What is the Explanation Going to be if This Attempt Fails?

Occasionally during my career I have been surprised by new insights. One of the things I found remarkable was how quickly I thought up a new explanation for what could have caused a problem when the previously expressed explanation was proven wrong. After awhile I stopped finding it remarkable and found it remarkable how long it took me to figure out that this happened.

I discovered this as I programmed software applications. You constantly have code fail to run as you expect and so get plenty of instances to learn the behavior I described above. While I probably added to my opportunities to learn by being a less than stellar coder I also learned that even stellar coders constantly have to iterate through the process of creating code and seeing if it works, figuring out why it didn’t and trying again.

The remarkable thing is how easily I could come up with an new explanation. Often nearly immediately upon what I expected to work failing to do so. And one of the wonderful things about software code is often you can then make the change in 10 minutes and a few minutes later see if it worked (I am guessing my brain kept puzzling over the ideas involved and was ready with a new idea when I was surprised by failure).

When I struggled a bit to find an initial explanation I found myself thinking, “this has to be it” often because of two self reinforcing factors.

First, I couldn’t think of anything else that would explain it. Sometimes you will think right away of 4 possible issues that could cause this problem. But, when I struggled to find any and then finally came up with an idea it feels like if there was another possibility I should have thought of it while struggling to figure out what I finally settled on.

Second, the idea often seems to explain exactly what happened, and it often feels like “of course it didn’t work, what was I thinking I need to do x.” This often turns out to be true, doing x solves the problem and you move on. But a remarkable percentage of the time, say even just 10%, it doesn’t. And then I would find myself almost immediately thinking, of course I need to do y. Even when 10 seconds ago I was convinced there was no other possibility.

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Getting Known Good Ideas Adopted

This month Paul Borawski asked ASQ’s Influential Voices to explore two questions; first, what is the most important challenge the quality community faces in ensuring that the value of quality is fully realized for the benefit of society?

I really think it is just getting the good ideas to improve management, that have been around for decades, adopted. This might not seem that important. But I hear almost no talk about this and tons of talk about all sorts of “new ideas” for management.

The “new ideas” that I look into don’t seem like very new ideas to me. The best of these ideas are usually well thought out tweaks and enhancements (along with a potentially better presentation of the core ideas) that are useful. But they are really just about getting old ideas adopted, it seems to me. Still this is good and useful work.

Unfortunately the vast majority seems to me to be overly simplistic ideas that involved more thought in creating something to market than in creating something to improve the practice of management.

We seem to spend all sorts of time and energy focused on new branding for management ideas when we would be better off focusing on how to get organizations to adopt good practices. I think the distraction with finding new ways of clothing the same old ideas is a distraction that prevents focus where it would be more worthwhile. This is especially true because those rebranding old ideas often don’t understand the old idea. They seem to see it would easier to sell if it were simplified so they do that and rebrand it but they don’t understand that they left of critical components and it won’t work – even if it is easier to sell.

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Curious Cat Management Improvement Blog Carnival #195

The Curious Cat management blog carnival has been published since 2006. New posts are published twice a month. I also publish a collection management improvement articles on the Curious Cat management improvement articles site.

  • If you develop people results will follow! by Tracey Richardson – “They developed us and conditioned us to always ask questions based on standards to current state, that pure essence kept us perpetuating the thinking until it became the “norm”. I reflect back now and realize it was all really simple when you have leaders aligned with expectations, discipline and accountability that were first and foremost. It wasn’t Lean, it was our JOB! Imagine that concept! It wasn’t a choice, option or convenience thing, it was how we did business everyday, we all lived it because it was who we were.”
  • Can You Really Improve Your Emotional Intelligence? by Tomas Chamorro-Premuzic – “While many ingredients are required for a good coaching program, the most important aspect of effective EQ-coaching is giving people accurate feedback. Most of us are generally unaware of how others see us — and this especially true for managers. As noted , ‘it is remarkable how many smart, highly motivated, and apparently responsible people rarely pause to contemplate their own behaviors.'”
  • The Development of Deming’s Management System – Mike Tveite: “I achieved my goal by not my aim. That happens a lot, we honestly translate aims to goals. And then we do stupid things in the name of the goal get it the way of the aim. We forget the aim sometimes and put the goal in its place.” [the video above shows Mike his experience with this problem]
  • Pivots and Portfolios: A Contrarian View by John Hagel – “Rather than pivoting, we can periodically step back and reflect on our progress, then rapidly iterate and enhance the initiatives we are pursuing to achieve near-term impact. By constantly zooming out and zooming in, we maintain focus on what is really important and avoid spreading ourselves too thin. Within the context of a stable framework, agile methodologies of rapid iteration and learning can become powerful vehicles for progress.”
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Experience Teaches Nothing Without Theory

Experience teaches nothing. In fact there is no experience to record without theory… Without theory there is no learning… And that is their downfall. People copy examples and then they wonder what is the trouble. They look at examples and without theory they learn nothing.

W. Edwards Deming in The Deming of America

Our brains are good at creating theories, from our experiences, so that our brain can learn. However when this is done only subconsciously we can be led astray. And in complex situations where it is not easy to see the causal relationships (managing human systems for example) it easier for us to be led astray when we are not consciously thinking about the theory driving our thoughts and decisions.

When we are learning (as little kids) we don’t understand that are brain is creating theories to help us learn. But our brain is creating theories and testing them out. What happens when we push the spoon off our high chair? Lets try it 500 times and see. After repeated experiments, we learn a good deal about how gravity will affect objects no matter where you are, no matter if you are in a highchair, or a stroller or a slide or your mother’s lap… We also learn about how people will react (psychology).

Our brains are great at creating theories and testing them even without us understanding that is what is going on. But managers need to push past this subconscious learning to understand the theories behind their actions or they will spend lots of time on activities that are wasteful, similar to the bird in this webcast:

Worm charming is a behavior birds use to encourage worms to go to the surface so the birds can then eat them. The methods used vary, however tapping earth with feet to generate vibrations is widespread. One theory for why the worms go to the surface is the vibrations are similar to those produced by digging moles, which prey on earthworms.

This bird doesn’t understand the theory behind their instinct. Therefore the bird can’t understand that a worm is not likely to burst through the pavement. Too often managers are applying behaviors without understanding the theory (or without evidence showing that the practice based on the theory is effective – failing to practice evidence based management). And so the managers don’t understand that the behavior will not be successful given the conditions they find themselves in.

Related: We are Being Ruined by the Best Efforts of People Who are Doing the Wrong ThingHow We Know What We KnowThe Illusion of Knowledge

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Leadership and Management

I don’t think the attempts to separate leadership and management are useful. I read plenty of things that are variations on Peter Drucker’s:

“Management is doing things right; leadership is doing the right things.”

A manager that is not concerned about doing the right things is a lousy manager. And a leader that doesn’t care about doing things right is a lousy leader.

Another theme of this contrasting type quote says some version of:

“Managers care about efficiency and leaders care about effectiveness”

A manager who doesn’t strive to be effective is also a lousy manager. It is also odd to suppose the detached leader (the type that lets the manager deal with the mundane while they dream), one that doesn’t concern themselves with customer focus, value chains, going to the gemba really has a clue about effectiveness. The idea seems mainly to view a manager is a cog looking at some tiny process and making it efficient without understanding the organization as a system or value chains or customer focus.

I think, the main problem is all of the attempts to contrast leaders and managers. Much of the time people are saying managers don’t do things they certainly should be doing.

The desire to express how leadership traits can be used by those without organizational authority are useful. Discussion of how certain traits can be seen as within the domain of leadership I suppose may be useful (it can help our minds see how various traits and practices combine to help get results – and we can categorize these under “leadership”).

Leaders that are primarily “big thinkers” and motivators without a clue about how to actually do the things they advocate (the model of “managers” deal with the implementation with blinders to the system while “leaders” are “above the fray”) is not useful in my opinion. It does note a somewhat common practice (in organizations today) but not one that is wise. Separating leadership from the gemba is not wise. Separating leadership from a deep understanding of customers is not wise. Separating leadership from how the organization actually works is not wise.

Plenty of others seem to disagree with my opinion though, there are many articles, blog posts, podcasts, talks… on separating leadership from management.

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Curious Cat Management Improvement Blog Carnival #194

The Curious Cat Management Improvement Carnival has been published since 2006. The carnival, published twice a month, links to great, recent, management blog posts. I hope you find these post interesting and find some new blogs to start reading. Follow John Hunter online: Google+, Twitter and elsewhere.

  • Define Your Organization’s Habits to Work More Efficiently by Brad Power – We need to do away with the notion that standards necessarily mean rigidity. Rather, standard work can help people do their jobs consistently and reliably, and improve how they do it… he traditional view that efficiency requires bureaucracy and that bureaucracy impedes flexibility should be replaced with a new model: clever application of standard work allows you to have efficiency and flexibility.
  • Forget passion, focus on process by Matt Linderman – “Find meaning in what you’re doing. Work to improve your industry. Get joy from making a customer’s day. Surround yourself with the kinds of people and environment that keep you engaged. Figure out the details and day-to-day process that keep you stimulated. Focus on how you execute and making continual improvements.”
  • photo of The Family, a sculpture by David Green

    The Family, a sculpture by David Green. Photo by John Hunter during trip to Los Angels.

  • Effective Communication is Explicit by John Hunter – “Making communication explicit and obvious, so that everyone that needs to know, does, will reduce problems and reduce the damage the problems that were not eliminated cause.”
  • Whey Too Much: Greek Yogurt’s Dark Side by Justin Elliott – This post discusses the system problem (waste whey). I also like how it shows academics helping to find solutions for business, again showing how professors can be part of the business process improvement when playing a role of innovators, experimenters to find solutions for the system.
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Peter Senge on Systems Thinking

People must be willing to challenge their mental models in order to find non-obvious areas of high leverage – which allow significant improvement.

System thinking is a term that is often confusing to people. From my perspective it is important to understand the importance of leverage. Understanding systems lets you find solutions that may not be direct, but provide powerful leverage. Another important point is looking at the organization as a system.

Understanding the interdependence of the aspects of the system/organization/process is also important (and part of seeing the organization as a system). We often don’t consider how changes will impact other areas of the system that are not immediately apparent. This weakness in how we often think today, results in great opportunities to improve by factoring in the impacts that are not as obvious.

As Peter Senge mentions in the video the concept of long term thinking plays a role. Often we are now neglecting or vastly under-appreciating long term impacts (focusing on only the results in the short term) and thus often their are opportunities to improve just by factoring in not just the short term impacts but also placing importance on longer term impacts.

Peter Senge: “Its not about the smartest guys in the room its about what we can do collectively. So the intelligence that matters is the concept of collective intelligence.”

Related: We are Being Ruined by the Best Efforts of People Who are Doing the Wrong ThingHow to Get a New Management Strategy, Tool or Concept AdoptedBuild an Environment Where Intrinsic Motivation Flourishes

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Executive Leadership

Senior executives must lead management improvement efforts. When senior executives only give lip service to management efforts the result is normally the same: little happens.

When Dr. Deming was working with companies after the 1980’s NBC white paper, If Japan Can Why Can’t We, he wouldn’t work with companies if the CEO wasn’t attending the meetings and learning how to manage the organization better. Dr. Deming had seen far too many CEOs want improvement but wanted to delegate the effort of getting there. Dr. Deming saw when senior executives delegated improving the management system it didn’t work.

There are a number of problems with senior executives not taking improvement seriously. First, and most common, they don’t really believe it and have no interest in improving practices – they just want to magically get better results without improving how things are done.

Second many senior executives don’t understand what management improvement is about. They think it is something those other people do on the factor floor or in the call center or somewhere. The most important changes will be in the c-suite for organizations that make substantial improvements. But when executives are out of touch (as so many are) in both management practice and how their organization actually works (at the gemba) then improvement efforts are extremely difficult.

If those senior executives are taking part in the improving the management system they will learn and then will be able to help improve the management system. If they are not engaged in actively working PDSA (on their workload) learning about variation, looking at their organization as a system, making changes to the organization given an understanding of respect for people the potential gains are severely limited.

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Management Improvement Blog Carnival #193

The Curious Cat Management Improvement Carnival is published twice each month. The posts selected for the carnival focus on the areas of management improvement I have focused on in the Curious Cat Management Improvement Guide since 1996: Deming, lean thinking, innovation, respect for people, customer focus, etc..

  • Dr. Deming’s “Role of a Manager of People” by Mark Graban – quoting Dr. Deming “A manager understands and conveys to his people the meaning of a system. He explains the aim of the system. He teaches his people to understand how the work of the group supports these aims.”
  • Does Standard Work Destroy Creativity? by Janet Dozier – “When standard work is consistently and uniformly adhered to, it drives continuous improvement by exposing problems within the process. Making problems easier to see inspires planned experimentation to discover better ways to perform the work. Standards are the foundation for continuous improvement.”
  • How to Be Startup CEO by Ryan Allis – “In my experience the three most important components of the Start-up CEO’s role are:
    1. Creating a product that solves a real customer need (and convincing customers to pay for it).
    2. Making sure your users and customers have an extremely positive emotional experience with your product.
    3. Recruiting a great team to build your product.”
  • Distorting the System, Distorting the Data or Improving the System by John Hunter – “It is good to get in the habit of considering if the measured improvements are truly an indication of an improved system or merely the result of distorting the system or the data.”
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Lean Blog Podcast with John Hunter

Mark Graban interviewed me for the Lean Blog podcast series: Podcast #174 – John Hunter, “Management Matters” (listen using this link). Links to more information on what we discussed in the podcast.

More podcasts with me: Software Process and Measurement Podcast With John HunterBusiness 901 Podcast: Deming’s Management Ideas TodayProcess Excellence Network Podcast with John Hunter

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