The SkillsFuture organisation is doing an excellent job, supporting the development of the workforce in Singapore. They have recently launched a set of Critical Core Skills that are vital for all of us to thrive in a business environment that is rapidly changing in terms of technology and human interaction.
The sixteen competencies are grouped in the following three areas:
As a change management practitioner, I am delivering programs that are developing and embedding skills that allow change initiatives to succeed. Are you simply installing a change? How can you ensure that you realise the expected benefits of the transformation program? With this background, I want to share here how change management skills are supporting the critical skills above.
At the core of change is the human side of doing business; how we interact with others. We want to understand the people around us; only then can we overcome resistance and make the new solutions work for them. This is the foundation to make transformation initiatives a success. We learn to understand how people react, how we can influence and engage people. And most importantly, how we can create value in the ecosystem.
Change management frameworks provide a simple structure that allows us connecting the dots and to think critically. Who is impacted by the change program? Who can be an influencer? Change frameworks enable us to collaborate and discover new insights. With these inspirations we can derive innovative solutions that fit into the larger ecosystem.
When we learn about transformations, we also discover that change journeys are about continuous change. The business ecosystem is constantly moving forward and we need to keep moving within it - stay relevant. With this, we develop behaviours and mindsets that is not only open to change; we discover how we can thrive in change.
How can you get started? Become a Certified Associate in Change Management with our hybrid program that is credible, holistic and hands-on.
Source: Critical Core Skills, Skillsfuture Singapore
End of last year, in the context of an agile transformation in a global financial institution, we delivered a series of design thinking trainings to a global audience. The sessions introduced the people-centric problem solving methodology, shared some case studies, and allowed the participants to practice some of the tools. After the program, we checked in with the teams and observed that they didn't take up design thinking in their practice.
How often did you observe that your training efforts have little impact on people's daily work? What can we add to bring the excitement from the training back to work? In my experience, this is an essential step for success.
At the bank, we selected a few teams that were excited about design thinking and willing to explore ways how they can overcome barriers and adopt the new principles and tools in their daily work. Typical barriers were a strong focus on delivery, very limited perceived time for other activities, a feeling that there was not much room for creativity. On top of this, the team also needed to build confidence with the methodology itself.
So, the journey began. Two important things we laid down from the start: everyone in the team is committed; what we are doing is relevant for daily work. We reviewed the deliverables for the quarter and based on that, the team identified areas where the team required a better understanding what the customers needed. Based on this, we started an iterative process to identify the best ways bring design thinking into people's daily work. Here are some of the lessons learnt:
One way we reduced the number of tools was the way we looked at the journey map. This became the key canvas to collect information during the inspiration phase. The map included the personas, the process steps, the needs and tools required, and the insights via a mood curve. These journey maps started with a broad scope and later we narrowed them down to a small scope which reflected the current activities. We used them first to collect information from within the extended team and then showed them to groups of customers (internal stakeholders) to validate assumptions and gain further insights.
While it took time to find a good way to bring design thinking methods into people's daily work, the team appreciated that we have cultivated a customer-centric mindset and provided a path to regularly interact with the customers. This allowed the teams to build deliverables that are much closer to the need of the customers and create more value. Now the initial efforts are shared to other teams and the seed is passed along.
What is your experience to cultivate customer-centricity in your teams?
Image source: Ideo U.
Since about a decade, we talked about a business environment that is constantly changing, complex and exposing our company to disruption. The year 2020 showed us, how real this can be for any business and for our entire life. Over the last five years, I have developed a framework which I think allows us, our teams, and our company to create a platform for lasting success. A conversation yesterday motivated me to share this here again.
The volatile business environment we are in, requires an important revelation: if we continue doing the same thing, we will be getting the same results. So, we need to try new things. Then, the main question is: who should define these experiments? Who should be in control of bringing our business forward? As a change management practitioner, I suggest two dimensions which are highly important to our leadership.
Direction - How often do we define a new strategy and after some time realise that our business is still running in the same way? In my experience, the bottleneck is not the understanding of what the strategy is; rather, there is a lack of understanding and persistence on how this new strategy is impacting everybody's daily work. Here we need alignment and transparency to define and implement the collective dream.
Acceleration - In a next step, there are more barriers for success: who is coming up with the crazy ideas? Only big bets will make us move forward over time. And, implementing big bets seems to be a daunting endeavour like climbing the Mount Everest. Here we need experimentation, focus, safe working environment, cross-silo collaboration, etc in order to innovate and to excel.
How are you able to trigger the change in your company culture to achieve this platform for lasting success? Please reach out to me to exchange thoughts.
Over the last decade, I could collect many examples where teams and entire organisations tried to accomplish too many things at the same time - with the result that they are advancing very slowly. I observed this in manufacturing environments, corporate functions, product development teams, etc. And I am sure, many of you agree to this. And still, there are so many important topics; how to choose?
Last year, a team approached me to support them to improve their productivity. They organised themselves in a very typical manner: each team member got a topic assigned and worked on it individually. During my observations I discovered two main obstacles. First, the team members felt that they were not in a good position to help each other. Second, the team was not able to accelerate urgent topics fast. That's why we tried a new approach.
How often do you observe similar situations in your organisation?
In this team, we tried to follow the principle: let's minimise the topics we are working on in parallel. We started with selecting one focus topic per cycle - a two weeks period in their case. At the beginning we had a deep dive into the topic to get everyone familiar with the topic. Then, they discussed what are the tasks to bring this topic forward and continued to work together on these activities. With this sequential approach, the team didn't have to select important topics to reduce the number of projects on their plate. There is always the next cycle, where the next important focus topic will be progressed. This gave the team the confidence to spend very little time on the other topics.
During the reflection after the first cycle, the team expressed how they enjoyed to work closer together; this was a great team bonding. In addition, they were able to significantly accelerate the delivery for the focus topic. At the same time, the team struggled with a steep learning curve during the deep dive and shared that they had to find a new balance between working in a group and focus on individual tasks. We agreed that both points will become much easier over the course of the next cycles. Overall, they all agreed the benefits outweigh these drawbacks. The team highly appreciated the switch to a more parallel approach of delivery.
Where do you see areas to implement this way of working?
In my practice, I am often talking about three different topics: change management, operational excellence and innovation. For many people, they are very different concepts and many companies assign these to different departments. What makes them so distinct? Or are they not?
For me, they are strongly supporting each other and tightly interlinked. Let's start with innovation. This topic is about creating and implementing new solutions. Change management is supporting innovation by driving the change (behaviours) that the new solution will bring. And according to some studies, about 80% of the innovation are incremental, operational improvements, while still disruptive.
In the same way, operational excellence is strongly supported by innovation methods in order to discover crazy ideas. And, in my experience, change management practices support to engage the people and motivate them bring better results.
Lastely, for me change management is directed at improving the business. This can only happen by cultivating an innovation mindset and driving operational excellence across the entire organisation.
So, instead of distributing these three topics in different corners of your organisation, bring them together. Some successful companies have one (Transformation or Excellence) team which can be the driver for company-wide innovation which includes operational excellence and has strong change management practices.
How do you bring innovation, change management and operational excellence closer together?
A special year is coming to an end and I want to thank all my families, friends, network and followers for your encouragement, conversations and learning opportunities. Despite all the difficult moments, I think I have been lucky and grateful of all the things that have happened - maybe it is by choice?
The New Year is coming and if we can predict one thing, it will be different from the past. Will it be better? I think, this depends on what we make out of it, right? For myself and for all the great people around me, I wish that we are getting ready for what will come. First, I think we will need curiosity to discover the opportunities; we want to understand our passion that gives us a big picture direction. And then, let's start with small steps towards this collective dream, and building together with our network of people.
Wish you a fantastic start of the New Year!
Keeping traditions... Huntsman's technical campus in Shanghai celebrated again an Innovation Day last week. This is the third iteration since I met the local leadership team in 2015 and a great routine to keep.
In my recent experience, many companies and teams are pushing for daily delivery without pause and reflecting are we running in the right direction and are we using the right gear. And I am observing that only after a few months in this mode, teams are getting exhausted.
The Innovation Day in Shanghai is reversing this trend and the leadership team understands the wider purpose and benefits of such an event:
Thank you Enshan, Renyi and Stella to keep this tradition alive!
Great to read the outcome of an interesting conversation with Rachelle Lee and Michael Zimmel about how innovation and creativity can shape the way finance professionals are looking at their work.
One key pillar for success is understanding how we are creating value for our customers. This starts with exploring who we are creating value for. And then get inspired by their needs and insights. Where are the pain points and how we can we make these groups of people successful.
In the past, finance professionals were routinely creating standard reports piling up lagging financial indicators. In today's ever-changing, complex world this is not creating value. I suggest to look at leading indicators that we can directly influence and have an impact on the success we are aiming for. We can see a huge potential for finance teams to tremendously increase the value they can create for their 'customers'.
Read more in this interview: The Changing Mandate of Finance.
We heard this a lot - especially in the current pandemic: stress is causing our brain to react with flight, freeze, faint or fight. And this reaction is blocking our creativity and problem-solving capability. Stress can come from so many directions: uncertainty, feeling threatened, lack of job security, work overload, lack of control, feeling insecure, feeling lost...
Neuroscience tells us that a positive emotional state restores this creative thinking which allows us to solve problems and accelerate the much needed innovation. As a leader, we can switch the work environment from one of fear & challenges, to one where we can discover great opportunities. This will also strengthen trust and self-esteem.
Here is one surprising source for this positive environment. According to this IMD article is humour! Feena May describes in The incredible lightness of being: use humor to inspire your team during a crisis "humour as a leader's capacity, ability and willingness to share themselves in service of the situation" with lightness of spirit, kindness and presence.
As so often, the intent is important. We want to use humour in order to enlarge and open the space between people; take them out of their shells and caves and bring them together with purpose and fun. Humour is not the same as jokes; these are often making fun of a certain group of people, which is counter-productive. The silent clown can be an inspiration; the apparently simple acts of holding space, creating connection and encouraging exchange. And often, a simple smile and light-hearted comment by a leader can create positivity which removes the stress and uncertainty.
Feena mentions three reflection points:
There are many ingredients to accelerate excellence, drive productivity and strengthen innovation. One of them is humour which creates fun and collaborative environment based on positive leadership.
The last two days I joined the 4th Annual Open Innovation Virtual Summit as a participant and as a speaker. It is great to from large companies (ABB, Givaudan, Orange, Roche, etc.) how they are facilitating and rewarding ideas and innovation within their organisation. A common thread is that it is vital to put the customer at the centre of the innovation process and work together with the external ecosystem. This was creatively underlined by Gregory Poletta's introduction of the Da Vinci Mindset - think impossible!
People Excellence was at the centre of my speech where I highlighted that a new, positive leadership style is a fundamental driver for innovation and therefore vital for lasting success in today's business environment. Empower and facilitate creativity & experiment based on great relationships and a meaningful purpose.
Big thank you to the organiser Milana Dreo, Vonlanten Group, and to the two hosts Jordi Rafols and Andy Wynn. With great curiosity, I am looking forward to the next summit!
Last week, I posted a small poll to understand how companies are exploring their sources of innovation. The idea of the poll came out of a conversation about that many companies resort to two different types: either they have special teams that are developing new products, services and processes which are then taken up by the core business. Or, the companies are engaging their core business teams to explore new ideas themselves. According to the poll, over 60% of the people experience the latter.
At Hive17 Consulting we are promoting a third alternative that is taking the advantages of both options and allowing the companies to transform with more speed, less resistance and more creativity. Let's explore...
Companies that have established innovation labs complain that the core business is not taking up the new ideas with enough energy. The dedicated teams are great at identifying customer needs and have the resources to deep-dive into the respective markets. Often they are cross-functional and bring diverse experiences to the table, which is strengthening creativity and the creation of novel ideas. At the same time, they are disconnected from the core business and once they have claimed a victory, the company expects that the core business to stem the hard work for the big success. This creates friction.
As an alternative, companies then drive innovation from within their core business. Different initiatives are directed at identifying improvement ideas and developing new products. The core business is close to daily operations and has a good understanding of where we have friction and they are able to quickly implement improvements. Though, they lack the resources of creating a deep understanding of the larger context of the opportunity and often work in their respective silos.
How can we innovate and take the best from both options and drive creativity and operational excellence at the same time?
At Hive17 Consulting we are implementing an alternative we call 'Innovation Crews'. We support establishing small, interdisciplinary teams that are dedicated to a specific opportunity - growing a market, developing a new solution, improving manufacturing excellence, etc. These crews have the resources to deeply understand the ecosystem and bring different silos together. This allows the company to come up with crazy ideas in a short period of time. Because the team size is small, the team is forced to work together with the core business throughout the discovery, identification and development of the solution. This means, from the start the business is involved and contributes to the innovation projects. The innovation crew takes up a role of a facilitator to enable a smooth and accelerated journey towards groundbreaking innovation.
How did you experience the different options to drive innovation in your company?
This week I was engaged in a few discussions about how some teams feel that they are constantly under pressure. They feel they don't have breathing space and realise that this is not a situation that is tolerable and sustainable. Often, such circumstances result in burn-outs, attrition of talent and reduced performance. How can we then thrive when we are put under pressure?
Let me first divert into neuroscience. Studies have shown that when we are in a negative emotional state, our creativity and our capability to solve problems is shut down. In order to be effective as a knowledge worker, we want to be in a positive emotional state. Here are three ideas how to achieve this.
While you are experimenting with this lighter approach to absorb the pressure from outside, keep a good focus on your social connections - within your team, with the teams around you and with the stakeholders you are creating value for. Make your journey fun.
What is your approach to growing under pressure?
Photo credit: Ainhoa Sanchez, Volvo Ocean Race
Today, I had the opportunity to share a hybrid approach to transformation in operational excellence together with Pascal Daniel during the OPEX Week Live APAC. What excites me about conferences are the interaction between peers and experts in the same field - even in a virtual format. So, we had an interesting sharing of insights how we can trigger lasting success in the current disruption. Exciting to see that the audience is also focusing on innovation, positivity, adaptation, health, empowerment, etc. A very people-centric view.
The hybrid approach we presented is pushing along these keywords; the approach is based on human-centricity, bottom-up and and an ecosystem & value focus. The method is inspired by design thinking and lean startup and follows four key steps:
Join us in a workshop where we guide you in applying this approach to your own challenges and opportunities. Fill in this form to express your interest: https://forms.gle/9W3MqGuwsvrEY39PA
About a year ago, a factory in Thailand embarked on a journey to redefine how they approach operational excellence. One aspect was to get crazy ideas; we conducted a design thinking workshop that engaged over 70 people in six teams. In this article, I want to focus on the execution of these ideas: Big & Small Thinking.
In a workshop the teams split the crazy ideas into smaller clouds. Each of these smaller clouds represented a potential three months projects; they followed the following principles:
These criteria represented a shift away from the typical 12-18 months projects. The biggest challenges the team were facing were, a) that after each three months we can add value to the business and b) that we don't know what we will be working on after this project is completed. Both elements allow the teams to stay flexible and adjust the big picture journey to new discoveries and to changes in the environment. At the same time, we were able to celebrate much earlier. The engagement was very high.
How do you drive excellence in a complex and ever-changing environment?
Today was Day 2 of the APAC Operational Transformation Summit with a inspiring speakers that look at new aspects of Operational Excellence: culture, sustainability and agility.
Eric Tachibana started of with an deep dive into culture. Culture is important because there is a clear correlation to financial success - btw, strategy doesn't show this correlation. At the same time, it seems to be difficult to grab and manage. Eric introduced a model to make to make culture more tangible: values, rituals, stories and artifacts. Influencing culture starts with the little behaviours we conduct every day in these four areas. He shared that at Amazon there is a strong focus on the leadership principles that provide guidance to the entire organisation and to create new routines across the four elements of culture.
Luanne Sieh introduced another angle to operational excellence and illustrated the impact of human society on our planet in the last 100 years and how it shot through the roof. In today's business, we need to look at the triple bottom line - profit, people, planet - in order to establish a sustainable operation. Investors today are more and more interested to go beyond th short term financial KPIs and push the companies they are investing in to be active in creating a better world for our society and our planet. This essentially will bring new business opportunities and allows companies to distinguish themselves in the market.
Majid Bhatti supports the view that innovation is essential for business success; creating new products, increase motivation, increase productivity, establishing new relationships. Innovation is not only about creating ideas; selecting the right ideas and executing them are essential parts of innovation. Successful innovation is based on collaboration and interaction between people; based on empathy and understanding. In this context, he introduced agile methods which have a strong focus on interacting with peers and customers. Getting early feedback from them is essential to develop solutions iteratively. Agility also suggests that we are creating flat organisations and facilitate the flow of ideas and improvements from all corners of the organisation. Agility is a platform for innovation and improvements in our operational excellence.
For me, it was refreshing to observe a broad perspective on how we can improve our operational excellence and look beyond the usual set of tools. Diving deep into culture, sustainability and agility might create more engagement within the ecosystem; looking at a wider range of criteria can drive improvements in our daily operations.
Today was Day 1 of the APAC Operational Transformation Summit and we had a great lineup of speakers. I could clearly see a red thread going through all the presentations. Operational excellence is based on digital transformation; and the success of digital transformation is enabled by the people.
First we had Michal Golebiewski from Microsoft sharing how digital transformation is a journey and that starts with the definition of a new you; based on a purpose. This purpose is guiding the customers, the partners and the employees on how we are kick-starting this journey. We need a vision & strategy; a northstar. We need to look at the culture and mindsets that will allow experimentation and stimulate a growth mindset. The unique assets and the capabilities of the organisation need to be aligned for this journey. And finally, success is based on employee empowerment and we need to stay engaged with them. These are the ingredients for success.
Abhishek Sharma, Axa, continued the journey and added that the tools and the process are necessary to bring fruits from these ingredients. In order to start your digital transformation journey, you need to investigate your what, who, how and the impact you want to create. He illustrated that you will not reach the peak in the first round. As a leader, you encourage your team members to climb the mountain by themselves - milestone after milestone. At the same time, you are there to hold a guiding hand when necessary. This will build confidence and the climb will become easier. The transformation journey is triggering a cultural shift that involves everyone. This is why it is important to cultivate trust with your employees, your customers and in the entire ecosystem.
During my presentation, I took the concept further and introduced positive leadership that allows you to drive engagement, motivation and therefore operational success. Today's uncertain and complex business environment requires agility in order to create success. This agility is based on empowering people to experiment, guiding them with a collective dream, creating an understanding how to create value for our customers, and lastly on building a collaborative platform to facilitate relationships and trust.
Finally, Kesavan Sivanandam, from AirAsia, shared an inspiring story about perseverance and pushing boundaries. Needless to say, the airline industry is hit very hard and AirAsia took this as an opportunity to push digital in the end-to-end experience. He shared the story how strong collaboration with various agencies and business partners allowed them to achieve a contactless solution from "curb to gate" within a few months time. This was possible based on a common purpose within the ecosystem to keep the business going, in a safe way. And in this journey, it was important to keep the people engaged under this collective dream.
Day 1 of the conference was a lot about creating a common purpose, engaging with the people, and cultivating relationships. Key ingredients for a smooth and sustainable digital transformation journey. I am curious to hear more during Day 2.
In an environment of uncertainty and complexity, anti-fragility will allow you to create lasting success. That's a nice sentence and many people agree to this. And then the big question comes: how do you get there? how do these puzzle pieces fall in place?
Two months ago, I posted my leadership view on the four pillars for agility: customer value, purpose, relationships and experimentation: How to reach agility? Four Key Drivers for Leaders. Today, I want to come back to these pillars and share how they fit together.
The underlying premise is that your company is acting in an uncertain and complex environment. Now, in this uncertainty, you want that decisions are made fast and bottlenecks are removed. This means, you need to empower the people at the front to experiment and try out what might work - and learn. You need to increase their autonomy to allow your teams to run forward with high velocity.
Now, many people argue that this will only lead to chaos. Yes, and while we allow our teams to run forward, we need to ensure that they are moving fast in the same direction. The organisation requires an aligned and transparent understanding of the big picture purpose. Important, this is not a top down vision. I like to call it the collective dream which is evolving with everyone participating.
What is the key ingredient to this collective dream? Our customers decide if we are successful. That means, we need to create value for them. The company purpose and the different team purposes are highly influenced by how we are creating value to our customers. And this is based on a deep understanding of their needs and challenges.
The fourth pillar is about creating a platform that allows the teams to run forward in the right direction. This platform facilitates cross-silo collaboration which allows quick sharing of information and further eliminates barriers to speed and fuels creativity. Smooth collaboration is based on common goals and good relationships.
As a leader that drives anti-fragility, your role boils down to two things: bring the people together to define a meaningful and customer-focussed purpose. With this established, the second role is removing bottlenecks, providing resources and further driving motivation. Sounds easy and yes, it takes a lot of efforts to become this agent of success.
In German we have this expression - "Wer den Pfennig nicht ehrt, ist des Talers nicht wert"; basically saying, only when value you small change, you are worthy of the dollar bills. Did I get this right? In many efficiency improvement projects, companies deploy small focus teams that are working on the large improvements; within a few years they can achieve great improvement results. Why is this not enough? How can these initiatives excite the entire workforce? And do these central projects have a lasting impact?
In Southeast Asia we engaged in an energy efficiency project for about 15 factories. And, we took a different approach: we directly asked the frontline people where they see improvement potential. I clearly remember a few projects we celebrated together with the staff at the factories. One was the idea to change the switches in a large warehouse. Imagine a large warehouse, and whenever you enter it, there is one switch for all the lights. The team experienced this as a waste of energy and suggested multiple switches for the different sections in the warehouse. Does this have a million dollar impact on your business? Even we might consider this as a small improvement, we celebrated it because the behaviours is correct and we wanted to stimulate more of the same.
The next time this team walks past a idle running grinding plant, they will switch it off and will save significant energy costs. Based on over a hundred similar small projects, we were able to reduce the annual energy cost by a three digit million dollar figure. Plus, we created ownership, commitment and engagement from everyone working in our plants. This was an exciting journey.
A case study from Coca Cola in Sweden shows similar results - Improvement opportunities that are hard for managers to see. The study compared the improvement impact of a Six Sigma initiative with an idea system for continuous improvement. The sum of the small ideas in total generated 6 times more savings than the big projects.
A positive leadership engaging all the workforce to participate in the overall vision of the organisation will have significant and lasting effects on your bottom line. How will you implement this in your company?
In general, I am a forward looking person and striving to excite people about the future. Even these times are full of positive experiences and opportunities. And sometimes, it is great to explore the past - historians play an important role in our daily life. This article is looking at studies from previous crises and shares interesting conclusions - What you can learn from history about innovating during a crisis.
The companies that invested in innovation during the crisis displayed 14% more growth in the following decade than the companies that did not. What did these companies do differently? They collaborated with other businesses, explored new market opportunities, leveraged technology in new ways, and were competing on value instead of price.
At the same time, in a crisis companies need to be cautious with spending. The research shows that investing into innovation is not the only driver for success. Companies need to find a balance between investing in innovation and reducing your cost structure. Though, firing staff is not the preferred way to control your costs - this will only backfire in the near future.
Here are cost management strategies that have been proven successful in previous crises:
While these defensive measure are in place, follow your customers and invest where you can create value. Allow your staff to experiment with new ways to interact with customers and learn as much as they can. It is very important to build a solid foundation that pushes you into the pole position when the economy is picking up again.
Where do you find inspiration in this list of measures? How will you start to balance innovation and cost control?
Many leaders understand that empowering their team members will improve motivation, creativity, agility and will lead to lasting success. Still, many struggle to find a balance between being the boss and stepping aside. What is the right path?
Previously we shared about the Innovation Days, a two day event in Shanghai to drive creativity: Cultivate a Creative Mindset while Delivering Business Results. During this event we encouraged the sponsors of the teams to observe their teams and be available to provide guidance.
In one team we observed great leadership. When the team went ahead to create a prototype of their idea, they involved their sponsor as an ordinary team member. This allowed this regional director to learn from the project team and at the same time share his ideas and advise. The key here is that he did this while being on the same level - not as the sponsor or a senior person.
What does it take to be a supportive, positive leader? At the start and throughout the journey, the role of a leader is to create clarity on the collective dream and what we intend to achieve with this team. Another role is to display the expected behaviour and values; be a role model. Lastly, supportive leaders coach their team members to overcome obstacles. When this is done, why not join the team and enjoy the ride together with them?
Thank you for your great leadership: Renyi Wang, Lance Yang.
Photo credit: Huntsman, Shanghai
This week, I have been working with a team to improve their operations. They are doing great at developing new products and services, though they felt unsure about how well they are designing for their customers. For this team, we are looking at a network of internal customers in different functions and business unit. How can we manage these stakeholders needs with agility and creativity?
We started with the 4Qs Framework: who we serve, what we serve, how we serve based on the question who we are. The team appreciated the structure in the thinking process and how this helped to identify where they need to direct their focus. For example, the team said, yes, we know who we are serving. Though, do we know them deep enough, do we know their daily work challenges? Based on this simple framework, we identified the gaps and defined the next actions.
As a next steps we took the discovery principles of design thinking and started the people-centric and creative process of defining the key users, their needs and their pain points. This gave the team a much clearer pictures where the opportunities are to generate value for these people; mapping the existing value propositions with the challenges of the stakeholders. This allowed the team to refocus their operations on the key elements that generate value for their customers.
How are you uncovering the real needs of your customers?
Thank you Anthony Coundouris and Fray Gill.
July is the start of a new quarter and many teams are about to define what their goals for the next three months will be. Objectives & Key Results (OKRs) are used in many organisations and I believe they are a great tool to write down and discuss the big picture objectives and the immediate achievements to focus on - strengthening alignment & transparency.
How to make these key results meaningful? Let me share with you an example. In the last two weeks I was supporting a global compliance team that is split in five smaller groups. In the last quarter they were struggling because they felt the OKRs were not relevant to what their work was actually about. What did we do differently?
First, we expanded the objectives beyond the core deliverables: timely implementation of regulatory requirements. A few posts ago, I shared an article why a single focus on performance might impede performance. The idea is that a solid environment is further improving the outcome of your teams. This environment is based on creating positive experiences and enabling continuous learning. Our compliance team added two objectives. One is related to adding value to stakeholders; the teams are encourage to establish frequent meetings with the different stakeholder groups and implement a structure way to showcase their projects and to understand where they can deliver more value. The second new objective is about strengthening knowledge sharing and collaboration within the global team. The key results for this are aiming at improving social connections between the smaller groups and establish knowledge sharing habits. The felt that these objectives are more meaningful and will support the core deliverables.
Second, we included a round to collect key results from the smaller groups. In this organisation it was typical that OKRs were defined by the team leaders and then communicated to the rest of the organisation. Sounds familiar? The experience of the previous quarter was that the team members didn't think the key results were relevant for them; they also felt that each group has totally different focus topics. Instead, after defining the objectives, the leaders went back to their small groups and defined key results for their group. These were then aggregated and clustered which made the key results relevant for all team members. As a result it was obvious that the different groups have an overlap of topics and this created stronger bonds across the global team.
Overall, the entire team is positive and confident with the key results for the upcoming quarter and are highly motivated to focus on bringing value to their stakeholders and to themselves. A great start for success.
Photo credit: keadventure.com
Until not so long time ago, success was defined by following a plan through, or you designing a product that is flawless, or you following the process to the dot. Management schools and project management standards have contributed to this push of perfectionism. The base for this are assumptions that markets are stable, customer needs won't change and operations are easy to map into processes. With the current crisis, and even before that, we experienced that we can't rely on these assumptions? The world is changing faster, the future looks uncertain and ecosystems are complex.
Why do we as leaders feel it is hard to move away from perfectionism?
"In the midst of great uncertainty, leaders across all industries are adjusting strategies and supply chains, rewriting the rules of operating, and sometimes making things up as they go. This kind of leadership demands mental agility. However, there is a challenge: our minds are not naturally built for agility." This Harvard Business Review article shares insights on how we can address our mental barriers to agility.
The first challenge are the distractions. Every day hundreds of messages are asking for our attention. And, we tend to get involved in too many activities; too many priorities are demanding our input. It takes courage and new habits to remove these distractions and focus on the things that matter; the old 'signal versus noise' situation. We can achieve more agility when we focus on small steps, intermediate achievements, instead of keeping a constant focus only at the top of the mountain.
The second challenge is about our ego. I had success with this in the past; my opinion is correct; I already have invested a lot. All this is fixing our mind and prohibits fast adjustments. Instead, as leaders we need to look at the collective wisdom, listen to all the people that are close to the market. Authentic leadership allows to be closer to reality and removes the self from the equation. And as a result, we and our team members can be more self-confident.
The third challenge is empathy. In a crisis we are expected to recognise and resonate with the emotions of the people involved. This is a very important step to overcome the difficulties and come out stronger than before. At the same time, we might reach a paralysis and are not able to make decisions that might hurt some people; then empathy might slow down our agility. As a leader we can find a balance with constructive compassion. This means we are respecting the emotions of people, we treat them as humans. Keep looking for the value these people are bringing, in the larger context of things.
Is your mind ready to conquer the opportunities of the next crisis?
Illustration by Keith Negley
In the current situation, many companies are stumbling and stuck in the place they currently are - or worse, where they have been in 2019. At the start of the lockdowns, leaders tried to connect with their teams and engaged on a social level. Then, the urge of survival kicked in; many companies started cost cutting exercises. Is this sufficient to shine and thrive at the end of this crisis?
On my side, I am convinced that in order to create lasting success, companies need to focus on value creation. We need creativity to address totally new needs and we need velocity to deliver value at the time it matters most.
In this context it is great to see that major consulting companies are confirming this point of view. McKinsey pushes in a similar direction: Ready, set, go: Reinventing the organization for speed in the post-COVID-19 era.
In the article, they reinforce the notion that we need to re-invent our organisations. Do we expect that 2021 will be the same as 2019 has been? Consumer behaviours are changing, employee preferences have shifted, communication technologies are maturing fast. Here an interesting example: recently, a global alumni organisation was forced to conduct their annual general meeting (AGM) virtually. The organisers shared with me that this format allowed more relevant members to participate and the outcome served the global community better. This was never possible with a physical event. Will they continue with a virtual AGM? Probably yes. Transformations around us are happening fast; and we as individuals and as business leaders need to adapt as well.
McKinsey mentions 9 triggers for speed in your organisation. Autonomous, cross-functional teams with more freedom to make their own decisions, with reduced hierarchy & bureaucracy, and with a clear result focus will execute lasting success. Further, successful organisations are embedding themselves in a collaborative network of partners, customers and suppliers. This means, building a platform that facilitates hybrid work and continuous development of the people is essential to remove barriers. And, what is the role of today's leaders? Enabling, inspiring and empowering these strategic teams. Step back and see success flourish.
How do you create lasting velocity?
Today is June 2020. Are you looking at the 18-months plan you have created in January 2019? Most probably, nothing on it would make sense in today's world. They have reflected a very different reality. And the complexity and uncertainty we are acting in, makes planning difficult.
What is the alternative? In my work to improve operational excellence, I am guiding teams to create specific and clear key results that will be achieved in the upcoming 3 months. This is a time horizon we can foresee with more certainty. And how do we make sure the teams are going in the right direction? This is where we need a northstar, a collective dream, that gives us a guidance for direction and priorities.
No plan at all? This feels very uncomfortable... Sure, we need something that is bridging the northstar and the key results; these are the objectives. They give us the context for the key results. And, in order to provide clear guidance, I suggest teams to imagine how the end results might look like and how the path can look like. This imagination of the results and the path is providing excitement and clarity.
If we don't have a plan, how do we measure success? In the past, project teams celebrated that they finished their project on time and on budget - and delivered outdated requirements? Instead, I suggest teams to measure success based on these three dimensions: a) value to customers, b) discipline of routines that create an excellent working environment, c) the pace the team members are learning.
How would you think this vision-to-action approach will contribute to accelerated success?
Tim is a change practitioner in the area of innovation and excellence. He is working with teams to accelerate innovation, collaboration and agility.