217 Building towards organizational resilience and complexity leadership SETTING THE SCENE In the Netherlands, Sanquin has been known primarily as the national blood bank, the sole entity legally tasked to collect blood and produce products under the Dutch Blood Supply Act. Under the Sanquin Foundation, there are two distinct but interconnected entities: a not-for-profit side (consisting of the blood bank, research and lab services, and corporate staff and services) and a for-profit side (consisting of Sanquinnovate and Diagnostics). Hence, Sanquin is a multi-divisional, multi-expertise organization that singularly and collaboratively carries out its public and private duties.11 Methodology A three-step, consecutive qualitative approach was conducted: 1. A document analysis of over 150 Intranet, Internet and internal Sanquin reports. 2. Semi-structured interviews (n=31) with Sanquin employees. 3. Four feedback sessions with Sanquin employees. The document analysis was the first step. It began with assessing Intranet articles, posted by Sanquin’s Communications Department under the “coronavirus” tag during March 2020–April 2021. This time frame was chosen to gain knowledge of the events that happened within the first year of the pandemic and of the employees who were active therein. Some of these posts had links to external (public) articles of Sanquin, which were also reviewed. Internal reports voluntarily shared from employees interviewed in Step 2 gave further information regarding initiative(s) and its outcomes. From June 2020 to August 2021, interviews were done using purposeful sampling from the key employees found in Step 1. Inclusion criteria were that they were a Sanquin employee for at least a year, had been involved in a COVID-19 initiative and were willing to communicate in English. An interview guide was created in line with the research questions, and a semi-structured method was chosen to allow for additional probing and follow-up questions as appropriates.12 All but one of the interviews occurred virtually or over the phone. Recording was done with consent and interview notes were kept for all. Respondents were free to recommend others to be interviewed. Interviews were done until saturation was reached. As a last step, the results from Steps 1 and 2 were analyzed and shown back to respondents during four feedback sessions in January 2022 with differing the number of participants (n=1, 50, 7, 75). Two of these sessions (sessions 1 and 3) included only prior respondents while the other sessions included both prior and new respondents, which occurred during mandatory presentations for the research division. In all sessions, the first author presented the anonymized findings and invited open feedback from the audience.
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