源之原味

跨职能团队的 3 Cs

 

Kate Sugrue ,Product Education Specialist @KateSugrue

这篇文章来自 intercom.com。原始 url 是: https://www.intercom.com/blog/the-3-cs-of-cross-functional-teamwork/

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The phrase “cross-functional” is most commonly used to describe a team made up of of people with different functions or skills.

At Intercom for example, our product teams include designers, programmers and product managers, unique roles working together as one. Or you might hear the term used when teams from different parts of a business work together on a big project, like the launch of a new product or release.

Every team needs to consider itself as working cross-functionally all the time

In both of these situations, a program or product manager takes the lead, operating as a kind of conductor, making sure all the instruments are in harmony, and ensuring everyone knows their role, their timing and their goal.

But what about when there is no big project or goal to work towards, and no conductor to call the tune?

For the most part, teams and functions go back to working in isolation, punctuated by ad hoc Slack chats, emails, coffee encounters and the odd company-wide presentation.

It is possible, however, to work more cross-functionally on an everyday basis.

The reality is that for organizations to be truly effective, every team needs to consider itself as working cross-functionally all the time, not just on a project by project basis – it just requires a more comprehensive framework for considering how teams interact with one another. We have learned the hard way just how crucial that is.

Why working cross-functionally matters to us

As the Product Education team, we create help documentation, videos, webinars and messaging to educate our customers. This means we need to work closely with nearly every team across our company, from the product teams to customer support to sales teams. Much of our work relies heavily upon information from other functions, and the success of our work depends on other teams sharing and utilizing the content we create. Good cross-functional practices are essential.

There are three universal benefits to focusing on everyday cross-functional excellence:

  1. It makes your work more efficient, by preventing isolated colleagues from working on the same things, working on the wrong things or working with outdated information.
  2. It helps resolve or avoid problems, by either already having the information we need or knowing exactly where to find it.
  3. It helps make better decisions, informed with the wider context of other teams’ priorities, roadmaps and issues.

When cross-functional practices break down it results in misalignment, varied interpretations and mixed results. So how can you build great everyday cross-functional practice for your team?

The 3 Cs of cross-functional work

Working simultaneously with multiple teams across your company can stretch you to your limits. On the Product Education team we needed a way to navigate – and mitigate – hectic periods of high cross-functional activity. During these periods, dozens of moving parts need be pieced together in a short space of time.

To negotiate these demanding periods, we designed a basic framework to help us gain visibility into, and ultimately scale, how we work with other teams. However, we quickly realised those principles could be broadly applied to all cross-functional work – not just the busy periods.

To create a framework, we divided cross-functional activities into three related activities:

  • 沟通 – teams need to be able to efficiently talk, ask questions, give answers, provide context and offer guidance to one another.
  • Collaboration – teams need agreed methods and common tools for working on shared tasks.
  • Coordination – teams need visibility on each others’ progress and direction.

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