving Relational Coordination for Chronic Pain Management in VA: A Proposed Mixed-Methods Study

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Presenter: Rendelle Bolton (Brandeis University/VA)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Dylan Ross (Kaiser Permanente)

School Improvement Using Principles of Relational Coordination

Led by Sana Shaikh (Brandeis University) and Jeff Grim (University of Michigan)

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How Institutional Forces Shape the Implementation of a Relational Coordination Program in a Large Australian Public Hospital

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Presenter: Darren McLean (Griffith University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Jennifer Perloff (Heller School, Brandeis University)

Back by Popular Demand: The RC Survey Report (and Results)

Led by Michael Noce (RC Analytics)

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Testing Innovative Interventions – The Workforce Crisis in Residential Care

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Presenters: Laura Lorenz, Marji Erikson Warfield, Heba Naim, Frances Shechter Raede (Heller School, Brandeis University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Christine Bishop (Heller School, Brandeis University)

Measuring RC for Organizational Change: Update on Tools

Led by Michael Noce (RC Analytics)

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Presenter: Elli Meleti (University of Glasgow)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Anne Douglass (University of Massachusetts Boston)

Building RC for Community Health and Wellness – a New Frontier

Led by Sally Retecki (CareOregon) and Sally Kraft (Dartmouth Hitchcock)

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Factors and Processes Underlying Increases of Relational Coordination in Task-Coordinating Groups

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Presenter: Jim Best (Saybrook University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: John Paul Stephens (Case Western Reserve University, Weatherhead School of Management)

Building Relational Coordination Across Organizational Boundaries

• Recording
• Cafe Chat
• Dana Minbaeva PowerPoint
• Joel Cutcher-Gershenfeld PowerPoint

Organizing For Student Success: A Proposal For Relational Coordination In Higher Education 

Presenter: Jeff Grim (University of Michigan)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Susan Gershenfeld (Heller School, Brandeis University)

Performance Management in Context: Formative Cross-Functional Performance Monitoring for Improvement and the Mediating Role of Relational Coordination in Hospital

Presenters: Edel Conway (DCU Business School) and Aoife McDermott (Cardiff Business School)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Martin Connor (Gold Coast Health)

Improving the Interdisciplinary Team Work in the Operating Room: Using Relational Coordination as a Framework and Model for Organizational Change

Presenter: Birgitte Torring (PhD candidate, Aalborg University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Tim Vogus (Professor, Vanderbilt University)

Relational Coordination Meets Social Construction – A Conversation

Presenters: Jody Hoffer Gittell (RCRC) and Sheila McNamee (The Taos Institute)

Facilitator: Tony Suchman (Relationship Centered Healthcare)

Relational Self-Affirmation: Changing the Stories We Tell Ourselves (discussion only)

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• Slides

Presenter: Julia Lee (Postdoctoral Fellow, University of Michigan)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Amy Wrzesniewski (Professor, Yale University)

Improving Interdisciplinary Teamwork in Surgical Care Through a Relational Coordination Change Initiative 

Presenter: Caroline Logan (Associate, Abt Associates)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Kent Haythorn (Vice President, Surgical Services at Emory Healthcare)

Relational Coordination and Cross-Selling in Chinese Retail Chain – The Role of Human Resource Management

Presenter: Helen Liu (Associate Professor, Pennsylvania State University)

Facilitator: Jody Hoffer Gittell (Professor, Heller School, RCRC, Brandeis University)

Discussant: Stephen Procter (Professor, Newcastle University)

Coordinating Complex Construction Projects – A Relational Approach 

Presenter: John Paul Stephens (Associate Professor, Case Western Reserve University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Joyce Fletcher (Professor, Simmons College)

Public Schools and Immigrant Families Partnering for Student Success 

Presenter: Cady Landa (PhD Student, Heller School, Brandeis University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Anne Douglass (Associate Professor, University of Massachusetts Boston)

Leveraging Shared Governance Through Evidence Based Practice Councils: The Role of Reciprocal Learning and Relational Coordination

Presenter: Mario Desmedt (Chief Executive Nurse Officer, Hospital of Valais)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Charles Heckscher (Professor, Rutgers University)

Testing an RC Intervention to Affect Organizational Change Across a Youth Violence Collaborative

Presenter: Brenda Bond (Professor, Suffolk University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Lauren Hajjar (Adjunct Faculty and Senior Fellow, Suffolk University)

Shaping Systems to Promote Desired Outcomes: Interprofessional Collaborative Practice in Rural North Carolina EDs

Presenter: Donna Sullivan Havens (Professor, UNC Chapel Hill School of Nursing)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Frannie Shechter Raede (Doctoral Student, Heller School, Brandeis University)

Building the Ties That Bind: Hub Firms and Relational Capacity in Cross-Organizational Networks 

Presenter: Anna Perlmutter (PhD Student, Case Western Reserve University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Benjamin Gomes-Casseres (Professor, Brandeis International Business School)

Speaking the Same Professional Language: Associations With Relational Coordination and Perceived Quality of Care in Swiss Rehabilitation

Presenter: Manuel Stuhlinger, Gudela Grote, Jan Schmutz (ETH Zurich)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Timothy Vogus (Professor, Vanderbilt University)

Improving Relational Coordination in Community Based Care Through Multi-disciplinary Meetings – A Clustered Randomized Control Trial 

Presenter: Vera Scholmerich (Professor, Erasmus University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Kenneth Milne (Physician Leader, Founder, Salus Global Consulting)

Speedy Delivery Versus Long-Term Strategy: Knowledge Coordination Under Time Pressure Between Project Teams and Permanent Departments in Amsterdam Public Works 

Presenter: Freek Van Berkel (PhD Candidate, VU Amsterdam)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Ragnhild Kvalshaugen (Professor, Norwegian Business School)

Relational Coordination of Workforce Diversity and Firm Performance: The Moderating Impacts of Workgroup Autonomy and Multisource Feedback

Presenter: Hun Whee Lee (Seoul National University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Michele Williams (Cornell University)

Closing the Quality Gap: Coordination of Chronic Care 

Presenter: Jessica Mellinger (University of Michigan)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: John Carroll (MIT Sloan School)

Care Coordination: A Relational Systems Approach

Presenter: Suhna Lee (Yale University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Christine Bishop (Heller School, Brandeis University)

Exploring the Linkages Between High Performance Work Systems and Organizational Performance: The Role of Relational Coordination

Presenter: Muhammad Siddique (Institute of Management Science, Pakistan)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Xiangmin Liu (Pennsylvania State University)

Using Congruence and Relational Coordination Theories to Elicit Change in Baltimore City Public Schools 

Presenter: Sana Naeem (PhD Student, Heller School, Brandeis University)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: Anne Douglass (Professor, University of Massachusetts Boston)

Promoting Human Dignity in Organizational Life: A Case Study of Hagar International

Presenter: Delia Mannen (ESADE Business School)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)

Discussant: John Paul Stephens (Case Western Reserve University)

Relational Coordination and Collaborative Knowledge Creation

Presenter: Harold Alvarez (Maastricht University, Dept. of Organizations and Strategy)

Facilitator: Jody Hoffer Gittell (Professor, RCRC, Heller School, Brandeis University)