tag:blogger.com,1999:blog-69359880584033596752024-02-18T18:53:20.673-08:00Bud Taylor - Customer Driven Change. Author - Customer Driven Change
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. Consulting Engagements: business strategy, change management, organization structure, human resources, innovationBud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.comBlogger71125tag:blogger.com,1999:blog-6935988058403359675.post-35123832376858427152014-11-12T14:49:00.001-08:002014-11-12T14:49:18.772-08:00Do Managers Eat Their Young?<div dir="ltr" style="text-align: left;" trbidi="on">
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<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3KRN9MivfA7IS-0x7NAn8YP-pgx6mLUSWUr7QE6B4eFYiOK-LV3DUczPTNPiVp6b-0q9euzx_mFPMGjZeHZ7VwQ_PoxiXd7zepJJoHz-kCGIKR190NeCCVyjZ-nL02pecj68VMwRoylUJ/s1600/saturn.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3KRN9MivfA7IS-0x7NAn8YP-pgx6mLUSWUr7QE6B4eFYiOK-LV3DUczPTNPiVp6b-0q9euzx_mFPMGjZeHZ7VwQ_PoxiXd7zepJJoHz-kCGIKR190NeCCVyjZ-nL02pecj68VMwRoylUJ/s1600/saturn.jpg" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="color: red; font-size: large;">Saturn Devouring His Son</span></td></tr>
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<span style="font-size: large;">I’ve
become a skeptic regarding the power of knowledge.<span style="mso-spacerun: yes;"> </span></span></div>
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<span style="font-size: large;"><o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">The
remarkable trait of humans that separates us from the rest of the animal
kingdom is our capacity to accumulate knowledge.<span style="mso-spacerun: yes;"> </span>For example, I can tell children to not touch
a hot stove.<span style="mso-spacerun: yes;"> </span>This is a piece of
knowledge that I’ve never experienced but I believe it to be true so I pass
that knowledge along.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This
is not so for other animals.<span style="mso-spacerun: yes;"> </span>Watch a
lioness teach her cubs to hunt.<span style="mso-spacerun: yes;"> </span>All she
can do is transfer her direct knowledge to those cubs.<span style="mso-spacerun: yes;"> </span>She can’t sit around and say, “hey, I was
talking with your aunt yesterday and she thinks it’s a good idea to stay away
from the horns of the water buffalo.”<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">So
we’re blessed with a special gift that has driven the history of humanity,
right?<span style="mso-spacerun: yes;"> </span>Well maybe “not so much.”<span style="mso-spacerun: yes;"> </span>The human race has lots of knowledge that it
constantly ignores: kids do touch hot stoves; 20% of American’s smoke; and our
eating habits are so atrocious that the average American is 25 pounds heavier than
in 1960.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="color: red; font-size: large;"><b>The Myth of Listening</b></span><br />
<span style="font-size: large;">I
bring this up because of a barrage of books, articles, and blogs I see that
discuss the known virtues of “listening” – almost as a panacea for all that ails
organizations.<span style="mso-spacerun: yes;"> </span>We know that the simple improvisation
technique of “… yes – and” performs miracles at work.<span style="mso-spacerun: yes;"> </span>This simple technique invites diversity into
the conversation and allows ideas to emerge, bump into other ideas, and become
innovations that save the world.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">You
don’t have to believe me, just read authors such as Stephen Johnson and his seminal
book: <i style="mso-bidi-font-style: normal;"><a href="https://www.youtube.com/watch?v=NugRZGDbPFU">Where Good Ideas Come From</a></i>.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">Yet
managers consistently behave counter to this known wisdom.<span style="mso-spacerun: yes;"> </span>In fact, my experience tells me that most
“successful” executives are bad listeners.<span style="mso-spacerun: yes;">
</span>They know how to control and they know how to direct.<span style="mso-spacerun: yes;"> </span>Much of their success emanates from their
capability to get things done by only listening to those who are on the same
narrow path.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">Why
is this?<span style="mso-spacerun: yes;"> </span>Why is asking a manager to
listen akin to asking a diabetic to forego dessert?<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">I’m
not sure that I have the definitive answer; however, I recently had an insight
that let me form an opinion. Here it is.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span>
<span style="color: red; font-size: large;"><b>The Myth of Saturn</b></span></div>
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<span style="font-size: large;">I
was in the <i style="mso-bidi-font-style: normal;"><a href="https://www.museodelprado.es/en/">Museo National del Prado</a></i> in
Madrid.<span style="mso-spacerun: yes;"> </span>Spain is the home of Francisco
Goya so I decided to learn what I could about this famous artist.<span style="mso-spacerun: yes;"> </span>In so doing I stumbled into his period of Black
Paintings.<span style="mso-spacerun: yes;"> </span>I was specifically struck by
his rendering of <a href="https://www.youtube.com/watch?v=3Lawz8TcPig"><i style="mso-bidi-font-style: normal;">Saturn Eating One of His Sons</i><i style="mso-bidi-font-style: normal;">.</i></a><o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">The
mythology says that Saturn, who was the Roman god of time, would be deposed
from power by one of his sons, just as Saturn deposed his father.<span style="mso-spacerun: yes;"> </span>Saturn’s survival answer was simple; he would
devour his sons as they were born.<span style="mso-spacerun: yes;">
</span>However, through trickery one son, Jupiter, was hidden and did in fact
bring Saturn his fate.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">There
are plenty of art experts who have interpreted this work; however, when I saw
it I immediately saw organizational dynamics.<span style="mso-spacerun: yes;">
</span>It gave me a possibility for why many managers do not listen.<span style="mso-spacerun: yes;"> </span>Why managers don’t let go.<span style="mso-spacerun: yes;"> </span>Why managers revel in being the smartest
person in the room.<span style="mso-spacerun: yes;"> </span>Why managers feel
the compulsion to have the final word with the final answer.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">I
know I’m speculating but am I really that far off the mark?<span style="mso-spacerun: yes;"> </span>Managers like to be in control.<span style="mso-spacerun: yes;"> </span>They fear randomness and chaos.<span style="mso-spacerun: yes;"> </span>When ideas other than their own come to the
table the idea and the advocate are threats – not just to the issue at hand but
to the security of the manager’s job.<span style="mso-spacerun: yes;">
</span>The young are seen as challengers to the manager’s ESP – Ego, Status,
and Power.<span style="mso-spacerun: yes;"> </span>Survivalism trumps listening.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">That’s
just my opinion, I could be wrong.</span><o:p></o:p></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-77069799373142960332014-10-20T17:36:00.001-07:002015-02-03T07:24:13.839-08:005 Images to Guide Organization Renewal<div dir="ltr" style="text-align: left;" trbidi="on">
<div style="text-align: justify;">
<span style="font-size: large;">I've spent decades helping executive teams renew their organizations to keep them healthy and relevant. I've learned a lot while working for marquee clients around the world. In fact I often feel swamped by my learnings - they sometimes seem to be contradictory.</span></div>
<div style="text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="text-align: justify;">
<span style="font-size: large;">So recently I sat down to answer the question: "what are the basic principles for organizational renewal?" What is the core to my work? Where are the safe harbors to which I return when the seas of change are in turmoil. I came up with five principles and added an image to each. They should be self-explanatory. </span></div>
<div style="text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="text-align: justify;">
<span style="font-size: large;">Here you go. Enjoy!</span></div>
<div style="text-align: justify;">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhhyphenhyphenpU7v-ltt5h6XR5AYz8jq1nX-db8egp5aenwgoLLP7j6YJ5CEKQz0oy1wN5lk7X7aIrM7tIWbB4djNpLThhmD4TIDhoGgVVUBNCJWuAgsj23rcVd2vthQ4s2L3C9oyMfaPM95srUSgzy/s1600/Slide2.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhhyphenhyphenpU7v-ltt5h6XR5AYz8jq1nX-db8egp5aenwgoLLP7j6YJ5CEKQz0oy1wN5lk7X7aIrM7tIWbB4djNpLThhmD4TIDhoGgVVUBNCJWuAgsj23rcVd2vthQ4s2L3C9oyMfaPM95srUSgzy/s1600/Slide2.jpg" height="300" width="400" /></a></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0zshpHNWZFmmwJliM4wyGTVBqJsbD2n9JV6yVmYbk-TndqVAobU0eANIuXJIt0kwU38JboEbcF_EEl61V-ZnJWdi6Nxsa97owR7xoHCdYjSc22Lj4d8X6zlAqxBObTNTerL1RxbKZ368d/s1600/Slide6.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0zshpHNWZFmmwJliM4wyGTVBqJsbD2n9JV6yVmYbk-TndqVAobU0eANIuXJIt0kwU38JboEbcF_EEl61V-ZnJWdi6Nxsa97owR7xoHCdYjSc22Lj4d8X6zlAqxBObTNTerL1RxbKZ368d/s1600/Slide6.jpg" height="300" width="400" /></a></div>
<div style="text-align: justify;">
<span style="font-size: large;">Well, that's my career in organizational renewal. </span></div>
<div style="text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="text-align: justify;">
<span style="font-size: large;">I'm looking to share what I have learned through: keynote addresses, workshops, and intense consulting assignments. I'd like to hear from you, so <a href="mailto:BudTaylor.consultant@Verizon.net" target="_blank">click</a> here to send me a direct email so we can find time to talk.</span></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-1364683788509823632014-08-26T16:58:00.001-07:002014-08-27T14:45:15.696-07:00Why Do You Have A Twitter Account?<div dir="ltr" style="text-align: left;" trbidi="on">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhMq2veZCT7jWxWBAtxV-d9ef9ivNC7nMV2cjngWB4rES_xfXs19s4aog4tWUZCYBxWj-3X5ouuSuPj03DyykESm9Payb4W-JHvQAw_k5utXJcqDZ0vPRWxomQvpQgEiBS0Vm1YmrLiN3ht/s1600/twitter2.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><span style="font-size: large;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhMq2veZCT7jWxWBAtxV-d9ef9ivNC7nMV2cjngWB4rES_xfXs19s4aog4tWUZCYBxWj-3X5ouuSuPj03DyykESm9Payb4W-JHvQAw_k5utXJcqDZ0vPRWxomQvpQgEiBS0Vm1YmrLiN3ht/s1600/twitter2.jpg" height="200" width="200" /></span></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">Social is not Business Media</span></b></td></tr>
</tbody></table>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">You’ve
got to be on social media – it’s an ante in today’s consulting profession. Get your brand out-there. Get “posted” and “shared”. </span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I’ve
heard all of these admonishments and I’ve invested in a reasonable digital
footprint: website, blog, Facebook, LinkedIn, Google+ and others. <span style="mso-spacerun: yes;"> </span>However, Twitter has been a sideliner for
me.<span style="mso-spacerun: yes;"> </span>I’ve had an account since January
2010 but I’ve barely used it.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><b style="mso-bidi-font-weight: normal;"><span style="color: red;">Framing the Twitter Experiment</span></b><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Several
months ago I was leading a workshop where the majority of participants were
“millennial digital marketers.”<span style="mso-spacerun: yes;"> </span>I’m
always fascinated with how smartphones have become a human appendage; however,
this group took it to a new level.<span style="mso-spacerun: yes;"> </span>It
was constantly being fed by Twitter.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">“Ok”
I said, “I’ve got to figure this thing out.”<span style="mso-spacerun: yes;">
</span>So, being a disciplined consultant I designed a test.<span style="mso-spacerun: yes;"> </span>My assumption was that exposure on Twitter
would attract “followers” that would generate new business opportunities.<span style="mso-spacerun: yes;"> </span>To this end I framed a very specific
challenge for myself with the following features:</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
</div>
<ul>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">I would <a href="https://twitter.com/CustomerDrivenC" target="_blank">Tweet a “management insight”</a> everyday for
three months.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">Criteria for the insight
were:</span></span></li>
<ul>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">It
had to be personal; based on my experience only; a true “Bud-ism”</span></span></li>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">No
parroting.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">I would not quote others nor
would I re-tweet</span></span></li>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">The
insight had to be original and of high quality</span></span></li>
</ul>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">I would measure success through Twitter
metrics.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">I wanted to:</span></span></li>
<ul>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">Double
my number of followers, and</span></span></li>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">Exponentially
increase my “views” and “re-tweets.”</span></span></li>
</ul>
</ul>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: large;"><span style="color: red;">What I Learned From Twitter</span><o:p></o:p></span></b></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Well
I’ve reached the end of my three-month test and the results have been mixed, at
best.<span style="mso-spacerun: yes;"> </span>I’ve learned a lot like:</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
</div>
<ol>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">There’s no sense posting business tweets on
weekends or holidays</span></span></li>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">I could increase my views by personalizing them,
like starting them with “in my experience” or by attaching a photo – personals
were best</span></span></li>
<li><span style="text-indent: -0.25in;"><span style="font-size: large;">Although I increased my followers by 50% I
wonder about the quality:</span></span></li>
<ul>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">I got many media, aggregator types of followers
who had thousands following them, but their re-tweets never resulted in a
bounce-back to me.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">The re-tweets just
seemed to be filling the Twitter-sphere</span></span></li>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">The valuable followers usually had less than 100
followers of their own.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">They seemed to
be quality practitioners who were interested in the insights and were my best
source of “re-tweets”</span></span></li>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">Some of the best exposure came through my links
with other channels such as my followers on Facebook.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">In fact, I’ve gained a new appreciation for
the business power of Facebook</span></span></li>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">The weekly metric reports from Twitter create a
drive to play the game.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">The reports
provide an incentive to do everything I didn’t want to do.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">Specifically, if you want to get re-tweeted
you need to name, quote and re-tweet others.</span><span style="text-indent: -0.25in;">
</span><span style="text-indent: -0.25in;">My value to others was the opportunity to promote themselves</span></span></li>
</ul>
<li><span style="font-size: large;"><span style="text-indent: -0.25in;">My biggest disappointment came from my
established contact list.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">Although I’ve
promoted my Twitter experiment to them – not one of them added me as a
follower.</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">I discovered that most of them
don’t have a Twitter account and those that do are passive users</span></span></li>
</ol>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: large;"><span style="color: red;">Main Message</span><o:p></o:p></span></b></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">My
overall take-away from the experiment is that Twitter is not useful as a
branding tool for me.<span style="mso-spacerun: yes;"> </span>I found that Twitter is truly <i style="mso-bidi-font-style: normal;">social</i>
media, not business media.<span style="mso-spacerun: yes;"> </span>Twitter is
full of unintelligible hash-tags, links and re-tweets.<span style="mso-spacerun: yes;"> </span>When you're on Twitter if you don’t know what
you're looking for, you’ll never find it.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Here’s
an anecdote that captures my Twitter experiment. Several weeks into my experiment I called a
friend for some advice. He worked for a digital
marketing company and I used him several years ago to help me link YouTube to
my website. He was one of the first that
I “followed” on Twitter. He puts out 2-3
tweets each day.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">When
I called him, the initial conversation was confusing.<span style="mso-spacerun: yes;"> </span>The fog cleared when he said: “Bud I haven’t worked
for that company in 2.5 years and I haven’t opened my twitter account
since.”<span style="mso-spacerun: yes;"> </span>His daily tweets are parroted feeds
from aggregators.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<o:p><span style="font-size: large;">I have learned a lot from my experiment. I’ll continue to post on Twitter because it’s fun and it challenges me to keep developing my list of precise and concise beliefs about management. Also, I’m now much more savvy about where to focus my business branding on social media – and it’s not on Twitter.</span></o:p></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-76505166547585428762014-08-04T09:41:00.000-07:002014-08-04T09:43:51.817-07:00Change Management – I’m Tired of Culture<div dir="ltr" style="text-align: left;" trbidi="on">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgQGnPjYEmygybxBGedmBqOr4VdVI06FzJAx59YLLiZq3BWTFbA9_Vx2uvcihyphenhyphenwM4zb5YBXmQbTov6haIO4X7w9jWGVolzZlMDhCiEJqS8MJurkjqHEtUnxWUryfZrJEbhO8psrNsw2_LQZ/s1600/culture.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgQGnPjYEmygybxBGedmBqOr4VdVI06FzJAx59YLLiZq3BWTFbA9_Vx2uvcihyphenhyphenwM4zb5YBXmQbTov6haIO4X7w9jWGVolzZlMDhCiEJqS8MJurkjqHEtUnxWUryfZrJEbhO8psrNsw2_LQZ/s1600/culture.jpg" height="157" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: large;">Say What????</span></b></td></tr>
</tbody></table>
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<span style="font-size: large;">What
is culture?</span><span style="font-size: large;"> </span><span style="font-size: large;">I read a lot about it these
days, particularly as a barrier to implementing change.</span><span style="font-size: large;"> </span><span style="font-size: large;">Culture has become a curmudgeon.</span><span style="font-size: large;"> </span><span style="font-size: large;">A general consensus has developed that
solving “the way we do things around here” will bring implementation bliss to
change management.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">My
only problem is that the more I read about culture the less I know what to do
about it.<span style="mso-spacerun: yes;"> </span>It seems that we’re happy
defining the problem without giving the specifics of a solution.<span style="mso-spacerun: yes;"> </span>Why wake a sleeping dog?<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Come
on – we’ve got to do better than that.<span style="mso-spacerun: yes;">
</span>It’s time that we parsed culture into its essential elements and then
offered up ways to change it?<span style="mso-spacerun: yes;"> </span>We all
know the elements – they’re common to any change readiness assessment.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><b style="mso-bidi-font-weight: normal;"><span style="color: red;">Management factors</span></b>, such as:</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
</div>
<ul>
<li><span style="font-size: large; text-indent: -0.25in;">Organization design – with roles &
responsibilities</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Planning processes – from strategic through
business plans to projects</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Reporting & Measurement systems – for
operations & programs</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Reward schemes – for compensation &
recognition</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Procedures, processes, & controls</span></li>
</ul>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><b style="mso-bidi-font-weight: normal;"><span style="color: red;">Leadership factors</span></b>, such as:</span><span style="font-family: Symbol; font-size: large; text-indent: -0.25in;"><span style="font-family: 'Times New Roman';"> </span></span></div>
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</div>
<ul>
<li><span style="font-size: large; text-indent: -0.25in;">Setting a vision</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Inspiring the passion in all employees</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Communicating authentically & transparently</span></li>
</ul>
<br />
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<span style="font-size: large;">You
can make up your own list but at the end of the day isn’t that the definition
of “culture.”<span style="mso-spacerun: yes;"> </span>Doesn’t that describe,
“how we do things around here?”<span style="mso-spacerun: yes;"> </span>Aren’t
these the things we’re trying to change so that an organization can alter or
accelerate the path that it’s on?<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Here’s
an example.<span style="mso-spacerun: yes;"> </span>Several years ago I was
working at Whirlpool, a great company with many great brands; however, at the
time resource power & control rested in the vertical operations – those who
designed, manufactured, distributed, and sold the durable appliances.<span style="mso-spacerun: yes;"> </span>Brand managers worked horizontally to
influence changes across these verticals.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">For
many months my team worked with the Kitchen-Aid brand to develop ideas for
product innovations and enhanced customer experiences.<span style="mso-spacerun: yes;"> </span>We were neck deep in great ideas & little
results.<span style="mso-spacerun: yes;"> </span>Efforts at implementation
veered off course and generally withered.<span style="mso-spacerun: yes;">
</span>At the heart of the problem was Whirlpool’s refined and efficient
planning process.<span style="mso-spacerun: yes;"> </span>There was a drumbeat
that was known and obeyed by all.<span style="mso-spacerun: yes;">
</span>Culture was eating change.<o:p></o:p></span></div>
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<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;">Once
we figured out that planning was a barrier to innovation the executive team
agreed that we could work with the finance & planning people to redesign
the planning system.<span style="mso-spacerun: yes;"> </span>It took close to a
year and involved things such as:</span></div>
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<ul>
<li><span style="font-size: large; text-indent: -0.25in;">New mandates for planning sub-teams to make them
more diverse & distribute decision make power</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Criteria to get change initiatives out of the
regular flow of decision making and monitoring</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Detailed revision of forms that drove the
process</span></li>
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<span style="font-size: large;">In
essence we needed to change the rules of the game if we were going to change
resource allocation decision.<span style="mso-spacerun: yes;"> </span>Culture wasn’t
the problem, the disciplined legacy planning process was.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I
believe it’s time to expunge the “culture” word for change management.<span style="mso-spacerun: yes;"> </span>If change isn’t happening we need to
disaggregate “how things are done,” roll-up our sleeves and change the rules of
the game.<o:p></o:p></span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-26761240660211258512014-07-15T16:00:00.000-07:002014-07-15T16:00:33.554-07:00Organization Renewal – The Key To Being Healthy & Relevant<div dir="ltr" style="text-align: left;" trbidi="on">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjJs1BswsJZ4thWZ00ja4Ip2tZulrHPtfTrz8LSoiKqwdbQoO81FqeHgqVh5a6AcsZ1YHkCz4G1dwWszcG0lU8z-YO61hUWHKjUh9z3nXqBbW-53lQXaFJELJ1E3GSCx-ekhcq73S9ngkhJ/s1600/renewal.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjJs1BswsJZ4thWZ00ja4Ip2tZulrHPtfTrz8LSoiKqwdbQoO81FqeHgqVh5a6AcsZ1YHkCz4G1dwWszcG0lU8z-YO61hUWHKjUh9z3nXqBbW-53lQXaFJELJ1E3GSCx-ekhcq73S9ngkhJ/s1600/renewal.jpg" height="143" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b>Renewal for Health & Relevance</b></td></tr>
</tbody></table>
<span style="font-size: large;"><span style="text-align: justify;">As
organizations mature they face the prospect of death through atrophy and
disruption.</span><span style="text-align: justify;"> </span><span style="text-align: justify;">All companies start the same
way: someone has a unique idea for a service or good for a specific customer; sales
grow exponentially, then competitors enter the field.</span><span style="text-align: justify;"> </span><span style="text-align: justify;">Soon the organization enters the "desert
of despair" where the market is saturated with look-a-likes that are
"faster, better, cheaper." </span></span><div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;"><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">To
maintain profitability, the next step for the company is to go to the premium
end of customers and pricing.<span style="mso-spacerun: yes;"> </span>Then they
wake up to find that their mass market has disappeared and they have become a
niche player in a disappearing market.<span style="mso-spacerun: yes;">
</span>Death by a thousand cuts and irrelevance.<span style="mso-spacerun: yes;"> </span>Blockbuster, Kodak, Blackberry, Nokia.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This
doesn't have to be part of the natural business cycle; and some companies know
this: Samsung, Pixar, Starbucks, P&G.<span style="mso-spacerun: yes;">
</span>What do they know that others don't?<span style="mso-spacerun: yes;">
</span>This question has fascinated me for my entire career.<span style="mso-spacerun: yes;"> </span>What I have come to realize is that some companies
understand that organizations aren’t build to change: we build them for
efficiency, consistency, and low risk.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Some
leaders recognize that improving their organizations sets up a dilemma where
constantly making the right decision is eventually the wrong decision.<span style="mso-spacerun: yes;"> </span>They know, as Nokia learned, that excellence
as the world's leading manufacturer of cell phone handsets comes at a cost of
not developing smartphone technology - now Nokia is the handset manufacturer
for Microsoft.<span style="mso-spacerun: yes;"> </span>No amount of urgency or
burning platforms could transform Nokia and prevent its demise through its success.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Some
companies like the once dying Pixar, clue into the notion of what I call
"organization renewal."<span style="mso-spacerun: yes;"> </span>They
know that protection against irrelevance comes from inside - death is not
dictated by the market.<span style="mso-spacerun: yes;"> </span>They avoid the
need for "change management" and "organization
transformation."<span style="mso-spacerun: yes;"> </span>They know they
must build a culture of renewal.<span style="mso-spacerun: yes;"> </span>They
know that everyone in the organization must be sensitized to the signals of
decay, and they must have the knowledge of what to do and access to the
organization to make changes.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This
is not chaos or leadership through consensus on everything all the time.<span style="mso-spacerun: yes;"> </span>It's about knowing what the organization is
and protecting that core while testing, learning, and moving into unchartered
territories.<span style="mso-spacerun: yes;"> </span>Sometimes it's a simple
operational improvement like putting healthy food choices at the grocery
checkout; other times it's a simple work improvement like cutting most of the
authorities needed for a regular purchase; and other times it moving into new
domains like mobile apps for the growing Millennial market.<span style="mso-spacerun: yes;"> </span>These changes cannot be controlled from the
center - they are too unpredictable.<span style="mso-spacerun: yes;">
</span>They must come from a culture of trust and openness where everyone knows
how to influence the organization.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">In
my experience with marquee clients around the world - like Whirlpool, Microsoft
Europe, Canadian Pacific, Toyota South Africa, and Korea Telecom – I stress the
following essential principles:<o:p></o:p></span></div>
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<br /></div>
<div class="MsoListParagraphCxSpFirst" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><b><span style="color: red; font-size: large;"><span style="mso-bidi-font-family: Cambria; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Cambria; mso-fareast-theme-font: minor-latin;"><span style="mso-list: Ignore;">1.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; line-height: normal;"> </span></span></span>Know who you are</span></b></div>
<div class="MsoListParagraphCxSpFirst" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<span style="font-size: large;"><span style="text-indent: -0.25in;">What can you become - not what do you want to
become?</span><span style="text-indent: -0.25in;"> </span><span style="text-indent: -0.25in;">Change</span></span></div>
<div class="MsoListParagraphCxSpFirst" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<span style="font-size: large;"><span style="text-indent: -0.25in;">the right things.</span></span></div>
<div class="MsoListParagraphCxSpFirst" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<span style="text-indent: -0.25in;"><span style="font-size: large;"><br /></span></span></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l1 level2 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><b><span style="color: red;"><span style="mso-bidi-font-family: Cambria; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Cambria; mso-fareast-theme-font: minor-latin;"><span style="mso-list: Ignore;">2.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; line-height: normal;"> </span></span></span>Engage
Employees through Trust, Openness, and Tolerance for failure</span></b><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo2; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; line-height: normal;"> </span></span></span>Know leadership behaviors that shut down the
organization.<span style="mso-spacerun: yes;"> </span>Learn to listen.<span style="mso-spacerun: yes;"> </span>Be inclusive and even vulnerable.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="mso-list: l0 level1 lfo2; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; mso-list: l1 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><b><span style="color: red;"><span style="mso-bidi-font-family: Cambria; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Cambria; mso-fareast-theme-font: minor-latin;"><span style="mso-list: Ignore;">3.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; line-height: normal;"> </span></span></span>Ideate
based on Insight</span></b><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo2; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; line-height: normal;"> </span></span></span>Build a discipline and capability for
Ideation.<span style="mso-spacerun: yes;"> </span>Get ideas from everyone,
everywhere.<span style="mso-spacerun: yes;"> </span>Show people how to spot
trends in their area of interest; understand customers and their unarticulated
needs; challenge the organizational beliefs that once were required but now
hold you back.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpLast" style="mso-list: l0 level1 lfo2; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<span style="font-size: large;"><br /></span></div>
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<span style="font-size: large;"><b><span style="color: red;">4.
Identify & Test renewal opportunities</span></b><o:p></o:p></span></div>
<div class="MsoListParagraph" style="mso-list: l0 level1 lfo2; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; line-height: normal;"> </span></span></span>Show people how to convert an idea into a
business opportunity.<span style="mso-spacerun: yes;"> </span>Be sure employees
really know: the customer, the product or service, and how it will make money -
or at least a difference.<span style="mso-spacerun: yes;"> </span>After defining
the opportunity, identify its fatal assumptions then develop a hypothesis to
test, learn, and commercialize at low risk.<o:p></o:p></span></div>
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<br /></div>
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<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Organization
renewal is the ability to take what you have and keep it fresh so that your
organization will always be healthy and relevant.<span style="mso-spacerun: yes;"> </span>It's a mindset supported by disciplined tools
that can be applied to specific problems.<span style="mso-spacerun: yes;">
</span></span><o:p></o:p></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-81665052742559131742014-07-10T17:43:00.000-07:002014-07-10T17:43:17.216-07:00Am I A Closet Millennial?<div dir="ltr" style="text-align: left;" trbidi="on">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj8ktEIxMnJFcg0QTTkfQNOR7pO2pgH2SXuFZrUgEwLoHTa4ZZCb-eR7XggXMcTHdBjZggpjjDQhzBcT5M0hgSNw6FpQsPXcWf95gDsJ-9q1eLpXCeUFFNuvbbpKL-_atujU34RlsiKcqsm/s1600/who-are-millennials-social-media-marketing-infographic-small.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj8ktEIxMnJFcg0QTTkfQNOR7pO2pgH2SXuFZrUgEwLoHTa4ZZCb-eR7XggXMcTHdBjZggpjjDQhzBcT5M0hgSNw6FpQsPXcWf95gDsJ-9q1eLpXCeUFFNuvbbpKL-_atujU34RlsiKcqsm/s1600/who-are-millennials-social-media-marketing-infographic-small.jpg" height="140" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">Are We All Millennials?</span></b></td></tr>
</tbody></table>
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<span style="font-size: large;">Millennials want to be heard. They want to be involved. They want to have a voice in decisions that
affect them. Is this new? Isn’t this simply a statement of the innate
human desire to be recognized as an individual?<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">It’s unfortunate that we feel compelled
to apply labels and definitions to segments of our society.<span style="mso-spacerun: yes;">
</span>I’m a late stage “boomer” who was followed by Gen X that has now morphed into
Millennial’s (or is that Gen Y), which are being eroded by the new Gen Z.<span style="mso-spacerun: yes;"> </span>I think there are fringe characteristics for
all of these demographics, but it seems to me that the definitional core is remarkably similar.<span style="mso-spacerun: yes;"> </span>People want to have a say in their
lives.<span style="mso-spacerun: yes;"> </span>And, as the world moves
constantly upward and to the right, they have more opportunity for
self-determination; however, that doesn’t make generations unique.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: large;"><span style="color: red;">A Familiar
Song</span><o:p></o:p></span></b></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Let me turn back the clock to my generation of boomers
that broke the social conventions of the “greatest generation.”<span style="mso-spacerun: yes;"> </span>By the time the 60’s arrived we were
struggling (if not rebelling) against the tight rules, stereotypes, and
conventions that dominated our teen years.<span style="mso-spacerun: yes;">
</span>We lived with strong discipline in the home; engrained roles for women;
racial segregation; sexual repression; and governments run by traditionalists.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">For right or wrong, boomers wanted to exercise
personal freedom.<span style="mso-spacerun: yes;"> </span>They rebelled against
what they saw as society’s illegitimate exercise of power over their lives.<span style="mso-spacerun: yes;"> </span>They changed their society forever (the
results are open to debate).<span style="mso-spacerun: yes;"> </span>Change came
in many courageous forms: the Pill & Woodstock; Freedom Summer & Summer
of Love; Kent State & Dow Chemical; Civil Rights & Equal Rights; and
the shaking hips of Elvis on the Ed Sullivan show.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">And don’t think that government’s weren’t
worried.<span style="mso-spacerun: yes;"> </span>They were highly concerned
about disaffected youth and the devastation that this boomer “pig in a python”
could wreak on society.<span style="mso-spacerun: yes;"> Governments were searching for answers. </span>My master’s
thesis was on Youth Organizations, like the Peace Corp, that were experimenting
with flat, consensus driven organization models.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: large;"><span style="color: red;">A Different
Song</span><o:p></o:p></span></b></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">So does this "wanting to be heard" make me a Millennial?<span style="mso-spacerun: yes;"> </span>Probably, but not completely.<span style="mso-spacerun: yes;"> </span>It’s the fringe characteristics of
Millennials that separate them from other demographic
groups.<span style="mso-spacerun: yes;"> </span>Specifically, “wanting to be heard” slides into the notion that: “my idea
is just as good as an idea tempered by experience.”<span style="mso-spacerun: yes;"> </span>In fact, because the world is changing
exponentially, experience is often viewed as a drag on innovation and progress.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">There is a lesson here for Millennials.<span style="mso-spacerun: yes;"> </span>They will learn that experience counts; that everyone has a boss and
that their boss is evaluating their performance everyday.<span style="mso-spacerun: yes;"> </span>They will learn that decision-making is a
weighty privilege that doesn’t always accommodate consensus or the Millennials
most brilliant new idea on “gamification.”<span style="mso-spacerun: yes;">
</span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Soon Millenialls will be looking over their shoulders
at Gen Z. <span style="mso-spacerun: yes;"> </span>As it grows up, this
demographic is connected everywhere, all the time.<span style="mso-spacerun: yes;"> </span>For them the awesome power of electronics is
not an acquired skill – it is lifeblood; and our current eight second attention
span will seem a lifetime to them.<span style="mso-spacerun: yes;"> </span>Yet
they are learning from the generation ahead of them.<span style="mso-spacerun: yes;"> </span>They are learning that immediate self-gratification has to
give way to a greater social purpose.<span style="mso-spacerun: yes;"> </span>Being
entitled is one thing; being entitled to help others is a better thing.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: Cambria;"><span style="font-size: large;">I expect to be an observer in this next
transition of generations. Yet a new
cycle of people expressing their need to be heard.</span></span><!--EndFragment-->
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-34314201978486485682014-06-30T18:07:00.000-07:002014-06-30T18:09:12.987-07:00The VA: Blame or Engagement<div dir="ltr" style="text-align: left;" trbidi="on">
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<br /></div>
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEifDka2bvis13J14un9SYt16LSG9lz6yFYk8UydBLeneVCOumLce3XDEG1-kGfc18q_u1JjDIh5N-KVEz1s6gG8U2NeonlWYFouXFuB7CqLxGxjKit2RDbQmQ8yRFpanuNnm6c5czk7jhI5/s1600/files.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEifDka2bvis13J14un9SYt16LSG9lz6yFYk8UydBLeneVCOumLce3XDEG1-kGfc18q_u1JjDIh5N-KVEz1s6gG8U2NeonlWYFouXFuB7CqLxGxjKit2RDbQmQ8yRFpanuNnm6c5czk7jhI5/s1600/files.jpg" height="129" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="font-size: small;"><b>Buried</b></span></td></tr>
</tbody></table>
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<span style="font-size: 14.0pt;">The biggest passive-aggressive tar-pat known to
humanity!<span style="mso-spacerun: yes;"> </span>That’s what Robert McDonald
will face if Congress approves his appointment to the Veteran’s Administration.<span style="mso-spacerun: yes;"> </span>I wish him and his P&G private sector
background all the best; but I plead with him to listen and learn before he
trusts those private sector instincts.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I started my career in the mid-70’s as an analyst in
the central resource allocation agency in the Government of Canada.<span style="mso-spacerun: yes;"> </span>One of our jobs was to instill and constantly
upgrade the quality of management in the government.<span style="mso-spacerun: yes;"> </span>Often we were led by “fresh thinking from the
private sector.”<span style="mso-spacerun: yes;"> </span>Almost as often we were
let down.<span style="mso-spacerun: yes;"> </span>The reality is that “public accountability
ain’t private accountability.”<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">Mr. McDonald knows that he will find a VA that is
broken because of: insufficient resources; outdated infrastructure - primarily
IT; and management controls that are a labyrinth embedded in concrete.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">Hopefully Mr. McDonald doesn’t turn his sights on the
employees.<span style="mso-spacerun: yes;"> </span>There has already been
bloodletting beyond Shinseki; managers have been fired and bonuses have been
rescinded.<span style="mso-spacerun: yes;"> </span>These actions may have been
justified but the blame should end – it will not bring the open and trusting
culture that is needed at this time.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">In my experience employees don’t come to work saying,
“I really want to screw up today.”<span style="mso-spacerun: yes;"> </span>Most
employees want to do a good job.<span style="mso-spacerun: yes;"> </span>Even
beating the tune of customer centricity is a needless act of management
arrogance.<span style="mso-spacerun: yes;"> </span>Employees want to serve customers;
it’s the organizations that don’t let them.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I don’t have first hand knowledge of the VA but I’ve
consulted to enough mega organizations to know that they develop lives of their
own.<span style="mso-spacerun: yes;"> </span>Lives that are often based in careerism,
managing upward, and risk avoidance.<span style="mso-spacerun: yes;"> </span>These
cultures extract a heavy toll in human capital and customer service with their
insatiable demands for reports and blind obedience to anachronistic controls.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">Mr. McDonald needs the front line employees; they know
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</span>Engaging the front line will keep him out of the tar pit.<o:p></o:p></span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-76409517762124718122014-06-25T07:53:00.000-07:002014-07-06T17:05:14.688-07:00The Rot of Low Hanging Fruit<div dir="ltr" style="text-align: left;" trbidi="on">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3cxiIb7VKXKwH_G0-ErsLwtgWR889XRPNPcygn1ASlVfcQPz4trSCgoQvzMk3wViP0hXh5Um-lGT7lDDIDW2eaCtyLbeo_CyzTjEpyPxZC7AF0clI_tCflUT_UqpqapFvwf0pLmkgDNhR/s1600/low-hanging-fruit.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg3cxiIb7VKXKwH_G0-ErsLwtgWR889XRPNPcygn1ASlVfcQPz4trSCgoQvzMk3wViP0hXh5Um-lGT7lDDIDW2eaCtyLbeo_CyzTjEpyPxZC7AF0clI_tCflUT_UqpqapFvwf0pLmkgDNhR/s1600/low-hanging-fruit.jpg" height="200" width="133" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="color: red; font-size: small;"><b>Be Careful</b></span></td></tr>
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<span style="font-size: 14pt;">We hear it all the time in #changemanagement: “show progress; get quick wins; pick the low hanging fruit!”</span><span style="font-size: 14pt;"> </span><span style="font-size: 14pt;">Really?</span></div>
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<span style="font-size: 14.0pt;"><o:p><br /></o:p></span></div>
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<span style="font-size: 14.0pt;">Many years ago I presented this established wisdom to
a client and they went ballistic.<span style="mso-spacerun: yes;"> </span>The
point was simple.<span style="mso-spacerun: yes;"> </span>There should never be
quick wins.<span style="mso-spacerun: yes;"> </span>By definition this means
there are easy fixes in plain sight.<span style="mso-spacerun: yes;">
</span>Fixes that do not require a change in strategy or business plans.<span style="mso-spacerun: yes;"> </span>All that is required is that someone takes
action that is obvious.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">This idea has stuck with me.<span style="mso-spacerun: yes;"> </span>I see evidence of it all the time.<span style="mso-spacerun: yes;"> </span>When I go to restaurants I see clip boards
with checklists to be sure that windows are cleaned regularly.<span style="mso-spacerun: yes;"> </span>Why is there a checklist?<span style="mso-spacerun: yes;"> </span>Why should windows be dirty?<span style="mso-spacerun: yes;"> </span>Isn’t it everyone’s responsibility to clean a
window when it’s needed?<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">I just finished a major project to improve workflow –
to get rid of non-value added transactions.<span style="mso-spacerun: yes;">
</span>We found lots of low hanging fruit.<span style="mso-spacerun: yes;">
</span>In one case there was a whole cottage industry built to comply with a
process control that had long since lost its purpose.<span style="mso-spacerun: yes;"> </span>Not respecting the control would have
absolutely no impact.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">Seriously, there were dozens of people occupied in the
work across many silos.<span style="mso-spacerun: yes;"> </span>Although a lot
of the paper flow had been automated the final approvals and plans were printed
and filed along with an electronic copy for back-up.<span style="mso-spacerun: yes;"> </span>Everyone knew the work was a waste of time –
but it went on endlessly, and still goes on.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">When this and other examples were brought to the
senior team the answers were always the same: “Change is difficult because
decision authority is fragmented, or it just isn’t worth the hassle to clean up
the mess.”<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I thought this was interesting.<span style="mso-spacerun: yes;"> </span>Today’s managers talk endlessly about
simplification and the need to effectively use scarce resources; yet when given
the opportunity for quick wins the prize is often seen as not worth the effort.<span style="mso-spacerun: yes;"> </span>In a cost-benefit sense this may be true, but
what about the mindset it leaves behind?<span style="mso-spacerun: yes;">
</span>What about the employees who learn to accept organizational dysfunction,
put their heads down, and trudge on?<o:p></o:p></span></div>
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<span style="font-size: 14.0pt;">So, if you're a manager and you find low hanging
fruit, remember the low hanging fruit isn’t your real problem – disaffected
employees is!<o:p></o:p></span></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-59441862171314019282014-06-16T17:39:00.000-07:002014-06-16T17:39:58.719-07:00Did Innovation Kill Wow!<div dir="ltr" style="text-align: left;" trbidi="on">
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<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoL5P-bGYJx3zXxpyEPCxdUsS4LRYhC7SW3lBOeOUPEnx9WsnHuHqSKYHHKGyjtBjU06O0YA1TJuOgOQxo0LhumV0mNIis-rG5bOlTSky7iW4EztdMU82hbgfKr4JXlLz-zpJIqQMQPP53/s1600/Mont+Saint+Michel.png" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoL5P-bGYJx3zXxpyEPCxdUsS4LRYhC7SW3lBOeOUPEnx9WsnHuHqSKYHHKGyjtBjU06O0YA1TJuOgOQxo0LhumV0mNIis-rG5bOlTSky7iW4EztdMU82hbgfKr4JXlLz-zpJIqQMQPP53/s1600/Mont+Saint+Michel.png" height="149" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b>Mont Saint Michel</b></td></tr>
</tbody></table>
<span style="font-size: 14.0pt;">When was the last time you said “wow?”<span style="mso-spacerun: yes;"> </span>Had to think about it didn’t you.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">I often ask this question to audiences – and a strange
thing is happening.<span style="mso-spacerun: yes;"> </span>Fewer and fewer
people have a good answer.<span style="mso-spacerun: yes;"> </span>In fact,
there is a demarcation by age.<span style="mso-spacerun: yes;">
</span>Experienced people enjoy the question and have fun with
it; the younger crowd looks around quizzically or takes a brief time out
to peak at their phone.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">What’s going on here?<span style="mso-spacerun: yes;">
</span>Well I’m not sure but I have an idea.<span style="mso-spacerun: yes;">
</span>I think we have become so inundated with amazing innovations that we
have lost the ability to be wowed.<span style="mso-spacerun: yes;"> </span>Let
me explain.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">Not too long ago I was in the Customer Loyalty
business.<span style="mso-spacerun: yes;"> </span>As consultants our aiming
point was to get customers to say: “wow!”<span style="mso-spacerun: yes;">
</span>We believed this correlated to loyalty.<span style="mso-spacerun: yes;">
</span>Not anymore.<span style="mso-spacerun: yes;"> </span>Wow is simply the
expected norm in our culture of constant stimulation and immediate
gratification.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I think this has been caused by our quest for
Innovation facilitated by the Internet.<span style="mso-spacerun: yes;">
</span>We are all working from the same database of winners as selected by the
Internet.<span style="mso-spacerun: yes;"> </span>The Internet has narrowed our
base for Innovation, not widened it.<span style="mso-spacerun: yes;"> </span>In
addition, the Internet alerts us of Ideas and Innovations in the pipeline.<span style="mso-spacerun: yes;"> </span>Who is surprised that Google is working on
driverless cars?<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 14.0pt;">Is this a tragedy?<span style="mso-spacerun: yes;">
</span>Should we stop Innovating?<span style="mso-spacerun: yes;"> </span>Of
course not!<span style="mso-spacerun: yes;"> </span>I still like the wow I get
from my new car because I never have to take the key out of my pocket.<span style="mso-spacerun: yes;"> </span>But a car key in your pocket will never wow
my grand daughter.<span style="mso-spacerun: yes;"> </span>She doesn’t even
relate to phones; here preferred style is video chat.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I think that’s the sadness of our hyper-innovation
society.<span style="mso-spacerun: yes;"> </span>We’re losing our ability to be
excited.<span style="mso-spacerun: yes;"> </span>But wait, maybe there’s an
answer.<span style="mso-spacerun: yes;"> </span>Maybe we need to start spending
time with the younger people in the audience to show them how to access ideas
at the source rather than through RSS feeds.<span style="mso-spacerun: yes;">
</span>Maybe it’s time to spend time in nature and museums to see what is truly
remarkable.<span style="mso-spacerun: yes;"> </span>And maybe it’s time to stand
in awe of some of the great achievement of humans – I just visited Le Mont
Saint Michel where no one was looking at their smartphone.<o:p></o:p></span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-13567297117251165732014-06-02T16:27:00.000-07:002014-06-02T16:27:48.814-07:00The Timeliness of Organization Renewal<div dir="ltr" style="text-align: left;" trbidi="on">
<div style="text-align: left;">
</div>
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjAxhbLEm_GQsQ9jEwJIB7J0TKN6EWhHAQiABvZuhBqieXSaZoWu11VF0w3Res__evhpJbNhadh3N3JwYPcyskkMcgRNBuscfqe8Lg3KJvRngoJJJqQN15LnOkL5re8ZRQSQZ8IQjH349f4/s1600/mgt+sci.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjAxhbLEm_GQsQ9jEwJIB7J0TKN6EWhHAQiABvZuhBqieXSaZoWu11VF0w3Res__evhpJbNhadh3N3JwYPcyskkMcgRNBuscfqe8Lg3KJvRngoJJJqQN15LnOkL5re8ZRQSQZ8IQjH349f4/s1600/mgt+sci.jpg" height="140" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="font-size: small;">Renewal Isn't a Fad</span></td></tr>
</tbody></table>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-size: 14pt;">I’m a big believer that organizations must constantly renew themselves if they are to remain healthy and relevant.</span><span style="font-size: 14pt;"> </span><span style="font-size: 14pt;">I never shy away from the “fad of the month” allegation.</span><span style="font-size: 14pt;"> </span><span style="font-size: 14pt;">People may complain but it is these perceived fads, when used properly as levers, that keep energy, inspiration, and thinking in organizations.</span><span style="font-size: 14pt;"> </span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14pt;"><br /></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">Organizations need ideas from everyone, everywhere if
they are to remain sharp.<span style="mso-spacerun: yes;"> </span>The toolbox to
do this has become an expansive cornucopia.<span style="mso-spacerun: yes;">
</span>But what are the origins and limits to this cornucopia?<span style="mso-spacerun: yes;"> </span>Has it become a Hydra?<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I got thinking about this a few weeks ago when a good
friend of mine retired. He’d been a senior finance executive and through his career he went to
many “executive development” programs.<span style="mso-spacerun: yes;">
</span>He was kind enough to sort through his papers and give me a file of some
of the premier courses he’d attended.<span style="mso-spacerun: yes;">
</span>Wow!<span style="mso-spacerun: yes;"> </span>What an eye opener.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">The documents in the file went back to the late
1970’s.<span style="mso-spacerun: yes;"> </span>The contents spanned all the usual
suspects: change, employee involvement, customer focus, and systems
thinking.<span style="mso-spacerun: yes;"> </span>My favorite is the HBR article
of 1985 titled: <i style="mso-bidi-font-style: normal;">Managing Innovation:
controlled chaos.</i><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">In reviewing the file I was shocked at how the basic
concepts haven’t changed.<span style="mso-spacerun: yes;"> </span>You could
present the content of these courses to executives today if you genuflect to
Apple rather than Kodak and Christensen rather than McGregor.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I was intrigued so I dug deeper into my own
files.<span style="mso-spacerun: yes;"> </span>Among other things I found a
1970’s Manual for Planning, Programming, and Budgeting .<span style="mso-spacerun: yes;"> </span>This was a field guide for one of my first
jobs.<span style="mso-spacerun: yes;"> </span>It sprung from Robert McNamara’s
time at the US-DOT.<span style="mso-spacerun: yes;"> </span>As I reviewed the
manual I realized that it contained most of what I know about planning and
financial systems in large complex organization.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">So, what’s my point in our new world where we’ve
transitioned from paper to digital files; and where face to face sharing has
given way to Webinars, Facebook, LinkedIn, and Tweeted hash tags?<span style="mso-spacerun: yes;"> </span>Well, I’m concerned that we learn less because
we have more.<span style="mso-spacerun: yes;"> </span>Let me explain.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">We have access to an incredible richness of thinking
and practice in management science; however, we tend to select and refine our
knowledge within functional silos.<span style="mso-spacerun: yes;"> </span>As we
drift further from the seminal source of an insight we get multiple
interpretations of it cloaked in a myriad of case studies to support a single purpose.<span style="mso-spacerun: yes;"> </span>There comes a point of
unintelligible background noise that numbs the senses.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">For example, the concept of “jobs to be done” is
attributed to Clay Christiansen, as a way to deeply understand the
unarticulated needs of customers.<span style="mso-spacerun: yes;">
</span>Recently the Human Resource community has taken this engaging concept
and interpreted it into improved job descriptions.<span style="mso-spacerun: yes;"> </span>Not to be outdone, Simplification
professionals now use it to explain organizational roles.<span style="mso-spacerun: yes;"> </span>We now have one concept living in three silos
that can’t talk with one another.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">It seems to me that “confusing the client” can’t be
the purpose of all of this rich information and thinking.<span style="mso-spacerun: yes;"> </span>We can do better.<span style="mso-spacerun: yes;"> </span>Here’s a modest proposal: maybe organizations
should have a designated center of “renewal” to regularize the organization’s
point of view on the discipline of management science.<span style="mso-spacerun: yes;"> </span>What are the organization’s consistent set of
principles, definitions, practices, and methods that make sense out of the “fad
of the month?”<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I have consulted in several organizations that do
this.<span style="mso-spacerun: yes;"> </span>For example, I lead a Customer
Loyalty project at Whirlpool when it was also engaged in a global initiative to
build Innovation capability.<span style="mso-spacerun: yes;"> </span>My team was
“required” to learn and use Whirlpool’s accredited innovation toolbox for
ideation, opportunity elaboration, and rapid experimentation as we worked with
client teams to improve Whirlpool’s customer experience.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
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<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: 14.0pt;">I know the flaw in this proposal: how do you control
information flow in a world of free flowing information?<span style="mso-spacerun: yes;"> </span>Well maybe technology doesn’t have to be a
bane to management science; maybe it can solve this challenge.<span style="mso-spacerun: yes;"> </span>I’d certainly prefer effort in this direction
as opposed to what I see today where the “fad of the month” is stalled and
resisted under the slogan: “if we stand still long enough we’ll be in the
lead.”<o:p></o:p></span></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-87409477034019861092014-03-04T11:00:00.000-08:002014-03-04T11:00:10.852-08:00My Three Favorite Gary “Hamelies”<div dir="ltr" style="text-align: left;" trbidi="on">
<div class="MsoNormal" style="text-align: left;">
<span style="font-size: large; text-align: justify;">I’ve
worked with many people in my consulting career, but one of the most insightful
is Gary Hamel. I’ve worked with Gary on clients such as Whirlpool and Korea
Telecom.</span><span style="font-size: large; text-align: justify;"> </span><span style="font-size: large; text-align: justify;">He usually plays the role of
guru by giving keynote addresses, facilitating executive workshops, and presenting
his breakthrough ideas to large audiences.</span></div>
<div class="MsoNormal" style="text-align: justify;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I’ve
heard Gary speak so often that sometimes I find myself drifting off into the
complacency of “… I’ve heard this before; doesn’t everyone know this?”<span style="mso-spacerun: yes;"> </span>Then, wham!<span style="mso-spacerun: yes;">
</span>I’m hit by a “Hamely” – a phrase that Gary has been polishing; a phrase
that concisely breaks through complexity and rhetoric; a phrase that clears up
my thinking and emerges in my discussions with clients.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Now
I listen for “Hamelies.”<span style="mso-spacerun: yes;"> </span>I’ve heard
dozens of them, but here are my three favorites.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpFirst" style="margin-left: .25in; mso-add-space: auto; mso-list: l0 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
<!--[if !supportLists]--><span style="font-size: large;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Cambria; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Cambria; mso-fareast-theme-font: minor-latin;"><span style="mso-list: Ignore;">1.<span style="font-family: 'Times New Roman'; font-style: normal; font-variant: normal; font-weight: normal; line-height: normal;">
</span></span></span></b><!--[endif]--><b style="mso-bidi-font-weight: normal;">Trees
Don’t Grow To The Sky<o:p></o:p></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4eg23jpNLLabFqGpNAEarWwXujJL5LA4Zr_dpt2be8sYlg6PBCwhLhuak0tzyQbExCZ2_0C3BDuptXrtBI9bQuM-N2rahbBg2UhxnNqms_yoFGuZPGLXqFsAILtngxUK_Fr07cvSdR2p3/s1600/jcpenney_newlogo.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj4eg23jpNLLabFqGpNAEarWwXujJL5LA4Zr_dpt2be8sYlg6PBCwhLhuak0tzyQbExCZ2_0C3BDuptXrtBI9bQuM-N2rahbBg2UhxnNqms_yoFGuZPGLXqFsAILtngxUK_Fr07cvSdR2p3/s1600/jcpenney_newlogo.jpg" height="200" width="138" /></a></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This Hamely captures the fervent
activity of planning for growth when a business has plateaued.<span style="mso-spacerun: yes;"> </span>I see this all the time.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">It seems to me this is
where JC Penny has landed.<span style="mso-spacerun: yes;"> </span>Shareholders
and board members are beating an old business model; plans produce numbers that
refuse to materialize.<span style="mso-spacerun: yes;"> </span>JCP keeps beating
the dead horse business model of the 1960’s department store.<span style="mso-spacerun: yes;"> </span>It’s changed jockeys, brought back the old jockey,
and even given the old jockey a new whip.<span style="mso-spacerun: yes;">
</span>It’s done everything but admit that the horse is dead.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">For more than the last
decade JC Penny was looking the other way when customers changed their shopping
preferences.<span style="mso-spacerun: yes;"> </span>The department store
concept lost its luster.<span style="mso-spacerun: yes;"> </span>Just like a
pair of jeans, no longer does “one-size-fit-all.”<span style="mso-spacerun: yes;"> </span>People want to buy designer jeans in designer
boutiques.<span style="mso-spacerun: yes;"> </span>Ron Johnson couldn’t change
JCP around the idea that:<span style="mso-spacerun: yes;"> </span>“If you want
to run with the Apple crowd you have to look like the Apple crowd.”<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">But JCP’s loyal customers
want more than Johnson’s square deal prices.<span style="mso-spacerun: yes;">
</span>They want their coupons, no matter how confusing the pricing.<span style="mso-spacerun: yes;"> </span>These are the people that grew the seedling
into a majestic oak.<span style="mso-spacerun: yes;"> </span>And they are the
same customers who are atrophying the great tree.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; mso-list: l0 level1 lfo1; text-align: justify; text-indent: -.25in; text-justify: inter-ideograph;">
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</span></span></span></b><!--[endif]--><b style="mso-bidi-font-weight: normal;">All
Strategies Work – Until They Don’t<o:p></o:p></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkP5chOKlcOFYO4_ByjYatS4pDPTW3Qhr1QmX_6sjlQCBKpnSUBvzIlMSrGKVBfjCy3gyA8wCuAkSoAPAakp3KbVXESRwuYhkVwIHwHE1q-xabk5z6ei8cf7M_PLiSvvmn6wZ6lor1j76v/s1600/black.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhkP5chOKlcOFYO4_ByjYatS4pDPTW3Qhr1QmX_6sjlQCBKpnSUBvzIlMSrGKVBfjCy3gyA8wCuAkSoAPAakp3KbVXESRwuYhkVwIHwHE1q-xabk5z6ei8cf7M_PLiSvvmn6wZ6lor1j76v/s1600/black.jpg" height="131" width="200" /></a></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This Hamely captures the
complacency of strategy without relevance; again a common management malady.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">It seems to me this is
where Blackberry has landed.<span style="mso-spacerun: yes;"> </span>Less than a
decade ago the “Crackberry’s” owned the business of doing business securely on their
phone.<span style="mso-spacerun: yes;"> </span>Blackberry’s value proposition even
elected presidents.<span style="mso-spacerun: yes;"> </span>According to
Blackberyology, business is not personal; social has no place in corporations.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Blackberry didn’t see the
discontinuity of disaggregated connectivity.<span style="mso-spacerun: yes;">
</span>It didn’t see that the world continues to disaggregate to the level of
the individual yet connect to the level of the world.<span style="mso-spacerun: yes;"> </span>Unfortunately for Blackberry, organizations
are people and people are social and they look for connections beyond their
work – hello SnapChat.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Blackberry’s new strategy
is one of being bought; going private; and likely selling the company’s network
and patents.<span style="mso-spacerun: yes;"> </span>Once the sell off is
complete the ensuing strategy will work forever.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
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</span></span></span></b><!--[endif]--><b style="mso-bidi-font-weight: normal;">We
Don’t Build Organizations To Change<o:p></o:p></b></span></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiF5Bj69bCtjwKjhLAgD5V_CATpylvE-Z0VHcErcFTf74S_1Ky4o-WLjKxMAX7H3ejeiHkZP3H-eaLldvxvxZlNSfgXPPOHpbp3znrRHFU2JFGxrtHC45RgwvcqvDtJZkb9kdMf0odpRkj2/s1600/nokia_logo.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiF5Bj69bCtjwKjhLAgD5V_CATpylvE-Z0VHcErcFTf74S_1Ky4o-WLjKxMAX7H3ejeiHkZP3H-eaLldvxvxZlNSfgXPPOHpbp3znrRHFU2JFGxrtHC45RgwvcqvDtJZkb9kdMf0odpRkj2/s1600/nokia_logo.jpg" height="85" width="200" /></a></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This Hamily captures hope
without commitment; a most common affliction in business today.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">It seems to me this is
where Nokia landed.<span style="mso-spacerun: yes;"> </span>What a storied
legacy is Nokia.<span style="mso-spacerun: yes;"> </span>It’s a tale of an
adapter, a changer.<span style="mso-spacerun: yes;"> </span>Nokia started back in
1865 as a paper mill and morphed through transformations in rubber making,
cables, electronics, and telecommunications to become the world leader in the
manufacture of telephone hand sets.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">About four years ago when
Stephen Elop took over as president he wrote his “burning platform” memo to
call on Nokia’s transformation capabilities to move away from manufacturing and
enter the software driven market of smartphones.<span style="mso-spacerun: yes;"> </span>It didn’t work.<span style="mso-spacerun: yes;"> </span>What happened?<span style="mso-spacerun: yes;"> </span>The intransigence of core competence and
orthodoxies, that’s what happened.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Somehow along the way
Nokia forgot that its real core competence wasn’t making things, it was the
capability to change itself.<span style="mso-spacerun: yes;"> </span>Now it
doesn’t have to worry about getting out of the business of making handsets; it
can do that for Microsoft.<o:p></o:p></span></div>
<div class="MsoListParagraphCxSpMiddle" style="margin-left: .25in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<br /></div>
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<div class="MsoListParagraphCxSpLast" style="margin-left: 0in; mso-add-space: auto; text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">So Gary thanks for the
Hamelies!<span style="mso-spacerun: yes;"> </span>Now all we need are leaders
who act on them because: Hamelies are truisms.</span><o:p></o:p></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-3697707520667829162013-10-05T08:46:00.000-07:002013-10-05T08:46:20.652-07:00Business Models: The Forgotten Tool In M&A Integration<div dir="ltr" style="text-align: left;" trbidi="on">
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<div class="separator" style="clear: both; text-align: justify;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiqYeO2qnul7T_gJyhlSBjdK1zVBOkAdKXdZ4_FPA9D4pLf7xR3AQ4kltMlqjqGQjWriI6Z61WjyhkDumPDm-VHV5GjNMTRwh3MPR1cu2erblE3DoeTRo7R-UiPBdgKI6bUvok6SeUiMQr5/s1600/house+of+cards.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiqYeO2qnul7T_gJyhlSBjdK1zVBOkAdKXdZ4_FPA9D4pLf7xR3AQ4kltMlqjqGQjWriI6Z61WjyhkDumPDm-VHV5GjNMTRwh3MPR1cu2erblE3DoeTRo7R-UiPBdgKI6bUvok6SeUiMQr5/s200/house+of+cards.jpg" width="191" /></a></div>
<span style="font-family: Calibri;"><span style="font-size: large;">As a
Partner at Deloitte I spent a lot time working with clients on M&A
integration – particularly integrating organization structures and the people
in them. Over the last decade I have
focused more on using Innovation methods to transform organizations from the customer
point of view – transformation from the outside in. <o:p></o:p></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">It
recently struck me that these two disciplines should be introduced to each
other. M&A is known to suffer huge
failure rates – touted as high as 70%.
The leading cause of M&A failure is generally described as the
inability to integrate people – often discussed under the squishy term
“culture.”<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">I’ve
experienced M&A failure and since I worked on the people side the big
finger often pointed at me. Based on
feedback my teams would huddle to review what we did and how we could make it
better. Should we tweak our assessment
surveys? Revamp our communications? Build better training and information
programs? We got better, but it was
difficult to become great.<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">My
work on innovation has given me a new lens to look at M&A integration. Business models. What strikes me is that if M&A pros examined
business models at all steps in the M&A cycle they would definitely improve
their success rate.<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">Here’s
an example. Recently I spent several
years advising an Asian technology company on how to use innovation techniques
to smooth the post M&A integration of two organizations. The history is a bit unique. A decade earlier the acquiring organization
had spun-off the other organization because it “didn’t fit.” Ten years later the performance of the legacy
organization had plateaued so they decided to revitalize themselves by buying
back their sibling – who was now mature and producing record results. <o:p></o:p></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">Well,
the misfit of 10 years ago still didn’t fit.
Sure, we can look at the integration mismatch through one of the
traditional lenses of people, process, and technology, but what if we look at
it as incompatible business models. What
can we learn?<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="color: red; font-size: large;"><b>What is a Business Model?</b></span></span></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">Firstly,
we need to define the term “business model”.
There is lots of good research on this topic, which I don’t intend to
capture here; however, I summarize business models into three critical
questions?</span></span></div>
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<ol>
<li><span style="font-family: Calibri; font-size: large; text-indent: -0.25in;">Who wants what we’re offering?</span></li>
<li><span style="font-family: Calibri; font-size: large; text-indent: -0.25in;">How do we deliver our offering?</span></li>
<li><span style="font-family: Calibri; font-size: large; text-indent: -0.25in;">How do we make money with our offering?</span></li>
</ol>
<br />
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<span style="font-family: Calibri;"><span style="font-size: large;">The
first principle in assessing the compatibility of business models is to ask
these questions in the order presented; yet, the M&A targeting and
diligence phases are over focused on the last question. Asking the last question first does not
produce value; it produces money – usually through synergies in the cost
structure. Not altogether a bad thing,
but not a clear path to successful merger integration.<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">If
the criteria for M&A success are value creation and operational
effectiveness then you need to attend to questions #1 and #2; and you need to
emphasize these during targeting and diligence, not just during integration. <o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="color: red; font-size: large;"><b>Who Wants Our Offering?</b></span></span></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">Question
#1 is about the “customer value proposition.”
It’s about the preferences of those who want your offer and the
sustainable difference that it provides.
Lots of companies sell washing machines in Best Buy’s sea of white. But why do people buy them? Sure, some are transactional-churn customers
who are looking for the lowest price; but others are looking for a more
emotional connection with the appliance and its manufacturers. They want to be customers for life.<o:p></o:p></span></span></div>
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<br /></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">Often
acquisition targets are entertained to increase the customer pool. Really?
If the customer value proposition of the merging organizations isn’t
supported by similar customer philosophies then you risk draining the customer pool. If the acquiring company’s focus is on serving
customers through cost structure efficiencies it will crush customers who are
looking for an intimate and innovative connection to a product or service.<o:p></o:p></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;"><br /></span></span></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">For instance in 1994 Quaker Oats purchased Snapple for $1.7 billion and sold it three years later for a loss of $1.4 billion. One reason for this failure was different answers to our question #1. Quaker had an </span></span><span style="text-align: left;"><span style="font-family: Calibri; font-size: large;">extremely focussed, mass-market working approach aimed at the end consumer while Snapple's style was eccentric, commercial and tilted towards its distributors.</span></span></div>
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<span style="font-size: large;"><span style="color: #0e0e0e; font-family: Arial;"><br /></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="color: red; font-size: large;"><b>How Do We Deliver Our Offering?</b></span></span></div>
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<span style="font-family: Calibri;"><span style="font-size: large;">Question
#2 poses similar opportunities and risks for merger integration. How compatible are the delivery value
chains? How do we: design, produce,
distribute, and service our offering?
Where are we on the globalization and outsourcing scales? GE, for one, has recently realized that
separating design from production depletes opportunities for innovation through
synergy. Do the merging organizations
think about off-shoring the same way?<o:p></o:p></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">Operating
infrastructures are often seen as a prime reason for an M&A: “Let’s
downsize and integrate: 1+1=3.” Not so
fast! Delivery systems are complex
organisms. They have their own
lives. Don’t check this box too quickly. <o:p></o:p></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">An
example is the decade long ill fated marriage of Daimler Chrysler. By the 1998 announcement Chrysler led the
industry in its innovative short cycle of “concept to showroom.” This core competence wasn’t good enough for
Daimler’s cost saving, consolidation mindset – the Daimler way was the only
way. This wasn’t the single reason for
failure but it contributed to Chrysler’s divestiture in 2007.<o:p></o:p></span></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="color: red; font-size: large;"><b>Conclusion</b></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">It
seems to me that M&A practitioners have neglected business models and
rushed to “value creation” through “synergies in integrating infrastructures”
(otherwise known as consolidating facilities and channels to downsize the
workforce). Business model analysis
exposes real value. It shows
complementarity of value and exposes the risk of filling value gaps that should
not be filled.<o:p></o:p></span></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-family: Calibri;"><span style="font-size: large;">M&A
decisions are made in an intense, pressure filled environment. Could business model analysis be an effective
conduit for complex M&A information to business people? Maybe these models are a missing link in the
quest for M&A success.<o:p></o:p></span></span></div>
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<br /></div>
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<br /></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-11322204723781078072013-05-13T16:45:00.000-07:002013-05-13T16:45:56.143-07:00Technology & It’s Disempowering Power<div dir="ltr" style="text-align: left;" trbidi="on">
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh-0QR1pmZ3tQvmURqJv5t3Jkz7waFMVwXWAhmltCvWTXTcmGuEdSi2VjchHFtxvN5hEaqCP-s8gRA8OxDYj8icAlo5YYwAV-lO5G_5I2iqus4q9xGq13AxcbPVehUIKikRbiW5bZe6wONk/s1600/digital+-+head.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="150" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh-0QR1pmZ3tQvmURqJv5t3Jkz7waFMVwXWAhmltCvWTXTcmGuEdSi2VjchHFtxvN5hEaqCP-s8gRA8OxDYj8icAlo5YYwAV-lO5G_5I2iqus4q9xGq13AxcbPVehUIKikRbiW5bZe6wONk/s200/digital+-+head.jpg" width="200" /></a></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">I don’t regard myself as a troglodyte, but more often than not I am now the oldest person in the room.</span><span style="font-size: large;"> </span><span style="font-size: large;">That means I see value through the eye of experience before the lens of progress.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">I’m getting disturbed by technology, not as a 19<sup>th</sup> century Luddite destroying the advance of machines, but as a humanitarian who wonders about the impact of technology on people in organizations and their ability to serve their clients and society. Technology is becoming a barrier to humans working for humans.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">It is clear to me, and everyone else who has been conscious for the last ½ century, that technology has advanced the human condition. But trees don’t grow to the sky; have we hit the point of diminishing returns. Let me explain.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">I travel way too much, so many of my metaphors come from the traveler’s world. A week ago I phoned my friends at the American Airlines Executive Platinum desk. They’re the best. They’re the most experienced agents trained to serve the airlines most experienced travelers.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Here’s what happened. My wife and I were travelling to Canada from the US on the AA reward program. We had the opportunity to move our travel up one day. There is no change fee for me on this transaction so I called the Platinum desk. Everything was ok, except because I was traveling to Canada and the exchange rate on the dollar had changed it was costing me 20 cents extra per ticket to cover landing fees. Yep, 40 cents for both tickets – and the agent could not over-ride the system – she had to get approval from the rate desk. This was a total disempowerment of her ability to act in the interest of her client and her company.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">I see this all the time in organizations when I’m working on the inside as a consultant or on the outside as a customer. Technology has taken away the flexibility for employees to act on good judgment. The organizations need for consistency, efficiency, and low risk has emasculated the human’s need for empowerment, effectiveness, and respect. What does that tell you about our basic belief about the value of people at work?</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">At what point does this emasculation lead to gutted enthusiasm? Is disempowerment by technology a reason for such low employee engagement in today’s organizations? When do people simply become automatons struggling to serve high order bits and bytes?</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">This wouldn’t concern me if humans were only mechanical, but they’re not. The essence of humanity is emotion. Human gratification comes from giving. Employees get gratification by giving to customers – and we’re taking this away from them as their emotions are eroded by electrons.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Innovation is heralded today as the panacea for success. Really? In a world where many people are asked not to think how can Innovation flower? Where will employees find fresh thinking at work when they’re asked to hang up their coat and minds at the door?</span></div>
<div style="font-family: 'Times New Roman'; font-size: 12px; min-height: 15px; text-align: justify;">
<br /></div>
</div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-80342585363535862232013-04-09T17:47:00.002-07:002013-04-09T17:47:31.408-07:00Ron Johnson – Questions about Innovation & Change<div dir="ltr" style="text-align: left;" trbidi="on">
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<!--StartFragment-->
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjNqUuLR6XfrhZyE5NABLiRxAyNaOk60YgROXWr5o-2PPK4kEKbHX6WAiW-9qDtce9jQ5xW0NIvUOjCMwtpv2hFBt3hw0l_Rh1xcFd7fQal-daOhV8w2BwBhwqPyf9U1BR19uwXxGk5VZSR/s1600/You're+Fired.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="150" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjNqUuLR6XfrhZyE5NABLiRxAyNaOk60YgROXWr5o-2PPK4kEKbHX6WAiW-9qDtce9jQ5xW0NIvUOjCMwtpv2hFBt3hw0l_Rh1xcFd7fQal-daOhV8w2BwBhwqPyf9U1BR19uwXxGk5VZSR/s200/You're+Fired.jpg" width="200" /></a></div>
<span style="font-size: large;">Did the
Apple fall too far from the tree?</span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">I live in
Dallas. My personal case study for the
past two years has been Ron Johnson as the CEO of JC Penny. The business section of the local paper tells
me that my study is over. Johnson has
been fired. His style, innovations, and
vision of change managed to drive the stock from $35 to $15. Oooops!<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Most people
know Ron Johnson as the genius behind the Apple Genius Bar. He’s the guy that changed the face of
retail. He gave us wide-open spaces, a
place for kids to play, and chest high tables to play with our tablets. I’ve been to his flagship stores in New York
City and London, not as a customer but as a tourist. <o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Ron Johnson
has gravitas. So when he took over JC
Penny in June 2011 I bought a front row seat.
I’m a change and innovation practitioner. I wanted to learn at the foot of the master. Closing out 2011 everything looked good. Johnson
announced: </span><br />
<br />
<ul style="text-align: left;">
<li><span style="font-size: large;">his vision to make JC Penny “America’s favorite
store;” </span></li>
<li><span style="font-size: large;">new people he wanted on the bus; </span></li>
<li><span style="font-size: large;">“fair and square” pricing supported by a new
logo dominated by a “square” – no more confusing coupons and complex pricing,
just everyday low prices and value; and </span></li>
<li><span style="font-size: large;">shift from a promotional department store to
boutique stores within the store.</span></li>
</ul>
</div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">It didn't work. What was
left of JC Penny’s loyal customer base abandoned the store in droves.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">I don’t
know Ron Johnson. I’m not his
apologist. But what did he do
wrong? Why did he fail? Didn’t Johnson do all the things that change
managers and innovators implore of their clients? </span><br />
<br />
<ul style="text-align: left;">
<li><span style="font-size: large;">Set a vision, commit to it, and get in front of
it </span></li>
<li><span style="font-size: large;">Change out the old executives with their defense
of legacy</span></li>
<li><span style="font-size: large;">Challenge orthodoxies like coupons, discount
pricing, and spiff’s </span></li>
<li><span style="font-size: large;">Know the unarticulated needs of customers – like
Apple has done so well</span></li>
</ul>
</div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">All of this
advice resulted in failure, but I can only find two rationalizations for why it
didn’t work: </span><br />
<br />
<ol style="text-align: left;">
<li><span style="font-size: large;">Change is a journey – even in an exponentially
changing world. The impatience of the
Board for shareholder returns trumped this needed transformation</span></li>
<li><span style="font-size: large;">Test and learn – the innovators mantra. Johnson seems to have pushed ahead with the
arrogant leaders mantra of “got-a-hunch, bet-a-bunch”</span></li>
</ol>
</div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">But is this
the full explanation? Maybe there is a
part of the real world that says that organizations, like natural species, have
a shelf life. Maybe the world just moves
past the installed base of business.
Maybe death is natural, and should be accepted.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">When we study
success we ascribe it to the actions we want to observe. When we study failure we do so to make the
point that the leader didn’t follow the certified game plan. That’s not the Ron Johnson case, from what I
understand. <o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Can we, as change
agents and innovators, learn from JC Penny, or are we afraid to?<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com1tag:blogger.com,1999:blog-6935988058403359675.post-10442429735185799502013-04-08T15:09:00.000-07:002013-04-08T15:09:46.222-07:00Change Management: Does Compromise = Failure?<div dir="ltr" style="text-align: left;" trbidi="on">
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<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgs2V4hduoZUIkfilrW2iqHJdYfSKg75e1Nds55ucYIXHd7xnNyfKUKe8bxJh-uZFh2OSeQzRSKj4Ykkc7f6zoYRyG4Xo5711U0YvSNNvQUJ7RXPzIsozAZnZ6CKuA5Q68wVkNT8-WTGWeM/s1600/Dwream-reality.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" height="150" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgs2V4hduoZUIkfilrW2iqHJdYfSKg75e1Nds55ucYIXHd7xnNyfKUKe8bxJh-uZFh2OSeQzRSKj4Ykkc7f6zoYRyG4Xo5711U0YvSNNvQUJ7RXPzIsozAZnZ6CKuA5Q68wVkNT8-WTGWeM/s200/Dwream-reality.jpg" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">Compromising Dreams</span></b></td></tr>
</tbody></table>
<span style="font-size: large;">I hate it
when I hear people say that 70% of change efforts fail.</span><span style="font-size: large;"> </span><span style="font-size: large;">First I think the number is urban legend
espoused by people who don’t realize the damage this statement does to our
profession.</span><span style="font-size: large;"> </span><span style="font-size: large;">How many financial advisors
would you hire with a 70% failure rate.</span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Sure, I
understand the marketing gravitas. We’re
trying to create pain within potential clients.
We’re trying to say: “you're entering dangerous seas. Most change efforts fail so you need an
experienced guide – like me.” Well,
since we’ve been saying this for about 20 years don’t you think clients will
inevitably conclude that our “profession” is really a shell game? <o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Do we
really fail 70% of the time? I know that
I’ve worked on dozens of change initiatives and I would say my success rate is
close to 100%. Similarly I have polled
many consultants & corporate change practitioners about how often they fail
– their experience is close to mine.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">So what’s
going on here? Do I only have access to
successful change agents? I think
not. In fact, I have access to
experienced practitioners who claim that: “given the circumstances we were as
successful as we could be.” Is this a
rationalization or a confession?<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">Fundamentally
I think that practitioners are saying: “… we advise our clients on what to do;
then we compromise within their real world realities.” Is it compromise that is causing failure that
we choose not to see? I think so and
here are three common compromises.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;"><b><i>Scope</i></b>: </span></div>
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<span style="font-size: large;">Often the change aspiration is inspiring but
when it’s broken down into near term tasks we’re asked not to disturb sacred organizational
silos or protected customer classes – the very hot spots where the change
should have the biggest impact.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;"><b><i>Timing</i></b>: </span></div>
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<span style="font-size: large;">Everyone knows that change is a journey
within an exponentially changing world.
We want near term results, quick wins.
When the low hanging fruit is harvested the exasperated sigh is: “is
that all there is? We knew that!”<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;"><b><i>Resources</i></b>: </span></div>
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<span style="font-size: large;">How often does the organization devote the best
and brightest to the change effort?
Rarely; these people are needed in the business to get real
results. Similarly, how often does
change get it’s own, needed funding?
Again, rarely; usually change is expected to be self-funding through
re-purposing of resources.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: large;">I believe
that every time we make a small compromise decision we foreshadow our failure. Each of these decisions makes us less
accountable for the result. In the end
we can claim that we colored within the lines.
That seems to be our definition of success.</span><o:p></o:p></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-28544322083879969822013-03-20T15:35:00.000-07:002013-03-20T15:35:45.177-07:00Innovation & Organization Renewal<div dir="ltr" style="text-align: left;" trbidi="on">
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<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEteczeWUTWtgXdpbu6DXjd5jdPCtqbbqCdd-gvb2nbs65I81tFhZndrJrILL-hCrwVITEQbgv-pK0lvRiUoLFToqBc7SLg1bpP1eKfPcma6oFwjSkVrbx25qukWuly7U0F3GpVueuR8Ns/s1600/renewal.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" height="143" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEteczeWUTWtgXdpbu6DXjd5jdPCtqbbqCdd-gvb2nbs65I81tFhZndrJrILL-hCrwVITEQbgv-pK0lvRiUoLFToqBc7SLg1bpP1eKfPcma6oFwjSkVrbx25qukWuly7U0F3GpVueuR8Ns/s200/renewal.jpg" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">Change from Within</span></b></td></tr>
</tbody></table>
<br />
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<span style="font-size: large;">Innovation
has been democratized.</span><span style="font-size: large;"> </span><span style="font-size: large;">It is now like
air – we all know what it is, but we don’t know what it is.</span><span style="font-size: large;"> </span><span style="font-size: large;">I used to like the </span><i>Economist’s</i><i style="font-size: x-large;"> </i><span style="font-size: large;">definition of Innovation: “fresh thinking that customers
value;” however, now I think that the empirical definition is that Innovation =
Idea. We now beseech everyone in or organizations to offer ideas. We want ideas
from everyone, everywhere so we can find:</span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
</div>
<ul>
<li><span style="font-size: large; text-indent: -0.25in;">Game changers in White Space, Blue Oceans, and
Black Swans</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Market changers for current products, new
products, and extensions</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Work changers in management systems and
operational processes</span></li>
</ul>
<br />
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">This
explosion in Innovation is clearly aimed at growth, profits, and shareholder
returns. But is it doing anything for
our organizations? Does it make
organization life better for employees and increase organization value for our
customers? I doubt it.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">The malaise
in our organizations today is plummeting employee engagement and stalling
customer loyalty. Yet, dozens of
correlation studies say the same thing: when organizations are healthy they
perform best. Can we use Innovation to
break the death spiral of organization malaise and get us onto the virtuous
cycle of: employee engagement-> customer loyalty->organizational
performance. I think so.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">If the
Innovation revolution can be anything we want it to be, then let’s make it a
lever for organization renewal. Let’s
take the natural human drive for creativity and use it to unleash the power of
employee ideas for the benefit of our customers. Let’s
use Innovation to build healthy organizations to put us on the road to profits;
rather than using Innovation to search for profits on the backs of our failing organizations.<o:p></o:p></span></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="mso-layout-grid-align: none; mso-pagination: none; text-align: justify; text-autospace: none; text-justify: inter-ideograph;">
<span style="font-size: large;">How do we
do this? Simple. We need two things:</span></div>
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<ol>
<li><span style="font-size: large; text-indent: -0.25in;"><span style="color: red;">Tolerant
Leaders</span> – those who know how to listen, ask questions, and accept that failure
is integral to success, and</span></li>
<li><span style="font-size: large; text-indent: -0.25in;"><span style="color: red;">Trained
Employees</span> – those who understand their customers and know they have permission
to challenge “the way we do things around here.”</span></li>
</ol>
<br />
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<span style="font-size: large;">Employees
don’t work for their companies any more; they work for their customers. The power of ideas is a way to strengthen
this relationship. <o:p></o:p></span></div>
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<br /></div>
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<br /></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-73222467998247885872013-02-18T17:12:00.000-08:002013-02-18T17:12:33.460-08:00Innovation – Is “Fail Fast” Realistic<div dir="ltr" style="text-align: left;" trbidi="on">
<br />
<div style="font-family: Cambria; text-align: justify;">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhiRfgAf1VIdYHAV6liCMqRPy8UsVH_uHf4OCcPR8AxQ_ZNwUn1E55u2q1_NklYlIP1Pz5T-ET5K2VqTiJ_5aQADoUH8OOhF_49Hj6pnN1VqXCyWab-_czHocfCuCb94KDGmVjE0ZQkpxFp/s1600/sisyphus.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" height="194" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhiRfgAf1VIdYHAV6liCMqRPy8UsVH_uHf4OCcPR8AxQ_ZNwUn1E55u2q1_NklYlIP1Pz5T-ET5K2VqTiJ_5aQADoUH8OOhF_49Hj6pnN1VqXCyWab-_czHocfCuCb94KDGmVjE0ZQkpxFp/s200/sisyphus.jpg" width="200" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">The Success of Failure</span></b></td></tr>
</tbody></table>
<span style="font-size: large;">It's natural for humans to have ideas.</span><span style="font-size: large;"> </span><span style="font-size: large;">At question is what we do with ideas when there is some assembly required.</span><span style="font-size: large;"> </span><span style="font-size: large;">Ideas do not come with an owner’s manual and, unfortunately, we are not omniscient. </span><span style="font-size: large;"> </span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">What we do know about complex ideas is that we won’t build them right the first time. We will fail in our initial efforts to turn an idea into a useful innovation. The question is how much time and resources we use learning how to get our ideas off the drawing board. There are several ways to answer this question, like:</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="color: red; font-size: large;"><b>Got a hunch, bet a bunch</b></span></div>
<div style="font-family: Cambria; text-align: justify;">
</div>
<ul>
<li><span style="font-size: large;">This is where we rough up the idea; amass capital behind it; put it in the market and see what happens.</span><span style="font-size: large;"> </span><span style="font-size: large;">Basically we let customers clarify the idea and provide the quality control.</span><span style="font-size: large;"> </span><span style="font-size: large;">The hope is that customers will provide ever decreasing concentric learning cycles to produce the final innovation.</span><span style="font-size: large;"> </span></li>
</ul>
<div style="font-family: Cambria; text-align: justify;">
<span style="color: red; font-size: large;"><b>Build it and they will come</b></span></div>
<div style="font-family: Cambria; text-align: justify;">
</div>
<ul>
<li><span style="font-size: large;">This where the builders painstakingly design, link, and integrate the innovation into a comprehensive whole before releasing it into the market.</span><span style="font-size: large;"> </span><span style="font-size: large;">Here the hope is that one big learning cycle from customers produces the definitive “v-2.”</span><span style="font-size: large;"> </span></li>
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<li><span style="font-size: large;">This is where the designers construct a model; break it into components; then use experiments to test underlying assumptions.</span><span style="font-size: large;"> </span><span style="font-size: large;">Here the hope is to learn quickly on iterative, low-cost learning cycles so the final innovation can be released in near perfect form.</span></li>
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<span style="font-size: large;">Current wisdom seems to be favoring the third option as the best way to learn about our ideas. The literature is full of examples and uses icons as great as the Wright brothers and even Thomas Edison who proclaimed that he hadn’t failed, but rather just learned a 100 ways that didn’t work.</span></div>
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<span style="font-size: large;">I love Dan Ariely’s example of learning at low cost when he advised a woman to spend a few hours sitting on her washing machine while reading a book. The bump and thud of the washing machine would imitate an airplane ride to help her decide whether to fly to a meeting late the night before or early the morning of the meeting.</span></div>
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<span style="font-size: large;">The “fail fast” motto is indisputable, except in reality. I wonder if we’re doing a disservice to Innovation by highlighting it. Let me explain.</span></div>
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<span style="font-size: large;">Small runs against the rhythm of most business. Managers like big; planning and budgeting systems like big; idea experts are rewarded to act big! Companies are looking for the next big idea; not the next small increment.</span></div>
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<span style="font-size: large;">We work in a success culture, not a failure culture. Failure for the purpose of learning requires trust; yet a recent survey by Towers Watson shows that 6 of 10 employees don’t trust their boss. Who has the courage to admit failure, even predicted failure, when that stigma might be remembered long after the success is forgotten?</span></div>
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<span style="font-size: large;">I’m not saying that we shouldn’t evangelize and support “fail fast, fail cheap.” What I am saying is that we should do it with caution lest we leave the careers of our closest allies dangling over a Bunsen burner.</span></div>
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<span style="font-size: large;">Organizations are structured to place big bets. Big failures maybe costly but they can be rationalized as bold strategic strikes. I always suspected a smile on the lips of Sisyphus on the way back down the mountain.</span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-86513894794451208212013-02-01T10:49:00.000-08:002013-02-01T10:49:11.029-08:00Innovation – Is It Just Another “Shiny Thing?”<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-size: large;">Innovation has a head of steam.</span><span style="font-size: large;"> </span><span style="font-size: large;">It’s in all the business publications and on every CEO’s lips.</span><span style="font-size: large;"> </span><span style="font-size: large;">It’s today’s silver bullet.</span><span style="font-size: large;"> </span><span style="font-size: large;">It’s the key to growth, sustainability, and employee engagement.</span><span style="font-size: large;"> </span><span style="font-size: large;">But is Innovation here to stay or is it just another “shinny thing?”</span></div>
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<span style="font-size: large;">I can make the case on either side of the question; however, recently I’ve had my faith restored in Innovation becoming deeply embedded in the science and practice of management. My encouragement comes from the Management Innovation Exchange web site where it lists finalists in this year’s Innovation contest. Two of the entries come from clients and friends.</span></div>
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<b><span style="font-size: large;">Whirlpool Corporation</span></b></div>
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<span style="font-size: large;">The first comes from Moises Norena the Global Director of Innovation at Whirlpool Corporations. He writes about: <i>Whirlpool’s Innovation Journey: An On-Going Quest for a Rock-Solid and Inescapable Innovation Capability.</i> The full story is at: <a href="http://www.mixprize.org/story/whirlpools-innovation-journey" target="_blank">Whirlpool's Innovation Journey</a>.</span></div>
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<span style="font-size: large;">For me the significant part of Moises’ story is that it starts in 1999. As he says, the Innovation journey can be long but it has big rewards. I was involved in the early chapters when Gary Hamel started Whirlpool down the Innovation path. He and his team at Strategos used their tools to begin building the Innovation capability within the corporation.</span></div>
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<span style="font-size: large;">My role in the early 2000’s was to lead the team that focused on Customer Loyalty. We used our global customer research as the primary input into understanding Customer Insights and Discontinuities in the appliance market. We then used the Innovation tools to frame and implement innovations that would capture the articulated and unarticulated needs of Whirlpool’s customers.</span></div>
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<span style="font-size: large;">From these green-shoots Moises weaves an interesting tale of the constant adjustment Whirlpool makes to the expectations and theories about embedding Innovation. I’m not sure if Moises agrees, but my major take away from his work is that: Innovation can’t be embedded; it can only be a capability that evolves to meet the business needs of the day.</span></div>
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<b><span style="font-size: large;">Korea Telecom</span></b></div>
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<span style="font-size: large;">The second article is from Misook Lim the Director of the Innovation Management Center at Korea Telecom. Her story is about <i>Transforming Culture Through Pervasive Innovation</i>. It can be found at: <a href="http://www.mixprize.org/story/transforming-corporate-culture" target="_blank">Korea Telecom - Innovation Changes Culture</a>.</span></div>
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<span style="font-size: large;">I worked with Misook and her team for about 26 months. Again the connection was through Gary Hamel and this allowed us to draw on the Whirlpool experience through the generous support of people like Moises and his boss Nancy Tennant who has been named by <i>Business Week</i> as one of the world’s 25 Innovation Champions.</span></div>
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<span style="font-size: large;">Misook does a wonderful job of relating the multiple fronts that had to be pursued to have Innovation recognized as a needed tool to position Korea Telecom for the aggressive changes taking place in its market. She walks us through a series of initiative such as: building capability in a core team; leading Innovation challenges within business units; setting the governance structure; and developing the companies executive team and vice presidents.</span></div>
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<span style="font-size: large;">For me the Korea Telecom experience re-proved something we all know: culture is a major issue when implementing change. I learned that you have to understand culture and respect it as a starting point for change. The culture at Korea Telecom was hierarchical and deferential; sometimes our western beliefs about equality and participation had to wait.</span></div>
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<span style="font-size: large;">Often in the Innovation consulting business we’re asked for proof, best practices, and where this has been done before. Moises and Misook answer the question.</span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-39164982554726069292013-01-25T09:33:00.000-08:002013-01-25T09:33:10.238-08:00Employee Engagement->Innovation->Customer Loyalty: Case Study<div dir="ltr" style="text-align: left;" trbidi="on">
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<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgpVbHwcJcTdS719BiI5fk5uAfxEPCnGHeKHifcW6M7snVjOvIsr7vCfbODqcAXGbMM4MLrxqNrrJR69Qvx9XEpXv7UjKeoxuCBjhY7MCvROjEsIcxt_ZITA20nyoljRJDt-S73GRfUyNk/s1600/Innovation.jpg" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgpVbHwcJcTdS719BiI5fk5uAfxEPCnGHeKHifcW6M7snVjOvIsr7vCfbODqcAXGbMM4MLrxqNrrJR69Qvx9XEpXv7UjKeoxuCBjhY7MCvROjEsIcxt_ZITA20nyoljRJDt-S73GRfUyNk/s200/Innovation.jpg" width="150" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="font-size: small;"><b>Leverage Innovation</b></span></td></tr>
</tbody></table>
<span style="font-size: large;">Organization transformation is a business full of: principles, tools, models,
approaches, frameworks and perspectives.</span><span style="font-size: large;">
</span><span style="font-size: large;">It’s a mind-boggling and mind-numbing stew of overlapping and
contradictory ideologies.</span><span style="font-size: large;"> </span><span style="font-size: large;">Just defining
a word like “innovation” will call forth passionate debate.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">When
I get tossed in these storms of righteousness I struggle back to a few
“truisms” that I’ve learned along the way, like: <o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: large;"><span style="color: red;"><b><i>… nothing happens in
organization transformation unless the executive team is “open and
trusting.” If you can’t fix this problem
then you can’t fix the organization!</i></b></span><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I
discovered another truism when I spent 26 months in Korea working the
transformation of a 30,000-employee public company. A decade ago I came to the understanding that
organizational change had to be driven from the outside-in. Successful change is customer driven change.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">As I
worked with this idea of “customer driven change” I found collateral
benefits. I found that when employees
leverage customers, the employees become engaged in their organizations. A short line of sight between employees and
their customers not only generates effective change, but it does it by solving
the biggest malaise in organization’s today – the disengagement of employees.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">So
it became clear to me that organizational transformation should be based in
engaging employees to solve customer issues.
Trite, but true!<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">My
practical problem was that HR programs aimed at solving employee engagement
didn’t always solve customer issues; and marketing programs aimed at customer
loyalty didn’t always engage employees.
A link was missing.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Then
in mid-2010 we got a request from the CEO of Korea Telecom to help him engage
his people to change the organization.
KT’s market was shifting, yet the employees tended to abide by
traditional hierarchical and deferential rules.
How could we connect employees to their changing customer base? The answer was “innovation.” <o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Innovation
has some glorious characteristics that go beyond the customary Employee
Engagement and Customer Loyalty programs.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
</div>
<ol>
<li><span style="font-size: large; text-indent: -0.25in;">Innovation needs to be framed within the context
of a “customer value proposition,”</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Innovation draws on the energy and passion
derived from creativity which is innate in all humans, irrespective of culture,
and</span></li>
<li><span style="font-size: large; text-indent: -0.25in;">Innovation has a discipline that leads to
commercialization.</span></li>
</ol>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Thus another truism: organization transformation is based on the virtuous
value chain of:<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="color: red;"><b><i>Employee
Engagement->Innovation->Customer Loyalty</i></b></span><span style="font-size: large;"><o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">This
understanding was fundamental to our success in Korea – and that success has
been documented in the public domain.
Here are two references.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">The
first reference is a case study at the London Business School. The study was prepared about a year and a
half into our 26-month engagement. The
connection to LBS was through Gary Hamel who led our project. The case study has a strategic focus on the large issues
of transformation.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<o:p><span style="font-size: large;"> <a href="http://www.managementexchange.com/sites/default/files/kt_case_study_london_business_school.pdf" target="_blank">KT-Transforming to an Agile Organization</a></span></o:p></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">The second
reference is written by my client and best friend in Korea, Misook Lim who now
heads the Innovative Management Center at Korea Telecom. Misook has just published this article. It comes about a year after the first
reference. This article focuses on the
practical working level and implementation of the strategic context provided in
the first reference.<o:p></o:p></span><br />
<span style="font-size: large;"><br /></span>
<span style="font-size: large;"><a href="http://www.managementexchange.com/story/transforming-corporate-culture" target="_blank">Pervasive Innovation at KT</a></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I’m
not a fan of the common wisdom that: “70% of change efforts fail.” The virtuous value chain and the dedication
of my Korean colleagues have proven it wrong.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-31315460903872305912013-01-14T13:04:00.001-08:002013-01-14T13:06:41.966-08:00Employee Engagement – Maybe The Job Is Bad<div dir="ltr" style="text-align: left;" trbidi="on">
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<!--StartFragment-->
<br />
<table cellpadding="0" cellspacing="0" class="tr-caption-container" style="float: left; margin-right: 1em; text-align: left;"><tbody>
<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg8-_GNVTGCuECmTJETr2V3Mj9kNA7VkPYp_lO6nKLAtleBzaCZfFXK9HZ6A61BaMkRTXuWB0-mSH-XFZhUW3crUUOiIyxygoKVPb8hxfwG1HzS17284H4-mXx9-Thzpa-VZ-2lvwPKZOUx/s1600/I+hate+this+place.png" imageanchor="1" style="clear: left; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg8-_GNVTGCuECmTJETr2V3Mj9kNA7VkPYp_lO6nKLAtleBzaCZfFXK9HZ6A61BaMkRTXuWB0-mSH-XFZhUW3crUUOiIyxygoKVPb8hxfwG1HzS17284H4-mXx9-Thzpa-VZ-2lvwPKZOUx/s200/I+hate+this+place.png" width="186" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><b>Employee Engagement - 60's Style</b></td></tr>
</tbody></table>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Employee
engagement ain’t coming back.</span><span style="font-size: large;"> </span><span style="font-size: large;">Somehow we have this nostalgia that employees used to be highly engaged.</span><span style="font-size: large;"> </span><span style="font-size: large;">I have trouble with that hypothesis based on
my experience and observations.</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Sure,
our surveys of employee engagement continue to show declines, but what’s the
benchmark and what are we measuring. I’d
say that disgruntled and disengaged employees surrounded my whole career as a
corporate employee and manager. The
majority of these people hung in because they had to, not because they wanted
to. <o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">I
will admit that today we face a “social media generation” with aspirations that
we haven’t seen since the SIXTIES. Sure,
today’s group is more self-important and less altruistic than their colleagues
of half a century ago; but both reject inherited authority and want to be
included.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">A
major difference that I see today is that jobs are less engaging than they were
fifty years ago. I see that the vast
majority of our for-profit corporations are transactional behemoths. The purpose of most jobs is:
efficiency, consistency, and low risk.
Exactly what recruits are not looking for.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">At
least when I entered the workplace there was enough looseness that I could
constantly define my job to keep me interested.
Maybe that’s the point about employee engagement today. Maybe the jobs don’t provide room.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">Let’s
think about Daniel Pink for a moment and his claim that people want three
things in their work (beyond basic hygiene): </span><span style="font-size: large;">Purpose, Mastery, Autonomy.</span><span style="font-size: large;"> </span><span style="font-size: large;">Take a look at the jobs in your company – at
all levels.</span><span style="font-size: large;"> </span><span style="font-size: large;">You’ll often find that:</span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
</div>
<ul>
<li style="text-align: justify;"><span style="font-size: large; text-indent: -0.25in;"><b><i><span style="color: red;">Purpose</span></i></b>: is set within the clear context of
profit, which is engaging for shareholders, but not the people who work for
them; and even if a transcending mission statement is elaborated it is rarely
role modeled.</span></li>
<li style="text-align: justify;"><span style="font-size: large; text-indent: -0.25in;"><b><i><span style="color: red;">Mastery</span></i></b>: is often seen as digging deep into the
rules that govern a silo; not understanding the much more engaging
relationships and flows that are horizontal.</span></li>
<li style="text-align: justify;"><span style="font-size: large; text-indent: -0.25in;"><b><i><span style="color: red;">Autonomy</span></i></b>: is seen as working within tight
controls, not offering the gifts of innovation and creativity that are housed
within all of us as humans.</span></li>
</ul>
<br />
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">On
the other hand, maybe there is room in even the most boring job but employees
don’t have the skills to make the job interesting. They don’t know how to inject: purpose,
mastery, and autonomy into their work.
For help they should turn to Shawn Acor and <i>The Happiness Advantage.</i>
Shawn gives principles and rules on how to change our mindset from “success
= happiness” to “happiness = success.”<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<span style="font-size: large;">One
thing I have concluded is that neither management nor HR is going to solve the
Employee Engagement riddle. That will
only come from inside employees. The
role of the organization in facilitating this is to make the shortest line of
sight possible between employees and what they really care about at work –
their customers.<o:p></o:p></span></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<div class="MsoNormal" style="text-align: justify; text-justify: inter-ideograph;">
<br /></div>
<!--EndFragment--></div>
<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-31871773794363520362013-01-07T10:32:00.003-08:002013-01-07T10:32:30.661-08:00Employee Engagement – For Change Managers<div dir="ltr" style="text-align: left;" trbidi="on">
<br />
<div style="text-align: left;">
</div>
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgqRd87wBRYexpueUZB7bPGarBxDLXGlXs-x795On6WNcicL8z9QBZlpimfHp5bkIhofKjoQrt8LHAtMQN168AVpaDIhqQr_bS123orOYoc9PYk5qmzh9ldUZZ766LiYnn5Q8ZPigzin5iZ/s1600/ILoveMyJob.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="185" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgqRd87wBRYexpueUZB7bPGarBxDLXGlXs-x795On6WNcicL8z9QBZlpimfHp5bkIhofKjoQrt8LHAtMQN168AVpaDIhqQr_bS123orOYoc9PYk5qmzh9ldUZZ766LiYnn5Q8ZPigzin5iZ/s200/ILoveMyJob.jpg" width="200" /></a></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Employee Engagement continues to plummet.</span><span style="font-size: large;"> </span><span style="font-size: large;">It has hit an all time low at about 30%.</span><span style="font-size: large;"> </span><span style="font-size: large;">HR has been working hard at reversing this trend for almost a decade, but nothing seems to work.</span><span style="font-size: large;"> </span><span style="font-size: large;">Maybe it’s time that HR calls on Change Managers to design and implement a new paradigm for employee engagement? </span><span style="font-size: large;"> </span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Let’s start at the beginning. HR and managers have worked for years to destroy employee engagement. This was not intentional or malicious; it was done in the name of eliminating “employee entitlement.” Several decades ago the belief emerged that employers had provided such a strong economic safety net that employees were not hungry; they had lost their incentive to perform. </span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Employees, it was believed, had become complacent because they could rely on: annual merit pay increases; employer paid benefits, particularly for health; and a defined benefit pension plan if they could just put in enough time to “meet the numbers.” Comfort equaled sloth and that accumulated into a lack of business performance.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">The simple answer to this initiating belief became the next belief. According to the emerging paradigm: business needed to create a “performance culture” where those who performed to defined standards would be afforded commensurate rewards. The employer was to give up vestiges of paternalism; it was time for employees to grow up and take responsibility for their careers. </span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">To implement these beliefs HR changed its role. It took a lot of economic hygiene off the table and replaced it with: pay for performance topped up with metric driven bonuses; defined contribution pension plans where employees managed their investments for retirement; and paid-time-off plans along with cost sharing for health benefits. The underlying philosophy, at the hygiene level, was clear: “we’re in this together, but you're on your own.” This belief system was imbued into the depths of HR – as it transformed itself into a “strategic partner” with a seat at the executive table.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Unfortunately, what was perceived as “entitlement” had one major benefit. It relieved employees of economic worry and let them focus on their work. To the extent possible, “entitlement” let people bring themselves into their jobs. It gave them the autonomy to find purpose in their work. It let employees feel engaged.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Those days are gone. Most businesses are not going to build the economic safety net back into their cost structures. Employee disengagement is here to stay; we created it, now we have to manage it; and managing it means that HR will need to change its beliefs and build a new paradigm.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Here’s where Change Managers can help.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<b><i><span style="color: red; font-size: large;">Reduce the Economic Worry:</span></i></b></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Compensation is a big issue for HR to unlearn. An industry has been built up around the performance pay experiment that hasn’t worked. There are lessons in the past pointing to the value of solid base pay that is marked to the market and then topped up by sharing company profits. </span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Performance appraisal is another sacred cow in HR’s performance belief system. This monster was created by linking pay to performance. Unfortunately we don’t have the social engineering skills to make it work. Now the system is dreaded by all and serves no one. Empirical evidence tells us that it’s time to unlink pay from performance – if we can get HR to go along.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">We need to work with HR to create an abundance mindset that encourages employees to constantly look for and interview for new job opportunities. One of two things will happen: employees will either learn how good they’ve got it, or the company will learn it’s under-valuing them. Either way the employee moves to a new economic reality.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
<span style="font-size: large;"><br /></span></div>
<div style="font-family: Cambria; text-align: justify;">
<span style="font-size: large;">Finally, severance is a reality that many employees will face; they shouldn’t have to fear it. We need to help HR enunciate and communicate severance policies that respects the employees’ contribution based on their job level, age, and time in the job. Employees deserve that peace of mind.</span></div>
<div style="font-family: Cambria; min-height: 14px; text-align: justify;">
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<b><i><span style="color: red; font-size: large;">Stratify Employee Engagement:</span></i></b></div>
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<span style="font-size: large;">The 30% figure is an aggregate; we need to help HR focus where it matters. </span></div>
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<span style="font-size: large;">Veterans in the workforce are invested; whereas new entrants aren’t; however, recruits from the “social media generation” are going to be difficult to engage. Most aren’t looking for a career; they’re looking for an experience. Is low engagement a form of resistance to be conquered or is it a temporal condition that requires patience? Change Managers know the difference and have the appropriate tools for either situation. </span></div>
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<span style="font-size: large;">Where Change Managers need to apply some new thinking and find new tools for HR is for that sliver of talent that understands the company’s DNA and wants to carry the gene forward. We need to work with HR to learn what it takes to engage those who are interested in the company’s future.</span></div>
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<b><i><span style="color: red; font-size: large;">Communicate Tough Love:</span></i></b></div>
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<span style="font-size: large;">Employees offer their unique gifts when they have purpose at work; however, purpose comes from principles. Get HR to write down the principles of the business? How are employees expected to act? How should employees treat each other and their customers?</span></div>
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<span style="font-size: large;">HR needs to let employees know the rules of the game and know they will be held accountable. Change Managers can help through their knowledge of two way communication and expertise in setting up accountability regimes.</span></div>
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<span style="font-size: large;">Companies have eroded their commitment to employees, and employees know it. HR needs to work with management to give employees a purpose that transcends the company. Employees want to be valued and customers provide this. </span></div>
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<span style="font-size: large;">Linking employees to customers is a sweet spot for Change Managers. We know how to create a short line of sight between employees and customers – and we also know how to show HR and managers how to get out of the way.</span></div>
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<span style="color: red; font-size: large;"><b><i>It's Just A Beginning</i></b></span><br />
<span style="font-size: large;">So, the above are thought starters on how Change Management can help HR build a new paradigm for employee engagement. </span><span style="font-size: large;">This is important work if we are to avoid a backlash.</span><span style="font-size: large;"> </span><span style="font-size: large;">For years HR have worked with their companies to become “kinder and gentler” in an attempt to increase employee engagement.</span><span style="font-size: large;"> </span><span style="font-size: large;">It hasn’t worked.</span><span style="font-size: large;"> </span><span style="font-size: large;">I dread that, out of exasperation, management will return to harsh models of command and control. </span><span style="font-size: large;"> </span></div>
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<span style="font-size: large;">We must avoid this. We must help HR find a new paradigm for employee engagement as supported to by advocates such as <a href="http://www.youtube.com/watch?v=u6XAPnuFjJc" target="_blank">Daniel Pink</a>; however, our first task will be to help HR look beyond itself and its constraining orthodoxies. </span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-74378641028790579272013-01-02T17:55:00.000-08:002013-01-16T07:21:19.881-08:00Employee Engagement – We Need A New Paradigm!<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-family: Cambria; font-size: large; text-align: center;">Ok, recent surveys tell us that Employee Engagement is at an all time low at about 30%.</span><span style="font-family: Cambria; font-size: large; text-align: center;"> </span><span style="font-family: Cambria; font-size: large; text-align: center;">So what are we going to do about it?</span><span style="font-family: Cambria; font-size: large; text-align: center;"> </span><span style="font-family: Cambria; font-size: large; text-align: center;">Apparently what we have been doing isn’t working!</span></div>
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<span style="font-size: large;">Firstly, what’s the source of such dissatisfaction? Well, us. Managers. We have worked for decades to destroy engagement. We said that we wanted to eliminate “employee entitlement” and replace it with “performance.” We took a lot of hygiene off the table like: merit pay, defined benefit pension plans, and health benefits. These were replaced with: pay for performance, defined contribution pension plans, and cost sharing for health benefits.</span></div>
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<span style="font-size: large;">Unfortunately, what we perceived as “entitlement” had one major benefit. It relieved employees of economic worry and let them focus on their work. To the extent possible, “entitlement” let people bring themselves into their jobs. It gave them the autonomy to find purpose in their work. It let employees feel engaged.</span></div>
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<span style="font-size: large;">Those days are gone. Most businesses are not going to build the economic safety net back into their cost structures. Employee disengagement is here to stay. We created it, now we have to manage it. Here are some things we should start thinking about if we are to build a new paradigm.</span></div>
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<span style="font-size: large;">Encourage people to constantly look for and interview for new job opportunities. Support them in their search. One of two things will happen: they will either learn how good they’ve got it with you, or you will learn that you are under-valuing them.</span></div>
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<span style="font-size: large;">Rethink how you compensate. Kill the performance pay experiment; it hasn’t worked. Get back to solid pay that is marked to the market and then share profits. </span></div>
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<span style="font-size: large;">Delink performance appraisal from pay. Use it for development only.</span></div>
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<b><i><span style="color: red; font-size: large;">Stratify Employee Engagement:</span></i></b></div>
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<span style="font-size: large;">Stop focusing on the 30% figure and focus where it matters. </span></div>
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<span style="font-size: large;">The veterans in your workforce are likely engaged; whereas new entrants aren’t. Let’s be clear. Recruits from the “social media generation” are going to be difficult to engage. Most aren’t looking to be engaged in a career; they’re looking for an experience over a short time horizon. Accommodate where you can, but don’t lose sleep if there is low engagement and high churn.</span></div>
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<span style="font-size: large;">Your focus has to be on that sliver of talent that understands your company’s DNA and wants to carry the gene forward. Learn what it takes to engage them.</span></div>
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<b><i><span style="color: red; font-size: large;">Communicate Tough Love:</span></i></b></div>
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<span style="font-size: large;">Employees offer their unique gifts when they have purpose at work; however, purpose comes from principles. What are the principles of your business? How do you expect employees to act? How do you expect them to treat each other and their customers?</span></div>
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<span style="font-size: large;">There are rules of the game. People are judged when they are at work. Employees have a responsibility to engage themselves. Tell them what is expected, and hold them accountable until they accept the responsibility.</span><br />
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<b><i><span style="color: red; font-size: large;">Enable Idea Generation:</span></i></b></div>
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<span style="font-size: large;">Everyone has ideas, that's the nature of being human. You need to create a culture of ideas; a place where everyone feels free to express their thoughts; and a place where thoughts can get filtered through the organization and implemented.</span><br />
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<span style="font-size: large;">Not all ideas are good ideas; and not all good ideas get implemented; however, all ideas have value even though their time may not be right.</span></div>
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<b><i><span style="color: red; font-size: large;">Let Customers Drive Engagement:</span></i></b></div>
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<span style="font-size: large;">Companies have eroded their commitment to employees, and employees know it. Employees don’t work for their company any more. We need to give them a new purpose. They want to be valued and customers provide it. We need to create a short line of sight between employees and customers and then we need to get out of the way.</span></div>
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<span style="font-size: large;">I have a concern that high employee disengagement will result in a backlash. For years I have watched companies become “kinder and gentler” in an attempt to increase employee engagement. It hasn’t worked. I dread that, out of exasperation, management will return to harsher models of command and control. </span></div>
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<span style="font-size: large;">We must avoid this. We must find a new paradigm for employee engagement. We must start implementing what others, such as <a href="http://www.youtube.com/watch?v=u6XAPnuFjJc" target="_blank">Daniel Pink</a> are teaching.</span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com1tag:blogger.com,1999:blog-6935988058403359675.post-2826658656455354322012-12-17T15:28:00.000-08:002012-12-17T15:29:25.724-08:00What Change Management has to offer Newtown and Aurora<div dir="ltr" style="text-align: left;" trbidi="on">
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<span style="font-size: large;">I’m a change management professional, not a politician or lobbyist. For me gun violence is a reality to be changed, and it can be changed. It is not an element in the periodic table.</span></div>
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<span style="font-size: large;">In the spirit of full disclosure, I was born Canadian and am naturalized as a US citizen. That means that my core value set is often different from many of my American friends. I don't need to be armed to protect myself from my government or fellow citizens.</span></div>
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<span style="font-size: large;">In addition, earlier this year – before the Aurora shooting – I witnessed a shooting incident. It was in a restaurant facility where a crazed husband stalked his wife injuring her and a friend before turning the gun on himself. The emotions of the patrons ran from: being perplexed to being catatonic to be being terrorized to being thankful. If any of the Texas diners were packing concealed heat that night they were using a table to protect themselves, not a glock.</span></div>
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<span style="font-size: large;">So I have a bias. I believe the level of gun violence in the US can be reduced; not eliminated, but reduced. I believe there is more to be done than mourn the victims and pray for the families.</span></div>
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<span style="color: red; font-size: large;">What can we learn for Change Management?</span></div>
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<span style="font-size: large;"><b>1. Recognize the Issue:</b></span></div>
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<span style="font-size: large;">Rationalizing the status quo will get us nowhere. We need to accept that we are not doing enough to protect the innocent – particularly children.</span></div>
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<span style="font-size: large;"><b>2. Paint a Monet:</b></span></div>
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<span style="font-size: large;">There is no detailed answer. We need to paint a Monet where we can kind of see a pond, a bridge, and a tree. We can fill in the details as we travel toward our aspirational vision.</span></div>
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<span style="font-size: large;"><b>3. Create Pressure Through Dialogue:</b></span></div>
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<span style="font-size: large;">We need to talk. We need to create grass roots awareness and pressure. We need to castigate assailants and memorialize victims. We need everyone in the gun violence supply chain to feel the pressure and modify their behavior.</span></div>
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<span style="font-size: large;">Be clear, I’m not talking about big government passing intrusive laws. I’m talking about a government that leads by facilitating and following. A government that funds research and creates opportunities for fact based debate.</span></div>
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<span style="font-size: large;">I believe that we can create a culture that responsibly questions the national attitude toward: gun ownership; the power of firearms on our streets; and even the open worship of gun violence in our entertainment.</span></div>
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<span style="font-size: large;"><span style="font-family: Cambria;">We can renew ourselves. We don’t need a big change in laws to control guns or their aggrandizement in our society. Prohibition and censorship are not answers. Responsibility is.</span></span></div>
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<b><span style="color: red; font-size: large;">We’ve Done This Before!</span></b></div>
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<span style="font-size: large;">Pollyanna, you say! No, historian. Look at big tobacco. Fifty years ago it was out of control. Big money in big tobacco was enticing vulnerable youth into a life of bad health and likely early death. Bogie and Bacall gave rise to the Marlboro Man and Camel’s Joe Cool as icons of our culture.</span></div>
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<span style="font-size: large;">I’m not an apologist for the tobacco industry, and yes I recognize that many laws and regulations have been passed to define where big tobacco can play. However, I also recognize that public outrage – usually in the name of our children – created limitations that were inconceivable only a few decades ago. Sure, maybe it was a bad idea to let everyone smoke in packed movie houses, but now you can’t smoke on a restaurant’s outdoor patio.</span></div>
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<span style="font-size: large;">We didn’t outlaw tobacco and there is no need to outlaw guns. What we did was classic change management: we recognized the issue; we envisioned an ideal future state; and we created a public dialogue that pressured big tobacco to become a responsible corporate citizen.</span></div>
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<span style="font-size: large;">We know how to reduce gun violence in the US. We know how to protect our citizen’s right to “life, liberty, and the pursuit of happiness.” There is no “paint by numbers” answer, but there is a reward. </span></div>
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<span style="font-size: large;">The reward is the hard work of moving forward.</span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0tag:blogger.com,1999:blog-6935988058403359675.post-2716253833978491192012-12-10T12:21:00.001-08:002012-12-10T12:21:53.617-08:00Innovation – The Link in the Virtuous Value Chain<div dir="ltr" style="text-align: left;" trbidi="on">
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<tr><td class="tr-caption" style="text-align: center;"><b><span style="color: red; font-size: small;">Innovation Links Employees & Customers</span></b></td></tr>
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<span style="font-family: Cambria; font-size: large;">I get tired of hearing that “70% of change initiatives fail.”</span><span style="font-family: Cambria; font-size: large;"> </span><span style="font-family: Cambria; font-size: large;">Firstly, I’m not sure of the context and accuracy of this urban myth.</span><span style="font-family: Cambria; font-size: large;"> </span><span style="font-size: large;"><span style="font-family: Cambria;">Secondly, to the extent that it is true I don’t hear of many solutions other than the tautological: “we need better management of change.”</span></span></div>
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<span style="font-size: large;">Since this 70% mantra has been around for more than a decade maybe its time to question why we haven’t solved the problem. Let’s step back and look for other correlations and trends. I see two:</span></div>
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<li><b style="font-size: x-large;"><i>Employee Disengagement:</i></b><span style="font-size: large;"> </span><span style="font-size: large;">It’s astounding.</span><span style="font-size: large;"> </span><span style="font-size: large;">We’ve worked for decades to disconnect employees from their employers.</span><span style="font-size: large;"> </span><span style="font-size: large;">Now that we’ve hit all time lows in employee engagement we seem surprised.</span></li>
<li><b style="font-size: x-large;"><i>Customer Dissatisfaction:</i></b><span style="font-size: large;"> </span><span style="font-size: large;">No matter how hard we work at the customer experience we find that levels of customer loyalty keep dropping in this world of mobile “show-rooming” and social media.</span><span style="font-size: large;"> </span><span style="font-size: large;">Customers are now in charge of brands; not company’s.</span></li>
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<span style="color: red; font-size: large;"><b><i>We have produced a vicious cycle: </i></b></span></div>
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<span style="color: red; font-size: large;"><b><i>Employee Disengagement->Customer Defection</i></b></span></div>
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<span style="font-size: large;">My question is: “How can change, or any initiative, be successful within such organizational malaise?” Shouldn’t we solve the organizational question before we work on the change question?</span></div>
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<span style="color: red; font-size: large;"><b><i>We haven’t failed at change; </i></b></span></div>
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<span style="color: red; font-size: large;"><b><i>we’ve failed our employees!</i></b></span></div>
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<span style="font-size: large;">So if we start with employees, how do we re-engage them? This topic has received myriad attention in the past few years, but a lot less by way of results. We know the answers, we just can’t figure out the implementation paradigm. </span></div>
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<span style="font-size: large;">For example, if we look to Daniel Pink we can find one slice of answers. His research shows that engaged employees need three things: Purpose, Mastery, and Autonomy. Ok, that’s a good list, but how do we take action? Well, I have a few thoughts. Firstly, let’s look at Purpose. My observation is that:</span></div>
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<span style="color: red; font-size: large;"><b><i>Employees don’t work for their employers; </i></b></span></div>
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<span style="color: red; font-size: large;"><b><i>they work for their customers!</i></b></span></div>
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<span style="font-size: large;">No matter how hard organizations try they just can’t remove the desire of most people to do a good job. Very few people wake up and say “I want to do a bad job today.” Yet, the drive for undisciplined profits and imposition of bureaucratic controls thwart the energy of people at work – except when they are directly involved in solving a problem for a customer. How often have you heard a customer disdain an amorphous company but love the person who solved their problem.</span></div>
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<span style="font-size: large;">So, customers give employees Purpose. But what do we do about Mastery and Autonomy. My answer is that we involve them in Innovation through:</span></div>
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<li><span style="font-size: large;"><b>Skills</b>.</span><span style="font-size: large;"> </span><span style="font-size: large;">Humans are creative by nature.</span><span style="font-size: large;"> </span><span style="font-size: large;">They need to regenerate and they love to bounce their ideas against other ideas.</span><span style="font-size: large;"> </span><span style="font-size: large;">However, often they just don’t know how to structure idea generation and synthesis.</span></li>
<li><span style="font-size: large;"><b>Means</b>.</span><span style="font-size: large;"> E</span><span style="font-size: large;">mployees need “Nike autonomy” – when it’s right for the customer “just do it.”</span><span style="font-size: large;"> </span><span style="font-size: large;">When the issue is higher than low hanging fruit we need mechanisms to register employee ideas, and get short term funding for experiments.</span><span style="font-size: large;"> </span><span style="font-size: large;">These tools are not a mystery in this time of technological open innovation. </span><span style="font-size: large;"> </span></li>
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<span style="font-size: large;">Change initiatives will succeed if we connect our employees to their customers. Innovation is the link in this virtuous value chain:</span></div>
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<span style="color: red; font-size: large;"><b><i>Employee Engagement->Innovation->Customer Loyalty</i></b></span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com2tag:blogger.com,1999:blog-6935988058403359675.post-68119424934720979722012-12-05T11:18:00.001-08:002013-01-14T14:49:46.185-08:002013 – The Social Media Generation Joins the Workforce<div dir="ltr" style="text-align: left;" trbidi="on">
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<tr><td class="tr-caption" style="text-align: center;"><b><span style="font-size: small;">Connection Obsession</span></b></td></tr>
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<span style="font-size: large;">Oh, oh – our workforce is changing, again.</span></div>
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<span style="font-size: large;">The last decade has been characterized by record low employee disengagement. In general, employees just don’t care about creating shareholder value. According to the research they draw paychecks and try to balance the demands of work with the demands of their life style.</span></div>
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<span style="font-size: large;">Disengaged, yes; but also diligent. Most of our current workforce comes to work, even virtually, trying to get a job done. Our workers may have been entitled by their parents but there was an understanding, even if resented, that there was a hierarchy that needed to be appeased.</span></div>
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<b><span style="font-size: large;">Social Media Generation</span></b></div>
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<span style="font-size: large;">I think this is changing. I think we’re seeing the beginnings of the “social media generation” hitting the workforce. What I’ve seen recently is an emerging trend - even though it’s blurry.</span></div>
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<span style="text-align: center;"><i><span style="color: red; font-family: Cambria; font-size: large;"><b>The most intimate relationship is with their smartphone</b></span></i></span><span style="font-family: Cambria; font-size: large; text-align: center;"> </span></div>
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<span style="font-size: large; text-align: justify;">We’ve spent a lot of time recently in business understanding the technological impact of social media. We can now hit your i-phone with a special drink promotion as you walk past Starbucks. We’re constantly alone together. For many this is a “wow” phenomenon; for “kids”, it’s just life.</span></div>
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<span style="font-size: large;">But what of the human (shall we say “social”) side of social media at work – that is, beyond our obsession with surfing, tweeting, and Facebooking on the job.</span></div>
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<span style="font-size: large;">Those entering the workforce in 2013 simply don’t think the same as the rest of us. They have a need, and expectation to be connected. It may be a form of narcissism, but they want to be connected, and known to be connected.</span><br />
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<span style="color: red; font-size: large;"><b><i>… kids have grown up inside an adult bubble</i></b></span></div>
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<span style="font-size: large;">Many have grown up inside an "adult bubble" where they have been encouraged to connect by saying what they think - to their parent's and adult friends.</span></div>
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<span style="font-size: large;">What they don't realize is that they were never judged inside the "adult bubble" - but they will be when they enter the workforce. This "connecting without judgement” often means publishing without a filter or discretion. Why else do we see endless lewd partying pictures or a frivolous obsession with kittens?</span></div>
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<span style="font-size: large;"><b>Quo Vadis?</b></span></div>
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<span style="font-size: large;">Social media is the great leveler; however, organization life is, well, “organized.” So, what impact will this new generation have on organization life? </span></div>
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<li style="font-family: Cambria; margin: 0px; text-align: justify;"><span style="font-size: large;">Will the new workforce really understand "confidentiality" and the need to protect "business intelligence?”</span></li>
<li style="font-family: Cambria; margin: 0px; text-align: justify;"><span style="font-size: large;">Will “whistleblower" laws be the least of a corporations confidentiality concern as we see stuff in the media that we never dreamed of? </span></li>
<li style="font-family: Cambria; margin: 0px; text-align: justify;"><span style="font-size: large;">Will we be working in “open landscape” offices so our recruits can feel connected even when they’re not on the phone?</span></li>
<li style="font-family: Cambria; margin: 0px; text-align: justify;"><span style="font-size: large;">Will communications with the boss be only through curt text messages?</span></li>
<li style="font-family: Cambria; margin: 0px; text-align: justify;"><span style="font-size: large;">Will employees only commit to a one year horizon as they check their phone for more interesting opportunities in the ether?</span></li>
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<span style="font-size: large;">I don’t know the answer to these questions, but I do know that managers and Human Resource departments aren’t ready.</span></div>
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<span style="font-size: large;">This is going to be fun!</span></div>
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<div class="blogger-post-footer">Customer Driven Change: Bud Taylor</div>Bud Taylor - Customer Driven Changehttp://www.blogger.com/profile/05989984192658161562noreply@blogger.com0