ABSTRACT
Proposition: Effective collaborative working in service-based operations needs to bring together four key resources of people, process, technology and data. When people work together systematically using integrated processes, sharing common data, seamlessly exchanged between heterogeneous systems, an efficient and effective service is likely to be the outcome. This is because the people involved in the process will understand how to work together in a mutually supportive manner where their specific roles and responsibilities have been clearly defined. They will be united by a common sense of purpose in a common process. It will be through the common process that data will be able to flow, unhindered by different technologies and platforms, so that all team members receive the data at the point of need, thus enabling them to carry out their part in that process.
