Posts Tagged ‘culture’

Why “Undercover Boss” is dramatic, and why that’s a bad thing for business

Thursday, February 25th, 2010

7-11 undercover bossI finally got a chance to check out “Undercover Boss” this week, after being curious about it since first hearing about it at the Super Bowl. It follows many reality show conventions, including dramatic music, montages and strategic repetition (I heard, “Those items are supposed to be going to charity!” at least three times).

Why, though, is “Undercover Boss” dramatic? In short, it’s based on an assumption that big-company CEOs are completely disconnected from the front lines of their businesses. Only by the CEOs being out of touch can these shows create the surprise and drama they depend on. Seeing Joe DePinto, CEO of 7-11, struggling to make coffee is funny, but it’s also telling. Selling coffee is how 7-11 makes money. According to DePinto, the store he works in serves 2500 cups per day. DePinto spends his days attending meetings and reading reports, not making coffee, and it shows.

I saw a terribly sad example of the “undercover boss” last week while watching “The Hurt Locker.” One of the soldiers meets with a psychologist colonel who is counseling him for his stress-related illness, caused by his daily encounters with IEDs and their carnage. The soldier teases the colonel that he doesn’t know what it’s like out on the streets. The colonel replies that he’s been out on the front lines earlier in his career. One morning, surprisingly, the colonel shows up and offers to accompany the group on their daily missions. The tragic ending of this amazing scene really struck me and pointed up in an extreme way the costs of the out-of-touch boss. How can one lead when he has no idea what it’s like where the rubber meets the road?

Related posts:
Business Book Hall of Fame: War & Peace
Time to start listening to front-line employees
A method for gathering and using insight from front-line staff

Minipodcast with Robert Wiesheu – in-country agents for selling

Tuesday, September 22nd, 2009

In this minipodcast, my friend Robert Wiesheu, who has sold in Europe, the Middle East, and Africa for more than 10 years, discusses a little-known corner of the sales world: the use of local agents to break into a new country market. It’s a challenging area with lots of traps – listen to Robert’s common-sense recommendations.

Podcast file (2:21)

Related post:
Full Shop Talk Podcast with Robert Wiesheu

Customers are talking: some good terms to describe business narrative work

Monday, May 18th, 2009

A couple of recent blog posts have featured useful discussions of key elements of business narrative work.

“Sensemaking is what we refer to as intuition”
Idris Mootee, in his blog Innovation Playground (via Futurelab), discussed sensemaking–which in many ways is the secret sauce of the narrative approach to gaining business insight. Here’s what Mootee writes:

Sensemaking is a metacognitive strategy, it is clear that people recognize patterns in the data in ways that they can’t talk about. That kind of inarticulate recognition (meaning that you can’t express it easily) is what we perceive as intuition. We’ve all got it, and good sensemakers have good intuitions about how things go together.

Applying Mootee’s ideas to narrative works except for his statement about “good sensemakers.” For narrative work, a single “good sensemaker” doesn’t exist–instead, the collective intelligence of a group of people reading through and finding patterns in stories is the sensemaker.

Low Tech And On The Ground
I love this expression, coined by Terry Miller, describing story gathering and sensemaking work in his recent post at the Cognitive Edge Guest blog. “On the ground,” is a crucial term. Narrative approaches require seeing things at ground level, not at 35,000 feet. It’s immersing oneself in the moment-to-moment and using collective evaluation to make sense of what is going on. Without this, you could be like the generals in “War & Peace”–making detailed war plans that have no effect on winning or losing.

“Low tech” is also a critical observation. Potential clients recoil from this–we have been brainwashed to believe that applying enough megaflops can solve any problem. And, by contrast, anything handmade and low-tech isn’t “industrial strength” and is to be avoided. But stories require context, and creating context requires human experience and sharing that experience through dialogue. Computers can’t do that, no matter how many megaflops they can process.

Another application of low tech is the interventions that help people deal with what they learn from stories. In my experience, the findings of a narrative project imply two kinds of changes to help address them:

(1) very simple changes that are obvious once the problem is properly understood. In a project of mine, we learned through examining customer service rep stories that fewer than 1/3 of the reps used the best practices that had been designed, and also saw that calls where reps forswore best practice didn’t end as well as the others.

(2) small things to try that may or may not help. Other learnings from narrative projects do not have straightforward solutions. The bad news is that the best course of action takes some time to determine. The good news is that a low-tech, cheap experimental approach can be applied. My favorite example of this type of approach is the solution a Singapore hospital devised to reduce emergency-room wait times.

Related posts:
An important definition of sensemaking
On “War & Peace” and complexity in business
Stop studying the problem, and just try something

On finally reading “The No Asshole Rule”

Monday, April 6th, 2009

Last week, on a trip to Las Vegas for the Wireless 09 trade show, I finally read Bob Sutton’s book “The No Asshole Rule.” I had occasion to mention this fact to some folks at a happy hour. One intern responded, “I took a class from him at Stanford, and he was amazed that his other book took a year to write and almost nobody read it, while ‘The No Asshole Rule’ was written in three months and that’s the book he’s remembered for.”

I’m not amazed by that fact. Besides the in-your-face title, the asshole culture at work is universally understood and experienced. It’s also rarely if ever confronted–meaning that a book that takes on the subject has a pent-up demand of readers. In other words, “The No Asshole Rule” is perfect in its timing, voice, subject matter, and market need. A hit.

The book is intended to help people recognize when they’re trapped in a toxic culture and escape or cope as necessary, and to help companies justify not hiring certain people with asshole qualities that could create such a toxic culture. But most useful for me was the challenge to confront my inner asshole.

I think most people harbor one of these in their psyche. Perhaps it only comes out when your kid wakes you up at 5:30am and asks if it’s OK for him to go downstairs and play Nintendo, or when you get a telemarketing call during dinner. For others (me included), it’s more easily accessed. And when I got into the corporate world, the culture of advancement helped bring it out more and more often, until I was a senior manager, when I was probably more than 50% asshole (my employees and colleagues might raise that number a bit).

Given that, I probably couldn’t have had a better break than, as happened a few years ago, to leave the corporate world behind and become a sole practitioner. It is very very difficult to make a living being an asshole when you are a lone contributor working for companies. You have to be humble, do good work, and make sure the client likes what you have done. That is the oxygen for this business. Treating clients poorly is a recipe for oblivion. I may not make as much money as I did a few years ago, but I think I’m a nicer person for it.

So perhaps I read the book at the perfect time. At any rate, “The No Asshole Rule” helped me understand the true cost of assholism, and how to recognize it and treat it in myself.

One of the world’s most dangerous jobs: change agent

Friday, January 30th, 2009

This article from Booz & Co’s “Strategy and Business” will send a chill up your spine. The article, “Stand by Your Change Agent,” by Stratford Sherman and Marisa Faccio, describes the results of a survey of 84 change initiatives between 1995 and 2005.

The initiatives themselves were successful, in the main: 85% met or exceeded the goals set out for them.

The leaders, though, didn’t fare as well. Sherman and Faccio write: “Some 70% of the executives who led these major transformations went unrewarded, or were sidelined, fired, or spurred to leave.”

The authors go on to describe types of companies at different levels of performance and how the change agent role is very risky in all but the very strongest companies. My take: large-scale changes disrupt the organization, stir up resistance, much of which gets focused on the change leader. If the change fails, the consequences are self-evident. If it succeeds, however, the pain endured in achieving it takes a toll on the person running the initiative.

If you’re considering taking this role on, do it for the experience, the resume fodder, and the feeling of accomplishment if you’re successful. Don’t do it, however, for the recognition of your peers and leaders. Chances are, that won’t be coming your way.

Business Book Hall of Fame: “War & Peace”

Wednesday, January 28th, 2009

Heard of it?

Read it? Probably not. It’s the dictionary example of a long book. And it is long. Based on some indirect prodding from Dave Snowden and Jochum Stienstra, I finally picked it up, determined to read the whole thing, in November 2008. It is now the end of January 2009, and that’ll tell you what a commitment is required to finish it. (The pile of unread books by my desk is now immense.) I can also heartily recommend the new English translation by Pevear and Volokhonsky; the writing was easy to understand and felt modern and fresh.

Was it worth nearly three months of effort? Hell, yes. “War & Peace” is an amazing work for our time (or any time). There are great love stories and domestic dramas in the book as well, but for the purposes of this post I’m going to focus on how the book tackles leadership, strategy, complexity and chance.

Perhaps most amazing is how Tolstoy shoots down the historian’s view of the power of individuals to shape history. Here he is explaining Napoleon’s rise to power:

Chance, millions of chances, give him power, and all people, as if by arrangement, contribute to the strengthening of that power. Chance makes the characters of the then rulers of France submissive to him; chance makes the character of Paul I, who recognizes his power; chance makes a conspiracy against him which not only does not harm him, but strengthens his power. Chance sends d’Enghien into his hands and accidentally forces him to kill him, thereby convincing the mob more forcefully than by any other means that he has the right, because he has the power. Chance makes it so that he strains all his forces towards an expedition to England, which obviously would have destroyed him, and never carries out his intention, but instead unexpectedly runs into Mack and his Austrians, who surrender without a battle. Chance and genius give him the victory at Austerlitz, and by chance all people, not only the French, but all of Europe as well, with the exception of England, which does not participate in the events about to take place, all people, despite their former horror and loathing for his crimes, now recognize his power, the title he has given himself, and his ideal of greatness and glory, which to all of them seems something beautiful and reasonable. (pp 1134-1135)

Of course, when the chances turn against him, starting with the invasion of Russia, he quickly becomes a fool and a failure. Was he a genius, or an idiot? Neither, of course. He was participant in a sequence of events over which he had little control, according to Tolstoy. This is a humbling lesson for leaders of all types, who operate in the complex domain–whether that be warfare, business or politics. Events will define you far more than you define yourself. Your actions, to a large extent, will be overwhelmed by forces outside of your control.

Does this then mean that generalship doesn’t matter? Tolstoy would say yes. Throughout the book he writes that the most carefully-created war plans go off the rails immediately after the battle begins, while a single junior officer, deciding on his own to attack the French flank, can have an immense impact on winning or losing. And that the passions of the soldiers have much more effect on the outcome than the best leadership and training.

In my times working at very large companies, this seemed true to me. The accomplishments of the company were the agglomeration of thousands of small efforts on behalf of the rank and file. [You could argue that company failures--Enron, AIG, for example--also work this way.] First-line managers had a big impact. Directors, somewhat. But the plans and strategies of the C-level executives, sitting in the God Pod, at the end of the day, didn’t mean much at all.