Social Network Analysis as a Driver of Continuous Improvement: A Case Study

Social network analysis (SNA) is a research method that, when applied to improvement science, can help leaders understand the strength of relationships within their organization. The COVID-19 pandemic has had a lasting impact on organizational norms, and it has interrupted relationship building efforts. This paper documents a case study of the Kentucky Department of Education (KDE), which deployed SNA techniques to strategically identify areas of growth within its network and design intentional, targeted solutions to improve the network health. As organizations emerge from the pandemic environment and begin to plan continuous improvement efforts, they would be well served to examine the impact of the pandemic on their level of connectedness. The broader impact and generalizability of the case study as well as considerations for replication are also discussed.