You Can Fix Poor Cross-functional Relationships Fast

When poor relationships and bad  behavior are evident between  functional groups, overwhelmingly it’s a symptom of a deeper problem - “broken shared processes”. 

When shared processes prove problematic, and no one understands exactly why, relationships sour as different groups blame each other for “not getting their part of the work right”. Luckily, these relationships are easy to repair through process improvement efforts carried-out in the following way: 

1. bring the groups together and help them to see and understand the entire process, including the problems and waste
2. position them to design and implement a new process - one that works for all involved - complete with all of the supporting elements for keeping it in place: tools, standards, procedures, policies, training, measurement and reporting, auditing
3. guide them and provide what is needed as they design and replace the broken process with the new one 

Why does this approach repair relationships as effectively as it repairs processes?

Most people want to feel respected by their colleagues and most people  genuinely want to “get along”. As cross-functional teams work through a process improvement project, the close interaction helps participants of the different groups see “others” as people just like themselves – reasonable people “doing the best they can with the circumstances at-hand”.    

Once this enlightened perspective is in place, if the team is positioned  so they are confident they have what it takes to do a good job fixing the process, the response is enthusiastic. High engagement, high buy-in, and high cooperation all follow as everyone pitch’s in to get the job done.

Long Lasting, Easily Sustainable Results

A team working with all they need to design and replace the broken process will deliver a very precise, comprehensive, and sustainable result.  And, once the new process is in place, they will protect it and voluntarily teach others how it works.  As a result, without excessive process problems generating ill-will between the groups, healthy cross-functional relationships can be maintained for years, and even longer if you meet modify the process as circumstances and needs change over-time.