Hire People You Can Trust to Do Their Job

How great companies turn crisis into opportunity

The right people don’t need to be managed. The moment you feel the need to tightly manage someone, you’ve made a hiring mistake.

The right people don’t think they have a job: They have responsibilities. If I’m a climber, my job is not [just] to belay. My responsibility is that if we get in trouble, I don’t let my partner down.

The right people do what they say they will do, which means being really careful about what they say they will do. It’s key in difficult times. In difficult environments our results are our responsibility. People who take credit in good times and blame external forces in bad times do not deserve to lead. End of story.

I think he makes a very good point, but may overstate it just a bit. The right people do need management to do their job: to provide guidance, to work on improving the organizational system, to coach employees when needed, to plan for the future, to determine where to focus the organizations resources… But they don’t need to be micro-managed. They can be expected to do what is needed when the proper conditions are set, including a clear understanding of what is needed, communication of current conditions and changing needs, a shared understanding of roles (for people and organizations)…

Also, just to be clear, it can be the right thing to closely manage someone as they are learning. This is true when a new employee starts with the company. And also when they take on new responsibilities. I would have no problem with a company tightly managing a new supervisor. In my experience the exact opposite problem is much more common, moving people into supervisory roles with little support, to sink or swim on their own (well perhaps sinking those around them too). At both times they should get the support they need and the freedom they need to work effectively.

Related: Keeping Good EmployeesFlaws in Understanding Psychology Lead to Flawed ManagementPeople are Our Most Important Assetposts on managing peopleThe Joy of Work

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Failure: Honda’s Secret to Success

Related: Honda has Never had Layoffs and has been Profitable Every YearInside Honda’s BrainCurious Cat Engineering Blog

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Management Improvement Carnival #53

Shaun Sayers is hosting the Management Improvement Carnival #53 on the Capable blog, highlights include:

Submit suggestions for the management improvement carnival.

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Newspaper Innovation In Kansas

The newspaper industry is facing challenging times. One success story is the Lawrence Journal-World in Lawrence, Kansas. I first heard about their efforts years ago:

Watchful Eyes on Kansas Media Innovations, NPR, 2005

Many media companies hoped that convergence — combining television, print and online resources — would help them survive. Instead, many companies have lost money on online journalism. In Lawrence, Kan., Dolph Simons’ Journal-World newspaper has taken ambitious news-gathering approaches to local issues.

The Newspaper of the Future, by Timothy O’Brien, New York Times

Lawrencians buying tickets for University of Kansas football games can visit the same site, LJWorld.com, and find photographs offering sightlines from each of Memorial Stadium’s 50,000 seats. Law aficionados can find transcripts of locally significant court cases posted on the site and participate in live, online chats debating the pros or cons of some cases – sometimes with experts who are involved in the proceedings.

A related Web site, lawrence.com, is aimed at college readers. It allows visitors to download tunes from the Wakarusa Music Festival, find spirited reviews of local bars and restaurants and plunge into a vast trove of blogs

The steward of this online smorgasbord is Dolph C. Simons Jr., a politically conservative, 75-year-old who corresponds via a vintage Royal typewriter and red grease pencil while eschewing e-mail and personal computers. “I don’t think of us as being in the newspaper business,” said Mr. Simons, the editor and publisher of The Journal-World and the chairman of the World Company, the newspaper’s parent. “Information is our business and we’re trying to provide information, in one form or another, however the consumer wants it and wherever the consumer wants it, in the most complete and useful way possible.”

The company has continued on an path of customer focus and innovation. There work shows what can be done by understanding what need you fulfill for customers.

They understand what they offer customers (and it isn’t just paper). They understand the technology related to their business (not the technology of their past methods of working but the technology possibilities related to serving their customers). They understand the realities of the marketplace. And they have divined a strategy based on this knowledge (they have innovated). And finally, the Lawrence Journal-World has maintained a constancy of purpose.

Related: Zipcar InnovationInnovation StrategyInformation Technology and Business Process Support Continue reading

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Jeff Bezos and Root Cause Analysis

Jeff Bezos and Root Cause Analysis by Pete Abilla

There are several things amazing about this experience:

  1. Jeff Bezos cared enough about an hourly associate and his family to spend time discussing his situation.
  2. Jeff properly facilitated the 5-why exercise to arrive at a root cause.
  3. He involved a large group of stakeholders, demonstrated by example, and arrived at a root cause and he didn’t focus on symptoms of the problem.
  4. He is the founder and CEO of Amazon.com, yet he got involved in the dirt and sweat of his employees’ situation.
  5. In that simple moment, he taught all of us to focus on root causes — quickly — not heavily relying on data or overanalysis of the situation, and yet he was spot-on in identifying the root causes of the safety incident.

Using quality tools really works. Lots of people don’t use them. Improving is often not any more difficult than just applying tools that have been used for decades. Improving does not require rocket science. Just do the simple things and you are well on your way to great success. Of the 10 stocks in my original 10 stocks for 10 years post Amazon is one of 4 that are up.

Related: Bezos on Lean ThinkingAmazon InnovationBezos Webcast on the Internet BoomImprovement Tools and Improving ManagementRoot Cause AnalysisEuropean Blackout is Not “Human Error”

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Online Data Backup and Corporate Blogging

This is a good example of a sensible corporate blog post, Online Data Backup [the broken link has been removed, breaking links is not a good practice for any website]. Their blog is fairly staid and impersonal (which is not normal for blogs) but as corporations take up blogging many such blogs are coming into being. blogs began as very personal communication vehicles, but that trait is not required (though completely impersonal blogs do not really seem like blogs at all). The balance between boring, pushy marketing and providing useful information while mentioning your services is a bit tricky and something different people have varying tolerances for.

According to the National Archives & Records Administration in Washington, D.C., 93% of companies that lost their data center for 10 days or more due to a disaster filed for bankruptcy within one year of the disaster. Of those companies, 50% filed for bankruptcy immediately. A Price Waterhouse Coopers survey calculated that a single incident of data loss costs businesses an average of $10,000.

Even if you are a home user, almost one third of you have lost all of your files due to circumstances beyond your control, like a hard disk drive crash. If you then tried to get a quote from a data recovery service, you likely gasped at the price. An estimate of $2,000 or more is quite common. Why? Because desperate people pay lots of money.

We all know we should backup our data, but most of us continue to put it off for a variety of reasons. It takes too long. We hate shuffling DVDs/CDs in and out. We’re too busy scheduling root canals at our respective dentists. Even if you’re vigilant about copying your data to a second storage location, how many of you, home or business user, can say that you have an off-site backup that will protect you in case of a fire or other natural disaster? I’ll bet good money that the answer is “not many.”

I think this post is successful at walking the balance between marketing and saying something worth reading. I would imagine others would find it too marketing focused. I think one focus a corporate blog needs to take is the purpose of the blog is to provide users useful and interesting information. Within that context highlighting offerings from the company is fine, but if providing value to the blog readers is not seen as the primary focus the blog is not going to be effective.

Also be sure those writing for, and making decisions about, the blog understand the technology and accepted practices of the blogging world. Coming off as some stilted, out-of-touch, outdated organization is probably not going to help the organization. One simple example is many blogs don’t even link out to studies etc. that they reference. This is a very lame practice (one the Lenovo site seems to employ). Such practices are common among those that don’t understand the internet (which is not a group you want to be in if you are publishing a blog). Also, as a reader, be very wary of statistics without context (such as those quoted above without providing links to the full reports).

Also, the blog post makes provides a good reminder, backup is important. This is valuable reminder, because it is an important thing to do, and because it is fairly commonly a weakness. Breathing is important too, but we don’t really need to remind people, they breath without reminders.

Some good corporate blog examples: Dell InnovationAmazon S3 Failure AnalysisManagement Training ProgramToyota’s CommitmentBlogging is Good for YouVisual Instructions Example (Seagate backup drive)

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Mount Timpanogos Trail, Utah Photos

Photo on the Mount Timpanogos Trail by John Hunter

In 2007, I kept failing to plan for a vacation, finally I just booked some tickets to Utah without much of a plan. And still had done little to plan as I departed. So I bought some travel books and started on the trip while I was figuring out where I should go. I did know Utah offers amazing hiking options and I found many great hikes that made for a great trip.

The first day of the trip began in Salt Lake City and then a visit to Antelope Island State Park in the Great Salt Lake. The next day I hiked the Mount Timpanogos Trail (where the photos on this page are from). The following morning I enjoyed the Timpanogos Cave National Monument. The Mount Timpanogos area is about an hour from Salt Lake City. My trip continued to the Dinosaur National Monument. Once I add more of the photos to my travel site, I will add a new post here.

Related: Curious Cat photos while hiking through National ParksWind Cave and Jewel CaveGrand Teton National Park Continue reading

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Using Free Content to Boost Your Sales

I am a big believer in marketing by providing some content for free. It is a great idea for consultants. It is also a great idea for those looking to sell books and audio-visual content.
Can Free Content Boost Your Sales? Yes, It Can

As those crazy Monty Python dudes put it, “We’re letting you see absolutely everything for free. So there! But we want something in return. None of your driveling, mindless comments. Instead, we want you to click on the links, buy our movies & TV shows and soften our pain and disgust at being ripped off all these years.”

And you know what? Despite the entertainment industry’s constant cries about how bad they’re doing, it works. As we wrote yesterday, Monty Python’s DVDs climbed to No. 2 on Amazon’s Movies & TV bestsellers list, with increased sales of 23,000 percent.

Similar approach worked for Nine Inch Nails and other artists. And yet, lately we hear more about various restrictions to free redistribution of copyrighted content than ever before.

If you are looking to create some business in the rough economy, try thinking creatively and expand your ideas of what is a good strategy for gaining customers. Providing sensible online resources is a far better strategy than hiring a bunch of lawyers to sue college students. I posted a link to Monty Pythons great explanation of what they were doing on one of my other blogs last November. Enjoy.

Related: Giving Away Your Service for Free on WeekendsInnovative Marketing PodcastSeth Godin on Marketing and the InternetMarketers Are Embracing Statistical Design of Experiments

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Negativity

Don’t be negative. Most people agree with that statement. We see being negative as bad. If you don’t have something good to say, don’t say anything. Well, I don’t agree. While presenting your ideas in a constructive way is helpful, I don’t agree with those that try to discourage negative comments.

I understand that the psychology of many people has lead them to want confirmation and to dislike criticism of ideas they propose. And I understand our society has re-enforced the desire to see criticism as bad. Using better words and phrasing your comments more effectively to make your points and avoiding being seen as negative is good). But I wish more people objected to bad ideas instead of just letting them go because they were afraid of being seen as negative.

Yes it would be nice if they objected in some wonderfully polished way. It would however also be nice if people were not so insecure that criticizing an idea required being very careful not to be seen as negative. And if I have to focus on improving one thing (in an organization) it would be how poorly people react to a negative comment rather than trying to avoid negative comments. Now, in reality we don’t have to chose one, we can do both, but the choice I would make shows where I see the larger problem today.

People should try to be constructive with criticism. I don’t think there are many people that disagree with that. However, I think people need to learn how to encourage people to criticize their ideas. We want more people providing their thoughts, not less. And what I see most often from people objecting to “negative” comments is an attempt to discourage raising legitimate issues, using the claim of “negativity.” Obviously this is not always the case. But that is the problem I see far more often than the problem of someone that is just negative.

I want people to be open to new ideas. I want them to explore new opportunities. But I don’t care if they voice negative thoughts about why this won’t work here. Or saying that we tried that before and it didn’t work. Great, lets talk about why it didn’t work. Lets try to do something different this time. I don’t want people to ignore the negative feelings they have. Express them and lets deal with them.

Now there are some people that won’t stop just expressing negative opinions without exploring what that means about how we can cope with potential dangers and find more effective solutions. That is not very helpful. But overall give me more people that are seen as negative. We need more raising of problems. We need more people unsatisfied with the status quo.

Thoughts on, Two Sentences That Don’t Help: “That won’t work.” or “I don’t like that.” I think they do work. They are not perfect, if would be better to be constructive. But I would much rather hear that when it is what is felt than someone thinking it won’t work and being quiet because they don’t want to be seen as negative.

Related: Bring Me Solutions or ProblemsThe difference between respect and disrespect is not avoiding avoiding criticismThe Lazy Unreasonable ManFinancial Market MeltdownRespect for People, Understanding Psychology

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Management Improvement Carnival #52

The 2008 Annual Management Improvement Carnival Review (published on a number of site) I am counting as #51, making this #52. That annual review turned out to be a very interesting collection, if you have not read all of them yet, take some time to do so. I linked to the first set of posts previously and here are the remaining posts

And then some management posts from the last few weeks:

  • What’s happened to great customer service? by Shaun Sayers – What’s happened to American customer service? … There was a worldwide consensus that the US had cracked this customer service mallarky, so the rest of the world paid a visit and learned a lot. But I’ll tell you something, those days are gone.
  • Passion: An Important Software Development Trait by Dustin Marx – “in talking with associates, friends, and family members in various careers, it seems to me that engineers in general and software engineers/programmers/developers specifically tend to be more passionate about what they do than many folks in other industries.”
  • Tips for Going to the Gemba by Lee Fried – “the transition to spending more time in the gemba is a difficult one for most leaders and is often short lived. They are not used to working directly with front line teams… After a couple of rounds the leader has had enough and the gemba visits no longer appear on their calendar.”
  • The 37signals Effect by Louis Brandy – “When you take a single data point and you try to emulate certain practices to try to reproduce their success, you are entering very dangerous territory. In order to reproduce their successes, you need to understand the attributes that caused that success.” [benchmarking by copying is a failed strategy – John Hunter]
  • Continue reading

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