Organizational Improvements Through Boundary Spanning

In a world that is constantly evolving, it is important for organizations to have a continuous flow of innovation. Organizations, such as Apple, are continually thinking of what is next. How can the designs of products be improved? How can key processes be improved? What can be done to improve the organization’s performance? The key to making all these improvements in performance is to push fourth boundary spanning and work cross-functionally throughout the organization. Employees in one department must get out of their comfort zone and interact with employees in a different department. Doing just this can really help optimize the organization’s potential and make the needed improvements. Not only does cross-boundary teamwork improve workplace communication, but help identify problems, solutions, and new opportunities. Clampitt (2017) also notes that boundary spanning can decrease conflict by promoting better understanding for employees. Let’s explore more of the nature of boundary spanning.

The Nature of Boundary Spanning

Power (2012) states, “teamwork across organizational boundaries is unnatural” (p. 1). Without a doubt, this statement is true. Many boundaries within an organization are created, intently or unknowingly, with the purpose of restricting communication between departments or subunits. These aspects can include the diversity of an organization and the use of space within it. Teamwork across organizational boundaries is in fact unnatural. Employees naturally stay in their own subunits and within their comfort zones; however, there is a tactic that organizations can use to push pass boundaries. The concept of teamwork across organizations is known as boundary spanning. Specifically, Schotter, Mudambi, Doz, and Gaur (2017) define boundary spanning as, “a set of communication and coordination activities performed by individuals within an organization and between organizations to integrate activities across multiple cultural, institutional and organizational contexts” (p. 403). In the big picture, boundary spanning ultimately helps reach the organization’s goals.

In the Workplace – AdventHealth

Boundary spanning is a common concept that is practiced throughout my organization, especially in the face of the COVID-19 pandemic. Working within the Patient Access Department of AdventHealth Daytona Beach, it is important for registrars to have an open line of communication with many other departments and understand their processes. These other departments include the Laboratory Department, the Imaging Department, the Cardio Pulmonary (Respiratory) Department, the Ambulatory Surgical Unit, and the Cardiac Procedure Unit. Registrars need efficient communication over the phone or through computer-mediated technology (i.e. online chats) with other units to ensure the privacy and safety of patients. As Patient Access moves towards an era where the registration process is solely over the phone and online due to the pandemic, efficient communication is needed now more than ever. As a registrar for my organization, my role is to understand the processes within each department to better serve the patients. This means understanding the terminology and procedures relevant to the department. Ultimately, this helps me keep a continuous and efficient line of communication going every day and helps combat any organizational boundaries.

Moreover, the Patient Access Department has started utilizing a new software system, as well as a new process for registering patients. Employees are no longer locked to their respective facilities, but are now expected to register patients in other facilities in need of help. Using this new software system, registrars from various facilities around Volusia County can communicate with each other. Additionally, supervisors can also monitor activity and offer guidance when needed. Leaders push boundary spanning by practicing the concept themselves. Leaders make every effort to communicate and understand the processes of other departments through virtual meetings and walk-throughs. This allows leaders to aid employees throughout any organizational changes. Nevertheless, despite the efficiency of boundary spanning within AdventHealth, there is always room for some improvement. The challenge for leaders to how to encourage all employees to continuously use the online chat for efficient communication throughout the day, and how to sustain the practice of boundary spanning. A bad habit in every organization is for employees to resort back to the comfort zones of their departments. Instead, employees must take it day by day, and make every effort to cross boundaries by interacting and assisting other departments.

Key Takeaways

Just like any team sports, it is important for organizations to practice boundary spanning and work as a cohesive team to obtain a shared goal (Power, 2012). In the healthcare industry, this shared goal is to offer the best clinical and non-clinical services to patients. To work as a cohesive team, each department must continuously work to overcome organizational boundaries, such as language and culture. The most efficient way to improve organizational performance to beat competitors is for employees of all levels to tackle these boundaries head on. Get to know the process of another department. Spend the day shadowing a different position. More importantly, try to retain this new information to have a better understanding of the processes within the organization. Boundary spanning is no easy task, yet it is well worth it in the long-run. How will you tackle boundary spanning today?

 

References

Clampitt, P. G. (2017). Communicating for Managerial Effectiveness (6th ed.). Thousand Oaks, CA: Sage Publications.

 

Power, B. (2012). Get your team to work across organizational boundaries. Retrieved from https://hbr.org/2012/04/building-a-team-across-organiz

Schotter, A. P. J., Mudambi, R., Doz, Y. L., & Gaur, A. (2017). Boundary spanning in global organizations. Journal of Management Studies, 54(4), 403-421. doi:10.1111/joms.12256