The New Science of Building Great Teams
Collaboration and teams
The New Science of Building Great Teams
The chemistry of high-performing groups is no longer a mystery. by Alex "Sandy" Pentland
From the Magazine (April 2012)
Chromatic, 2010, digital drawing Andy Gilmore
Summary.
If you were looking for teams to rig for success, a call center would be a good place to start. The skills required for call center work are easy to identify and hire for. The tasks involved are clear-cut and easy to monitor. Just about every aspect of team performance is easy to measure: number of issues resolved, customer satisfaction, average handling time (AHT, the golden standard of call center efficiency). And the list goes on.
Read more on Collaboration and teams or related topics Analytics and data science, Behavioral science and Internal communication
A version of this article appeared in the April 2012 issue of Harvard Business Review.
AP
Alex "Sandy" Pentland Alex (Sandy) Pentland is the Toshiba Professor of Media Arts and Sciences with the Media Lab, Sloan School of Management, and College of Computing at MIT. Sandy directs MIT’s Connection Science and Human Dynamics research laboratories, advises the OECD, UN, and previously AT&T, Google, and American Bar Association, and co-led the World Economic Forum Personal Data initiatives.
Read more on Collaboration and teams or related topics Analytics and data science, Behavioral science and Internal communication