Peer assists
What are peer assists?
A peer assist is simply a process where a team of people who
are working on a project or activity call a meeting or workshop
to seek knowledge and insights from people in other teams. While
seeking help from peers is certainly not new, the formal use
of this process as a knowledge management tool and the coining
of the term ‘peer assist’ were pioneered by British
Petroleum (BP).
What are the benefits?
- Peer assists are part of a process of what BP calls ‘learning
before doing’, in other words gathering knowledge before
embarking on a project or piece of work, or when facing a
specific problem or challenge within a piece of work. The
benefits of peer assists are therefore quickly realised: learning
is directly focused on a specific task or problem, and so
it can be applied immediately.
- A peer assist allows the team involved to gain input and
insights from people outside the team, and to identify possible
new lines of enquiry or approach – in short, reusing
existing knowledge and experience rather than having to reinvent
the wheel. Peer assists also have wider benefits: they promote
sharing of learning between teams, and develop strong networks
among people.
- Peer assists are relatively simple and inexpensive to do:
they do not require any special resources or any new, unfamiliar
processes.
- It is worth using a peer assist when a team is facing a
challenge, where the knowledge and experience of others will
really help, and when the potential benefits outweigh the
costs of travel.
How do I go about it?
There is no single right way to hold a peer assist. The following
is a method that has worked well for BP.
1. Clarify your purpose
Peer assists work well when the purpose is clear and you communicate
that purpose to participants. Define the specific problem you
are seeking help with, and be sure that your aim in calling
a peer assist is to learn something (rather than seeking endorsement
for a decision you have already made).
2. Has the problem already been solved?
Do some research to find out who else has already solved or
tackled a similar problem. Also, share your peer assist plans
with others, as there may be other teams who are currently tackling
a similar problem who could also benefit from participating
in the peer assist.
3. Get a facilitator
You will need a facilitator from outside the team, to make sure
the meeting participants reach their desired outcome. The facilitator
also may or may not record the event: be sure to agree on that
before the meeting.
4. Timing is important
Ensure that you plan a date for the peer assist that is early
enough in your project to make use of the input you receive
and to do something different on the basis of what you have
learned. A frequent mistake is to hold the meeting too close
to the decision date to make a real impact. Consider that you
might get a different response to the one you expect: will you
have time to do anything about it?
The length of a peer assist depends on the complexity of the
problem and tends to be somewhere between half a day and two
days long.
5. Select the participants
Once you are clear on your purpose, select participants who
have the diversity of knowledge, skills and experiences needed
for the peer assist. Six to eight people is a good number. Look
‘across’ the organisation rather than ‘up’
it – hierarchies can hamper the free exchange of knowledge
whereas peers tend to be much more open with each other and
can challenge without feeling threatened. Avoid the temptation
to select ‘the usual suspects’: if the same experts
are selected for peer assists again and again, you may be limiting
the number of fresh ideas and perspectives available to you.
Similarly, seek to select people who will challenge your ways
of thinking and working and perhaps offer a different angle,
rather than looking for people who will validate your current
approach. You might consider inviting people from outside your
organisation.
6. Get clear about the deliverables
Get clear on what you hope to achieve during the peer assist
and then plan the time to achieve that. The deliverables should
comprise options and insights rather than providing an answer.
It is up to the person or team who called the peer assist to
then make the relevant decisions, based on what is learned.
Provide the participants with any briefing materials in advance
so that they have adequate time to prepare.
7. Allow time for socialising
Allow time in your agenda for the teams to get to know one another;
this might be a dinner the night before or time for coffee at
the start of the day. It is important to build rapport so that
the group can work openly together.
8. Define the purpose and set the ground rules
At the start of the meeting, ensure that everyone is clear about
the purpose of the peer assist and their roles within it. The
role of the host team is to listen in order to understand and
learn. The role of the visiting team is to share knowledge and
experience to help resolve the challenge without adding to the
workload. Agree that where there are areas of contention, you
will focus on the activity rather than the individual people
involved.
9. Start by sharing information and context
Divide the meeting time roughly into four equal parts. During
the first quarter, the host team will present the context, history
and their future plans regarding the problem or challenge in
question. Keep this part short and sharp – you only want
to say enough to get the visiting team started in the right
direction. Remember that the purpose of the peer assist is to
learn rather than tell.
When communicating the problem or challenge about which you
are seeking input, be prepared for it to be redefined as part
of the peer assist process. It may be that the problem you have
identified is in fact the symptom of a further problem and the
peer assist will help you identify the root cause.
10. Encourage the visitors to ask questions and give
feedback
In the second quarter, the visitors consider what they have
heard, and then begin by discussing what they have heard that
has surprised them, and what they expected to hear but haven’t.
The host team should take a back seat at this stage and simply
listen; in some cases they may even opt to leave the room. The
visitors then consider what else they need to know to address
the problem and where might they find that knowledge. It may
be that they want to make some telephone calls and talk to some
other people, or request some data or reports. Remember, they
are not seeking to solve the problem but to offer some options
and insights based on their own knowledge and experience.
11. Analyse what you have heard
The third quarter of the meeting is for the visiting team to
then analyse and reflect on what they have learned and to examine
options. Again, the home team remains largely in the back seat;
it might be appropriate to involve one or two of them, provided
that they continue to listen and learn rather than closing off
options or seeking to draw conclusions too early.
12. Present the feedback and agree actions
In the fourth and final quarter of the meeting, the visiting
team presents their feedback to the host team and answers any
questions. The presentation will be along the lines of ‘what
we have learned, what options we see, and what has worked elsewhere’.
As with all feedback, this should start with the positive –
what has been done well, and then what options there are to
do things differently. When presenting what has worked elsewhere,
presenters should simply tell the story rather than prescribing
‘you should…’
In closing, the person who called the peer assist should acknowledge
the contribution of the visiting team, and also commit to when
he or she will get back with an action list of what the team
are going to do differently.
Finally, invite the visiting team to reflect on what they have
learned and what they will take away and apply. Learning is
never one-way.
Are there any other points I should be
aware of?
- In the context of the NHS, an important consideration is
that of evidence-based practice. When conducting peer assists,
you will need to ensure that lessons learned are based on
a combination of both on-the-job experience and sound research
evidence.
- You might wish to carry out an After
Action Review following your peer assist to look at whether
the process went according to plan, what was different and
why, and what can you learn from that for the next time.
- While the peer assist process is designed to provide input
for a specific purpose or project, consider who else might
benefit from the lessons learned. Always look out for opportunities
to share and re-use knowledge and learning.
Resources and references
As the peer assist process was pioneered by BP, the above information
was taken exclusively from the following two key sources. These
sources easily provide enough information to get started.
Collison, Chris and Parcell Geoff. (2001) Learning
to fly: practical lessons from one of the world’s leading
knowledge companies. Oxford: Capstone.
Chapter 6: Learning from your peers. (This book as a whole is
well worth a read – refreshingly low on theory and jargon,
and high on sound, practical advice based on proven results).
Collison, Chris Collison Parcell, Geoff. Learning before
doing: BP’s peer assist process. Knowledge Management
Magazine, 2001, Volume 4, Issue 10
An article that draws on the information in the chapter 6 of
the above book
|