As Vertia’s first employee, it has been fascinating to watch the company evolve from an entrepreneur-driven startup into a “mini-giant” in the measurement industry that now employs around twenty people. There have been many different stages along the way, but during 2019 we grew to such a size that we split from a single large group into so-called self-managed teams. In this context, it is worth mentioning the transition to a self-directed (or rather, co-directed) operating model that began back in 2018, which has had a major impact on the form our cells and operations have taken today.
There were many reasons for the division into teams. The key challenges included the difficulty of centrally coordinating the schedules of a large team of surveyors, ensuring high-quality work, and providing seamless and flexible service to the customer.
At the outset, the surveyors divided themselves into groups of about five people, on a self-organized basis, of course. No criteria were specified for this division other than that each group must include at least one experienced surveyor, the so-called “group leader.” After this, the groups were free to organize themselves as they saw fit, but each group had specific tasks that it was required to carry out.
Responsibilities of the cells
Keeps construction sites happy
First, the team must handle the measurements in a way that satisfies the construction sites. Instead of the previous customer service-driven scheduling, the teams schedule their own work so that the surveyor responsible for the site maintains contact with the site and takes care of the site’s needs. From the site’s perspective, this is straightforward, as the same person both arranges the measurements and carries them out. Most often, the next visit is scheduled at the end of the day at the site office. At the same time, the surveyor can go over challenges related to, for example, the drying of structures and brainstorm solutions together with the site.
Quality of measurements
Second, we wanted to ensure that our customers always receive high-quality measurements and top-notch service. Performing quality assurance measurements isn’t easy; the real learning begins on-site after completing the training courses. Nevertheless, new surveyors should be able to measure and provide service at the same level as the seasoned veterans who have spent years on construction sites.
One of the cell groups’ tasks is to regularly review their own projects and discuss the challenges they’ve encountered and other lessons learned. It’s easy to ask a fellow member of the same cell group for help and advice, and trickier problems can be solved with the cell group’s leader. Since the cells can organize themselves however they see fit, work can be done either alone, in pairs, or in larger groups if necessary. This way, even inexperienced surveyors get the support they need and access to the tacit knowledge gained over the years.
Vacation and Sick Leave
Third, the teams primarily handle their own vacation and sick leave coverage. Since 2–3 surveyors from the team have already been briefed during the initial site meeting, the team can respond quickly in the event of illness and carry out the surveys without having to go through the whole orientation process again. From the site’s perspective, in the best-case scenario, everything proceeds as if nothing had happened, or at most, the surveyor simply reports being sick and coordinates a replacement schedule with the site and their trained partner.
Based on last summer’s experience, the cell model proved particularly effective for covering for staff during vacation periods. It is much easier to coordinate vacations among five surveyors who are already working on some of the same sites than to centrally organize the schedules of over 20 people so that all sites receive the services they need even during the vacation season.
Communication
Fourth, we wanted to bring more predictability and balance to our work. The teams themselves maintain information about their own projects and workloads. The team is also responsible for providing timely notice when projects are nearing completion and there is capacity to take on new ones. This way, the sales team has a better understanding of the company’s capacity to accept orders and can better anticipate peak periods or prepare for slower seasons by proactively focusing on sales.
Cells in Practice
The cell model has now been in use for about a year, and so far the experience has been positive. The evaluators feel that they receive better assistance and group support in dealing with their workloads. Scheduling tasks has become easier. Teamwork has improved, and the surveyors feel a sense of “team spirit” within their cells. Although there is some light-hearted competition between the cells, no harmful cliques have formed.
When the current daily routine of living with COVID-19 and social isolation began, it didn’t cause Vertia much trouble. Since the job had already been quite independent, the only practical change was that we were instructed to avoid visiting the office. Our workday had already started right from our front doors without gathering at the office, so the daily routine for surveyors has remained pretty much the same since the pandemic began. Professional and social interactions have shifted to the phone, messaging apps, and remote connections.
We also haven’t yet seen the full extent of what the cells are capable of. Since the cells are self-governing, they have the ability, for example, to specialize in certain functions and acquire the equipment they need. The cells also have the ability to recruit new observers into their ranks as needed. Since the cells can organize themselves however they see fit, it will be interesting to see if, after a few years, different cells have developed distinct operating styles.
Last but certainly not least among the advantages of the cell model is that the cells have chosen names that suit them. Of course, it was always cool to be a member of the Vertia cell, but it’s even better to be a proud and confident member of the Pulu, Mäyrä, 007, or Ahma cell!
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