Transforming Relationships for High Performance: The Power of Relational Coordination

by Jody Hoffer Gittell

Overview

Whether from customers, supply-chain partners, policymakers, or regulators, organizations in virtually every industry are facing calls to do more with less. They are feeling compelled to provide higher-quality outcomes, more rapidly, at a lower cost.

This book offers a road-tested approach for delivering these outcomes through positive organizational change. Its message comes just in time, for too many companies have gone the way of low-road strategies, such as cutting pay and perks, and working harder not smarter. Drawing on her path-breaking research, Jody Hoffer Gittell reveals that high performance is fundamentally relational—rooted in both human and social capital.

Based on this insight, she provides a unique model that will help companies to build meaningful relationships among colleagues, develop smarter work processes, and design organizational structures fit for today's pressure test. By following four organizations on their change journeys, she illustrates how "relational coordination" unfolds in real-world settings. Tools for change guide readers as they learn how to implement this new model in their own workplaces.

Product Details

ISBN-13:	9780804787017
Publisher:	Stanford University Press
Publication date:	08/03/2016
Edition description:	New Edition
Pages:	320
Product dimensions:	6.20(w) x 9.10(h) x 1.10(d)

About the Author

Jody Hoffer Gittell is Professor at Brandeis University's Heller School for Social Policy and Management. She is Executive Director of the Relational Coordination Research Collaborative and author of The Southwest Airlines Way (2005) and High Performance Healthcare (2009).

Table of Contents

Preface vii

Acknowledgments ix

Part 1 Relationships and Performance 1

Chapter 1 Meeting Performance Pressures with a Relational Response 3

Chapter 2 How Relational Coordination Drives High Performance 13

Chapter 3 Engaging Clients in Relational Coproduction 31

Chapter 4 Engaging Co-Workers in Relational Leadership 45

Chapter 5 How Structures Support-or Undermine-the Three Relational Dynamics 60

Part 2 Getting From Here to There 77

Chapter 6 A Relational Model of Organizational Change 79

Chapter 7 Relational Coordination at Group Health 95

Chapter 8 Relational Coproduction in Varde Municipality 118

Chapter 9 Relational Leadership at Dartmouth-Hitchcock 144

Chapter 10 Bringing It All Together at Billings Clinic 170

Part 3 Tools For Change 197

Chapter 11 Relational Interventions to Create New Ways of Relating 199

Chapter 12 Work Process Interventions to Create New Ways of Working 221

Chapter 13 Structural Interventions to Support and Sustain the New Dynamics 243

Chapter 14 Bringing It All Together in Your Organization-and Beyond 265

Notes 277

Index 299

Editorial Reviews

"Inviting and inspiring! Gittell masterfully weaves together academic insights and the voices of change agents to create a compelling guidebook. Each page of this book reveals something critical about the relational dynamics needed for our health care system to function better."

Stanford Health Policy (CHP/PCOR) - Kathryn McDonald

"Transforming organizations requires courage, perseverance, and vision. Anyone considering this challenge will find it easier and more doable with the evidence, cases, and tools that Jody Hoffer Gittell provides. This book is a beacon based on her pioneering work on positive relationships that drive and sustain innovation. Let's do it!"

MIT Sloan School of Management and Institute for Work and Employment Research - Thomas A. Kochan

"Jody Hoffer Gittell is one those rare individuals who has successfully translated 'what works' in industry for health care settings. Her relational coordination framework, implementation guide, and case studies provide a coherent approach for moving beyond fragmented efforts to improve teamwork. With this book, you can create organization-wide change based on shared goals, shared knowledge, and mutual respect."

Institute for Healthcare Improvement - Don Goldmann

"We are entering the age of relationships. This book makes a good argument for how effective work relationships will enable us to manage the tough problems which complex cross-cultural interdependent work will increasingly confront us."

MIT Sloan School of Management and author of Humble Inquiry and Humble Consulting - Edgar H. Schein

"Positive sustained change in firms happens through relationships. This book is an inspired and substantive account of how relational coordination enables excellence in team and organizational performance. It offers a powerful framework, useful tools, and clear examples that will help readers to create impactful change."

University of Michigan - Jane E. Dutton

"Positive sustained change in firms happens through relationships. This book is an inspired and substantive account of how relational coordination enables excellence in team and organizational performance. It offers a powerful framework, useful tools, and clear examples that will help readers to create impactful change."—Jane E. Dutton, University of Michigan


"We are entering the age of relationships. This book makes a good argument for how effective work relationships will enable us to manage the tough problems which complex cross-cultural interdependent work will increasingly confront us."—Edgar H. Schein, MIT Sloan School of Management and author of Humble Inquiry and Humble Consulting


"Transforming organizations requires courage, perseverance, and vision. Anyone considering this challenge will find it easier and more doable with the evidence, cases, and tools that Jody Hoffer Gittell provides. This book is a beacon based on her pioneering work on positive relationships that drive and sustain innovation. Let's do it!"—Thomas A. Kochan, MIT Sloan School of Management and Institute for Work and Employment Research


"Inviting and inspiring! Gittell masterfully weaves together academic insights and the voices of change agents to create a compelling guidebook. Each page of this book reveals something critical about the relational dynamics needed for our health care system to function better."—Kathryn McDonald, Senior Scholar and Executive Director, Stanford Health Policy (CHP/PCOR)


"Jody Hoffer Gittell is one those rare individuals who has successfully translated 'what works' in industry for health care settings. Her relational coordination framework, implementation guide, and case studies provide a coherent approach for moving beyond fragmented efforts to improve teamwork. With this book, you can create organization-wide change based on shared goals, shared knowledge, and mutual respect."—Don Goldmann, Chief Medical and Scientific Officer, Institute for Healthcare Improvement

From the Publisher