Real Improvement: It’s Just a Game!
Everyone wants to improve. However, most people tend to think of improvement in terms that are “too local” and “too transactional”. By “too local”, most people narrow the problems they face down to what they can control and tend to shrug off anything outside their control as someone else’s problem. By “too transactional”, most people think in terms of applying the fix to the problem and arriving at success. In order to survive, leaders have to take the broadest possible view of business, customers, and competition and apply a multi-level, multi-player game strategy approach to driving improvement.
A multi-level, multi-player game is typically too big and too complex for those playing the game to totally comprehend and control. With ever-faster technology change, increasingly innovative competition, and customers who always want more for less, charting a strategy that is guaranteed to win is difficult – particularly if one is looking for a “one step fix”. The best strategy to win the prize in a multi-level, multi-player game is to learn as much as you can, get started with the best approach you know, measure how you are doing, and be willing to evolve your strategy and tactics as you learn more.
In order to be guaranteed to succeed at business, one would have to have perfect knowledge of their evolving business (e.g.customers, stakeholders, employees, competitors, technology, global economy) and be able to react instantly to any changes. Rather than feeling like they have such “perfect knowledge”, most leaders I know are so busy dealing with what is on their plate right now that they have no time to learn about what might be happening “out there” that might impact. No one person can possibly know enough to succeed today – one has to develop a “fast learning, fast acting” culture.
A “fast learning, fast acting” culture is most analogous to a “team on combat patrol”. Someone has to take point and lead the way. Someone must scout the area the team will cross for danger. Everyone on the team has to know their role and be both willing and able to do it well. Everyone has to know the plan and be able to adapt in real time when the plan has to change. Most importantly, everyone has to be willing to put team success ahead of personal success. A team without these factors is much less likely to safely achieve their objectives.
In a multi-level, multi-player game, it’s not possible to know all the (seemingly random) factors that will impact your fate. The best one can do is to know your starting point, know your desired goal, know your team, and start off in the right direction. The key to the desired “fast learning, fast acting” culture key to success is frequent performance measurements relative to the goal, fast diagnosis of reasons for any widening gaps, and immediate corrective action to close those gaps and move closer to the goal. This rapid, iterative learning process can’t just take place in the CEO’s office or even just in HQ – it has to be an integral part of the culture of the whole company – everyone has to learn and fix as fast as possible.
The only way to lead a team into a “fast learning, fast acting” culture that can navigate its way through the maze of today’s multi-level, multi-player business game is to listen, learn, and listen some more. As the leader, one must put the “act, measure, diagnose, correct” iterative learning process into practice and show the team how it’s done. As others “get it”, task them with “spreading the gospel” by asking them to make improvement projects happen. This kind of change has to start at the top, find its way to the front lines, and then permeate the company from the ground up (which will only happen if leaders model and expect this behaviour relentlessly until it is second nature to everyone in the company).
Ryder Cup and Post-Modern Leadership
In the aftermath of the recent European Ryder Cup demolishing of the USA, many have said that the USA team was simply outplayed during the matches. I disagree. There were no significant differences in the 2 teams in talent, desire to win, or pressure they experienced. However, when it came down to crunch time, the European players made the key putts and erased the early deficits and won going away. The question is, with so many similarities between the two teams, what made the difference? I believe that the short answer is “leadership style”. The recent Ryder Cup can teach us a lot about the type of leadership required for businesses to survive and thrive in today’s tough environment.
Businesses need a different type of leadership in order to both survive and thrive in today’s tough business climate. Both captains wanted their 2014 Ryder Cup teams to win, but the European was a better "servant leader" who engaged in a "caring, constructive dialogue" with his team (i.e. listening to their ideas, being willing to take their input, and showing them he cared about them as people even when he didn't agree with them) and who fostered the "supportive, celebrative community" spirit that made the difference in the European team when times were tough. The triumph of the European team in the recent Ryder Cup matches is a striking illustration of how crucial this new style of leadership is to running a successful business (both now and in the future).
The recent European Ryder Cup team all commented extensively on how much time their captain invested in them in the two years leading up to the latest competition and how much discussion they had with him regarding the approach to the matches. Most team members today demand dialogue with their leaders. If they believe that their leaders care about them and have truly taken their input into account, they will remain engaged and do their best even when the decision is not in line with their input. The recent European Ryder Cup team’s success shows that “caring, constructive dialog with a leader they trust” is a key factor in a team’s engagement.
The leadership style of their captain made the European team willing to forego the normal, selfish attitude for which golfers are famous. However they played, the European team knew deep in their bones that their captain would "have their backs". The captain’s attitude was infectious and the entire team became a “supportive, celebrative community” that freed the European to perform their best under pressure and to prevail in the crucial Sunday singles matches. High performance in the face of adversity is much more likely if the person feels like they are part of something bigger than themselves who truly cares for them (i.e. a "supportive, celebrative community").
The European captain spent time over two years (often at the expense of his own personal success) frequently having dinner with his team, talking to them on the phone regularly, and spending 3 nights at the home of the most introverted, private person on the team to understand him better. He even talked to the players' caddies to learn more about what made the players tick. As a leader, he was truly serving in the team's best interest and the team knew it and responded wholeheartedly to him.
The European captain in the recent Ryder Cup matches demonstrates the leadership style that businesses need to emulate to be successful. In order to motivate our team to deal with tough global competition and with shifting technology trends in a manner that wins more than it loses, we must be "servant leaders" who engage in "caring, constructive dialogue" with our team and who lead them into a "supportive, celebrative community" that enables them to handle adversity and still triumph. Today’s employees don't follow someone because they are smart - they follow people they trust who care about them and who listen to them. As one of my friends says, "They don't care what you know until they know that you care."
March 18, 2011
Key to Success
Many people just starting out in their careers wonder how they can be successful in their career. The following story (not original with me) provides the best answer I know to the question "What is the secret of success?".
A young manager came to the office of a senior manager and asked for a minute of his time. After a bit of small talk, the young manager asked the senior manager "What is the secret of your success?". The senior manager answered "That's easy - good decisions." The young manager thanked him and left.
The next morning the young manager returned and said to the senior manager "I'm not sure how to make good decisions. Can you share the secret of making good decisions with me?". The senior manager answered "That's easy - experience." The young manager thanked him and left.
The next morning the young manager returned and said to the senior manager "But how do I get experience?". The senior manager laughed and said "Bad decisions!"
As I mentioned above, I believe that the ability to learn from mistakes is indeed the key to success. However, I'm not sure that one actually has to make the mistakes to learn from them. In fact, I have spent the last 30 years in business watching others make mistakes and doing my best to learn from them. I would be the first to tell you that I have made plenty of mistakes of my own (and I have done my best to learn from those too) but I can't imagine how many mistakes I would have made if I hadn't learned from other's mistakes as well.
The reason I wrote Travels In Telecom: Don't Be Afraid To Screw Up ... and Prosper is that I want to share the lessons I learned over the last 30 years with others in the hope that they don't have to make all the same mistakes I made. If you are interested in obtaining a copy, click on Catalog and follow the instructions.