Some Lessons Learned

Work can be exhilarating and bring great purpose to our lives.  The goal is to find the hardest challenges to face for the right reasons that align with our inner values as people. 

Perspective:

• An organization is a system
• The avoidance of meetings as a central theme is misplaced
• Some of the most important things will not show up in dashboards
• Revenue is an effect not a cause
• Training is both the most overrated and underutilized activity
• Think long term, act quickly, but never hurry

Systems and Reporting

• Measure things that really matter 
• Data is critical and destructive 
• Remove process at every opportunity

• Standardizing work is not "The Standard" for a customer experience
• Technology and automation are tools not solutions

Culture

• Your best people want accountability
• Never put the soul of an organization in a petri dish
• It is not removing fear from the environment
• Seek out failures and breakdowns with excitement
• Einstein defined both the 8th wonder of the world and insanity
• There are three problems with testing

 
 Additional expansion on these lessons learned provided below
Perspective

• An Organization is a System.  As a result, the sum will be greater than the parts by truly understanding the inter-dependencies and linkage within the system.  Systems thinking creates excitement and urgency by providing a rigorous understanding of the processes, measures, procedures and design of the work that present forces that work against or align with the core purpose.      
• The Avoidance of Meetings as a Central Theme is Misplaced.  Most meetings are poorly structured and most problems include a breakdown or absence of communication.   
• Some of the Most Important Things will Not Show up in Dashboards but Must be Observed and Understood.  Measuring activity can result in people achieving their measures but possibly at the expense of accomplishing the purpose.   
• Revenue is an Effect not a Cause.  Build the business so the focus and execution on the cause will result in more revenue.  Great companies live it, Other companies may get confused.
• Training is both the most Overrated and Underutilized Activity.  Training does not overcome structural issues.  Most training is missing the mark and people deserve more help. 
• Think Long Term, Act Quickly, but Never Hurry.  It starts with making this a conscience choice.  

Systems and Reporting

• Measure Things that Really Matter.  Many are missing the most important measures, others have data overload.  In some scenarios it was necessary to remove 90% of the existing reports and create 3-4 that became essential and actionable for specific areas. 
• Data is Critical and Destructive.  Know as much of what the data doesn't show as what it does show.  Avoid a decision looking for validation.  Understand the terms Reliability and Validity.  Data should bring teams together not further apart - Single Source of Truth.     
• Remove Process at Every Opportunity and Focus on Structure, Flow and Purpose - As important as process is, I have seen more processes that inhibit versus drive the desired outcomes from a customer and employee perspective.  This leads to the belief we are over-managed and under-led. 
• Standardizing Work is not "The Standard" for a Customer Experience.  Linear thinking and the scientific management can give false controls and add more opportunities for failure in the system.  These are not factories and as Deming famously stated - "A prison created by the way in which people interact".       
• Technology and Automation are Tools not Solutions.  Be careful, you cannot spend your way to success. 

Culture

• Your Best People want Accountability.  Give it to them.  Not holding others accountable breeds complacency and confusion that diminishes the engagement and performance of the people who have so much more to give to the organization.       
• Never put the Soul of an Organization in a Petri Dish.  Consistency and constancy of purpose are essential.
• It is Not Removing Fear from an Environment but Directing it the Right Way. 

• Seek Out Failures and Breakdowns with Excitement.  "Go Look" and celebrate every opportunity to Improve.  Teach people - most notably your leaders - the joy that comes with humility, being vulnerable and pushing continuous improvement and adaption.  
• Einstein Defined for us the 8th Wonder of the World.  (Compound Interest) and the Definition of Insanity - both are Priceless.
• There are Three Problems with Testing: Knowing what to test.  Getting people to commit to it.  Getting People to believe it will work.  The only true test is when failure is perceived as not an option.  Most tests fail by poor planning at the start.  The goal of testing is outcome based not activity focused.  Some of our best programs would have never been implemented if we had defined them as a test.  The impossible can only be achieved when there appears to be no other options and It aligns with "doing the right thing".