The implementation of a digital service approach to fostering team autonomy, distant collaboration, and knowledge scaling in large enterprises

Abstract

BACKGROUND: Autonomous acting of individuals and as teams are key elements of agile, distributed, and partly or entirely distant working environments. The availability of relevant processes, methods, tools, and guidelines is key to leveraging team autonomy. OBJECTIVE: This article presents the design and implementation of a digital self-service kit (SSK) approach featuring high scalability, as well as a quality assurance and continuous improvement mechanism. As consumers, the teams within an organization can use these SSK’s anytime and on-demand without any constraints in location, time, or quota. As producers (of knowledge and experience), they can also assume active roles in the extension and continuous improvement of the SSK’s. METHODS: This has been achieved in open community networks where feedback is actively leveraged and constantly integrated in the SSK’s design. Such open Communities of Practices (CoP) ensure that all interested parties can contribute to the adequateness of both the content and the provision of the SSK’s in both local and distant corporate settings. Both the design and implementation have been done and evaluated in a large-scale international corporate environment where high cultural diversity, as well as distant collaboration are of key importance. RESULTS: The results presented in this article include a generic digital self-service approach to distance learning and coaching of teams in the particular context of the agile transformation of large corporate organizations. Key elements include a strong and systematic expert team involvement in the process of the setup and design of such digital SSK’s, as well as a well-explained and understood kit structure for efficient and effective utilization and re-contextualization of the contained knowledge into team-specific project contexts. This contributes to team autonomy as a major prerequisite for the agile transformation, as well as knowledge scaling across the organisation. CONCLUSIONS: The key insights gained from this experiment confirm the high relevance and effectivity of the approach especially during periods where distant collaborations are essential (e.g. during a pandemic crisis).