may have heard about San-iT’s Elite Teams model. It has transformed the way we
work, enabling our staff to offer better customer service and learn new skills
how do Elite Teams differ from the traditional Managed Service Provider (MSP)
model? And why is it so effective at boosting performance?
the answers to these questions as we explore the key benefits of an Elite Team
Team was developed by Martin Murphy and is detailed in his book, “From Mercenaries to
is a former Special Forces soldier, international adviser and coach to leaders
and high-performance teams. He uses his unique experiences to help growing
businesses expand sustainably.
elite team concept is designed for high growth businesses that want to maximise
the output of their people in a way that benefits everyone.
works like this: each team has around six people and is entirely self-managed.
Only one person in the team is responsible for communicating with a member of
the supporting team or director, although it’s not a rigid structure as whoever
leads the team on a particular day depends on the context and is decided by the
you have six elite teams, this means that thirty-six people can be supported by
one person “because autonomous teams can manage themselves,” explains Martin.
lot of IT support businesses operate on an MSP model, where they remotely
manage a client’s IT infrastructure on a proactive basis. We still do this on
an Elite Teams model. The difference
lies in how we communicate and work together.
when an MSP grows it’s team, the lines of communication increase substantially.
Inter-team collaboration becomes more difficult, resulting in performance
issues. Martin explains this further:
communication suffers when there are too many people on a team. That’s when
hierarchies are formed, leading to consolidated organisations where everybody
is widgetised and accountable for something, but nobody feels responsible for
the success of the whole organisation.”
other pitfall of large, hierarchical teams is the bystander effect. This
occurs when people in a large group assume others will take responsibility for
tasks nobody is specifically accountable for.
you can imagine, poor communication and a lack of accountability means
employees aren’t working as effectively as they should. Collaborating on
projects becomes difficult as does providing customers with quality support.
Elite Teams effectively solves these issues.
everyone is moving forward together, then success takes care of itself.”
– Henry Ford
E-teams break down hierarchical
communication barriers, allowing for multi-generational peer-to-peer learning and the
cross-fertilisation of ideas at all levels.
employees can get involved in projects that they haven’t worked on before. As
our 1st/2nd Line Support Engineer, Mat K-M explains: “If
you overhear one team talking about a project you’ve never tackled before, you
can join in on the discussion and learn new skills.”
can also easily gain exposure to new
technologies. Both perks ensure our employees can:
also ignite a stronger community with an emphasis on employee wellbeing. Being
intra-dependent, team members can rely
on each other for emotional support, coaching and feedback. “We have this really supportive environment
where everyone is looking out for each other,” says Mat.
collaboration is easier within e-teams,
our clients benefit from streamlined and rapid communication.
within the team is always on the same page. So, if a client calls for support,
they can speak with any member and get the right answers without being passed
from pillar to post.
clients also gain better results from
projects. Martin highlights why:
members are engaged, possess clarity of direction and have autonomy to solve
challenges quickly, the results that follow tend to be exponential as opposed
since our staff have access to immediate
feedback from all levels, they are continuously learning and improving. As
our apprentice, Terry Smith, puts it: “I
love coming to work because it allows me to challenge myself and learn new
things in the ever-evolving world of IT.”
naturally results in teams that are driven by excellence, who strive to be better
every day. Therefore, our clients always
get the best possible service.
e-teams encourage our staff to be more
innovative and creative. This is essential for progression – it helps us
develop better solutions to new problems.
advocates this tactic and encourages their staff to spend some of their work
time on creative projects. “Many of our
significant advances have happened in this manner,”
It has always been our focus: to ensure our people and our clients can improve their lives because of San-iT.
Teams makes this achievable. Our employees have the freedom and motivation to
consistently deliver their best work. This makes our client’s lives
significantly better when it comes to IT – they gain a faster, supportive and
more reliable service that puts them ahead of the game.
do you think of Elite Teams? We’d love to hear your thoughts. Share them on Twitter.