This issue brief explores an application of the Team Relatedness and Team Workflow (TRTW) to evaluate changes in team communication during a Business Process Reengineering (BPR) project.
IMPAQ used TRTW matrices before and after a BPR project at the Tennessee Department of Human Services (TDHS) to evaluate the level of shared understanding among staff before and after the implementation of a new standardized process.
TRTW measures two main factors: team members’ assessments of the extent to which collaboration was required for optimal performance and staff perception of the way that information flows between team members. The effectiveness of the TRTW in measuring team communication has been supported by research in the field of Industrial Psychology. In this project, the IMPAQ team adapted the TWTR from the field of Industrial Psychology, gaining a measure of the internal communication among staff and demonstrating that methods from different fields of social science can complement the implementation of BPR and provide useful measurement of its effects on team communication.