Using Self-Managing Teams to Improve Service Delivery: A Case Study from JHU

Our Student and Administrative Solutions team, which is responsible for supporting our SIS and other related services, was challenged with a multitude of internal issues that were starting to erode our good reputation and could negatively affect the quality of our products and solutions if unaddressed. Borrowing ideas from agile methodologies, we implemented five self-managing teams that have quickly and dramatically improved internal collaborations and engagement with our user community. We will share our experiences and encourage dialogue.