SERVICE: TEAM BUILDING + LEADERSHIP TRAINING
Facilitated The Implementation of a Company-Wide Cloud Migration Project for a Multinational Firm
Case Study Summary
When a large consulting firm embarked on a plan to migrate its data from physical servers to the cloud and enable clients to do the same, it knew the project would be a massive challenge. The firm decided to harness the full power of its back-end technology talent by combining two distinct teams, one that worked exclusively on internal initiatives and another dedicated solely to client projects. But the two teams had developed different cultures over time, creating tension. Leadership worried that the inherently opposite styles would stymie communication, create conflict and hamper progress. The firm engaged Turquoise Consulting, which help the two sides come together on a shared vision, a singular strategy and an agreed-upon set of priorities -- and build a crucial sense of trust.
The Challenge
Client: A Multinational Technology Firm
Break Down Silos and Unite Two Opposing Tech Cultures to Develop Shared Ownership of a Cloud Migration Initiative
When a large consulting firm embarked on a plan to migrate its data from physical servers to the cloud and enable clients to do the same, it knew the project would be a massive challenge. The firm decided to harness the full power of its back-end technology talent by combining two distinct teams, one that worked exclusively on internal initiatives and another dedicated solely to client projects. But the two teams had developed different cultures over time, creating tension. Leadership worried that the inherently opposite styles would stymie communication, create conflict and hamper progress. For example, if technology professionals on one team spotted issues and didn’t share them with the entire group, the consequences could be damaging.
Analysis & Diagnosis
Clashing Cultures: A Classic Case of the Tortoise and the Hare
The firm engaged Turquoise Consulting to design a solution. Turquoise started by interviewing the key stakeholders about the underlying differences in the team cultures and their deep concerns and fears about working together. Turquoise discovered that the two teams were like the classic tortoise and hare of Aesop’s fable. The internal team members tended to focus on longer-term goals; they moved methodically and deliberately with an emphasis on process, security and thorough testing before a product release. By contrast, the external-facing technology team concentrated on solving clients’ short-term issues, and prioritized fast sprints, hard deadlines, and quick delivery.
Turquoise came back to the client with a proposal for through a three-day experience, integrating presentations by leadership and training workshops for both leadership and teams. The idea was to transform and unite the group by giving everyone an opportunity to weigh in, form their own conclusions about the work ahead and develop a joint sense of ownership regarding the cloud migration project. The engagement would help the two sides come together on a shared vision, a singular strategy and an agreed-upon set of priorities. Success would depend on establishing trust and ironing out their differences to find common ground.
The Solution
Develop Trust and Empathy, Clarify Roles and Articulate Concrete Objectives and Deliverables
Given the dynamic at play, Turquoise focused many of the exercises on team building, and strategies to create and sustain a sense of empathy, which was crucial for the two sides to find middle ground. The workshops encouraged each group to imagine what the experience would be like from the other’s point of view and collaborate in designing both a new team culture and ways of working together that would benefit and empower everyone. Turquoise guided the two teams through a process of learning and discovery, helping them:
Understand that they could no longer work in silos because the project required interdependencies, a unified focus, and better communication.
Define who their “customers” were and what changes they would need to make to become more a customer-centric team as opposed to product-centric.
Clearly articulate the specific skills, capabilities and expertise needed in the team; identify gaps in team knowledge; and decide who would take responsibility for acquiring those skills.
Decide which stakeholders would need to be enroll as ‘protectors’ to shield the teams and the process from senior leaders pushing for unrealistically rapid change and delivery.
Recognize and define which activities would be considered in and out of scope for the work ahead, to ensure they stayed focused on priorities, and kept delivery times on track.
Agree on realistic goals to be achieved within three months.
Finally, Turquoise designed a multi-day workshop with the theme “Better Together” with activities, food and swag bags designed to highlight classic combinations and celebrate the transformation to a truly unified team. Designing exercises that were fun, while still focused on serious work, was a deliberate and essential strategy chosen to create a fertile learning environment and help bond the combined team.
To cement the forward momentum, the client engaged Turquoise to provide 10 sessions of executive coaching to the leaders of the internal and external tech teams. The goal was to help them consciously build a collaborative relationship and the tools to resolve any conflicts that might arise from working together – or from outside forces. The leaders identified and shared their values so they both understood what each would defend and stand up for if challenged by the other. They examined their roles and responsibilities, allegiances and working styles to discover where conflicts might arise. They develop strategies to address issues in a constructive way so the cloud migration project would always take priority and their employees would experience a united front.
The Impact
A Shared Vision and Strategy for a Significant Undertaking
In the end, everyone felt their voices were heard, their contributions were included in the overall design and that the two teams could collaborate effectively to tackle the cloud migration initiative. The entire team understood the imperative to establish a working environment where nothing important was left unsaid, no information was withheld, and any insights into problems brewing, either interpersonal or technical, needed to be surfaced immediately.
The two groups left the workshop with an agreement to give each other permission to have an exploratory phase, so that they could collectively find focus and come to desired outcomes. Turquoise helped them identify their unspoken expectations of each other and clearly articulate roles, responsibilities and accountability. All of this created an environment where creative design ended in smart, well-thought-through solutions – and most importantly trust.
Finally, Turquoise provided the team leaders with exercises that could be carried out in regular meetings after the engagement ended. This would keep the group focused on optimal ways of communicating and working, maintain the unified dynamic, and foster superior work.
Illustrations by Pawel Mildner