Transforming the Way We Work: The Power of the Collaborative Workplace
Transcript of Transforming the Way We Work: The Power of the Collaborative Workplace
TransformingtheWayWeWorkThePoweroftheCollaborativeWorkplace
EdwardM.Marshall,Ph.D.
amacomAmericanManagementAssociation
NewYorkAtlantaBostonChicagoKansasCitySanFranciscoWashington,D.C.BrusselsMexicoCityTokyoToronto
title: TransformingtheWayWeWork:ThePoweroftheCollaborativeWorkplace
author: Marshall,EdwardM.publisher: AMACOMBooks
isbn10|asin: 0814402550printisbn13: 9780814402559ebookisbn13: 9780585033631
language: Englishsubject Workethic,Cooperativeness,Management.
publicationdate: 1995lcc: HD4905.M351995ebddc: 306.3/613
subject: Workethic,Cooperativeness,Management.
Thisbookisavailableataspecialdiscountwhenorderedinbulkquantities.Forinformation,contactSpecialSalesDepartment,AMACOM,adivisionofAmericanManagementAssociation,1601Broadway,NewYork,NY10019.Thispublicationisdesignedtoprovideaccurateandauthoritativeinformationinregardtothesubjectmattercovered.Itissoldwiththeunderstandingthatthepublisherisnotengagedinrenderinglegal,accounting,orotherprofessionalservice.Iflegaladviceorotherexpertassistanceisrequired,theservicesofacompetentprofessionalpersonshouldbesought.
LibraryofCongressCataloging-in-PublicationDataMarshall,EdwardM.,1946-Transformingthewaywework:thepowerofthecollaborativeworkplace/EdwardM.Marshall.p.cm.Includesbibliographicalreferencesandindex.ISBN0-8144-0255-01.Workethic.2.Cooperativeness.3.Management.I.Title.HD4905.M35 1995306.3'613dc20 94-48388
CIP
©1995EdwardM.MarshallAllrightsreserved.PrintedintheUnitedStatesofAmerica.
Thispublicationmaynotbereproduced,storedinaretrievalsystem,ortransmittedinwholeorinpart,inanyformorbyanymeans,electronic,mechanical,photocopying,recording,orotherwise,withoutthepriorwrittenpermissionofAMACOM,adivisionofAmericanManagementAssociation,1601Broadway,NewYork,NY10019.
THECOLLABORATIVEWORKETHIC,THECOLLABORATIVEWORKPLACEANDDESIGN,CREATINGACOLLABORATIVE
WORKENVIRONMENT,THECOLLABORATIVEMETHOD,andTHEWORKPLACECULTUREINDEXareregisteredwiththeU.S.PatentOfficeorarependingregistration.
Printingnumber
109876
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ContentsPreface v
Acknowledgments xi
1Collaboration:TheQuestforthe21st-CenturyWorkplace
1
PartIDesigningtheCollaborativeWorkplace 13
2TheCollaborativeWorkEthic 15
3CreatingtheCollaborativeCulture 37
4CollaborativeLeadership 68
5BuildingStrategicBusinessAlignment 87
6CollaborativeTeams 112
PartIITheGollaborativeChangeProcess 125
7TheCollaborativeMethod 127
8TransformingtheWorkplace 140
9ManagingtheTransition 165
Epilogue 181
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Appendix:SampleOperatingAgreements 183
SelectedReadings 189
Index 191
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PrefaceWhatwouldtheworldofworkbelikeifwealltrulyrespectedoneanother?Howeffectivewouldourworkplacesbeifweallknewhowtocollaborate?Howefficientmightwebecomeasbusinessesifwewereabletotapintothehiddenproductivityofthework-force?Howsuccessfulmightwebecomeasanationifwelearnedhowtousethepowerandcreativityofourworkplacesforcompetitiveadvantageandworldleadership?
Ihaveoftenthoughtthatthehumanconditionwasoneofconflictbydesign,andthatthecosmicjokewasthatwewouldneverbeabletofindpeacewithinandamongourselves.Ihavenotbeenwillingtosuccumbtothatconclusion.Thereisawayoutthepurposeofourjourneyinlifeistodiscoverit.
Asweapproachthe21stcentury,Ibelieveweareatacriticalforkintheroad.Wefaceafundamentalparadoxofthehumancondition.Ontheonehand,weareincreasingourcapacitytoliberateourselvesfromtheforcesthathaveenslavedusallforgenerations:poverty,war,famine,anddisease.Ontheotherhand,weremainvictimsofthosesameforces.
TheColdWarisover,andwarringnationsarefindingwaystotalkwithoneanother,andyetnewcrisesseemtoemergealmostasquicklyasoldonesareconcluded.Thetechnologicalrevolutionisgivingusmoretimetothinkcreativelyaboutourselvesandourworld,andyetourinnovationsandpatternsofconsumptionthreatentheveryfabricofourfragileecosystem.Thesocialrevolutionhascreatednewlevelsofpersonalfreedomandawareness,butasthefamilyunitandoursenseofcommunityaredamaged,wearelearningthecriticalimportanceofbasicvaluesasananchorforstability.Themarvelof
Americanmarketeconomicshasgener-
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atedunprecedentedwealthandamodelforprogresswhichistheenvyoftheworld,andyetalmosthalfofourpopulationisilliterate,thegapbetweenrichandpoorisincreasing,andwehavehungryandhomelesspeoplesleepingongratesoneblockfromtheWhiteHouse.Intheworkplace,theefficiencyoftheIndustrialAgemachine-modeloforganizationproducesfearandcomplianceintheInformationAge,sappingthecreativity,productivityandcompetitiveedgeoftheworkforce.
Dowehavethecapacitytodealwiththisparadox?Canwetranscendourownself-imposedlimitations?Canweseethecosmicjokeforwhatitisandlearntolaughatourselvesaswelearnhowtobreakthroughthoselimitations?
Ibelievewecanandthatwemust,whichiswhyIhavewrittenthisbook.IfeelcompelledtotakethisjourneyandtoconfrontthepainIseeintheworkplace.Withyou,Iamcommittedtodiscoveringnewwaystobuildandenhanceourworkrelationshipssothatwecanbehonestandauthenticwitheachother,learntotrustagain,andtransformworkintoaplacewherewecancontribute,serve,learn,andgrow.
Sowhytheoptimism?Whatmakesmethinkthatwecancreatetrustintheworkplace?Withalltheemphasisoncostreductionsanddownsizing,isn'ttheworldofworkjustanotherdimensionoftheparadox?Ismyoptimismjustanotherformofself-delusion?Idonotthinkso.
Havingsurvivedpolioatageone,Ihavecometounderstandthepowerofthestruggleforlife.Ihavelearnedthatoptimismismywayofcopingwithwhatcouldotherwisebecomeanintolerablecircumstance.IhavelearnedthatIamresponsibleforwhathappenstome;Icannotblameanyoneelse.Andifthisworlddisintegratesinfrontofme,itismyresponsibilitytodowhatIcantostopthe
process.IbelieveinthepowerofthelifethatGodgrantedmeandallofus,andIhaveaprofoundfaithinourabilitiesasapeopletosurviveandthriveinthefaceofenormousadversityifwechoosetodoso.Thecriticalissueiswhetherwewillmakethechoiceandbecomeresponsiblefortheoutcome.
Thisbook,then,isanexpressionofmyoptimism,astatementaboutthepowerofthelifewecaneachbreatheintoourworkplaces.Inmyworkwithhundredsofcompaniesoverthepasttwo
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decades,Ihaveconsistentlyheardthelamentofpowerlessness:"Icannotchangeanything"Weareonlyaspowerlessaswechoosetobe.Wemakechoicesallthetimetoliveordie,toforgiveorholdagrudge,tobuildtrustortobreakit.Ultimatelythisbookisaboutbothchoiceandtranscendence.Thechoicetobemadehereistotranscendourownnotionsaboutwhatisrightandtodiscoveranewwayofworkingtogetherthatenablesusalltowin.Thechoiceisforpeace,stability,andabundanceinourworklife.
Aswelookattheparadoxoftheworkplace,however,withallofitschaosandopportunity,willwechoosetotakefullresponsibilitytoalleviatethepainwesee?Willwechoosetochangeourownbehaviorsothatothersmaysucceed?Willwechoosetogiveupoldwaysofdoingthingssothatwemaydiscovernewperspectives,insights,andskills?
TheCollaborativeWorkplaceprovidesusaframeworkformakingthatchoice.Groundedinafundamentalsetofvaluesthatarecentraltoourself-esteem,theCollaborativeWorkplaceisourstocreateandsustain.Ifwereallybelievethatwehaveafundamentalfighttorespect,honor,dignity,andintegrityatwork,thenwebelongintheCollaborativeWorkplace.Aswewillsee,thisWorkplaceisanotaplaceperse,andisnottheprogram-of-the-month.Truecollaborationisawayoflife.Itisanethicandanorganizingprincipleforhowweleadandmanageourbusinessesandorganizations.Itistheleadingcandidateforreplacinghierarchyastheculturalfoundationforhowweorganizeourwork.
WecancreateaCollaborativeWorkplaceanywhere.Asaculturalframeworkandwayofworkingtogether,Ihaveseenitsmethodsandtoolsappliednotonlyinofficesandplants,butalsoinfamilies,schools,fraternalorganizations,andcommunitygroups.Collaborationtrulyempowerspeoplebecauseitprovidesastructuredbasisfor
buildingandnurturingmutualrespectwhileensuringresponsibilityandaccountability.Whenpeopleleaveoraredownsizedoutoftheirjobs,theytaketheCollaborativeWorkplacewiththem.Itisportable.Itlivesintheheart.
Intheworkplace,collaborationisefficient.Infact,inthenewworldofwork,itisperhapsthemostefficientandeffectivewaytoorganizeourpeople,businessprocesses,andresources.Itisthemostefficientformoforganizationbecauseitbuildsmutualre-
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spect,trust,andintegrityintoourdailyinteractions.TheCollaborativeWorkplaceisresponsible,accountable,andfocusedonthecustomer.
Collaborationbringscivilityintotheworkplace.Itgivesusawaytoempowerourselves,providesafoundationfornewworkrelationshipsinallkindsofsettings,andenablesustoresolveconflicts,disputes,anddisagreementswithoutcompromisingourindividuality.Finally,collaborationprovidesaframeworkforintegrationofourhomelifewiththeworkplacesothatwecanseeourselvesascompletehumanbeings.
Thinkofcollaborationasagyroscope.Asaprinciple,methodology,andtoolkit,ithelpsusmaintainourbalanceandhomeostasisaswefacetheparadoxoftheworkplaceandthechaosofthemarketplace.Asweexperiencetheconsequencesandinstabilitybroughtonbyhierarchyasawaytoleadandmanage,ourgyroscopeprovidesusanalternativewayoflookingattheworld.
Itwillnotbeaneasyjourney,butnothingreallyworthhavinghaseverbeeneasy.ThejourneytotheCollaborativeWorkplace,however,allowsustooperateonprinciple,enhanceourself-respect,buildtrustamongothers,andkeepourdignity.Thatisajourneyworthtaking.
Thisbookistheproductofaverypersonaljourney.MotivatedbymyneedtodowhatIcantostopthepainIseeinorganizationsofallkinds,thismanuscriptistheresultofthousandsandthousandsofhoursofworkingwithindividualsandteamsincompanieswhoreallywantanewwaytowork.Thisisnotanacademictreatise,althoughitwasinformedbymyformaltrainingattheUniversityofNorthCarolinaatChapelHill,SyracuseUniversity,theUniversityofVienna,andClaremontMcKennaCollege.
Idecidedearlyoninmycareertobuildtheoryoutofreality.Hence,youwillseeveryfewfootnotes.WhatIhavedonehereistodistillmy
experiencewithhundredsofteams,executives,andtheircompaniesintoaprinciple-basedchangemethodology.Thismethodologyisalsomorethantheory.Ithasbeenappliedinatleasttwenty-fivecompanytransformationprocessesinthepasttenyears,andithasworked.Infact,basedonmyworkwithE.I.duPontdeNemours&Company,Inc.,wewerebothawardedthefirst-everteam"ExcellenceinOrganizationDevelopmentAward"bytheAmericanSocietyforTrainingandDevelopment.Ithen
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wentontoapplythebasiccollaborativeframeworkanddevelopnewmethodsandtoolsinothercompanies,includingConoco,BethlehemSteel,Marriott,Loral,andIBM.Timeaftertime,themessagekeptcomingbackcollaborationisthewaypeoplenaturallywanttoworktogether.
Thisbook,then,isdesignedtobringdefinitiontothecollaborativewayofworklife.WhatyouwillfindhereisaroadmaptotheCollaborativeWorkplace.PartIdefinesthecornerstonesofcollaborationwhatitis,howitworks,andwhataCollaborativeWorkplacelookslike.PartIthengoesontoexplorethepowerfulroleplayedbytheworkplacecultureindetermininghowwellweworktogetherandexamineshowchangesinthatculturecantransformourrelationships.Youwillseehowtheprincipleofcollaborationappliestoallaspectsofthebusinessitscustomers,workprocesses,andorganizationsystemsandlearnthatitisindeedpossibletocreatesuchaworkplace.
PartIIpresentsamethodthatallowsustocreateandmanagethisworkplace.Asyouwillsee,makingthechangeisasmuchanartasitisastructuredprocess.Andevenonceitisinplace,therearemanywaysthatcollaborationcanbeunraveled.Becauseitisawayoflifeandnotaquickfix,theCollaborativeWorkplacebecomesaplacewherewecontinuetolearnaboutourselves,ourwork,andeachother.
Wedohaveachoice.Let'sstartthejourney.
EdwardM.Marshall,Ph.D.TheMarshallGroupChapelHill,NorthCarolina
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AcknowledgmentsIdedicatethisworktomysons,AdamandJonathan,thatyoumaygrowupinaworldwhererespect,trust,andpeacearepossible.Ialsodedicatethisworktomywife,Elise,whohasbelievedinmeandconsistentlygivenmetheencouragementtorealizemydreams.Iamblessedwithatrulylovingfamily.
Thisvolumeisalsodedicatedtoallofourchildren,thatyoumayfindthisplanetabetterplacetoliveinthe21stcenturybecauseweadultschosetohealthepastandtoputprinciplestoworkforyourfuture.Ihopewewillsucceed.
Iwouldliketothankmythreespiritualguidesandcoaches,whohadfaithandconfidenceinmyabilitiestodothisworkandtoarticulatethisframework.SpecialthankstoStevenT.Miller,whostartedthisjourneywithmeinthelate1980sandhelpedmeformulateanddocumentthebasicpremisesoftheCollaborativeWorkplace.AlsotoCliffordEhrlich,whohasshownmethatthereisapathwaytothefutureandthatthepathisoneofcollaboration.ToRaymondAumillerIextendmyappreciationforshowingmethevalueofoptimismandforhisundauntingbeliefinmeandthiswork.
Ialsooweadebtofgratitudetomyintellectualmentorswhogavemethetheoreticalpreceptsthathelpedframemanyoftheconceptsandperspectivesinthisbook:WarrenBennis,StevenCovey,PeterDrucker,JacquesEllul,TalcottParsons,ScottPeck,EdgarSchein,andMaxWeber.
Specialthanksmustalsogotothehundredsofteamsatmanycompanieswhogaveofthemselvestodiscoveranewwaytoworkwitheachother.Withoutyou,thisbookwouldhaveneverhappened.Youbroughtdignityandrespecttosimplemethodsand
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toolsandmadethemcomealiveinyourownway.IwouldparticularlyliketothankLouiseBertsche,WalterCox,JohnDobel,GeorgeFugere,AlGinouves,JoeGorsczycka,PaulHarjung,RobertHayes,MorrisHelbach,BillLaughton,ScottLeigh,AudyLongaker,PierceQuinlan,GeoffreyRendall,EstherSchaeffer,PatriciaThomas,andJohnVance.
Iwillforeverbeindebtedtomyeditor,AdrienneHickey,who,throughoutthisexperience,hasprovidedmetheprecisetypeofsupportIneededatjusttherighttime,andwhohasgivenmetheimpetustocontinuallyrefinemythoughtsandcommunicatetheminamorepreciseandforcefulmanner.
Last,butcertainlynotleast,myhatisofftomyowncollaborativeteammatesatTheMarshallGroup.Theymadetheproductionofthismanuscriptpossible.Itisnevereasytomanageaconsultingpracticewhilewritingabook,butMagdalenaHurwitz,LorraineOsborne,andDebbiePenningtondidsowithgrace,patience,andnurturingsupport.
Acoupleofreferencenotesareinorder.First,throughoutthebook,Iuseanumberofcaseexamplesfromactualcompanies,whichhavebeengivenfictitiousnames.Thesituationsdescribed,however,arereal.Somesituationsarecompositesofcaseexamples,buthavebeenwritteninawaythatdoesnotdetractfromthepointsbeingmade.
Second,thereareanumberoftermsofartthatalsoreflectproprietaryproductsandservicesdevelopedbyTheMarshallGroup,Inc.,ofChapelHill,NorthCarolina.Theservicemarkedproductsandservicesinclude:TheCollaborativeWorkEthic ,TheCollaborativeWorkplaceandDesign ,CreatingaCollaborativeWorkEnvironment®,TheCollaborativeMethod ,andtheWorkplaceCultureIndex .TheseservicemarkshavebeenregisteredwiththeU.S.PatentOfficeorarependingapproval,andshouldreflectthatfactwhenusedbyothers.
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1Collaboration:TheQuestforthe21st-CenturyWorkplaceThebestwaytopredictthefutureistocreateit.PeterDrucker
AmericanbusinessisundergoingitsmostprofoundtransformationsincetheIndustrialRevolution.Butwhatarewetransforminginto?Chaosandinstabilityinfectmanyofourorganizationsasthisprocessleavesuswonderingwhatthefuturemayhold.Weknowwemustrealigntheveryessenceofthewayweleadandmanagethebusinessorganization,buttowhat?
Hierarchy,theculturalprinciplebywhichwehaveledandmanagedbusinessforatleastthepastcentury,nolongerseemspracticalorrelevant.Thebasiccovenantwehavehadwithourorganizationsisbroken.Jobsarebeingeliminatedortotallyredesigned.Employeesareexpectedtobehaveinnewanddifferentways,butoftentheydonothavetheskillstodoso.Therungsonthecareerladderarenolongerwelldefined,andmanywonderwhethertheconceptofacareerladderevenexistsanymore.Inthemeantime,theculturalframeworkinwhichbusinessoperatescontinuestoevolve.Whereisitheading?Whatisthenewculturalfoundationthatwillguideusintothe21stcentury?
Everyoneisfamiliarwiththelitanyofexternalmarketplace
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factorscausingthischaosglobalcompetition,technology,anddemographicandpoliticalchanges.Thesehaveresultedintheeliminationofmillionsofjobs,drasticrestructuring,andnewbusinessrelationships.Whatwearemuchlessclearaboutiswhatisgoingonwithourpeopleinsideourcompaniesandhowwemustnowworktogethertofacethenewrealities.Howareouremployeeshandlingthischaos?Howcanweregaintheirloyalty,confidence,energy,andproductivity?Andassumingwegetthatenergyback,howwillwesustaintheircommitmentasourcompaniescontinuetofaceunrelentingchange?
ThereIsNoSilverBullet
Mostofusareeitherindenialabouttheimpactofallthischange,donotknowwhattodo,orarestilltryingtofigureouthowtogetbackincontrol.Unfortunately,theresultsofarhasbeenmoreofthesame,apotpourriofprogramsdesignedtochangethestructureofourworkplacesbutnottheiressencetheirculture.Down-sizing,reengineering,andrestructuringprogramshavesucceededinalteringtheemploymentbaseandcoststructureofourcompanies,butdonotofferusanewculturalframework.Oneroundofstructuralchangeoftenleadstoanother,withthefocusalmostexclusivelyonthecostsideoftheledger.Infact,structuralchangesoftenproducepreciselytheoppositeresultthanintendedbyincreasinginstability,fear,andreducedproductivity.Programsthatfocusonorganizationaleffectiveness,empowerment,totalquality,and/orself-directedworkteamshavebeenapowerfulnewtoolforchangeinsomecompanies.Inmostinstances,however,theunderlyingvaluesbywhichtheseorganizationsareledhavenotchanged,resultinginenormousinternalconflict.Managementisseenasnotwalkingthetalk,therebyundercuttingthevalueandimpactoftheseprocess-focusedprograms.
Thereisnosilverbulletthatwillsolvethecomplexoforganizational
issuesweface.Withoutfundamentalculturalchangeandtheadoptionofanewapproachtoleadingandmanaging,Americanbusinesseswillcontinuetoexperiencesignificantdifficultiesinsustainingcompetitiveadvantage.
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The21st-CenturyWorkplace
Wehavealwayslookedtothefuturewithafairlyhighdegreeofhopeandanticipationthatthingswillgetbetter.Thismaynotbethecasenow.Weknowthatthe21st-centuryworkplacewillbetotallydifferentfromwhatitisnow.Weknowweneedanewculturalframeworktoguideusinthedesignandcreationofthatworkplace.Itmustdomorewithlessandadaptquicklytooranticipatechange.Itmustbenonbureaucraticandpassionatelyfocusedonthecustomer.Themembersoftheworkforcemustbealignedwithandownthestrategicdirectionofthebusiness,havetrust-basedworkrelationships,andbeabletobuildvaluewithoneanotherandtheircustomers.Leadershipinthenewworkplacemustbeseen,notasajob,basedonpowerandauthority,butasafunctionbasedonprinciples,newpeopleskills,andtheabilitytoengageothersincomingtoconsensusaroundcriticaldecisionsandproblemsolving.Theresultingtrustandproductivitywillprovidetheenterpriseaclearcompetitiveadvantage.
TheMissingIngredient:TheWorkplaceCulture
Wehavebeenexpertlytrainedtofocusonorganizationalstructure,systems,andprograms,whilemostofuswouldadmitthatfully70percentofallourproblemsinbusinessarepeople-relatedorculturallybased.Bytargetingthestructuresoftheworkplaceratherthanitscultureasweseektotransformabusiness,wetendtofocusonthetreesandmisstheforest.Ourbusinessculturesreflectthecorevaluesandbeliefsthatdriveouractionsandbehaviorsandinfluenceourrelationships,bothinternallyandwithourcustomers.Thecultureofaworkplaceshowsupinpowerfulwaysintermsofcommitment,qualityandproductivity,loyalty,satisfaction,andpride.Itcreatesthestandards,workstyle,andexpectationsbywhichourcompaniesaredefined.Ourjobistoengagethatculturesothatitsbestvalues
emergeandflourish.
Theorganizationasawholemustcreateasharedcultural
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frameworkthatwillbepowerfulenoughtoreplacehierarchy.Thatframeworkmustnotmerelybeaprogramortechniqueorasophisticatednewwaytomanipulatethefuture.Onthecontrary,itmustbebasedonfundamentalprinciples,enhancethestabilityofworkplacerelationships,helpdefinethenewcovenant,andenablemanagerstousecommonsenseinmakingbusinessdecisions.
What,then,constitutesthisnewculturalframework?Whatdoesthenewworkplacelooklike?Howcanwegoaboutcreatingandsustainingit?Willtheviewbeworththeclimb?
WhatIsCollaboration?
Inmyactionresearchandworkwithhundredsofcompaniesoverthepast25years,sevencorevalueshavesurfacedagainandagainasthebasisforeffectiveworkrelationships:respectforpeople;honorandintegrity;ownershipandalignment;consensus;fullresponsibilityandaccountability;trust-basedrelationships;andrecognitionandgrowth.Thesecorevaluesrepresentaculturalflame-workforthe21st-centuryorganization,aframeworkthataddsuptocollaboration.
Collaborationisthepremiercandidatetoreplacehierarchyastheorganizingprincipleforleadingandmanagingthe21st-centuryworkplace.
Itisawayoflifethatenablesustomeetourfundamentalneedsforself-esteemandmutualrespectintheworkplace.
Itisaprinciple-basedprocessofworkingtogether,whichproducestrust,integrity,andbreakthroughresultsbybuildingtrueconsensus,ownership,andalignmentinallaspectsoftheorganization.
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Putanotherway,collaborationisthewaypeoplenaturallywanttowork.
Asaleadershipprinciple,Ihaveseencollaborationworkinawiderangeoftoughbusinessandorganizationalsituations,fromstrategicalliancesandmergersthatwerebreakinguptointernalmergersbetweendepartments;fromcompaniesinhigh-technologyindustriestothoseintheservicesector;fromseniorexecutivestofront-linemanagers.Thisprincipleprovidesthebasisforsignificantandpermanentchangeforpeopleaswellasfororganizations.Collaborationprovidesthecornerstoneforthecreationandenhancementofthe21st-centuryworkplace.
Hereareseveralotherwaystothinkaboutthiscriticalprocess:
Atotalshift.Collaborationisnotaprogram,atechnique,orapartialsolution.Itisatotalshiftinthewayweworktogether,thinkaboutourcustomers,andbehavetowardoneanotherintheworkplace.
Anewworkethic.Collaborationprovideslong-termstabilityfortheworkplacebecauseitisaworkethicthatrecognizesthatworkgetsdonethroughpeople;thatpeoplewantandneedtobevalued;thatanychangemustbeownedbythoseimplementingitifitistobesuccessful.
Acommondenominatorforrelationships.Collaborationprovidesthecommondenominatorforengagingallmembersoftheworkforce,sinceitscorevaluesandbeliefsarethefoundationforbuildingtrust-basedrelationships.
Adecision-makingframework.Collaborationprovidesanapproachtobasingbusinessandorganizationaldecisionsonprincipleratherthanpowerorpersonalitywhetherthosedecisionsareaboutstrategy,customers,people,orsystems.Collaborationhelpsusdecidewhenandhowtouseanyparticularprogramortechniquetoimprove
performanceandhowtoengagetheworkforceinitsimplementation;itisjustasconcernedwithrelationshipsandthecompany'sreputationasitiswithbottom-linere-suits.
Asetofmethodsandtools.Collaborationalsoprovidesasetofmethodsandtoolsthathelptheworkforcebecomealigned,take
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ownershipofandresponsibilityforthesuccessoftheenterprise,andbuildanorganizationalsystemthatproducessustainedhighperformance.
Putsimply,collaborationisanideawhosetimehascome.
WhenAreCollaborativeTeam-BasedOrganizationsAppropriate?
Thecollaborativeframeworkfororganizingworkrelationshipsisappropriateinmostorganizationalsettings,althoughitdoesnotworkineveryorganizationdueinparttofactorsotherthanthemeritsofthecollaborativeapproachtoleadingandmanaging.SomeofthesituationswheretheCollaborativeWorkplaceisappropriateincludethefollowing:
Whenhumanproductivityislessthan80percent
Whentherehasbeenareorganization,aninternalmerger,orarestructuring,makingitcriticalforthediverseculturestobefocusedinacommondirection
Whenownershipofthebusiness'strategicdirectionisessentialtosuccess
Whenconflictsinrelationshipsaffecteitherproductivity,customerfocus,orcompetitiveposition
Whenthecompanywantstorefocusitsenergiesonthecustomerandbecomeaquality,high-performancebusiness
Aftertheorganizationhasgonethroughreengineeringanditneedstoreenergizethesurvivors
Whenajointventureorstrategicallianceisformedandtrustandcandorareessentialtotheirsuccessusuallyrequiringsomeblendingofdivergentculturesandthedevelopmentofcollaborativeworkprocesses
Whenexperienceswithotherquality,self-management,orcross-functionalteamshavenotyieldedtheexpectedresults
Collaborativeapproachestoleadingandmanaging,however,arenotforeveryone.Thereareanumberofsituationswherethis
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approachshouldeithernotbeattemptedorattemptedwithcaution.Inallofthesesituationsthereappearstobeacommondenominator:Thefundamentalvaluesandbeliefsofseniormanagementaresuchthattheydonotacceptthatcollaborationisthewayinwhichtheywanttheirorganizationstoevolve;ortheybelieveitisthewrongwaytomanage.Insomeinstances,managementmayintellectuallyunderstandtheneedforcollaboration,butdoesnotyetknowhowtoimplementit.Inthissituation,thecollaborativeoptioncanbepursued,butwithcaution,sincetheremaynotbeahighlevelofcommitmenttoseetheprocessthrough.Otherorganizationswherecollaborationmaynotworkarethosethathavewin-loseastheirrule,suchaspoliticalbodies.WhileIbelievethatcollaborationistheneworganizingprinciplefororganizationsinthe21stcentury,itwillnotworkineveryorganizationalsetting.
WhatAretheBenefitsofCollaboration?
Theearlyresultsfromcompaniesthathaveinstalledtrulycollaborativeworkplacesaresubstantial:
Organizationscollaborateinternallytocompeteexternally.
Decisionsarefaster,ofhigherquality,andcustomer-driven.
Decisionsaremadeonthebasisofprincipleratherthanpowerorpersonality,resultingingreaterbuy-inandimpact.
Theenergyoftheworkforceisfocusedonthecustomerratherthanoninternalconflicts.
Cycletimeissubstantiallyreducedandnonvalue-addingworkeliminated.
Theproductivecapacityoftheworkforcedoubles.Inonecase,thiswasachievedwithin12months.
Strategicalliancesthatmighthavefailednotonlysucceed,butbuildtrustandproduceextraordinaryresults.
Returnoninvestmentincreasesdramatically.Inonefull-scalechangeprocess,returnoninvestmentexceeded15:1.
Spanofcontrolincreasessubstantially.Inonecase,itwentfrom1:5to1:50.
Theworkforcetakesonfullresponsibilityandaccountabil-
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ityforthesuccessoftheenterprise,tothepointwheresometeamshavedownsizedthemselves.
Conflictisreducedasworkrelationshipsopenupandbuildtrust.
Collaborativemergersandalliancesresultinallmemberspullinginthesamedirection.
Thefearisgonechangeisseenasapositiveopportunity.
Theorganizationisself-sufficientinsustainingtheongoingdevelopmentofthecompany.
WhatIstheCollaborativeWorkplaceLike?
Thinkofyourownorganizationandhowitcurrentlyoperates.Ifweweretotakeeachmajorcomponentofthatorganizationandredesignitinaccordancewiththeprincipleandvaluesofcollaboration,wewouldcallthatneworganizationaCollaborativeWorkplace.AsFigure1-1shows,therearefivecorecomponents.(EachcomponentisaddressedprimarilyinPartI.)Thefivecorecomponentsare:
1.CollaborativecultureAsetofcorevaluesthatshapethebehaviorsandconductofabusiness.(SeeChapters2and3.)
2.CollaborativeleadershipAshared,situationalfunction,ratherthanamerehierarchyofposition,thatinvolveseveryoneintheorganization.(SeeChapter4.)
3.StrategicvisionTheguidingprinciplesandoverallgoalsofacustomer-drivenorganizationthatisinternallyalignedandstrategicallyfocusedonitsuniqueandvalue-addedroleinthemarket.(SeeChapter5.)
4.CollaborativeteamprocessesAsetofnonbureaucraticworkprocessesmanagedbycollaborativeteamsofalignedprofessionalswhotakefullresponsibilityfortheirsuccessandlearnnewskills
thatenablethemtobecomeself-sufficient.(SeeChapters6and9.)
5.CollaborativestructureTherealignmentofabusiness'ssupportsystems(especiallyitsinformationsystemsandhumanresources)toensurethesuccessoftheCollaborative
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Figure1-1.TheCollaborativeWorkplace.
Workplace.Membersoftheseinternallyfocusedgroupsseetherestoftheorganizationascustomersandfocusonqualityinallaspectsoftheirwork.(SeeChapter9.)
Asarule,themembersofaCollaborativeWorkplacecollaborateinternallyinordertocompeteexternally.Theyarepartofahighlyproductiveandcreativeorganization.Theirenergiesaredirectedtowardmeetingcustomerneeds,nottowardfanningtheflamesofinternalconflict.
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HowDoWeCreateaCollaborativeWorkplace?
CreatingaCollaborativeWorkplacemeansmakingacommitmenttoanewwayofworkingtogether.Itisnotaquickfix.Itisanongoingprocess.Itisnotforeveryone.
Someorganizationsmaynotoperateeffectivelyiftheyemploythecollaborativeprinciple.Mostorganizations,however,benefitenormouslyfromtransformingtheirbasisforleadingandmanagingfromhierarchytocollaboration.Todoso,theyhavetobewillingtostickitoutthroughthickandthinasthiscentury'sbasicparadigmsofleadershipandmanagementundergoafundamentaltransformation.Sincebynaturewedonotlikechangeespeciallythoseofuswhohaveexcelledandrisentothetopusingtheassumptionsofthepastthechallengeissubstantial.Howdowegetfromheretothere?Howdoweimplementacollaborativechangeprocess?
PartII,TheCollaborativeChangeProcess,isdedicatedtoansweringthesequestions,withChapter7providingthemethodologyfororganizationalchange.Chapter8looksatthefivephasesoftheCollaborativeMethodusedtocreateaCollaborativeWorkplace,whileChapter9looksatwhatwemustdotoensuretheintegrityandeffectivemanagementofacollaborativeorganization.
BeginningtheJourney
Weliveinextraordinarytimesthatrequireextraordinarysolutionstoincreasinglycomplexproblems.Theprogramsandtechniqueswehavetriedtodate,includingreengineering,downsizing,restructuring,totalquality,andempowerment,havebeenhelpfulasfarastheyhavegone.Butnowwemustgomuchfurtherinourthinkingandbehaving.Weneedtoevolvepersonallyandorganizationallyataratefasterthanthemarket,ourcompetition,andourpeoplemaybewillingtoletus.Wereallyhavelittlechoice.
InWorldWarII,theUnitedStatesbuiltlibertyshipsataphenomenallyfastratefasterthanwethoughtpossible.In1957,whenRussiaputSputnikintospace,Americawasgalvanizedintomeetingthethreatandthechallenge,creatingaquantumleapin
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ourtechnology.In1992,whenIraqinvadedKuwait,wecametogetherasanationtowinDesertStorminalandmark100hours.Inbusinesstoday,wefaceasimilarthreatandchallenge.Theconceptofcollaborationallowsorganizationstomovebeyondquickfixesandsingle-focusprogramsandgetbacktobasicsabouthowtobuildabusiness.Thisinvolvesbeingprinciple-driven,valuingourpeople,engagingourcultureandproductiveenergies,andworkingasaCollaborativeWorkplace.Collaborationoffersusanopportunitytocreatethemostefficient,effective,andproductiveorganizationwehaveeverseen.
Theracetocreatethesuccessful21st-centuryworkplacewillrequireavictoryofthehumanspiritoverchaoticchangeandourownself-imposedlimitations.Towinthisrace,letusappreciatethemostimportantassetwehave:thevaluesthatalreadyresideineachoneofusandinthepeopleweworkwith.Therealtaskofleadershipistocreateaworkenvironmentinwhichthesevaluescanbegindrivingtheenterprise.
Ifbusinesseswanttothriveinthe21stcentury,theymustseriouslyconsiderwhethertheyarewillingtodetachthemselvesfromthecultureandcomfortsofthepasttomeetthischallenge.Theleadersandcompanieswhodoarelikelytowin.Thosewhodon'twon't.
Let'slookathowtodoit.
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PartIDesigningtheCollaborativeWorkplace
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2TheCollaborativeWorkEthicMattersofprinciplestandlikearock.ThomasJefferson
Theseniorvicepresidentforplanninggotupforhisafter-dinnerspeechandbeganbysaying:''Thisbusinessisnotademocracy.Wecan'tmakeallourdecisionsbyconsensus.ButIdoknowIneedtocollaboratewithyou,andIwantyourbuy-intoourplantodoublethecompany'ssalesthisnextfiscalyear"Withouthavingrealizedit,thisexecutivehadjustpaintedhimselfintoacorner,usinghispositionandauthoritytoinsistoncollaboration,creatingsubstantialconfusioninthemindsofhisworkforceabouthisleadershipapproach.
Atamajorutility,theworkforcewasadamantabouttheneedforaculturechangesothattheycouldfeelagreatersenseofresponsibilityforthesuccessofthebusinessastheyenteredtheeraofderegulation.Atthesametime,supervisorswerereengineeringthecompanyandeliminating20percentofthejobs.
Thesetwosituationssymbolizethevaluesconflictweareexperiencinginourbusinesses.Mostofusworkinanenvironmentcharacterizedbywhatwecouldcalla"culturewar"Weshouldnotbesurprisedatthis.Theparadigmofhierarchyiscollapsingandthenewworkethicisnotyetfullyarticulatedorunderstood.Weareintransition,evolvingtowardanewwayofworkingtogetherbasedonanewculturalframework.
Thischapterexploresthenatureoftheleadershipstylesthatdefinethecharacterofthisculturewar.Wewillconsiderthefun-
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damentalassumptionsthatgovernhowweliketowork,andbuildanewculturalframework,theCollaborativeWorkEthic,thatcanbringpeacetotheworkplace.
TheCultureWars
Weareinavalueswarwithourselves.Businessleadersandmembersoftheworkforcehaveverydifferentsetsofbeliefsandattitudesabouthowtoleadandmanagebusinessinaneraofchaoticchange.Theseniorvicepresidentmentionedabovereallywantedtodemandbuy-in;theaudiencewantedtocollaborate.Throughoutourbusinessorganizations,wearerepeatingthisfundamentaldisconnectbetweentheadvocatesofcommand-and-controlandthosepressingformoreempowerment,collaboration,andaccountability.(SeeFigure2-1.)Justasmanagementisinconflict,sotooaremembersoftheworkforce,someofwhomwanttobetoldwhattodo,whileothersinsistonsignificantparticipationinrealdecisions.Nooneiswrongorright;thequestionis,whatprocesswillworkinthenewrealities?
Theconsequencesoftheculturewarsaresignificant.Atoneblue-chipcompany,managementestimatesthatitisspendingover50percentofitstimehandlingalltheinterpersonalconflictsthatresultfromthesevaluedifferences.Intheshortterm,atthecompanylevel,advocatesofthecompetingphilosophieswillfightitoutinthetrenches,consumingenormousamountsofenergyandtimeinaprocessthatdetractsfromtheirproductivityandabilitytofocusonthecustomer.Inthelongrun,companiesthatdonoteffectivelyresolvetheirculturewarsmaylosetheirdirection,theircustomers,andtheloyaltyoftheirworkforce.Butwhatisthebasisforresolution?
Attheindividuallevel,theculturewarstakeanenormoustoll.Leadersandmanagersatalllevelsstruggledailytomotivatetheirpeopleandmeetthebottomline,relyingontheirwits,commonsense,
politicalclout,andexperiencetoguidethem.Manybusinessleadersbecomeveryconflictedastheytrytobalanceefficiencyandeffectivenessandattempttohonorthetraditionalrulesoftheroadinbusinesswhileaccommodatingthegrowing
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Figure2-1.Theculturewars.
demandsformoreownershipintheworkplace.Someleadersfindthemselvestrappedinano-man's-landbetweenthesecompetingvaluesystems,notbecausetheydeliberatelychoosetobethere,butbecausetheyaretryingtobridgetheculturegapbetweentheparadigmcalledhierarchytheyliveinandtherequirementsofamorecollaborativeworkplace.
Inanenvironmentofvaluesconflict,howshoulddecisionsbemade?Shouldwecentralizeordecentralize?Empowerpeopleorholdthemaccountable?Engagetheminreengineeringthebusinessorkeepthemoutofit?Shouldwefocusoncostcuttingtoimprovethebottomlineandeliminatejobs?Orshouldwefocusonincreasingtheproductivityandlong-termvalueofourpeople?
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Whatshouldbethevaluesystemuponwhichanyofthesechoicesaremade?Whatisourframework?
Thereisusuallynoclearanswer.Alltoooften,"mightmakesright"andculturalwarfareincreasesasanaturalpartofourdailywork.Theculturewarisfundamentallyaconflictbetweentraditionalvaluesandemergingvalues,betweentheoldrulesandtherulesyettocome.Culturalwarfarecanresultinthebasicdisplacementofpeople,disruptedcareers,andthelossofconfidenceandproductivity.Furthermore,itcanresultinaworkenvironmentwheretheworkforceisconfusedaboutwhatprinciplesaredrivingtheorganizationandwheretheleadersfeelcompromised.Tosucceedinthenewworkenvironment,thevaluesofanewculturalframeworkforleadingandmanagingourbusinessorganizationsneedtobearticulated.Ourgoalshouldbeaframeworkthatcanhelpusmediatedifferencesintheworkplaceandbringpeaceandfocustoourbusinessenterprises.
CompetingValuesintheCultureWars
Ourbusinessvaluesareplayedoutinthebehaviorsandstylesofourbusinessleadersandarereflectedintheircompanycultures.Ihaveidentifiedsevenbasicstyles.
TheRuggedIndividualist
TheMainelobstermanisasymboloftheruggedindividualistinoursociety.Outtherebyhimselfinhisboat,testinghiswillagainstthetidesandtheseas,thelobstermansetsandhaulshundredsoftraps,tryingtomakeameagerlivingandlovingthesea.Dickissuchalobstermanandprideshimselfonbeingaruggedindividualist.Hetalksabouthowimportanthisindependenceistohim,andyetDickbelongstoafisherman'scooperative,joinsateamoffourotherlobstermeneveryothernighttogoseiningforbait,andsharesnetsandtheproceedsofhisendeavors.Sowhichishe:arugged
individualistorateamplayer?Perhapsboth.
Inbusiness,theentrepreneurisaruggedindividualistindependent,creative,andfiercelycompetitive.Weadmireentrepreneursfortheircreativity,theiregostrength,andtheirassert-
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iveness.Inourpast,thisculturalattributewasrepresentedbythepioneer,thegoldminer,andthefarmerwhostakedoutapatchofland.Attheturnofthecenturyitwastheinventor,theindustrialist,andthefinancialwizard:AlexanderGrahamBell,ThomasAlvaEdison,AndrewCarnegie,HenryFord,JohnD.Rockefeller,andtheothercaptainsofindustrywhocreatedthemodern-dayindustrialdynamo.Today'sruggedindividualiststendtobefoundinthevanguardofsuchfieldsasbiotechnology,computersoftware,andinternationalbusinesspeopleknownfortheircreativedaringand/orcorporateknow-how.
TheTeamPlayer
DeanSmith,coachoftheTarHeelbasketballteamattheUniversityofNorthCarolinaatChapelHill,hasgainedanationalreputationforhisabilitiesbothonandoffthebasketballcourt.Theteam'schampionshiprecordcanbeattributedtothevalueSmithplacesontrueteamwork:playingfreshmeninbignationalgamesratherthanseatingthemonthebenchtowatch;establishingcleargroundrules;androtatinghisplayerstomeetthecompetitivechallengesinthegame.Smithisanexcellentstrategist.Butheisprimarilyknownforthewayhecaresabouthisteammembersandcultivatestheirmutualsupport.Thisisnotateamdependentonafewstars,butastarteamwithadeepbenchthatcanusuallyoutlastthecompetition.Inmanyrespects,DeanSmith'steamisanexcellentmetaphorforthenewcorporationitiscollaborativeinternallyinordertocompeteexternally.
Theteam-playersideofournationalcharacterrepresentsaverydifferentsetofvaluescooperation,collaboration,subordinationofegotothegoodofthewhole,rewardsforthegroupratherthanfortheindividual,andsituationalleadership.Therearemanyteams,however,thatdonotexhibitthesebehaviors,andwhiletheymightwinasingleseason,theyusuallydonotwinconsistentlyoverthelong
term.
Inbusinesstheteamplayerishighlyvaluedbutusuallyunrecognized.Almostbydefinition,individualsonsuccessfulbusinessteamsarenotwellknown.Theparadoxmanybusinessesfaceincreatingateam-basedstructureisthattheywanttocapitalizeonthestrengthoftheteam,butalsowantstrongindividualplayers
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orstarswhowillproducesuperiorresults.Sometimesthestarsneedtosubordinatetheirindividualsuccesstothesuccessoftheteam"allforoneandoneforall."
TheAutocrat
Averysuccessfulexecutiveofalargecorporationwaswellknownforhisregalmannerandtrappingsofpower.Heusedtocometoworkeverydayinachauffeuredlimousine,wearingawhitelinensuitwitharedroseinhislapel,andfollowedbyasmallentourage.Inthecourseofcreatinghisnewcorporateheadquarters,heactuallyhadthebuildersresetthefoundationsothathecouldseeaparticularskylinefromhiscorneroffice.Atstaffmeetingshetoldhisbusinessleaderswhattofocuson;therewasvirtuallynotwo-wayorgroupcommunication.
Ourculturalheritagevaluestheautocraticleaderwhogetsthingsdone,demonstratesthegiftofcommand,andachieveshighlevelsofefficiencytheso-calledheroicleader.Themilitaryisoneplacewheretheauthorityofthecommanderisexpected,respected,andrequired.Wecertainlydonotwantageneralaskingthetroopstovoteonwhetherornottotakeahill.Inbusiness,theautocratexercisescommand-and-control,providesacleardirectionwithlittle,ifany,consultation,andpersonallyralliesthetroopstoanewcause.Sometimesitworks,butmoreoftenitdoesnot.
Inthemilitary;thereareextraordinaryleadershistoricfigureslikeDwightD.Eisenhower,GeorgeS.Patton,andDouglasMacArthurwhocommandthisrespect.Butinbusiness,admirationforsuchleadersismorelimited.Oftentheimperialleader'sperksandidiosyncrasiesbegintotakeprecedenceoverthegoalsoftheenterpriseandleadtoadownfall.Ourregalexecutive,forinstance,wasultimatelyrelievedofhisdutiesbyaboardwhosemembersconsideredhimarrogantandoblivioustotheconcernsofhis
workforce.
TheDemocrat
Wealsohaveaverystrongdemocratictraditioninourculture,onethatprovidesanequallycompellingframeworkforthebusiness
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manager.Asourdinnerspeakerpointedout,wearenotgoingtovoteoneverydecisionthatcomesup,butwedoneedthesupportandbuy-inofmostoftheworkforceifkeybusinessobjectivesaretobesuccessfullyachieved.Butdoweneedthebuy-inofallthemembers?Thedemocratwilltendtoseekoutopinions,particularlythoseofpeoplewhoareinfluential.Butthedecisionsareusuallymadebyaninformalvoteinvolvingsomecompromisethatensuresthesupportofthekeyplayerswhilelosingthesupportofothers.
Sometimesthevaluesofdemocracyandautocracygetcrossedandcreateconfusion.Inonehigh-technologycompany,thenewvicepresidentwasgivenhisordersbytheboardofdirectors.Hewastogettheinternalorganizationstraightenedoutandchartanewstrategicdirection.Hesettowork,knowingwhatstrategicdirectionthebusinessneededtotake,buthewantedbuy-infromtheworkforce.Soheengagedthestaffinafour-monthstrategicparticipationextravaganza,focusingallitsenergiesoncomingupwithanewdirection.Infact,thedirectionhadalreadybeenset,buthewantedtocreatetheappearancethateveryonehadboughtin.Someofthestaffhadalreadyfiguredoutthegameplan,realizingthatthisprocessamountedtonothingmorethanasix-monthnoticethattheirjobsweregoingtobeterminated.Trustforseniormanagementdroppedandtheworkforcerealizedtheyhadbeenmanipulated.Productivitydropped,andtopprofessionalsbegantoleavethecompany.Theattempttocamouflagetheautocratwiththedemocratsimplydidnotwork.
TheCompetitor
AtoneFortune100company,thewisdomforatimewasthattwosimilarproductionfacilitiesatdifferentlocationsshouldcompeteagainsteachother,therebycuttingcostsandproducingahigher-qualityproduct.For20yearsthesetwofacilitiescompeted,settinguptheirowninformation,finance,humanresource,productionquality,
andsafetysystems.Theprevailingattitudewastowin-at-almost-any-price,andthatisexactlywhathappened.Costswentupbecausesomanysystemswereduplicated.Therewasanimosityamongtheworkers.Thecustomerswerebewilderedbythe
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highlevelsofconflictamongtheirserviceproviders.Alltheywantedwasahigh-qualityproduct.
Withaninternalfocusoncompetingagainsteachother,thecompanywassooneclipsedbyemergingbutpowerfulglobalcompetitors.Itdidnotevenseethemcomingandgotcaughtshort.Becauseitshierarchicalsystemcouldnotrespondquicklyenough,therewasa10percentlossofmarketsharewithinthreeyears.
Wehonorandcherishcompetitioninallaspectsofourculture.Itisaboutwinningandlosing.Ourchildrengrowuprootingfortheirteams,andasadultscontinuethepractice.Weunderstandthereareexcessesandcosts,butthatisthepricetobepaidforcompetition,whichisviewedasthebestwaytoachieveexcellence.
Competitionisnotallbad.Whatisimportantiswhotheobjectofthecompetitionis,andhowyouplaythegame.Integrity,skill,andhardworkarethehallmarksofthetruecompetitors.Certainlydishonestorquestionablebusinesspracticesdesignedtodisablethecompetition,suchascorporateespionage,wouldnotmeetthesestandards.
Competitioncanbedownrightself-defeatingwhenitisusedasaninternalorganizingprinciplethatpitstheworkersinthebusinessagainsteachotherandmanagement.Thereisamajorconsultingfirmthathasasitsmodusoperandithatconsultantsreceivetheirbonusesbasedonhowmuchbusinesstheyindividuallybringin.Amongtheresultsofthispracticehavebeenthetheftbyoneconsultantofanother'sclients,thewithholdingofvaluableinformation,turfwars,andisolation.Thecompanyasawholehasbeensuccessful,butitcouldbemuchmoresoifitsworkerswerepullingtogethertowardacommongoal.
TheBottom-LineDriver
Ina$3-billionfinancialservicesfirm,theseniorexecutivesare
rewardedonlyforbottom-lineresults.Nothingelsematters.Staffmeetingsarenonexistent.Thereisanintoleranceforprocess.Theonlymeasuresworthconsideringarefinancialones.
Inaninformationsystemsbusiness,thereengineeringefforthasbeensuccessfulatstrippingoutredundanciesandreducingcycletimeaswellas30percentoftheshort-termcosts.Butasur-
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veyoftheworkforcehasfoundthat65percentofthemembersareangryatmanagementforitsheavy-handedapproachandarefearfulfortheirfutures.Productivityhaslaggedsignificantly.Clearly,thebottomlineinvolvesmorethanshort-termfinancialresults.
Ourculturerewardsthebottom-linedriver.Mostbusinessesoperatewitha90-daymentality,maximizingshareholdervalueintheshorttermevenifitmeanssacrificinglong-termproductivity.Incultureslikethis,everythingisreducedtoafinancialequation,andthevalueofrelationshipsandworkprocessesissubordinatedtotheeconomicformula.Often,however,workforceneeds,psychology,andinterpersonaldynamicseventuallyworktounderminethefinancialgoals.
TheConsensusLeader
Thegroupvicepresidentforatransportationindustrycompanywaswellknownforhismultidaystaffmeetingseveryquarter.Asmemberstriedtogetconsensus,themeetingsdraggedonforhours.Somemembersthoughtthisprocesswasessential.Otherssawlittlevalueinitandstoppedgoingtomeetings.Thenetresultwasalossofalignmentamongthetopmanagers,lostteamsynergy,andreducedvalueforthecompany'sobjectives.
Consensusisanoften-usedtermthatismisunderstoodandmisappliedinbusinesssettings.Ourculturedoesnotvalueconsensus;itvalueseithermajorityruleortop-downautocracy.Atthesametime,however,whenaskedwhatdecision-makingruletheywouldagreetouse,mostteamswillchooseconsensus.Hereinliesaparadox.Wewantconsensusbutdonotknowhowtoreachiteffectivelyandefficiently.Consensus,ifeffectivelydeveloped,speakstoourneedforrespect,beingvalued,accountabilityandteamwork.
Inmanyorganizations,severalofthesestylesexistsidebyside,
addingtoourculturalconfusion.Inoneinformationsystemscompany,themanagerfirmlybelievedthathergroupandtheentirecompanyoughttobecomemoreconsensus-basedinordertoachievegreaterefficiencyandcustomerservice.Hervicepresident,however,wasanautocrat.Everytimethemanagertriedtomoveherorganizationtowardteam-baseddecisions,shewas
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overruled.Withinayear,shehadmovedtoanothercompany,andherunitwentthroughanother18monthsofinstabilityandloweredproductivity.
TheWorkingAssumptionsUnderlyingCollaboration
Culturewarssaptheenergiesofourpeopleandourcompanies.Weendupspendingtoomuchtimemanaginginternalconflictstimethatwouldbebetterspentmeetingtheneedsofourcustomers.Toreconciletheseculturaldifferencesandbuildalong-termfoundationforhighperformance,weneedanewsetofvaluestoguidetheorganizationasawholeanewculturalframework.Withoutit,businesseswillcontinuetostruggle.Thedefaultpositionwilllikelybehierarchy.
ThecornerstonesofanewculturalframeworkincludetheprinciplesofAmericanculture(individualrights,freedom,anddemocracy);whatittakestorunasuccessfulbusiness(profitabilityandsatisfiedcustomers);andacommitmenttomeetingthebasicneedsoftheworkforce.Theseworkforceneedsarecloselyrelatedtosixfundamentalassumptionsabouthumanbehavior:
1.Wegetworkdonethroughpeople.Theonlywayworkgetscompletedordecisionsgetmadeisthroughotherpeople.Nomatterhowmuchtechnologywehaveorhowsimpleourworkprocessesare,workisstilldonethroughpeople.Theyinturnworkwithotherpeopleormachinestogetthejobdone.Unfortunately,inanerawhenworkisbeingtotallytransformed,thisbasicpremiseissometimesforgotteninfavorofthetechnologicalfix,costreductions,orstructuralchangesasawaytosolvebusinessproblems.Oneresultisthereducedloyaltyandproductivityoftheworkforce.
2.Asuccessfulbusinessvaluesitspeople.Thereisnowayaroundthis.Thepeopleinanybusinessareitsgreatestasset.Theyarean
intellectualresourceandanessentialsourceofenergyandcommitment.Mostmembersoftheworkforcearemotivatedeitherby
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survival,fear,service,legacy,orrecognition.Themostsuccessfulbusinesseswillbethosethattrulyvaluetheirpeople,respectthem,investinthem,recognizethem,engagethem,andprovideaworkenvironmentthatenablesthemtoserve,contribute,andinnovate.Mostmembersoftheworkforcealsowanttobetreatedlikeadultsandbegiventheopportunitytoberesponsibleandaccountableforthesuccessofthebusiness.Unfortunately,thereisamanagementmind-setthatviewsmembersoftheworkforceasexpendableassets.Suchamind-setalsobelievesthatitisokaytobreakthepsychologicalcontractwiththeirworkersifitisfinanciallyexpedientandthatthoseworkersshouldnotbeinvolvedincriticalbusinessdecisions.
3.Successfulchangeisownedbytheworkforce.Theextenttowhichanybusinesswillbeabletoadapttoconstantchangeinthemarketplaceisdirectlyproportionaltotheextenttowhichitsworkforcehaspsychologicalownershipoftheenterprise.Sinceworkforcemembersareultimatelythecustodiansofthebusiness,theirloyalty,commitment,customerfocus,andpridewilldependontheirbeingactivelyengagedinthekeydecisionsandprocessesthatdirectlyaffecttheirworklives.
Mostmembersoftheworkforcewanttocontributeandtoseethebusinesssucceed.Itisonlynatural.Managementneedstocapitalizeonthatdesireandtoprovidefinancialandnonfinancialwaysforthemtobuyin.Thisisparticularlyimportantwhenasignificantorganizationalchangeisinvolved.Unfortunately,thereisastrongviewthatchangeshouldbemandated.Butleaderswhoimposesolutionsaremorelikelytolosethecommitmentandloyaltyoftheirpeople.Whoelseknowsthebusinessbetterthanthoseworkingonthefrontlines?
4.Asharedperceptionofrealityisessential.Thesuccessofanychangeprocess,shortorlongterm,isafunctionofthedegreeto
whichthemembersoftheorganizationsharethesameviewofwhatthechangeshouldbe,basedonasharedperceptionofcurrentrealities.Sincepeopleactbasedontheirperceptionsofwhattheybelievetobetrue,itisfundamentaltothesuccessofacollaborativechangeeffortthatwecreateasharedviewofthattruth.Inacollaborativeprocess,wearealwaysaskingthequestion:"What
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doyoumeanbythatword,phrase,orsentence?''toensureahighdegreeofcommonunderstanding.
5.Anorganizationalculturehasbottomlinevalue.Mostorganizationalproblemsarepeople-related,andthereforegroundedinculturaldifferences.Thesedifferencesandconflictsshowupinthebottomline.Itiscriticaltoensurethatthecorevaluesofthecompany'scultureareunderstood,accepted,andimplemented.
Manyofustalkaboutthecompany"culture,"buttheconceptisusuallyconsideredtobeeithertoo"touchy-feely"ortooamorphoustobeofanybottomlinevaluetoacompany.Whatisacompanyculture?Whatdifferencedoesitmake?Theworkplaceculturerepresentstheheartandsoulofanorganizationitsvalues,beliefs,expectations,rituals,commitment,andattitudesofthosewholiveintheworkenvironment.Inonesense,aworkplacecultureistheenvironmentinwhichpeoplechoosetoinvestornotinvesttheirenergy,skills,andcommitment.Inanothersense,aworkplaceculturerepresentstheintangiblesofabusinesstheinformalorganization;theprideitsworkershaveintheirwork;theirenthusiasmandenergylevel;theirrelationshipswitheachother;andtheircommitmentandloyaltytothegoalsoftheenterpriseitsvision.Itisthepassion,excitement,andenthusiasmthatthemembersoftheorganizationhavefortheirwork,theirrelationshipswitheachother,andthevision.Stillanotherwaytothinkabouttheworkplacecultureisasthatspecialsomethingthatdifferentiatesonecompanyfromanother.
Workplacecultureshavethepowertoaddsignificantvaluetothebottomline.Whenaworkforceisnotalignedonacommonsetofvalues,thebusinesssuffers.Whenworkersdosharethesamebasicsetofvalues,theirenergygetsfocusedonproducingbottomlinesuccessforthecompany.
6.Integritybeginsatthetop.Theintegritythatanyorganization's
leadersareperceivedtohaveisbased,toagreatextent,onwhetherthey"walkthetalk."Forexample,anexecutiveataFortune500companythathad"valuingpeople"aspartofitsvisionwasquotedassayingduringthecompany'sdownsizingeffortthattheworkforcewas"luckytohaveajob"andshouldstopcomplainingaboutthelackofempowerment.Thelackofcongruencebe-
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tweenthecompanyvisionandtheactualbehavioroftheexecutiveresultedinalossofcredibilityandloyalty.Thebehavioroftheworkforceshiftedfromoneofcommitmenttothecompanytooneofanger,resentment,andfearabouttheirpersonaleconomicsurvivalnotanenvironmentconducivetoexcellentresults.
Foranyorganizationtobesuccessfulinanincreasinglychaoticmarket,theremustbeasolidvaluesfoundation.Centraltothatfoundationistheintegrityitsleadersandmembersexhibit.Totranscendtheculturewarandachieveculturalreconciliation,theremustbetrust,credibility,andrespect.Toachievethis,theintegrityofleadershipmustbeabovereproach.
Collaboration:AFrameworkforPeaceintheWorkplace
Theseworkingassumptionsprovidethecornerstonefortheprincipleofcollaboration,thenewculturalframeworkthatcanreplacehierarchyasthebasisforhowwelead,manage,andorganizework.Thisprinciplenotonlyhonorsthesefundamentalassumptionsandourculturalheritage,butalsorecognizestherealitiesofwhatittakestorunabusiness.Asaframeworkforleadingandmanaginganorganization,collaborationprovidesacommongroundandabasisformediatingtheprofoundvaluedifferencesthatpresentlyexistinmostorganizations.
Ultimately,collaborationasanorganizingprincipleisaboutauthentic,honestrelationshipsandtheirrequirements:self-esteem,respect,integrity,responsibility,andalignment.Initsapplicationtoworksituations,collaborationprovidesthecommondenominatorforengagingallmembersoftheworkforce.Asaculturalframeworkforleadingandmanaginganenterprise,collaborationisaworkethicthatgovernshumanbehaviorintheorganizationacrossgroups,teams,andevencompanies.Theapplicationofcollaborationtothework
environment,then,iswhatwewillcallthe"CollaborativeWorkEthic"
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Figure2-2.Thesevencorevaluesofcollaboration.
TheSevenCoreValuesoftheCollaborativeWorkEthic
TheCollaborativeWorkEthicisagroupofsevencorevaluesthatprovidethefoundationfortheCollaborativeWorkplace.Thiscrucialsetofbeliefsbeginfromthepremisethatpeoplecomefirstintheorganization,thatpeopleproduceresults,andthattodoso,theymustbemotivatedattheleveloftheheartandspirit.Thisethicrecognizesthatahighlevelofmotivationismostlikelytocomewhentheworkforce"owns"theirworkplacecultureandwhentheirobjectivesarealignedwiththecompany'sstrategicdirection.Resultsarethusachievedbycreatingaworkenvironmentgroundedinacoresetofvalues,usingconsensus-basedprocessestobuildthatownershipandalignment.ThesevencorevaluesthatcomprisetheCollaborativeWorkEthicareshowninFigure2-2anddiscussedinthefollowingsections.
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Value1:RespectforPeople
Thefundamentalbuildingblockforanyorganizationisindividualself-esteem.Inorderforpeopletocollaboratefromapositionofstrengthandequality,theyneedahighlevelofself-esteemand/oraworkenvironmentthatactivelyseekstoenhanceandsupportthebuildingofself-esteem.Self-esteemisthepositivesenseofselfreflectedinanindividual'sauthenticity,courage,integrity,trust,dignity,self-respect,andwholeness.Self-esteemisaperson'ssenseofself-worth.Inacollaborativeworkenvironment,positiveself-esteemproducesself-empowerment,andoutofthatpersonalempowermentcomestheabilitytoempowerothersandbuildtrust-basedrelationships.
Aworkculturethatdemonstratesrespectforpeopleunderstandsthatqualityandservicearecreatedbypeopleandbytheirattitudestowardwork,thecompany,andtheircustomers.Itunderstandsthatpeoplehavevalueintheirownright.Finally,aworkculturethatrespectspeopleunderstandstheneedforalong-rangeinvestmentintheirgrowthanddevelopment.
Peoplefeelvaluedwhentheirworkenvironmentisnurturingandcaring;whentheyaregivenroomtogrow,makemistakes,andlearn;whentheycanoperateinanenvironmentfreeoffear;andwhentheyfeelassuredofaccountability,honestcommunication,compassion,andcoaching.Insuchanenvironment,managementshiftsitsrolefromoneofauthority,telling,controlling,andmonitoringtooneoffacilitating,coaching,mentoring,andcounseling;thereisno"boss:"
Value2:HonorandIntegrity
Inmanycultures,honorandintegritydriveindividualbehavior.InJapan,forexample,personaldishonorisconsideredsograveamisfortunethateventodaytherearecasesofhari-kari,orritual
suicide,inwhichpeopleendtheirlivesratherthangoonlivingwiththeirhonorruined.Inourculture,integrityiscentraltoanindividual'ssenseofhonorandself-respect.Putoneway,Iammyword,andifIdonotkeepmyword,Iamoutofintegrity.IfIamoutofintegrity,Imaydishonormynameandlosethetrust,faith,andconfidenceofothers.Imaybecomeknownassomeonewho
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doesnotkeephisword.TouseStevenCovey'sterm,Iamnottrustworthy.*InaCollaborativeWorkplace,honoringone'scommitmentsandagreementsisanessentialbuildingblockinthesuccessoftheorganization.Becausepeopleareinterdependent,weneedtotrusteachother,whichmeansImustbelieveinothers'integrity.Inacollaborativeworkorganization,itisalsomyresponsibilitytoprotecttheintegrityofthecollaborativeprocessandtoupholditsvalues.
Value3:OwnershipandAlignment
Peopleusuallytakecareofwhattheyown.Asacolleagueusedtosay,"Nooneeverwashesarentedcar."Whentheworkforcehasatruesenseofownershipoftheworkplace,thejob,andtheenterprise,thereisagreaterlikelihoodtheywilltakegoodcareofit.Whentheyfeelalienatedornotpartofthebusiness,theirworkbecomesjustajob,wheretheytendtooperateontheprincipleofcompliance.InaCollaborativeWorkplace,leadershipproactivelyengagestheworkforceinbuildingownershipoftheorganization.Thisprocessrequirescommitmentfromseveraltypesofpeople:
Leadersandmanagersprovidingnewopportunitiesforpsychologicalownership,creatingteam-basedprocessesbuiltonconsensus,andallowingpeopletoriskandgrow.
Processownersactivelyengagingthemembersoftheorganizationinparticipatingindecisionsandevenbecomingprocessownersthemselves.
Organizationsystemsownersredesigningtheirsystemstoencourageandrewardmoreextensiveinteractionandcollaboration.
Turfmanagersgivinguptheirperceivedrighttoturfandplayingbyanewsetofagreementsthatinvolvemorehorizontalandcross-functionalinteraction.
Whileitmayseemtothecurrentownersthattheyaregivingupcontrol,theirownershipisreallyamyth.Anorganizationis
*StevenR.Covey,TheSevenHabitsofHighlyEffectivePeople(NewYork:Simon&Schuster,1989).
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notlikeapieceofrealestate.Thetrueownersoftheorganizationresideinitsworkplace.Byincreasingtheirstakeinitssuccess,themanagerscandonothingbutgain.
Equallyimportantisthevalueofalignmentthatisdrivenbyahighlevelofownership.Youcanhaveanempoweredorganizationbutgooutofbusiness.So,ifownershipistherocketbooster,alignmentistheguidancesystem.Theprocessesdesignedtoachievestrategicalignmentwithintheorganizationwillenablethecollaborativeorganizationtohititstruemarketniche,serveitscustomerswithexcellence,andoutstripthecompetition.
Inamoretraditionalsense,alignmentoccurswhenallthemembersofanorganizationagreeonthevision,mission,andstrategiccourseofactionforthecompanyororganization.Italsooccurswhenthecompanyisalignedwiththemarket,isdemonstratingitsuniqueandvalue-addedrole,andisfocusedonachievingcompetitiveadvantage.
Value4:Consensus
Itisgenerallyacceptednowthatthemosteffectivesetofworkingrelationshipsarethosebasedontheideaofwin-win,althoughtherearemanydifferentinterpretationsofwhatwin-winamountsto.Inorderforawin-wintooccur,theremustbeaconsensusonthedecision,theoutcome,andeventheprocessforarrivingatit.Otherwise,wearetalkingaboutcompromise,"Icanlivewithit"andotherwin-lose,orlose-losearrangements.
Websterdefinesconsensusas"groupsolidarityinsentimentandbelief,unanimity;ajudgmentarrivedatbymostofthoseconcerned"InaCollaborativeWorkplace100percentofthepartiestothedecisionmustfullyagreeinordertoachieveatruewin-win.Thismeansthattheymustworkthroughtheirdisagreementstoachieveamorepowerfulagreement.Anotherwayoflookingatconsensusisthatitis
adecision-makingruleinwhicheverypartytothedecisionfullysupportsthedecision,seesvalueintheresult,andwillactivelydefendthedecision.
Manypeopleconfuseconsensuswithcompromiseor"Icanlivewithit"asin"Icantoleratethatdecision"Peoplewhoworkinacan-live-withorganizationalculturetendtoactouttheirdifferencesoutsidetheteamorgroup,resultinginmanydisconnects
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andtheerosionoftrustintheirrelationships.Truecollaborationrequiresthatindividualsinagroupresponsibleforanoutcomeworkthroughtheirdifferences,buildinganewlevelofunderstandingandawarenessofoneanother'slegitimateconcerns,creatinganewlevelofsynergy,andderivingthebestsolutionforagivensituation.
Value5:Trust-BasedRelationships
Theleaderofaninformationsystemsprojectteamsaiditbest:"It'snotabouttechnologyorpoweranymore;it'saboutrelationships"Inthenetworkedorganization,authoritynolongerworksasthebasisforworkrelationships.Trustisthenewglue.IfyouareinLondon,JaneisinNewYork,andIaminChicago,wemayhavetoreachconsensusonacriticalbusinessdecisionbyteleconference.Indoingso,itisessentialthatwetrustoneanotherknowthatwewillhonorouragreementsandfollowthroughonthedecisionswereach.
Mostpeoplewanttrustandopennessatwork.Theyalsowanttobetrusted.Buttrustdoesnotcomeeasily.Infact,mostofushavelittletrustineachother,whichfeedsahostoforganizationalproblems.Establishingtrustinourworkrelationshipsisoneofthefirstordersofbusinessinanycollaborativeworkenvironment.Ofequalimportanceismaintainingtrustbyensuringthattheupsanddownsofourworkrelationshipsareworkedoutface-to-face.
Trusttakestimeandbeginswithself-trust.Inrelationships,itisearnedthroughcarefulnurturing,anditismaintainedbyensuringtheintegrityoftherelationship,whichcaneveninvolve"toughlove"Oncebroken,trustissometimesneverregained.Inacollaborativeworkenvironmentitcanberegainedthroughcreatinganopportunityforpersonalaccountabilityandforgiveness.Thebuildingoftrust-basedrelationshipsrequirestime,asupportiveworkenvironment,freedomfromreprisals,andasignificantlevelofinterpersonalskill.
Value6:FullResponsibilityandAccountability
Whatdoesitmeantobefullyresponsibleforthesuccessofmyteam,mygroup,andmycompany?DoesitmeanIhavetobe
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mybrother'skeeper,monitorothers'actions,andtakecorrectiveaction?DoesitmeanIhaveauthority?Inthehierarchicalparadigm,peopleareisolatedfromoneanotherbytheirjobdescriptions,titles,andorganizationalunits.Eachpersonisresponsibleonlyforwhatislistedinhisorherdescription.Managersareresponsibleforalltheworkdone.Staffmeetingsandtheindividualuseofauthorityarevehiclesforcoordination.Evaluationsaretechniquesforensuringthatresultsareproduced.Responsibilityflowsdownwardthroughdelegationandtheparcelingoutofauthority.Accountabilityflowsupwardandisoftenpunitiveinintentorreality.
IntheCollaborativeWorkplace,fullresponsibilityisanindividualactofcommitment.Inthisenvironment,theindividualtakesonthesharedresponsibilityforthesuccessoftheteam,thegroup,andthecompany.Itmeansthatanindividualdealsdirectlywithateammemberifworkisnotbeingcompletedonschedule.Directdealingsareanessentialtoolaspeoplelearnhowtosupportoneanother.Itisanewlevelofresponsibilitythatrequiresskill.Itmeansmovingbeyondcomplainingandgossiptobeingpartofthesolution,recommendingoptions,andtakingactionincollaborationwithcolleagues.If,forexample,amember'swell-beingorworkisnegativelyaffectedbyoutsidefamilypressures,alcoholordrugabuse,orifhisorherbehaviorisnotsupportiveofthemission,eachoneofusisresponsibleforaddressingtheproblemandbringingtheissuetoresolution.IntheCollaborativeWorkplace,wedonotwaitformanagementtohandletheseproblems.
Accountability,inthecollaborativeparadigm,iswheretherubberhitstheroad.Itiswhereweholdourselvesandoneanothertoaccountinordertomaintainthehigheststandardsofbehaviorandperformance.Inmanyrespects,itisnotanactofauthority,butoneoffaithandcompassion.Ultimately,accountabilityisaboutourindividualintegrityandthereputationofourteamandcompany.
Trueaccountabilityasavaluecanonlybefullyachievedinanenvironmentfreeoffear.Wehavetobeabletotakerisks,makemistakes,learn,andgrow.IfeverytimeItrytodosomethingdifferentortakeariskIgetmyhandslapped,getdemeaned,orgetdevalued,Iwillnotcontinuetorisk,learn,orgrow.Atthesame
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time,wehavetofindawaytoholdeachotheraccountableforwhatwedoordonotdo.
IntheCollaborativeWorkplace,wehavetoresetthecontextforaccountability.Youcanrun,butyoucannothide.Weareallaccountabletooneanother.Wecannothidebehindourrank,thedata,orourexpertise,becauseweknowittakesusalltomakeitwork.Thereareseverallevelsofaccountability:
Accountabilityaspersonalintegrity.IknowwhenIhavenotdonemyjobwellorhavefailedtodoitatall.Itismyresponsibilitytobeaccountabletomyteamandtellthembeforetheyfindout.Itismypersonalintegritythatisontheline.Iamalsoaccountableforprotectingtheintegrityofthecollaborativeprocess.WhenIam"outofintegrity,"Itakeresponsibilityforit,learnfromit,andrecommittomyvalues.
Accountabilityasdirectdealings.WhetherIamfoundoutornot,Ioweittomyteam,mycommittee,ormygrouptobeproactiveandtoadvisethemoftheissue,problem,orneedandproposesolutions.Ishouldnotwaituntiltheproblemisbeyondsolution,oruntilwehavethenextteammeeting.Ialsooweittoateammembertodealdirectlywithanybehaviors,actions,orinactionsIbelievearedetrimentaltohisorherwell-beingorvaluetotheteamorthecompany.Thisdirectdealingmayoccureitheroff-lineor,ifnotsuccessfulintheteamorgroup,aspartoftheongoingworkprocess.
Accountabilityascoachingandcounseling.Shouldtheindividualnotrespondwelltodirectdealings,eitheroff-lineorinthegroup,thenextstepistooffertheindividualone-on-onecoachingfromarespectedseniormemberoftheteam.(Authorityhasnothingtodowiththislevelofsupport,althoughthetwomaybesynonymous.)Ifcoachingdoesnotwork,thenahigherlevelofinterventionintheformofcounseling,bothprofessionaland/orpsychological,maybenecessary.
Accountabilityasadministrativeaction.IntheCollaborativeWorkplacewedonotshyawayfromcorrectiveactionwhenitisfoundnecessary.Itisthecourtoflast,notfirst,resortandshouldbeusedsparingly.Itmaybenecessarytoremoveanindividualfromtheworkenvironment.ThesuccessoftheCollaborative
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Workplaceismostlikelytooccurwhenwecanmoveawayfromtheviewofresponsibilityandaccountabilityasbeingapolicingfunctiongroundedinatop-downapproachtorelationships.Instead,wemustmovetowardaviewthatfullresponsibilityandaccountabilityarehorizontal,shared,andgroundedinourindividualandcollectiveintegrityasadultsandprofessionals.
Value7:RecognitionandGrowth
Perhapsoneofthemostdifficultworkenvironmentsisoneinwhich"onemistakeisworth100attaboys"Inaconstantlychangingworkenvironment,itneedstobeokayforpeopletomakesomemistakes,totakerisks,totrynewthings,andtolearnandgrow.Wecannotbecompetitivewithoutrisk,anditisnotpossibletoriskwithoutmakingmistakes.
Humanbeingsrespondbesttorewardsandrecognitionandlearnbestinanenvironmentfreefromfear.Thatdoesnotmeantosaythatsuchanenvironmentisfreeofaccountability,asjustdiscussed.Itisimportanttocreateawaytocelebrateoneanother,tomovebeyondawardswithlittlemeaningtoatrulygenuineandinstitutionalizedprocessofrecognitionforcontributionsbeyondcompletionoftasks,butalsoforservicetoothers.Wemightrecognizeinnovation,creativity,teameffort,orcustomerservice.ThepointinaCollaborativeWorkplaceistoencourageongoing,instantaneousrecognitionofoneanotherbyallmembersoftheteamorgroup.Recognitionshouldnotbeatop-downprerogative,norshoulditonlyhappenonceayear.Whatisalsoimportantisthattherewardsandrecognitionprocessbeinternallyconsistent,thatitrewardthevaluesexpectedintheworkenvironment.Inaddition,theapplicationofthisvaluemayresultintheentirerewardsandrecognitionprocessbeingredesignedtosupportindividual,team,andcompanyperformance.
Asecondaspectofthisprincipleistheimportanceoflearningand
growingasanintegralpartofthecollaborativeprocess.Aspartoftheprojectcycle,forexample,thereshouldbeadebriefingoneveryaspectofaprojectforlessonslearnedbothpositiveandnegativeandanysuggestedimprovementsshouldbeintegratedandinstitutionalizedinthenextprojectcycle.Butthisapproachtocontinuousimprovementalsoappliestogroupandindividual
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learning.Thefocusmustbeonprocessskillsandculturaladjustmentsaswellasonbottom-linesystemsorstructuralchanges.Thisleveloflearningandgrowingcanalsoresultinsubstantivechangesinthecareerdevelopmentprocessesinthebusiness.
Inaddition,agrowingenvironmentcanbecommittedtowhatwewillcall''self-renewal."Nothingisstagnant.Organizationsmaywanttocommittoconstantself-renewalandconstantquestioningoftheirassumptions.Theymaybeopentothepossibilitythattheyhaveanomaliesthatcannotbeexplainedawaybytheircurrentparadigm.Self-renewal,inthissense,isaprocessthatensuresthatthecompanywillremainflexible,proactive,andabletoshifttonewparadigmsastheyemerge.
Conclusion
Inanagewhenthesocialcontracthasoftenbeenbrokenwhenmillionsofpeoplehavebeenlaidoff,whenhierarchyislesseffective,whenculturalwarfarecontinuesunabatedweneedaculturalframeworkthatbringspeacetotheworkplace.Weneedafirmfoundationthatgivesusstabilityinthefaceofunrelentingchangeandintegrityinthefaceofbrokencontracts.ThecorevaluesoftheCollaborativeWorkplaceallowustodojustthat,shiftingtheparadigmbyallowingustotakeresponsibilityforthetransformation.
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3CreatingtheCollaborativeCultureYougetthebehavioryoutolerate.Plato
AtDynapCorporation,thingshadalwaysbeenthatway,andnoonesaidanythingaboutit.Mostpeoplewouldnottalkaboutit;theyjustlivedwithit.Thevicepresidentforproductionhadconsistentlypittedonememberofthestaffagainstanother,oftengivingseveralofhisdirectreportsthesameassignment.Whentheresultswerenottohisliking,hewouldsingleouttheindividualsbynameatstaffmeetingsandcritiquetheirwork,oftenseriouslyembarrassingthem.Hisorganizationwasnotaplacethatencouragedquestionsorchallengestomanagement'sdirection.
Itdidnottakelongfornewemployeestorealizethatiftheywantedtoadvancetheircareerstheyhadtodealdirectlywiththevicepresident.Itwasnotuncommontoseepeoplelinedupoutsidehisofficeat7:30inthemorningtogettheirissueshandled.Powerandinfluencewerethenameofthegame."Everymanforhimself"wastherule.Trustwassomethingtobedevelopedoutsidetheworkplaceorinthehiddenculture.
Respect,trust,andhonestyarethreeofthemostimportantingredientsinachievingcompetitiveadvantageinanincreasinglychaoticmarketplace.Themanagementstyleofcommand-and-control,whichusespowertocreateacultureoffear,producespredictablebehavioralresults.Theworkforcewillcomplywiththestatedandunstatedrulesoftheroad,buttheirproductivity,energy,andloyaltytothecompanywillsuffer.
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Whatdoesittaketocreateaworkplacecultureinwhichrespect,trust,andhonestyarethenormratherthantheexception?Howdowecreateaworkenvironmentinwhichpeoplearewillingtotakeresponsibilityforthesuccessoftheenterpriseandbeheldaccountablefortheirresults?Howcanwebegintochangefromoldculturesandbehaviorstoaworkenvironmentthatwillworkforusratherthanagainstus?
Thischapterlooksfirstattherequirementsforcreatingthecollaborativeculturewheretrustcangrow.ItthendefinesaspecificgovernanceprocesscalledOperatingAgreementsthatwillresultintherealignmentoftheorganization'scultureandworkrelationshipstotheCollaborativeWorkEthic.Finally,thechapterexaminesindetailthe15OperatingAgreementsneededbymostteams,groups,andorganizationsfortheircollaborativeculturetowork.
CreatingaResponsibleWorkEnvironment
ToparaphrasePlato,wegetthebehaviororculturewecreate.IftheworkforceatDynapdidnotliketooperateinfear,whoseresponsibilitywasittochangethesituation?Everyorganization'scultureisgovernedbyapsychologicalcontractorcovenant,asetofmutuallyagreedtounderstandingsoracceptedvaluesabouthowwewillworktogether.Intheconventionalcovenantofcommand-and-control,thoseunderstandingsorvaluesareonlytacitlyagreedtobytheworkforce.Theyarenotexplicitlydiscussedorconsentedto.Peopleareexpectedeithertoknowthemortofigurethemout.Inthecreationofanewcovenant,however,peoplecanopenlydiscussandconsenttoanewsetofagreementsthatwillallowthemtoproducerespect,trust,andhonestyintheirworkrelationships.Thereareseveralrequirementsnecessaryforcreatingthisnewculture:
Principle-basedagreements.Inmanyorganizations,thecovenantisbasedonpowerorthepreferencesofoneperson.Inacollaborative
culture,thefirstrequirementisthatallagreementsbebasedonprinciple.Specifically,thecorevaluesoftheCollaborativeWorkEthic(asdiscussedinChapter2)provideaframeworkfor
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teams,groups,andcompaniestoclarifyhowtheirmemberschoosetoworktogether.
Anexplicitgovernanceprocess.Thesecondrequirementisthattheprocessbeexplicitandnotsecret.Therulesthatgovernmostworkenvironmentsareusuallyunspoken(e.g.,"Iwon'tsteponyouifyouwon'tsteponme";"Nosurprises";or"Don'tshootthemessenger").Inonecompany,therewasevenanunspokenunderstandingthat"Nogooddeedgoesunpunished."Increatingacollaborativeculture,theunspokenrulesaremadeexplicitandagreedtobyallparties.Inacollaborativeculturetherearenosecretsorhiddenagendas.Thisway,peopleknowwhatisexpectedofthem;theyhaveboughtintotheagreementsandtakeresponsibilityfortheirfullimplementation.
Abehavioralshift.Thethirdrequirementisthateveryoneengageinasignificantshiftinbehaviorbothasindividualsandasateam,group,ororganization.Itisnoteasytogiveupthetriedandtrueprocessesweusedinapower-basedculture.Sincethosevaluesandprocesseshurtourcompetitiveposition,weareeachchallengedtochangeourbehavior.AsFigure3-1shows,theprocessofcreatingaCollaborativeWorkplacemeansagradualmovementawayfrombehaviorscharacterizedbyavoidance,accommodation,competition,orcompromisetobehaviorsbasedontruecollaboration.
Operatingagreements.Thefourthrequirementisthatweestablishthebehavioralrulestogovernhowwewillworktogether,throughwhatwewillcall"OperatingAgreements."OperatingAgreementsbecomethecollaborativeculturebecausetheyrepresentthevaluesandbeliefsofthemembersoftheteam,group,orcompany.Theprocessofcreatingtheseagreementsbringsthekeyvaluesandbeliefsoftheparticipantstothesurface,andwhentiedtothecorevaluesoftheCollaborativeWorkEthic,redefinestheworkculturethatcantransformtheorganizationandresultintheneededbehavioralshift.
Asmemberstakeresponsibilityfortheirbehavior,theybecomeaccountabletooneanotherandresponsibleforthesuccessoftheirorganization.OperatingAgreementsappeartobeasimpleconcept,buttheprocessrequiresthateachindividualexaminehisorherownbehaviorandvaluesandchoosetoadjusttheminawaythatsupportsthenewculture.
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Figure3-1.Thebehavioralshift.
ADefinitionofOperatingAgreements
Inacollaborativegovernanceprocess,OperatingAgreementsaredefinedas:
Theprinciple-basedagreementswehavewitheachotherthatprovidethefoundationforrespectful,honest,andtrust-basedrelationshipsandteamwork.
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Putanotherway,OperatingAgreementsarehowwewillbehaveandworktogethertocreateaworkenvironmentofrespect,trust,andhonesty.OperatingAgreementsarethecollectiveconscience,theconsensusculturethatenablesanyorganizationtotransformitselfandbecomeamorestable,civil,andproductiveworkplace.
Threedistinctionsareimportanthere.First,OperatingAgreementsarenot"groundrules."Almosteveryteam,group,ororganizationhasasetoftacticalrulesinplacetoensurethatmeetingsstartontimeandendontimeandthatmembersrespectoneanother'sopinions.IntheOperatingAgreementsprocess,however,theworkforceisengagedinaprofoundconversationabouttheirbasicvaluesandbeliefsconcerninghowworkshouldbedone,howdecisionsshouldbemade,howdisagreementsshouldberesolved,andhowaccountabilityshouldbeensured.
Second,OperatingAgreementsareaformofprevention.OperatingAgreementscoverateam'sbasicbehavioralrequirements.Theseagreementsaremadeup-frontintheprocessofformingtheteam.Theybecomeasignificantwaytopreventconflictsdowntheroad,sinceeveryoneknowshowtheywillbehandled.OperatingAgreementsarmthemembersofateamorgroupwiththetoolstheyneedtobeself-sufficientinworkingthroughtheirdifferences,speedupworkprocesses,andleveragethesynergiesofthegroup.
Third,OperatingAgreementsbecomethenewworkplaceculture.Asaprocess,theyensureculturalandbehavioralalignmentamongteammembers.Theyrepresentthesharedviewofallteammembersonwhattheybelievetobeimportantabouttheirbehavior.Theyarethecornerstoneofthecollaborativegovernanceprocessandprovidethebasisfortheempowermentandaccountabilityofanytypeofteam.
The15CoreOperatingAgreements
Tobesuccessful,mostteams,groups,andorganizationsneedtoestablish15coreOperatingAgreements.(SeeFigure3-2.)Inthebalanceofthischapter,eachoftheseagreementswillbediscussedandkeypointsanddistinctionsforconsiderationidentified.(Asampleteam'sOperatingAgreementsmaybefoundinAppendixI.)
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Figure3-2.Ateam'sOperatingAgreements.
Agreement1:DecisionMaking
Thisisthefirstandcertainlythemostdifficultagreementanyteamorgroupconsentsto.Itliesattheheartoftheteam'soperationsandopensawindowontheteam'ssoul,providinganindicatorofhowitwilltreattherestoftheOperatingAgreementsprocess.Whatwehavelearnedfromteamsisthatasthisinitialagreementunfolds,otheragreementsaresuggested.Forexample,whenateamconcludesthatitwantsconsensusasitsdecision-makingruleonstrategicissues,itmaybecomeimportanttoaddresstheAtten-
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danceAgreement.Itisvaluabletoidentifytheseotheragreementsasyougoalong,buttrytostayfocusedonthetopicathand.
TheDecision-MakingAgreement,however,isnotaboutagreement;itisaboutdisagreementandhowteammemberschoosetohandletheirdifferencewithoneanother.Let'slookatanumberofkeydistinctionsthatmustbemade.
TheDecision-MakingOptions
Everygroupprocesshasadecision-makingrule.Therearereallyjustfouroptionstochoosefrom:
1.Decisionmakingbyoneperson
2.Minorityrule(lessthan50percentbutmorethanoneperson)
3.Majorityrule(lessthan100percentbutmorethan50percent
4.Consensus(100percent)
Inthebeginning,mostgroupsbasethisprocessonexperiencewithmajorityruleandtheuseofRobert'sRulesofOrderasaguide.Mostgroupsalsosayinitiallythattheyarecomfortablewithcompromiseorcanlivewithasthebasisforhowtheirdecisionwillbemade.Butwhenpressed,theyusuallychooseconsensus,becauseveryfewpeoplereallywanttobeleftoutofdecisionsthatwillaffectthem.This,then,leadstoamuchmoredifficultdistinction.
OurLackofExperienceWithConsensus
Weneedlooknofurtherthancelebritymurdertrialstoknowthatjuriesdonotworkbytrueconsensus,eventhoughthisistheoneplacewherewebelieve100percentistherule.Thepressstoriesofjuriesarerepletewithexamplesofthebrowbeating,intimidation,guilt,andfearthatdrivedissentingjurorstorelentandcaveintopeerpressure.Theonlyotherplaceinourculturewhereconsensusis
institutionalizedasadecision-makingruleisintheQuakerMeeting,inwhichconsensusisrequired.Everywhereelseourdecisionsaremadebyoneperson,byaminority,orbyamajor-
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ity.Wedonothavealotofexperiencewithconsensuseventhoughthatishowmostpeoplewouldliketooperate.Lackingthisexperience,wetendtorelyonprocesseswearefamiliarwith:compromiseandcooperation.
Consensusvs.Compromise
Whenaskedtodefineconsensus,someoneontheteamislikelytosayitmeans"Canlivewithit,'asin,"Icanlivewiththatdecision.''Ineffect,thismeansthatIwillcompromisemytruefeelingsontheissuebecauseIwanttogetalong,orbecauseIdonothavethetechnicalexpertise,orbecauseitdoesnotreallymattertome.Iwillcertainlyarguemypointofview,butwhenallissaidanddone,Iwillgoalongwiththegroup.ThisapproachtoconsensusmeansImaynotreallyhavetotakeresponsibilityforthedecision;Icanalwaysoptoutandshiftthatresponsibilitytosomeoneelsewho"knowsmoreaboutit."ItalsomeansImaychoosewhetherornotIwanttofullyparticipateinthediscussion.Ihavegivenmyselfatrapdoor.The"canlivewith"philosophyrepresentsawin-loseapproachtodecisionmakingbecause,inacompromise,someonealwayslosessomething.Ineffect,ratherthanfacetheirdifferences,theseindividualsavoidtheissue.Then,whenthegoinggetstough,theycanturnaroundandsaytotheteam,"Itoldyouso"Thebottomlineisthatcompromisedoesnotequalconsensus!
Onemanagementteamweworkedwithbecameverycreativeinadoptingwhatitcalleda"supermajority'rule:thatis,allbutonepersonontheteamhadtoagree.Whatthismeantwasthatonemembercoulddisagree,buttheteamwouldnotbeobligatedtoworkthroughthedisagreement.Thistypeoftrapdoormeantthatthetruesynergiesoftheteamcouldnotbetapped,becauseoftentheylayintheveryperspectivesthattheonepersondisagreeingcouldoffer.Theteam'strapdooronlysucceededintrappingitintonottakingfull
responsibility.
ThePowerofTrueConsensus
Trueconsensusoccurswhenthereisnomemberoftheteamorgroupwhohasanyreservationswhatsoeveraboutthedecision
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thathasbeenreached.The"whatsoever"iscritical.Thismeansnotrapdoors,no"Icanlivewithit,'nosmokescreens,nowindowsstillopenfordissent:Thearchitectureofdisagreementhasdisappeared.Withtrueconsensus,webecomegenuinelyalignedandhaveownershipofthedecisionswehavemade.BecauseIknowyouwillkeepyouragreements,mytrustinyougoesup,andIwon'tneedtospendtimeprotectingmyflank;Icanfocusonrealworkandonthecustomerinstead.
Onewayofknowingwhenthereistrueconsensusisthatthelevelofenergyinthegroupgoesup,evenwheneveryoneistiredafteralongday'swork.Atamoreprofoundlevel,inaconstantlychangingworkenvironment,weknowconsensusisatworkwhentheworkplaceculturedoesnotchangeeventhoughthestructureorworkprocessesdo.
FocusingConsensusDecisions
Withthetrapdoorssealed,teamsoftenstarttodifferentiateamongthetypesofdecisionsanorganizationorgroupneedstomakeusingconsensus.Somedecisionswillbeconsideredstrategicorpolicy-oriented,impactingthedirectionofthebusiness.Otherdecisionswillbeconsideredtactical,havingtodowithimplementingtheoverallstrategies,whilestillotherswillbeclassifiedasoperational,orday-to-day,decisions.Thesetermsmeandifferentthingstoeachofus,sinceoneperson'sfloorisanother'sceiling.Soitiscriticaltodefineandclarifywhatwemean.Astheteamworksthroughthesedistinctions,itwilltendtouseconsensusforitsstrategicdecisions.
WhenDisagreementsArise
Mostofusavoidconflicts,eitherbecausewedon'tliketo,wantto,orknowhowtodisagree.Soweenterthisprocesswithresistanceandavoidanceasourstartingpoints.Asoneteammemberexpressedit,
"Disagreementmakesmevulnerable.Idonotknowhowitwillturnout,whethertherewillbeanger,andwhatpriceIwillhavetopay.Itmakesmeafraid."Fearbecomesthedriverinkeepingusfromanhonestexchangeofdifferingviews.Additionalreluctancetodisagreecomesfromnotknowinghowto
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disagreeinaconstructivewaythatenhancestheworkrelationship.Ineffect,weareamateursinhumandynamicswhoaretryingtobecometrainedacrobatswithoutasafetynetbeneathus.
Whatweabsolutelymustdotogetherisdevelopasafetynet,aknownprocessbywhichwecandisagree,berespected,andnotfearrepudiation,thesilenttreatment,intimidation,orreprisal.Wecandothisbyexplicitlyagreeingthatdissentiswelcome,evenexpectedinourteam.
OpeningtheDissentWindow
Inamanufacturingcompany'sinformationsystemsgroup,themembershadnearlyreachedaconsensus.Allbuttwopeoplewereinagreement,yetthesetwopersistedandpersisted.Theteamwentthroughallitsprocessesandtools,butstillitdisagreed.Whatwastheteamgoingtodo?Nooneknewtheanswer.
Teamsneedatooltogettothebottomoftheirdisagreements.InaCollaborativeWorkplace,thistooliscalledadissentwindowandinvolvesthrowingopenthe''windowofdisagreement"toreallylistentowhattheircolleaguesareconcernedabout.Inusingthistool,thereisanobligationtohearwhatisactuallybeingsaid,ratherthanwhatonewantstohear.Thisisverydifficulttodo,particularlywhenthepressureisontomakeatimelydecision.Ifanyone"runsover"thedissenter,howeverbyridiculingorwillfullymisinterpretinghisorherargumentsthecredibilityandintegrityofthewholeteamsuffers.Ifitisworkedout,mutualrespect,trust,confidence,andhonestyaretheresults.
FromSmokeScreenstoSafetyNets
Mostteamswilltrytherational,intellectualapproachtoresolvingdifferences;theywillidentifyalltheareasaboutwhichtheyagree,pinpointwheretheydon't,andbegintonegotiatetheirwaythrough
thedifferences.Saythereisateammemberwhocontinuestoobjecttotwokeypointsandisunwillingtobudgefromthisposition.Whatisreallygoingon?Itmaynotberationalatall.Itmaybeintheemotionalrealm.Sometimespeoplethrowupsmokescreensorintroduceunrelatedissuestoavoidrevealingwhatisreallybotheringthem.Sometimestheydonotevenknow
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whytheyareobjecting;theyjustcannotagree.Teammembershavearesponsibilitytocreateasafetynetforthedisagreementi.e.,toworkwiththemembertodissipatethesmoke,gettotherootcause,andhelphimorhermovebeyondtheinitialobjections.Whenallthesmokehascleared,however,itislikelythatthedisagreementwasaboutasignificantemotionaleventinthatperson'spast.
Inatechnologyapplicationsteam,thereweretwomemberswhoexpressedwidelydifferingopinionsonwhetherthenewsoftwareapplicationshouldbepurchased.Thedebatewentonfortwohours.Whentheroot-causesafetynetwasapplied,itwasdiscoveredthatoneoftheadversarieshadlostapromotionandasignificantpayincreaseinanotherorganizationbecausehehadmadeasimilardecision.Oncethiswasuncovered,theteamhadnewinsightsintothepurchasingdecision,andinfiveminuteswasabletoarriveatamuchbetterdecision.
WhySilenceIsNotGolden
Thepriceofadmissionisparticipation.Inacollaborativeteam,verbalparticipationisaclearexpectation.Sometimesindividualsdonotwanttoparticipateandaresilenteitherbecausetheyareshyorupset,becausetheyhabituallyavoidconflict,orbecausetheyjustdonotcare.Ifmembersaregoingtobefullyresponsibleforthesuccessoftheteam,itiscriticalthateveryoneweighinverbally.Silenceisalsonotagreement.Whenitcomestimetodetermineifthereisatrueconsensusonadecision,itisimportantthattherebesomespecificphysicalorverbalcuethateverymemberusestoindicatepositiveornegativesupport.Itisalsoimportantthateveryoneindividuallybegivenanopportunitytoindicatehisorherviews.Silentmembers,orthosehangingback,needtobedirectlyengagedintheprocess.Failuretodosomerelydetractsfromtheeffectivenessoftheteamdowntheroad.
Agreement2:Attendance
Ataretailproductscompany,thecross-functionalteamsimplycouldnotreachanagreementonhowmanyofitsmemberswouldattendanygivenmeeting.Infact,theargumentreachedthepoint
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whereitcouldnotagreeonwhethertocometomeetingsontimeortostayfortheduration.Clearlysomethingelsewasgoingon.
Attendanceatmeetingscanbeaseriousproblemforteams,particularlywhentheyhaveaconsensusdecision-makingagreementthatrequiresthemtobepresent.Attendancecanbecomeatrapdoor.Iftheteamisfightingoverwhethertobeontimetomeetings,afarmoreseriousexaminationofunderlyingresistancesisneeded.Whatbecomescritical,then,ishowtheteamdecidestosetitspriorities,handleitsscheduling,andmanageitstime.
ArelatedissueforaCollaborativeWorkplaceisteamgrid-lock.Thiscanhappenwhentherearesomanyteamsoperatingbyconsensusthattheschedulesjamupbecauseofcrossovermembership.Itisimportantthattheorganizationasawholenotover-assignindividualstovariousteamsandthattheteamsbejudiciousinplanningthenumberandfrequencyoftheirmeetings.
Agreement3:IntentionandPurpose
EvenwiththebestOperatingAgreements,ateamcangetintotrouble.Oneleadershipteamthathadacompletelistofagreementsfacedanethicalissueinwhichonememberbegantochallengethehonestyofanother.Theargumentbecamemoreandmoreheateduntiltheteamdecidedtoreflectonwhatitsintentionwas.ItsIntention/PurposeAgreementwasto"createawin-winandcelebrateeachother'ssuccess"Withthatagreementinmind,itdecidedtotaketheargumentoff-lineandresolveitthroughthird-partyconsultation.Whenitdebriefedtheexperiencelater,itrealizedthatwithouttheIntentionAgreement,theteammightnothavesurvived.
Thedictionarydefinesintentionas"thatwhich[one]proposestoaccomplishorattain;enduringthestruggleandhardship;purposeordetermination"Soonerorlater,everyteamrunsintoasituationin
whichtheotherOperatingAgreementssimplydonotwork.Rationalanalysisdoesnotwork.Productivityisdown,moraleislagging,andteamspiritisatrisk.Whatmaybemissingisclarityabouttheteam'shigherpurpose,itsreasonforbeingthatismorethanjustthecontentofitstaskormission.Inthissense,the
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Intention/PurposeAgreementallowsmembersoftheorganizationtotranscendtheoldparadigm,tobreakthroughtheirownself-imposedlimitationstoachievefundamentalgroupsuccess.
Intentionisthestatementoftheteam'sprofoundbeliefinitself.
Agreement4:FullResponsibility
Jimmy,thecompany'snightshiftoperator,hadjustfinishedhisthird18-hourdayinarow,andasheleft,heforgottoclosethedrainagevalveonthesludgepipeattheplant.Theday'stoxicwasteranoffintothesound,killing50,000fishandcreatingapublicrelationsnightmareforthecompany.Thenextday,whenhereportedtohisteam,helearnedofthedisaster.Hiscolleagueswereunderstandablyfuriouswithhimforhisincompetence.Hehadruinedaone-yearsafetytrackrecord,jeopardizedtheirbonuspay,andembarrassedthemall.Whowasresponsible?TheteamblamedJimmy.Jimmyblamedmanagementformakinghimworksomanyhourswithoutabreak.Thetownblamedthecompany.ManagementblamedtheteamandJimmy.Sowhowastrulyresponsible?
IntheCollaborativeWorkplaceeachmemberoftheteamisfullyresponsibleforthesuccessoftheteamandthecompany.Failureatthislevelofmagnitudemeansthateveryonewasresponsible.Weareourbrother'skeeper,whetherwelikeitornot.Itdoesnothelptoblameanyone.
Ratherthanblamewhichproducesallkindsofdestructivebehaviorwhynotproblem-solve?Whynotshifttheparadigm?Wecanonlydosoinanenvironmentthatpermitsandevenrewardsrisktaking,innovation,andcreativesolutionstoproblems.Whenamistakeismade,theteamsurroundsthepersonwhomadeit,supportshimorher,andlooksforwaystoavoidsimilarmistakesinthefuture.
Fullresponsibilityalsomeansthatwehaveanobligationtoeachother
totakecareof,support,andtowatchoutforonean-others'bestinterests.Ifacollegueweknowwhodoesnotusuallydrinkbeginstostayoutlateanddrink,dowenothavearesponsibilitytosaysomething?Orshouldwesimplyshrugandsay,"Oh,
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that'snotmybusiness"?Wheredowedrawtheline?Shouldn'tsomeonehavetalkedwithmanagementaboutthehoursJimmywasworkingandofferedanothersolution,forexample?
Wecannotbefullyempowereduntilwearewillingtobefullyresponsibletobreakthroughourself-imposedassumptionsabouthowworkissupposedtogetdoneandtakeonallaspectsofthejobandthecompany'ssuccess.Thismeansthereismoralauthorityinourworkrelationships.Itmeanslearningtocountonandbehonestandforthrightwitheachother.Itmeanscoachingandcounselingoneanother,providingbackup,andevenmovingtopredictivemaintenanceofourworkrelationshipsanticipatingwhatmighthappenandputtingpreventivemeasuresinplacetoavoidaccidentsandmisunderstandings.
Agreement5:Communication
Weknowgoodcommunicationiscriticaltothesuccessofourorganizations.Butwhatdoesthatreallymean,particularlyinaCollaborativeWorkplace?Wecanthinkaboutcommunicationmorenarrowlyasaprocessorasetoftools.Wecanalsothinkaboutitmorebroadlyasacommitmenttosharefullinformationtoensurefullcommitment.
"MysteryHouse"orOpenHouse?
Peopleneedinformationtomakedecisionsanddotheirwork.Intheabsenceofadequateoraccurateinformation,theystillhavetomakedecisions,sotheywill"makeitup"Wecallthisthemysteryhouse.Inanorganizationwhereinformationisdistributedonlyona"needtoknow"or"oughttoknow"basis,therewillbekeypeople,manyonthefrontline,whodonotknowaboutwhatisgoingon.Inarapidlychangingbusinessenvironment,thislackofinformationcanonlyreducethecompany'soveralleffectiveness.
TheCommunicationsAgreementcancreateanopenhouse,acommitmenttofullandfree-flowinginformationona"wanttoknow"basis.Theagreementwillspelloutup-frontwhowillgetwhatinformationwithwhatfrequencyandaboutwhat.
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E-MailandVoice-Mail
TheCommunicationsAgreementcanalsoconsiderhowmemberswillcommunicatewitheachother.Forexample,someorganizationsarestillpaper-basedandformallycommunicatethroughmemos.Whenshouldmemosbesentandwhenshouldtheconversationbeface-to-face?Manycompaniesareusingelectronic-orvoice-mailorcomputer-basedgroupware.Networked,globalorganizationscannotgettheirpeopleface-to-faceasoftenastheywouldlike.Buthowdoweusethesemedia?Forexample,itisnotadvisabletouseeitherE-mailorvoice-mailtoresolveaninterpersonaldispute.Bothtypesofcommunicationsaregreat,however,forkeepingpeopleupdatedandmakinglogisticalarrangements.
Carefulattentionshouldalsobegiventotheuseofteleconferencesandvideoconferenceswhentousethem,howtoengagetheparticipantsnotinthemeetingroom,andhowtofollowthroughtoensurethattheresultshavebeenboughtinto.Irememberavideoconferenceinwhichparticipantsinthetwooutlyingcitieshitthemutebuttonandlateradmittedtheydidsobecausetheyfeltexcludedfromthemainstreamconversation.
ExternalCommunication
Aleadershipteamresponsibleforamajorchangeprocesswasholedupinconferenceroomsforthebetterpartofthreemonthswithatightlidontheproceedingstopromotefranknessandhonesty.Peopleintheorganization,tiredofbeingkeptinthedark,begantocirculaterumorsaboutwhatwasgoingonintheteam.Thisputpressureontheteamtoengagethemembershipbeforeitwasready.Whatshoulditsaytothemembers?Whatshouldittellitsbosses?Howshouldithandleitsinternaldifferencesoutsidetheroom?Whatshoulditsmessagebe?
Ineffect,everyteamhasitsownpublicrelationsfunctionthatneeds
tobediscussed,bothup-frontandaspartofitsregularmeetingsprocess.Itisusuallyhelpfultohaveanagreed-uponmessagethatwillbecarriedoutofthemeeting.Itisbettertohavesomeinformationgoingoutthannoneatall.Thiswaytheteamitselfisalignedandsuspicionsaboutitsworkarereduced.
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Agreement6:Confidentiality
Teamsneedtodecidewheretoplacetheveilofprivacyaroundtheirinternalproceedings.Ifeverythingiskeptconfidential,otherswillwonder.Ifthedirtylaundryisaired,thecredibilityoftheteamandtheintegrityofitsprocessesmaysuffersignificantly.Theteamhastoachieveabalanceappropriatetoitsspecificcircumstances.Usuallyteamsmakeadecisionnottoreportanypersonalopinions,differences,orconflictsthatmembershaveinsidetheteam.Someevengetmoreprotectiveandrefusetoreportanythingthatwillhurttheteamormakeitlookbad.
Incross-functionalteamswhosemembersstillreporttotheirunitordivisionbosses,thereisenormouspressuretotellallparticularlysinceperformancereviewsaredonebythatboss.Towhomshouldthememberbeloyalhim-orherself,theboss,ortheteam?Heretheintegrityoftheindividualandthemanager'scommitmenttotheprocessarebothtested.Willthebosstrustthedirectreporttodowhatisbestforthecompany?Thismustbesortedoutbothintheteamandbetweenthebossandtheteammember.
Agreement7:ListeningandFeedback
Peopleoftenlistenforwhattheywanttohearnottowhatisactuallybeingsaid.Weeachhavefiltersthatscreenoutinformationthatisdissonantwithourworldview,beliefs,orwaywethinkasituationshouldbehandled.TheListeningAgreementemphasizesthecriticalimportanceofwhatStevenCoveycalls"empathiclistening,"inwhichwelistenwithoureyes.*
IntheCollaborativeWorkplace,wealsotrytolistenforwhatisbehindwhatpeoplesay."People,"myofficemateoncetoldme,"nevermeanwhattheysay.Youhavetofigureoutwhattheyarereallytryingtotellyou,andthenrespondtothatmessage."By
listeningwithoureyesobservingnonverbalbehaviorandtrulytryingtounderstandwhatisbeingsaid,weopenupanewchannelforpeopletobeginbeingtrulyhonest.
*StevenR.Covey,TheSevenHabitsofHighlyEffectivePeople(NewYork:Simon&Schuster,1989).
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FeedbackasVerbalVideotape
Givingandreceivingfeedbackisequallydifficult.Wemaynotwanttobehonestabouthowwereallyfeelaboutsomeoneandrisktherelationship.Ingivingfeedback,ourintentmaybemisinterpreted.Sothesafestwaytooperateistonotprovideanyfeedbackatall.Asmymotherusedtosay:"Ifyoucan'tsaysomethingnice,don'tsayanythingatall."Similarly,receivingindividualfeedbackthatishonest,authentic,andcaringisdifficultbecauseitwillmostlikelychallengeone'sbeliefsandassumptionsaboutoneself.Asanexecutiverecentlytoldme,''ItwasnotuntilIsawmyselfonvideotape,givingatalk,thatItrulyrealizedthatmybeliefsabouthowIlookandbehaveweresimplynottrue"Increatingthefeedbackpartofthisagreement,theteamcanchoosehowitwillhandlethisprocess.Someadditionalskillstrainingcanalsobehelpful.Teammembersalsoneedtolearntogiveandreceivefeedbackinordertogrow.Ifwekeepquietaboutthingsthatarehurtingthepersonortheteam,theentireteamsuffers.
Agreement8:HonestyandHonor
"Seekthetruthandthetruthshallsetyoufree"isacommonrefrain.Butwealsoknowthattellingthetruthcansometimesgetyoufired.IamremindedoftheseniorvicepresidentofaFortune100companywhoonceaskedoneofhisdirectreportsafterameetingtobe"honest"withhimabouthisbehavior."Please,"hesaid,"IneedtoknowhowIcomeacross.Iwanttochangemybehavior.Ineedyourhelp.''Soshetoldhim.Itwasthelastmeetingtheyeverhad.
Welearnearlyontonottellthetruth.Infacttherearemanyshadesoftruthtelling,from"tellingthetruth,thewholetruth,andnothingbutthetruth,"to"whitelies,"toseriousstatementsmadebyhighpublicofficialsthataredeniedas"misstatements"thenextday.Wehaveeveninstitutionalizedthenotionthatthetruthiswhatisexpedient,
andhavefoundourselvesinsituationsinwhichwetrytonegotiatethetruthinordertoprotectourselves,ouremployees,ourteams,orourorganizations.Thetruthisusuallyalreadyknownintheorganization.Itjusttakestimeforeveryonetoadmitit.Forourownhonorandintegrity,wehaveanobligationtotellthetruth,particularlyifweexpecttobuildtrust-basedrela-
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tionships.TheHonestyandHonorAgreementcanbecomeveryrevealing.Howdoweknowwhensomeoneisnottellingthetruth?Whoarewetojudge?Isthisgroupthink?
Asasocietyandinbusinesswesometimesletdiscussionsofhonestyandhonorslipfromtheradarscreen.Thetopicisverymuchaliveinoureverydayactionsandpractices.Weneedtokeepithighontheagendaofconsciousdiscussion,nomatterhowuncomfortableitis.Incomingtotermswithourdifferentperceptionsofthetruth,weraisethelevelofdiscourse,cometrulytoalevelofprinciple,andincreasetheprospectsthatwemaybehavewithhonoranddignity,notonlyasindividualsbutalsoasteams,groups,andorganizations.
Agreement9:ProblemSolving
Whenateamtacklesproblems,itneedstodistinguishbetweenacontentandprocessproblem.Weusuallyinterpretproblemsintermsofthetaskwehavetoaccomplish.Theyhaveacontentcomponent.Butjustasmanyifnotmoreproblemsinvolveinterpersonalandbehavioralissues.Asaconsequenceofourbiasinfavorofcontent,teamsmayfindthemselvesinrational-analyticdiscussionsaboutthingsthathavelittleornorelevancetotherealproblem.Problemsaremultifacetedandneedtobetreatedassuch.Theyrequireprocessconsciousnessandawillingnesstoaddresstherealitiesoftheseissues.
Nosolutioncanbebetterthanthedefinitionoftheproblem.Weneedtoinvestup-fronttimeinproblemdefinition.TheProblem-SolvingAgreementneedstocreateaprocessthatenablesteamstolookfor"trueNorth"i.e.,togetasclosetodefiningtherealproblemaspossible.Thismeansthatwemustdispensewithourusualinterpretationsandgettorootcauses.NASAlearnedearlyonthatthebestanswerstocomplexproblemswerefoundthroughthesynergyoftheteam.Engagingthefullteamprovidesasystemofchecksand
balancesthatpreventsanysingleindividual'sinterpretationsofrealityfromdominatingtheprocess.
Agreement10:ConflictResolution
IntheDynapCorporation,amajormarketingorganizationwaslocated100milesfromtheproductdevelopmentgroup.Froma
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businessstandpoint,eachneededtheothertogivefullservicetotheirclients.Twoindividuals,oneineachgroup,hadhadafallingouteightyearsbefore.Theynevertalkedaboutit,letaloneresolvedit.Withinashortperiodbothgroupshadbecomefocusedontheirside'sbeingright.Theconflictappearedirreconcilable.Butdiditmatterwhowasright?Wherewasthecustomerinallthis?
Howoftenhaveweheardtheexpression"Nevergotobedmad"?Inbusiness,wewoulddowelltooperatebyasimilarmaxim:"Neverleaveworkmad."Inorganizationswherepeopledonotresolvetheirconflicts,thereisatendencytoholdontobadfeelings,tolistthepointsatissueinmental"dossiers"onFred,Carol,andRichard,andtocollectcorroboratingevidence.Conflictsbecomegrudges,"votes"arecollectedonthecharacterofcertainindividuals,andinformalnetworksareusedtoisolatethoseindividuals.Agrudgecanbecomeavendetta,andwhatwasoncejustasmallissuecanbecomeaninsurmountablebarrier.
ConflictResolution
IftheIsraelisandPalestinianscansitdowntogetherandtalkpeace,thenanyconflictatworkcanberesolved.Therealquestionisdowewanttoresolveit?Wehavetogenuinelywanttoendaconflictbeforeitcanberesolved.Itishelpfultoknowthateveryconflicthasalifecycle.AsFigure3-3suggests,thereisusuallya"presentingsituation"thatcanescalateintoasignificantdifference.Ifthedifferencecannotbeeffectivelyaddressedearlyon,theescalationprocesscontinues.Butwhenyouarereadytoleavetheroom,iswhenyoumuststayknowingthatthecrisiswillpassandthatoftenpeoplejustneedtobetrulyheard,toventtheirfeelings,andtogettheangerout.Thatiswhenyoucanyoumaketheinterventiontobeginresolvingthedifferences.
BeingRightvs.BeinginRelationship
Thecostofbeingrightallthetimeisthatweloseourconnectionwiththeotherperson.Whatdoesthatprove?Whatdifferencedoesitmake?Maybeheorsheiswrong.Maybewejusthaveadifferentinterpretationofwhathappenedandthatiswherethecauseoftheconflictlies.
Inahigh-levelinformationsystemsteam,Sarahrefusedtosit
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Figure3-3.Theconflictcycle.
acrossthetablefromornexttoMarilyn.Itgotratherawkward,sincetherewereonlyninepeopleontheteam.AftertwodaysofworkingthroughtheirOperatingAgreements,thetwosatdownoverdrinksafterdinnerandtalkedlongintothenight.TheydiscoveredthatSarahhadthoughtMarilynwasresponsibleforherdemotionthreeyearsago,whileMarilynhadthoughtSarahwasarude,angryperson.SarahdidnotknowthatMarilynhadabsentedherselffromtheperformancereviewbecauseofaconflictofinterest.Theywerebothright,butnotinrelationshipwitheachother.Fromthatmomentonthetrustbuiltandtheirorganizationsbegantoworkcloselytogether.Theyrealizedwhatawasteoftimeandenergythethreeyearsofmisunderstandinghadbeen.
DirectDealingsastheKeytoSuccess
TheCEOdidnotliketheuseofhiscompany'strademarkbyhisstrategicalliancepartner,soheaskedhislegaldepartmentto"handleit:'Butwhentheothercompany'sgeneralcounselreceivedtheformalletteraboutusingthetrademark,hehittheroof.Thelegalmissileswereexchanged,andthealliancenearlycametoastandstilluntiltopmanagementatbothcompaniessatdown
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inprivatetoresolvethedispute.Significantdamagetomutualtrust,however,hadbeendone.Whyhadn'ttheCEOsimplymadeatelephonecallordealtdirectlywiththeotherexecutive?Fear?Discomfort?Itisamazinghowmanyofourbusinessrelationshipissuescouldberesolvedeasilyifweonlytookthetroubletositdownandtalkface-to-faceaboutourconcerns.Betteryet,wecouldhaveanagreementtodealdirectlywitheachotheronallconflicts.
Avariationonthisthemeiscalled"triangulation"talkingtoathirdpartyaboutacomplaintinsteadoftalkingdirectlytotheindividual.Withinhourstheinformalnetwork,orgossip,hasrenderedajudgmentaboutthatindividual'scharacter.Directdealingssolvethisproblem.
TheImportanceofTiming
Wealsotendtoletourconflictssimmer,asinthemarketingexamplepreviouslydiscussed.Whengarbageislefttorotonthesidewalkduringasanitationstrike,thepossibilityofdiseaseincreasesdaily.Inbusiness,weareoftenwilling,forvariousreasons,toletourconflictsremainunresolvedfordays,weeks,evenyears.Theruleofthumbhereistohaveanagreementtoaddressconflictsasclosetotheeventaspossible.
Agreement11:Risk/Forgiveness
IttookThomasEdison10,000mistakestoinventthelightbulb.Attheriskofhavingtobeforgivenforquotinganiconofearlychildhoodeducation,BigBirdofSesameStreetfamehasasongthatstartswiththeline:"Everyonemakesmistakes,ohyestheydo"Me,makemistakes?You'vegottobekidding!Wethinkwecannotaffordtomakemistakes,soweputthebrakesonallrisk-takingbehavior.Butwithoutrisk,wecannotbefullyentrepreneurialandinnovative,andwelosecompetitiveadvantage.
AskingforForgiveness,NotPermission
Formiddlemanagersinparticular,thereisnotalotofroomtomakemistakesinaneconomicenvironmentwherewemustdomorewithless.Inanenvironmentoffear,itisnotlikelywewill
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riskmakingamistake,becomingvisible,andhavingtheincidentbecomeaseriouscareerevent.Onewaymanagementisdealingwiththeriskissueistosay:"It'seasiertoaskforforgivenessthanforpermission."Thisspeakstothedeepleveloffrustrationfeltbymanymanagersaboutcorporatebureaucracyandthesensethat,sincetheanswerwillprobablybenoiftheyaskforpermission,it'sbetternottoask.
Theparadoxisthattoachievecompetitiveadvantage,wemustrisk,makemistakes,andlearn.Nopain,nogain.Weneedtobewillingtolosewhatwehaveinordertoachievecompetitiveadvantage.Todothatweneedtocreateaworkplacecultureinwhichpeoplewilleagerlyrisk,innovate,andcreate.Thismeansthatmanagement,owners,andshareholdersmightconsiderlookingmoreatthelong-termresultsofthebusinessandencouragingtheirmemberstorisk.Riskingbehaviorcanevenberewarded,aslongasitisunderstoodthatpeoplemustlearnfromanymistakestheymake.
CreatingaLearningEnvironment
Mostofusneedpermissiontoadmitwedonotknowitall,thatwedomakemistakes.TheparadigmshiftintheCollaborativeWorkplaceistomovetowardaworkenvironmentinwhichtheworkforcefeelspsychologicallysafeinwhichfearandcompliancearereplacedbymutualsupportandlearning.IntheRisk/ForgivenessAgreement,theteamneedstoconsidercreatingaprocesscalledblanketamnestyinwhichindividualsareencouragedtocomeupwithnewideasandacknowledgemistakeswiththeteammembersactivelyconsideringnewandinnovativewaystolearnandgrowthecompanyfromthoseexperiences.Theselessonsarethendocumentedandperiodicallyreviewedtoensurethattheyarecodified.Then,everytwoyears,exceptformattersofhealthandsafety,theteamthrowsthecodeawayandstartsalloveragain.
Agreement12:TeamOperations/Roles
Withleadershipinacollaborativeteambeingafunctionratherthanaposition,theteammayexperienceasignificantdisconnectforawhileabouthowtodospecificlobsthatthe"leader"usedto
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perform.WewilltalkaboutthesevariousrolesinChapter4,butitisimportanttomentionherethatthetasksofmanagingateamanditsday-to-dayoperationsstillneedstobeperformed.IntheTeam/OperationsAgreement,theteamsortsouthowtheseresponsibilitieswillbehandledandbywhom.Theroleofthe"contact"personisparticularlyusefulinthatheorshecantakeonthelogisticalmeetingdesignandfacilitationfunctionsforaperiodof,say,threetosixmonths,andthenthepositioncanberotated.Thisprocessincreasesthelevelofcapabilityandserf-confidenceamongallmembersaseachtakesturnhandlingoneofthemostcriticaljobsinanycollaborativeteam.
Agreement13:Coaching
Manypeoplethinkofcoachingstrictlyintermsofsports.Thecoachissomeonewhotellsuswherewewentwrong,encouragesustodoourpersonalbest,andgivestheplaystotheleader.IntheCollaborativeWorkplace,coachingtakesonaverydifferentflavor.First,coaching,likeleadership,isafunction,notaposition,andliketheotherleadershipresponsibilitiesoftheauthority-basedleader,thecoachingroleneedstobeshiftedtotheteam.Second,eachmemberatthesametimebecomesacoachinthesenseofprovidingmutualsupportandbecomingfullyresponsibleandaccountableforthesuccessoftheteamandcompany.Third,coachingisanobligationbasedonmutualrespect,whichwetakeseriously,alwayslookingforenhancementsinourproductivityandeffectiveness.
TheCoachingAgreementspellsouttheprocessbywhichthecoachingfunctionwillbeshared.Theprocessagreedtowillprobablyincorporateoroverlaymanyotheragreementsalreadyreached,suchastheListeningandFeedbackAgreement.Addressingtheissueofhowtheywillapportiontheresponsibilitiesofthecoachingrolewillhelptheteammemberssortouthowtheywillachievesomedegreeof
equality.
Agreement14:Accountability
Inahierarchicalorganization,beingheldaccountableisusuallyanegativeexperienceandsomethingtobefeared.Itinvolveshaving
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todefend,CYA,orproviderationalargumentsforactions.Peopleoftenhidebehindpaper,process,orpositiontoavoidbeingheldaccountable.ButintheCollaborativeWorkplacetheyrealizethattheydonotneedtohide.Theycanlookforwardtoopportunitiestoengagetheircolleaguesinanhonestconversationabouthowagoalwasorwasnotaccomplishedandhowitcanbedonebetter.
IntheCollaborativeWorkplace,eachteammembertakesfullresponsibilityforthesuccessoftheorganization.Itisaplacewherewecanmakemistakesandlearn.AccountabilityissomethingIchoosetodomyself,withouthavingtohideorfearbeingcaught.InChapter2,wediscussedthespecificwaysinwhichmemberscanholdthemselvesandothersaccountablethroughpersonalintegrity;directdealings,coachingandcounseling;andadministrativeaction.Justbecausepeoplearecommittedtoholdingthemselvesandothersaccountable,however,doesnotmeanthatitwillautomaticallyhappen.Thereareconsequences.Whatmighttheybe?
AttheBusinessLevel
Whenaworkforcechoosestobeginoperatingcollaboratively,itcannotforgetitsbusinessobligationtoproduceonthebottomline.PeoplesExpresshadaveryempoweredworkforce,butitwentoutofbusiness.Thereareconsequencesineveryorganizationforthefailuretoperformandmeettheneedsofthemarket,thecustomers,andtheshareholders.InaCollaborativeWorkplace,weuseatoughtestforaccountabilityinthemarketplace:thestrategicalignmentmethod(tobediscussedinChapter5).Thismethodengagestheentireorganizationinacollaborativeprocessthatresultsinacleardeterminationofthebusiness'uniqueandvalue-addedroleandcompetitiveadvantageinthemarket,andthatensuresthatallkeystakeholdersarealignedaroundandownitsstrategicdirection.Effectivealignmentwillmeanthatthemembersoftheorganization
willlearnfromitsmistakes,takeresponsibilityforthesuccessofthebusiness,anddeterminetogetherthemostappropriatecourseofaction.Thisprocessdoesnotabrogatethetraditionalroleofleadership.Rather,itenhancesandempowersthenewleadershipfunction.
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Figure3-4.Empowermentandaccountability.
AttheTeamLevel
Manyindividualsandteamshaveoverreactedtotheideaofempowermentandconfuseditwithautonomousaction.Afteryearsofbeingtoldwhattodo,theopportunitytodowhattheteamthinksisright,inspiteofmanagement,isalmosttoogoodtopassup.Butallowingthependulumtoswingtoofaronewayortheothermissesthepoint.AsFigure3-4suggests,wemusthaveempowermentwithaccountability.Thisisachievednotonlybythestrategicalignmentmethod,butalsobytheOperatingAgreementsprocess,whichensuresacommitmenttoteamaccountabilityforbusinessresultsaswellaseffectiveness.
AttheInterpersonalLevel
Ifwearenotaccountabletoeachotherinourworkrelationships,theymayremainbrokenforsometimeandadverselyaffecttheteam'soverallfunctioning,itscredibility,and/oritsintegrity.Theteamneedsaprocesstofixbrokenrelationshipsthataffectitssuccess.
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AttheIndividualLevel
Theconsequencestousfornotholdingourselvesaccountablecanbesubstantial.Ifweare"outofintegrity,"soonerorlateritwillcatchupwithusinourworkrelationships.InaCollaborativeWorkplace,theaccountableindividualseekscoaching,counseling,orothersupportiveservicestogrowthroughthebehaviorsandattitudesthatarecreatingthedisconnects.
Agreement15:Amendments/Renewal
Nothingisevercastinconcreteexceptourprinciplesandvalues.Becauseweneedtheflexibilitytorisk,learn,andgrow,wecanamendourOperatingAgreementsatanytime,aslongasconsensusisusedinarrivingattheamendments.Oftentimes,teammemberswillgothroughthisprocessovertheperiodofseveralweeksormonths,beginbehavingaccordingly,andtrytoadapttheagreementstorealworkcircumstances.Thentheyfindouttheyeitherdonotfullyunderstandhowtoimplementthem,didnotfullyunderstandwhattheyhadagreedto,ornowdisagreeandwanttorevisethem.Thereneedstobeanopenagendaitemallowingeverymembertherighttobringupanamendmentatanytime.
Withtime,eventhebestteamsbegintotaketheiragreementsforgranted.Afteraboutfourtosixmonths,thegroupgraduallybeginstoforgetwhattheyagreedto.Situationsemergethatchallengethegroup'smemoryastowhattheyhaveagreedto,andoftentheyslip.Keeptheagreementsinfrontoftheteamateverymeeting.Within24months,theagreementsmaylosesomeoftheirrelevance.Therewillbenewpeopleontheteamwithnewdynamicsandneeds.Therewillbenewissuesandworkrelationships.Productsandserviceswillhavechanged.Customerneedswillhavechanged.Itwillbetimetoreviewandrenew.UseablanksheetprocesstorenewtheOperatingAgreementseverytwoyears.
TheOperatingAgreementsProcess
ImagineateamsittinginaroomfortwotofourdaysoffacilitatedworkcreatingitsOperatingAgreementsBothinsidetheroomand
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out,membersoftheteamengageinsubstantiveconversationsaboutmeaningsofterms,values,beliefs,andhowtheywanttobetreatedbyeachother.Theconversationgetsheatedattimes,funnysometimes,andseriousatothertimes.Atonepointthereisasignificantdifferenceofviewonatopicandamemberdigsinhisheels.Peoplecomplainthatitistakingforevertogettheagreementscompleted.Breaks,meals,andoff-lineconversationsdonotseemtodissuadethedissentingmemberfromhisposition;theteamfeelsithasreachedanimpasse.Aftertwohours,manyarereadytostranglethedissenter,butknowthatitmighthavebeenthem(andcouldbeinfuture).Sotheymakeaconsciousdecisiontopersist.
Carefullyandskillfullytheteamnarrowsthegapinthedifferencesandworksthrougheachofwhatsomefeelarepettyortechnicalissues.Stillitisnotenough.Theprocessgoesonforanotherhour.Itisnotworking.Thetensionrisesagain.Somepersonalthingsaresaidaboutthedissentingmember.Thereisastrongreaction.Then,outofdesperation,theteamusessometoolsinitscollaborativetoolkitthatallowittogetbehindalltheobjectionstothedissenter'scoreissues.Theyareemotional.Theyrepresentexperiencesandpainthispersonhadfiveyearsagowhenhefirstjoinedthecompany.Havingreallybeenheardandrespected,withtherootcausediscovered,themember'sresistancedissipatesandtheagreementisreachedinamatterofminutes
Whatwasneededfortheteamtobesuccessful?Patience.Persistence.Empathiclistening.Atotalcommitmenttothesuccessoftheprocess.Toleranceforoneanother'sdifferencesandstyles.Sometools.Andaskilled,resourcefulfacilitator.Itworked.
Theresultswereonseverallevels:
Culture.Theteamagreedtoasetofvaluesthatrepresentedwhatwasimportantanduniquetoitasagroupandhowitwouldoperate.
Itnowownsthemandwillberesponsiblefortheirimplementation.Throughthisexperienceofstruggleanddiscovery,anewleveloftrusthasbeencreated,andintegrityandrespectforeachotherhavebeendemonstrablyincreased;acollaborativeculturehasbeencreated.
Process.Theteammembersknowtheycanworkthroughtheirdifferenceswithoneanother;confidencehasrisen.
Content.TheteamhasitsOperatingAgreements.Thissitua-
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tionpointstosomecriticalsuccessfactorsthatenabletheprocesstowork.
CriticalSuccessFactors
ThereisapatternamongteamsthathavesuccessfullycreatedandimplementedtheirOperatingAgreements.Fivecriticalsuccessfactorshavebeenidentified.
KeyRules
First,allagreementsmustbereachedwithtrueconsensus.Second,everyonewhoisontheteamandhastolivebytheagreementsmustbethereinperson.Theprocesscannotbedoneoverthephoneorbyproxy.Nosubstitutions.Third,askilledfacilitatorisneededtoworktheteamthroughtheprocess.Itisessentialtohonorthesethreekeyrules.
GivingItAlltheTimeItNeeds
Asonemembersaidataleadershipteammeeting,''ThethingaboutOperatingAgreementsisthatyoueitherpaynoworpaylater,butyouwillpay.Thechoiceyouhaveisnotwhetheryouwillpay,butwhatyouwanttopayandwhen."Youpayup-frontintermsoftime,oryoupaylaterintermsoflostproductivity,tension,anger,conflict,andlossofteamspirit.
Inourculturethereisalotofpressureto"justdoit"fast.Inthiscontext,OperatingAgreementsareatbestseenasjustanothercontenttaskwhich,iftackledquickly,canbedoneinlessthananhour,andatworstmightbeanobstacletotheteam'ssuccess.Thisapproachwillnotresultinacollaborativeculturenorsignificantlyimprovetheteam'sefficiencyoreffectiveness.
Weareshiftingtheculturefromoneofindependentaction,competition,andconflicttooneofmutualaccountability,
collaboration,andlearning.Ittakestimeforpeopletorealigntheirexpectationsofthemselvesandeachother.Normallyittakestwotofourdaystogettheinitialsetofagreementsdeveloped,butseveralmonthstoensurethatbehaviorsareconsistentwiththeagreements.Iftheteamtakesshortcuts,theprocesswillnotwork.Itis
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deliberateandstructuredand"takeswhatevertimeittakes"fortheteammemberstoworkthroughtheirdifferenceswitheachother.
StruggleandDiscovery
Theprocessofcreatingateam'sOperatingAgreementsisperhapsthemostimportantstart-upactivitytheteammemberscanengagein.Itisintheirstrugglewithoneanotherandintheirdiscoveryofhowtheycanworkthroughtheirdifferencesthattheylearnawholenewlevelofhonest,candor,andtrust.Trustisthegluethatholdsanyorganizationtogether.
Byactivelyengaginginthestrugglewithourownassumptionsabouthowtomanageabusiness,challengingthoseassumptions,andthenredefiningthemsoweallwin,wecanbreakthroughtheshacklesofthehierarchicalparadigmandestablishawholenewlevelofrelationship,trust,andworkeffectiveness.
ToleranceforAmbiguityandAdversity
Aswesawintheteamexampleabove,itiscriticalthatwhenoneormoremembersofateamarehavingdifficultyaboutaparticulardecision,agreement,orissue,theothersrallyaroundthem,listen,andcreateasharedunderstandingoftheissueanditsresolution.Inconfrontingourownintoleranceforothers,welearnaboutourselves.Inourimpatiencewiththeambiguityofcreatinganewculture,wecomeface-to-facewithwhatdrivesandmotivateseachofus.Aswitha"hungjury,"itiswhenwearereadytowalkoutontheteamthatweabsolutelyhavetokeepourfeetintheroomandworkthroughourdifferences.Thatishowwediscoverourselves,ourstrengthasateam,andthepoweroftruecollaboration.
IntegrityandCompleteness
Youmighthearpeoplesay,"Let'sdoitinoneday.Let'sdoa'straw
thought'off-line,bringitin,processit,andgetouragreementscompletedmorequickly.Itrustyouguystogetitright.Afterall,we'veknowneachotheralongtimeandhaveal-
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waysworkedwellwitheachother."Thesestatementsaremoreoftentherulethantheexception,andprovideachallengetotheteamsponsoroftheprocessandthefacilitator.
Forexample,oneteamthattookashortcutbyhavingtwomemberscreateastrawthoughtactuallyendedspendingmoretime.Whenitwaspresented,teammembersbegantotakestrongexceptiontothethinkingandassumptionsofthetwoindividuals.Inanotherteam,themembershadknowneachotherfor15years,butwhentheygotintotheprocess,theyquicklyrealizedthattheydidnotknoweachotheraswellastheythought.
NoShortcuts
OperatingAgreementshavetobeexperiencedtobeownedandtohavevalue.Wearenotcreatingpopartculture.Itisnotasuperficialprocess.Weareengagedinthecreationofthenewculturalfoundationforbuildingtrust,mutualrespect,andindividualvalue.Trusttakestime.Wegetthebehaviorwecreate,sowemustcreateitcarefully.
RecommendationsforCreatingOperatingAgreements
Whethertheteamiscross-functionalorsingle-function,project-basedorlong-term,neworold,adhocorpermanent,thefollowingrecommendationsapplyastheteambeginsitswork:
Ensuringclearsponsordirection.Besureyouhavecleardirectionandacharterfromyourteamsponsor.Thischartershoulddefinethetask,thedeliverables,andanyboundaryconditions,suchastime,money,anduseofotherresources.Periodicmeetingswiththesponsorensurealignmentandavoiddisconnectsdowntheline.
Preparingfortheprocess.Identifyaskilledfacilitatorwhounderstandsgroupandteamdynamicsandthecollaborativeprocess.Findalocationon-siteoroff-sitewheretheteamwillbeundisturbed
duringtheprocess.Thiswilltaketwotofourdays,andmayoccurinseveralsessionsoveraperiodoftime,soitisbestifthesamelocationcanbeused.Itmustbequietandkeepmembersfreefromanydistractions.
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Conductingtheprocess.Applythecriticalsuccessfactorspreviouslynotedasyoumovethroughtheagreementsprocess.Flip-charteverythingandcreateaworking"memory"oftheresultstoensurethatyouareallagreeingtothesamething.Clarifymeaningsofwordstoavoidmisunderstandings.
Aftertheprocess.Oncetheinitialagreementsarecompleted,postthemonthewallinfrontoftheteamateachmeeting.Someteamsputthemonalaminatedcard.Afterthreemonths,reviewtheagreementstoseehowtheyareworking.Ameetingshouldbededicatedtoevaluatingyourexperience,makingupgrades,andrecommittingtotheagreements.
Summary
Trustistheglueinthenewworkenvironment.Buthowdowegetit,andifwehaveit,howdowekeepit?Trustisanoutcomeinourrelationships;itissomethingthatresultsintheworkplacewheneveryone'sbehaviorisbasedonthecorevaluesoftheCollaborativeWorkEthic.Therearethreefundamentalingredientsthatmustbepresentifthereistobetrustintheworkplace.First,thereneedstobearecognitionthattheculturemustchange.Authorityandcommandnolongerworkinproducinghigh-performanceorganizations.Second,thereneedstobeawillingnessonthepartofmanagementtocreateanewcovenantwiththeworkforce,acovenantbasedonthecorevaluesofcollaboration.Third,themembersofteamsandgroupsofallkindsacrosstheorganizationneedtoengageinthecreationoftheirnewculturebyestablishingOperatingAgreementsbasedontrueconsensus.Inthisway,wemovebeyondthegamesandtechniquesusedtoacquireandusepower,beyonddysfunctionandconflictinourrelationships,andtowardaworkplaceoftrust,integrity,andauthentic,genuinerelationships.Inthisnewenvironment,ournewworkplaceculturebecomesanassetandnotaliability.Wefinallygetto
collaborateinternallyandcompeteexternally.
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4CollaborativeLeadershipThefirstresponsibilityofaleaderistodefinereality.Thelastistosaythankyou.Inbetweenthetwo,theleadermustbecomeaservantandadebtor.MaxDePree,LeadershipIsanArt
Itwastimefortheconsultingassignmentwiththeinformationsystemsleadershipteamtoend.Theconsultantshaddonewhattheyhadsetouttodo:Theorganization'sculture,workprocesses,andstructurehadbeentransformedintoacollaborative,team-basedbusinessfocusingonthecustomer.Intheclose-outmeeting,oneofthequestionswas:Whoistheleader?Whowillcarryforwardthemomentum?Whowillidentifytheinterventionsneeded,bethecatalyst,andensurethereisfollow-through?
Theanswerwasnotexpected:"Wearetheleader!""Howcanthatbe?"theywereasked.Theresponsewasinsightful.Henrysaid,"IfJeffisn'there,wemisshisabilitytochallengewhetherweareheadedintherightdirection.IfSarahisn'there,wemissherfacilitationskillsandinterventions.IfJohnisn'there,wemisshisanalyticthinkingandwayofkeepingourfeetontheground.Infact"Henryaddedwithalaugh,"ifJohnisn'there,weknowhisthinkingwellenoughtoanticipatethekindsofquestionshe'draise,askthem,andthencheckbackwithhimwhenhereturns."AsHenrycontinued,acknowledgingwhateachindividualbroughttotheteam,themessagewasclear:Leadershipisafunctionperformedbymany,notapositionheldbyone.Itisnolongeracceptabletodemandormandate.Wemustinclude,engage,andinspire.
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IntheCollaborativeWorkplace,anyonecanbealeaderatanygivenpoint.Leadershipasafunctionissituational;itdependsoncircumstancesandnotonposition,power,orauthority.Thisnotionofleadershippresentsuswithaparadox.Inourcurrentmind-set,leadersareexpectedtotelluswhattodo.Theyrisethroughtheranksasaresultoftheirexpertise,skills,andabilitytomanagecorporatepolitics.Inthecollaborativemind-set,peopleinleadershiprolesareexpectedtoengagetheworkforceinbuildingownershipforthecompany'sstrategicdirection,tobepartofaflatterstructure,andtobuildopenandtrust-basedworkrelationships.Asaleader,whataremynewroles?HowamIsupposedtobehave?IfIamwillingtochange,howdoIshiftfromthehierarchicalmind-settothecollaborativeapproach?
Thischapterisdesignedtoexplorethesequestions.Wewillfirstlookatthemind-setshiftneededtofunctioneffectivelyinthenewworkenvironment.Thenwewillconsidertherolesandresponsibilitiesofcollaborativeleadersandfollowitwithadiscussionofthebehaviorsthatareexpectedofthenewleadership.Finally,wewillsuggestaseriesofstepsyoucantaketodiscoverwhetherthecollaborativepathisforyou.
ShiftingtheLeadershipMind-Set
Oldhabitsdiehard,Hierarchicalthinkingisadeeplyembeddedmind-set.Formanyofus,itrepresentshowwehavecometoviewourselvesandalifetimeofhabitsonhowwegetaheadintheworld.Itisdifficulttochangebehaviors,attitudes,andleadershipstyles.Infact,thepainofnotchangingusuallyneedstobegreaterthanthepainofchangingifthereistobeanyshiftatall.Itisaverypersonaldecision,butonethatcanbethoughtfullyconsidered.Let'slookatsomekeyelementsofthismind-setshift.
RecognizingManyLeaders,NotJustOne
Ourcultureisgearedtowardtheidentificationanddevelopmentof"heroic"leaders,menandwomenwhowillprovideusdirectionandrescueusindifficulttimes.Evenwhenchildrenareasyoungastwoorthreeyearsold,youcanhearpreschoolteacherssay,
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"Thatchildisaleader."Weplaceanextraordinarilyhighvalueonleadershipbasedinauthority,eitherinformalorpersonal.Butinvaluingtheroleoftheleader,wesometimesconfirmourowndependencyandvalidatetheviewthatweourselvesarenotresponsibleforoutcomes.Wecanfallintothetrapofseeingleadershipasapositionheldbyonepersonratherthanafunctionsharedbymanypeoplewhoseleadershipabilitieswillemergeasneeded.Unfortunately,bybuyingintowhatcanbecalledthe"AssumptionofOneLeader,"wecantacitlydisempowerourselvesandoneanother.
Wehavealsobuiltintoourworkcultureanevenmoredisempoweringassertion:"Lead,follow,orgetoutoftheway."Thishomilyportraysaworkculturethatiseffectivelyvictimizingitselfbytheassumptionofoneleader,thatsays:
Thereareleadersandtherearefollowers,andtheyareneverthesamepeople.
Ineveryorganizationorgroupthereisoneleader;wehavechosenthatleaderforhisorherexpertise,wisdom,orskill;wemustgivethatleaderachancetosucceedorfail.
Leadershipequalsauthorityequalscontrolequalspower.
Onlyonepersonshouldandcanbeheldaccountable.
Leadersgetpaidtomakethetoughdecisions.
Wemustdefertotheleaderevenifthatpersonisheadedinthewrongdirection;itisnotmyresponsibility.
Itisunwisetochallengeleadershipunlessyouarereadytolookforanotherjob.
TheneteffectoftheAssumptionofOneisnotonlytodisempower
theworkforcebuttoputacapontheproductivecapacityofthecompany.ThisAssumptiontellstheworkforcethattheyarenotinchargeandhavelittlevalue.Itdisregardstheinherentleadershipcapacitiesofotherteammembersanddeliversthemessagethateachindividualhasonlycertainskillsandshouldsticktoaparticularrole.
Therealityofleadership,particularlyintheglobalmarketplace,isthatitisafunction,notaposition.Itisa"we,"requiringthefullapplicationofmanypeople'sskillsandtalents,bothasleadersandasfollowers,toensurethesuccessoftheorganiza-
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tion.Everyonehasapieceoftheleadershippie,andeveryoneisvalued.
IntheCollaborativeWorkplace,leadershipisbeingredefinedusingadifferentassumption,theAssumptionofMany.Inthisassumption,eachofushasleadershipqualitiesthatemergewhentherightmomentarisesforus.Leadershipissituationalandevolvesovertimeaswelearntotakeonmoreandmoreresponsibility.
GivingUpControlandEngagingtheHeartandSpirit
ThevicepresidentforinformationsystemsattheDyNexCorporationlookedoutoverherspectaclesandsaid:"Ihaveworkedveryhardfor20yearstogetwhereIam.I'vesacrificedeverything.Nowwe'remakingaprofit,andI'llbedamnedifIamgoingtogiveupcontrolnow."Itwastrue.Shehadbeenthroughalottogethertitle,responsibilities,andrespect.Shehad500peoplereportingtoher,andbecauseworkwasherlife,itreallydidfeeltoherasthoughcollaborativeleadershipmeantgivingupcontrol.
CEODennisLongstreetofOrthoBiotechfeelsthatwhenyoustartachangeprocess,yougiveuptheabilitytomakefirm,harddecisionsandtakeachancethatemployeesmayleadyouwhereyoudon'twanttogo.Butmostoftheworkforcewantthesamethingsmanagerswantbecause"everyonewantstosucceed."Givingupcontroliswhatitfeelslike.Weassumewemusthaveatightreinonthingsorthecompanywillnotbeefficient.Ifwegiveupcontrol,thislogicsays,wearemorelikelytofail,andthatisnotacceptable.Besides,otherpeoplecannotbetrustedtodothejobright,eventhoughtheyarebright.Bonusesandthefuturedependondoingthejobright.
InaworkculturebasedontheAssumptionofOne,aleaderexpectstotalcontrolandtheprerogativesthatgoalongwithit.Controlissomethingalwaysretained.Itistheleader'schoicewhetherornotto
giveitawayordelegateit.Asonecorporateteamsaidasitwastryingtodecidehowitwouldmakestrategicdecisions,"Ifallelsefails,wewillgivethedecisionbacktoourmanager"
Butdoestopmanagementreallyhavecontrol,orisitjustanillusion?ThinkbacktoourbasicassumptionsinChapter2about
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howworkgetsdone.Itistheworkforcethatdecideshowtheworkgetsdone,nomatterwhatleaderthinksheorsheisincontrol.TheCollaborativeWorkplacerecognizesthat,inreality,controlrestswitheveryoneintheorganization.Leadershaveinfluence;veryfewhavethedegreeofcontroltheythinktheyhave.Asaresult,theabilitytoeffectivelydirecttheorganizationisafunctionoftheleader'sabilitytoengagetheworkforce,tobuildvalue,andtocoach,support,andguidepeopletoachievethedesiredresults.Thisprocessrequiresnewunderstandings,skills,andcapabilities.Control,intheCollaborativeWorkplace,isasharedresponsibility.
OffloadingtheStructure-FirstMind-Set
TheexecutiveofaFortune500corporationusedthestrategicplanningretreattosurveythecompany'smarketposition.Oneclearconclusionwasthattheorganizationwaslosingmarketleadershiptocompaniesthatwerefarmoreefficientandbetterstrategized.Thecompany'sprofitsweredeclining,itsmarketsharewasoff5percent,anditskeycustomersweretalkingaboutleaving.Whatshoulditdo?
UsingwhatIwillcallastructure-firstmind-set,theexecutivewouldseetheproblemasreducingcostsintheshorttermtoachievelong-termcompetitiveadvantage.Accordingly,theCEOwouldorderlayoffsaswellasareorganizationofthebusiness'corefunctions.Thecompanywouldprobablycallinabigmanagementconsultinghouse,askforastudy,andimplementmanyorallofitsrecommendations.Throughout,theobjectivewouldbeshort-termcostreductionandsendingoutaclearsignalthatthisexecutivewasaboutactionandresults.Ninetimesoutoften,achievingthoseresultswouldentailsomeformofstructuralchange:reorganizing,flatteningtheorganization,reengineering,downsizing,oroutsourcing.
Manymembersoftheworkforcewouldcallthistypeofstructuralchange"theprogramofthemonth"or"rearrangingthedeckchairson
theTitanic"Totheexecutivewithastructure-firstmind-set,however,reducingtheheadcountwouldbeperfectlyjustifiedbythemarket.TheCEOwouldfeelthatthiswasnotimefor"soft"approachesthattookforever.Thiswasthetimeforaction"justdoit"Theexecutivewouldprobablyendorseamplecommuni-
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cation,aseverancepackage,outplacement,andothersupportservices,butthegoalandneteffectwouldbestraightforward:asignificantreductionintheworkforce.
Anotherlookatthisapproachmightproduceadifferentinterpretation,andthisexecutivemightbeseenashighlyreactive,evenasflailinginthewind.Oftenthestructure-firstapproachsetsinmotionadownwardspiralofreducedproductivity,loweredconfidence,lostcredibility,anddiminishedcustomerservice,whichultimatelyresultinevenmorereductionsascustomerstaketheirbusinesselsewhere.Sometimestheseactionsdonotevenproduceshort-termprofit.
Onecommunicationscompanyterminatedthousandsofpeoplejustlastyear,andtherewasnoimpactonthebottomline;otherpartsofthebusinesssoakedupthesavings.Thecompanyisnowinitsfifthwaveofstaffreductionsinasmanyyears,cuttingseveralthousandmorethisyearastheboardbecomesincreasinglyrestive.
Anothermanufacturingcompanyhasbeendoingwhatwemightcall"structuringdown"for10years,tothepointwhere75percentofitsoriginalworkforceisgone.Productivityamongthesurvivorshasdropped,andthebusinessbaseisquicklyevaporating.Managementfellintothetrapthatitsproblemscouldbesolvedbystructuralchange.Thecompanymayevenbeforcedintochapter11bankruptcy.
Thechallenge,then,fortheemergingcollaborativeleaderistomovebeyondthestructure-firstassumptionsabouthowbesttoleadandmanageabusiness.ThereisanalternativewhatIcalltheculture-firstmind-setinwhichourdecisionsaredrivenbyprinciplesandcorevaluesratherthanbypowerorpersonality.Thismind-setisbasedonthefollowingkeyassumptions:
Theonlyrealshort-termsolutionistoplanforthelongterm;short-termgainoftenbecomeslong-termpain.
Themosteffectivewaytoreducecostistoincreasetheproductivityofthecompany'sworkforce.
Toincreaseproductivity,theworkforcemustbeengagedinsolvingtheproblemsofthebusiness.
Iftheremustbeareductioninforce,thepeopleaffectedshouldbeactivelyengagedintheprocess.
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Figure4-1.Comparisonofstructure-firstandculture-firstmind-sets.
Structure-First Culture-First
Focusisontheshortterm Focusisonthelongterm
Focusisonthedebitsideoftheledger
Focusisontheassetsideoftheledger
Approachistop-down,imposed
Approachisengaged,collaborative
Treatsworkforceasnotresponsible
Assumesworkforceisfullyresponsible
Focusisonstrategic/tacticalandoperationallevels
Focusisoncollaborativeandtransformativeprocesses
Figure4-1providesacomparisonofstructure-firstandculture-firstmind-sets.
BehavioralTransformation
Wearenottalkingaboutbehaviormodification.Wearetalkingaboutbehavioraltransformation.Doesthisrequireapersonalitytransplant?Notatall.WhatitdoesrequireisarecognitionthatinaCollaborativeWorkplacetheoldwaysofbehavingandrelatingnolongerapply.Perhapsthemostdifficultthingforanyoneespeciallyaseniorexecutivewhohasmadeittothetopusingtheoldparadigmistotransformhisorherleadershipstyle.Whataleadercandoiscommittoapersonalgrowthprocessthatwillmapoutthepathtowardamorecollaborativeleadershipstyle.Onesuchprocess,thepersonaljourney,willbedescribedlaterinthischapter.
Beforemakingthisjourney,however,wemustbeveryclearaboutitsdifficulties.Figure4-2suggeststhatthebeliefsmanifestedinourleadingandmanagingphilosophiesaredeeplyrootedandnoteasilychanged.Ourbeliefshavebeeninthemak-
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Page76Figure4-2.Shiftingamind-set.
ingsincechildhood,formedbyoursuccesses,experiences,history,difficultlessons,andpaini.e.,ourverygroundofbeing.Theseeventsandexperiencesshapeanddriveourbehaviorthroughoutourlives.Oureducationalprocessesandinitialworkexperiencesreinforcethemind-setbystressingtheimportanceofcontrol,authority,discipline,competition,anddecisiveness.Thereislittleemphasisontheimportanceofeffectiverelationships,jointproblemsolving,andcollaboration.Addtothisbasicoutlookarewardsystemthatincentsustoproducefinancialresultsaboveallelse,andonecanseehowfundamentallydifficultamind-setshiftcanbe.
Life-changingexperienceslikeaheartattack,adivorce,orbeingfiredfromajobusuallyhaveaprofoundimpactonusandcanplayacriticalroleinhowwebehaveinthefuture,particularlywhenunderpressureorwhenwefindourselvesinasimilarsituation.Butthepainofnotchangingmustbegreaterthanthepainofchanging.Theremustbegoodreason,orgoodarguments,forsomeonetoalterhisorherwayofdoingthings.Therealitiesofthenewbusinessworldarethatreason.Theypointclearlytotheneedforafundamentalrealignmentinleadershipstyleifwearetoremaincompetitive.Changeispossibleiftheindividualiswillingtofacethenewrealities,observehisorherownbehavior,andmakecommitmentstorealignandbehavedifferently.Thereislessvalueplacedonloftystatementsandgoodintentions.IntheCollaborativeWorkplace,whatmattersisthewillingnesstochange,adoptnewbehaviors,andmaintaineffectiverelationships.
TheRolesandResponsibilitiesoftheCollaborativeLeader
Marywasconfusedabouthernewjob.''Usually,"shesaid,"asteamleader,IdelegatethejobstotheteammembersandIsupervisetheircompletion,settingstandardsandprovidingmoralsupportand
motivation.Idon'tunderstandwhatthisnewjobis.Whereismyauthority?Whoreportstome?WhoamIaccountableto?"
Itusedtobesosimple.Everyoneknewwhattheruleswere,andclimbingtheladdertoleadershipwastheresultofknowledge,
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expertise,andpolitics.Nowtheruleshavechanged,andthereismuchdiscomfort.Infact,mostleaderstodaywhoaretryingsomethingnewwilltellyouthatthenewapproachestomanagementtakethemwayoutsidetheircomfortzones.AtGoretex,theyhaveevengonesofarastocalltheirapproach"unmanagement"
IntheCollaborativeWorkplace,theorganizationisledandmanagedbypeopleworkinginteams,buildingonthesymbolofthecircleratherthanthepyramid.Inthisorganizationaldesign,therearefourbasickindsofCollaborativeTeamsthatneedtheleadershipfunction:
Strategicleadershipteam(SLT).Providesoverallstrategicdirectionandguidancetoacompany,department,orunit.
Functionalteam.AstandinggroupthathasadesignatedfunctionalresponsibilityandistiedintotheSLT.Functionalteamsmayalsohavesubgroupscallednaturalworkgroups.Thesearegroupsofpeopleclusteredbygeographyortaskinmanageableunits.
Projectteam.Atemporarygroupingofpeoplewhoareworkingtogetheronaspecifictask.Itmaylastfromafewdaystoayearormore.Often,membershavemorethanoneteamresponsibility.
Cross-functionalteam(CFT).Atemporaryorpermanentteamofpeoplewhocometogetheracrosstheboundariesofspecificdepartmentstofocusonacustomerneedorconcerncommontotheentireorganization.
IntheCollaborativeWorkplace,thereisnoteamboss.However,inmostofthesecollaborativeteams,thereisusuallyadesignatedcontactpersonwhocanspeakfortheteam.
Whethertheorganizationistotallycollaborative,totallyhierarchical,orevolvingfromhierarchytocollaboration,thecollaborativeleadermustbeawareofawiderangeoffunctionstobeperformed,manyof
whichneedtobefulfilledsimultaneously.Herearethecorefunctions:
Theleaderassponsor.Thesponsorofanyteam,particularlyaleadershipteam,providesaircoverandstrategicdirectionfortheteam;providestheresources,initialcharter,andboundarycondi-
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tionsfortheactivity;providescoachingsupportforfunctionalteamleadersandmonitorstheprocesstoensureitssuccess;helpsmaintaintheintegrityoftheteam'soperatingprocesses;andmakesnecessaryinterventions.
Theleaderasfacilitator.Thefacilitatorensuresthatmeetings,teamdynamics,andinterpersonalrelationshipsfunctioneffectively;providesmeetingdesignandimplementationservices;managespreventionsandinterventions;ensuresinternalcoordinationofactivitiesamongteammembers;protectstheintegrityoftheteamprocess;andworkswiththesponsorifthereareproblems.
Theleaderascoach.Thisfunctionrequiresobjectivityaboutindividualsandtheirrolesintheteam/organization.Itisasupportiverole,onethatinvolvesprovidingguidanceandbeingasoundingboard.
Theleaderaschangeagent/catalyst.Thisfunctionrequiresaverygreatlevelofobjectivityabouttheorganization,teams,andteammembers.Itrequirestheabilitytoholdindividualsaccountablefortheiractions,tomakeunpopularobservations,andtoenergizeagrouptoaction,enablingbreakthroughswherepossible.
Theleaderashealer.Mostorganizationshavealotofpainstoredupinthemaboutbrokenrelationshipsandbrokenprocesses.Inthisrole,theleaderplaystheroleofmediatorandcatalystinbringingpeopletogether,ensuringintegrityinworkrelationships,andmakingnecessaryinterventions.
Theleaderasmember.Atoneormorepoints,even"naturalleaders"willsimplyserveasmembersoftheteam,takingfullresponsibilityforthesuccessoftheteam;activelyparticipatinginitsactivities;nurturingandsupportingtheteam'sdevelopment;doingthework;andlivinguptotheteam'sgovernanceprocesses.
Theleaderasmanager/administrator.Thistraditionalroleinvolvesthedailyadministrativeresponsibilities,processes,andsystemsessentialtomanagingtheboundarieswiththelargerorganizationorkeystakeholders.Itmayalsoinvolveadministrativeactionaffectingindividualsifcoachingandmediationdonotwork.
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CriticaltothesuccessoftheleadershipfunctioninanyCollaborativeWorkplaceisthatalltheserolesarefulfilled.
CollaborativeBehaviors
TheseniorexecutiveatCYLOR,alargedistributioncompany,thoughthewasdoingalltherightthingsbyflatteninghisorganization,reengineeringkeybusinessprocesses,anddelegatingfullresponsibilityto20seniorpeoplehecalled"clusterleaders."Theywereempowered,hesaid,tofullyimplementthevision,mission,andstrategicdirectionofthecompany,unfetteredbycentralcontrols.Theymustnotsupervise;rather,theymustbecoachesandmentorsfortheirsubordinates,whowerenotreallytheirsubordinates,buttheircolleagues.(Buttheywerenotreallycolleagues,either,becausetheyreportedbothtotheclusterleadersandtotheseniorexecutive.)
Soundconfusing?Itcertainlywastotheclusterleaders.TheCEO'sintentionsweremovingintherightdirection.Whatwasmissingwereclearexpectations,clearrolesandresponsibilities,andsufficientorganization,management,andskillssupporttoensuretheirsuccess.Mostimportantly,accountabilitywasnotclear.Intheheadlongrushtobecomeself-managedandempowered,CYLOR'sexecutivewasmakingaverycriticalmistakefailingtodistinguishbetweentheleadershiproleandtheleadershipfunction.Eachleaderwasessentiallythrownintotheoceanofempowermentwithoutaliferaft.Theresultwasthatmanywereindangerofdrowning.Therewasabacklash.Withinsixmonths,theclusterleadersbecamedefactoregionalvicepresidents,eachoperatinginadifferentway,creatingredundancy,andincreasingcosts.Therewasalossofcredibility,andtheopportunitytostarttheprocessofempoweringpeoplewithinsomekindofstructuredprocesssufferedirreparabledamage.
Centraltothesuccessofanysignificantgrowthorchangeeffort
designedtoincreaseflexibilityandcompetitivenessistheestablishmentofclearexpectationsaboutbehavior.IntheCollaborativeWorkplace,collaborativeleadersareexpectedtobehavedifferentlyinthought,feeling,andspirit.Iliketothinkofthesethreeareasasbehaviorsfromthehead,theheart,andthespirit.
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BehaviorsFromtheHead
Behaviorsfromtheheadarebasedonrationalanalysis,bottom-linenumbers,systemsthinking,andefficiency.Inthehierarchyparadigm,thismeansafocusoncontrol,accountability,cost,andtheshortterm.Thereisafocusonthedebit,orcost,sideofthecorporateledger,ratherthanontheasset,humancapital,orproductivitysideoftheledger.IntheCollaborativeWorkplace,theexpectationsaredifferent.Collaborativeleadersareexpectedtodothefollowing:
Toensurestrategicalignmentamongallthekeystakeholdersintheorganization,withcustomers,andwiththemarket
Toensurecongruenceamongallelementsoftheorganization,withafocusonitsinternalprocessesandintegrity
Tocreateandsupportalearningenvironmentthatencouragesrisktakingandenablespeopletomakesomemistakeswithoutfearofreprisal
Tocreateandsustainorganizationalmomentuminthecompany'sgrowthanddevelopment
Tofocustheenergyoftheworkforceonresults,bothintermsofthefirm'seconomicsandintermsofthequalityofitsproduct,workrelationships,andcustomersatisfaction
Tousemeasurementtomonitorthecompany'sprogresstowardstrategicobjectivesinallareasofthebusiness
ToproactivelyandregularlysponsorrenewaloftheOperatingAgreementsandworkprocessesthatensurethehighestlevelofeffectivenessinrelationships,results,andreputation
BehaviorsFromtheHeart
Behaviorsfromtheheartemanatefromthepsychologicalandsocial
sideofleadersandfocusonrelationships,respectforothers,andtheelementsofmotivation.Inahierarchy,theattentiondependsontheindividualandisfoundinthehumanresourcesfunction,whichhasresponsibilityfortraining,wellness,andsocialsupportprograms.IntheCollaborativeWorkplace,theseresponsibilitiesbelongtolineleaders,managers,andteams.Behaviors
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fromtheheartarefrontandcenter.Collaborativeleadersareexpectedtodoasfollows:
Toshowtheirvalueforpeoplebywalkingthetalk,buildingthosebehaviorsaroundabasicrespectforthedignityandesteemofeveryindividual
Toprovideinspirationfortheworkforcetoachieveasenseofcommonpurposebycontinuingtobuildvalueforandownershipofasharedvision,mission,andstrategicdirection
Tocreateanurturingworkenvironmentinwhichmemberstakecareofeachotherandtheteam
Toencourageanenvironmentinwhichpeoplecanexpectforgivenessfortheirmistakeswhilealsoholdingeachotherresponsibleandaccountableforthem
Tosupportacommitmentbyeveryoneintheorganizationtobuildandsustainwholerelationships,inwhichissuesareresolvedquicklyandcompletely
Tocreateasenseofcommunityandmutualsupport
Toprovideacknowledgmentthroughasystemofrewardsandrecognitionthatsupportsindividualandteamaccomplishments,theireffectiveness,andthequalityoftheirwork
Toensurerecommitmentbyeachmemberandteamtoperformatthecompany'shighestlevel
BehaviorsFromtheSpirit
Behaviorsfromthespiritderivefromthespiritualandphilosophicsideofcollaborativeleadersandspeaktotheircorevalues,beliefs,motivations,andperspectivesonhoworganizationsandpeoplework.Inahomogeneousculture,thesevaluesandbeliefstendtobe
generallyaccepted.IntheCollaborativeWorkplace,inwhichthecultureisfarmorediverseintermsofstyle,ethnicity,andvalues,collaborativeleaderscreateacommonground,basedonprinciple,thatwillspeaktothebasicneedsofeveryoneintheworkforce.Collaborativeleadersareexpected:
Tohonorandenhancetheself-esteemanddignityofeachindividual,regardlessofcharacteristicsororigin.Similarly,team-
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esteemwillalsobehonoredandrespectedasacorebuildingblockforensuringlong-termeffectiveness.
Towhollycommittointegrity,bothintheirownbehaviorandintheorganization'swork,practice,processes,growth,anddevelopment.
Tobuildanenvironmentoftrust,inwhichpeoplecanearnorregaintheconfidenceandtrustoftheircolleagues.
BecomingaCollaborativeLeader
Thetruetestofleadershipistheabilitytoseeyourownself-imposedlimitationsandtobreakthroughtoanewsenseofyourselfthattransformsyourattitudes,behaviors,andapproachtoworkingwithothers.
Mostpeoplewhoseriouslyconsidermakingafundamentalshiftintheirapproachtoleadershiprarelydosobecausetheywokeuponemorningandsaid,"TodayIthinkIwilltransformmyself."Usuallythereissomesignificantevent,orseriesofeventsintheirpersonallifeorthatoftheircompany,thatpunctuatesthenecessityforadramaticchangeinstyle.Somepeopletakethispersonaljourneyoutofadesiretotryanewapproachtoleadingandmanaging.Othersseethetrends,recognizethenewrealitiesforwhattheyare,andeitheroutofaltruism,goodsense,oraninstinctforsurvivalactivelyseekoutthenewmethodologies.
Butwhatevermotivatesthejourney,itisanongoingcommitmentyoumaketoyourselftoconfrontyourbestandworstpartstoproduceabreakthroughresultthattransformsyourattitudes,behaviors,andapproachtoworkingwithothers.Itisnotaonetimeevent.InaCollaborativeWorkplace,itisajourneytowardtruecollaborativeleadership.
PreparingfortheJourney:ATen-StepProcess
Beforeyousetoff,theremustbeaclearcommitmenttocompletethejourney.Thiscommitmentiscriticalbecause,inthecourseofthetrip,youwillbegettingfeedbackyoumaynotwanttohear,feedbackthatmaychallengetheassumptionsyouhavehadaboutyourselfandpresentanalternativepictureofwhoyouthinkyouare.Thejourneyrequiresaconsciousdecisionthatyouarewilling
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toexploreyourcapacitytoleadothersintothenextcenturycollaboratively.Herearesometipstohelpgetyoustarted:
Createaloose-leafjournaltorecordthestepsyoutakeandtheobservationsyouandothersmake.
Getacoachafriend,colleague,spouse,orevenacounselorwhowillsupportyouthroughthejourney.Itisimportanttohaveanobjectivesetofeyeslookingatthedatayouwillgenerate.
Createaroadmapandputitonatimeline.Thisprocessneedssometimedefinitiontoit.
Writeitalldown;thismakesitreal.
Step1:AnalyzingYourCoreValues
Thefirststepistofindoutwhatmakesyoutick.Writedownwhatyouvalueandwhy.Whatareyourbeliefs,andwheredidtheycomefrom?Aretheystillvalid?Whatisyourmotivation?Whatreallydrivesyou?Thisanalysisshouldproduceaveryclearpictureofyourvaluesprofile,andprovidethefoundationforyourapproachtoleadership.Nowcompareyourvaluesprofilewiththenewrealitiesinyourenvironment.Givenyourvalues,whatleadershipbehaviorsdoyouuse?Howdoothersseeyourbehaviors?Whatisworkingandwhatisnot?
Step2:AssessingYourSkills
Identifyyourgreateststrengthsandareasforgrowth.Inasectionofyourjournal,createasheetforeachofthefollowingareasofyourlife:education,work,family,religiouscommitment,socialinteraction,communityand/orpoliticalinvolvement,financialpicture,athleticskills,andculturalinterests.Oneachsheet,infive-yearincrements,writedownyourspecificaccomplishmentsthingsyouactuallydid.Allowyourselfsometimetocompletethisstep.Itisoftendifficultto
remembereverythingyou'veaccomplished.Askfamilyandfriendstohelpyouwiththis.Onceyouhavecompletedthisdiagnostic,lookforpatternsacrosstheyearsandtranslatethemintospecificskillsandcompetenciesyouhave:e.g.,project-oriented;analytic;committedtocommunityservice.
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Pullouttheskillsandcapabilitiesyouhavethatrelatetotheworkplace.Comparethemtotherequirementsofacollaborativeleaderanddeterminewhereyouwanttoinvesttimedevelopingnewskills(developingfacilitationandcoachingskills,forexample).
Step3:FormulatingYourVisionandMission
Youarenowreadytoformulateyourownpersonalvisionandmissionstatementsthatwillgovernwhoyouareandwhatyoudoforthenextseveralyearsofyourlife.Itisoftensaid"tothineownselfbetrue,"andinthissearchforyourtrue,currentidentity,youwilldiscoverwhetherthereiscongruencebetweenyourvaluesandwhatyouaretryingtoaccomplishinyourlife.Youhavetoreallyaskyourselfwhetherallthethingsyouhavebeenputtingupwithtogettothispositioninlifearereallyworthit.Youmayfindout,andmanydo,thattheysimplyarenot.Criticaldecisionsaboutthefutureofyourjobareoftenmadeatthispointtosustainyourpersonalintegrity.
Step4:RedefiningYourLeadingandManagingPhilosophy
Theresultofthisstepistheredefinitionofyourapproachtoworkingwithothers.Giventhatamajorpartofthisjourneyistranscendingtheoldparadigm,thiscanbedifficult.Therubberbeginstohittheroad.Itisnolongertheoretical.Nowit'spersonal.Animportanttoolhereiswide-rangingfeedbackfromyourpeers,teammates,subordinates,andsuperiors,togiveyouacomprehensiveperspectiveonhowyouactuallybehave.Usingthisfeedback,youcanpinpointanyincongruencebetweentheprinciplesofcollaborativeleadershipandhowyou'veactuallybeendoinguptothispoint.
Step5:AssessingYourBehavior
Usingthesedata,begintoidentifythespecificresultsofyourbehaviorintheworkplace.Doesitsquarewithhowyouwanttobeviewedbyyourselfandothers?Whatisthecosttoyou,tothem,and
tothecompany?Thepurposeofthisstepistoprovideyou
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withachoiceinhowyouwanttobehaveinthefuture,andtohelpyoubeginmappingacourseofactionthatwillenableyoutoalignyourvalueswithyouractions.
Step6:AnalyzingYourRoles
Referbacktothesevenleadershiprolesandresponsibilitiesidentifiedearlierinthischapter.Givenyourprofile,whichoftheseroleswillyounowplay?Whatskillsdoyouneedinordertobesuccessfulatthem?
Step7:MakingtheChoice
Withtheanalysiscomplete,youcanchoosehowyouwillbehave,acquiretheskillsyouneed,andmeasureyourprogress.Theactofchoosingisitselfanessentialstepinabandoningtheoldparadigm.Inourexperience,choosingisnotaone-timeaction.Hundredsofchoicesneedtobemadeeachweektoproducealastingmajorchange.
Step8:SettingMeasurementsandRecommittingYourself
Setsomemeasuresandbenchmarksforyourself.Askyourcoachtogiveyoufeedbackonaregularbasis.Recognizethatyouwillmakemistakes.Giveyourselfabreakbylearningfromthemandrecommittingtoyournewapproachtoleadership.Mostimportantlybelieveinyourself.
Step9:ImplementingYourActionPlan
Nowisthetimetoconvertanalysis,self-discovery,andchoicesintoanactionplanandthenimplementit.Thisisanotherplaceatwhichmanytravelersgetstopped.Itmeansexperimentingandtryingnewwaysofbehaving.Itisscarysometimes.Peopleyouhaveworkedwithforyearsmaynottrustit.Thetrickistopersevere.
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Step10:EvaluatingandCelebratingYourProgress
Afterthreemonths,takestockofyourprogress.Useyourmeasurestoevaluateyourwinsandlosses.Createyourroadmapforthenextthreemonthsand,whateveryoudo,celebrateyourexperiencewithyourcoach,teammates,spouse,andfriends.
Summary
Thenewrealitiesinbusinessrequireanewtypeofleadership.Command-and-controlnolongerapplies.Collaborativeleadership,however,requiresasignificantshiftinourrelationshipsintheworkplace.Sinceleadershipisnolongerapositionbutafunction,andsinceeveryonecanbealeader,theresponsibilityforleadingtheorganizationshiftstotheentireworkforce.Thetraditionalrolesandresponsibilitiesofleadershipalsochangefromcommandingtocoaching,fromtellingtoengaging,andfromdelegatingtootherstoworkingwithothers.Ourbehaviorsmustchangeaswelearnhowtofunctioninanenvironmentofconsensusformation,conflictresolution,andfullresponsibility.Thisisnotaneasytransformation.Infact,toshiftthemind-setfromhierarchicaltocollaborativeleadershiprequireseachofustodiscoverourowncapacitiesandskillsandtomapoutapersonalplanofactionthatwillenableustoachieveourgoals.
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5BuildingStrategicBusinessAlignmentEvenifyouthinkyouareontherighttrack,you'llgetrunoverifyoujustsitthere.WillRogers
ItwascleartothepresidentthatStahlcote,Inc.,neededtoredirectitsmarketfocus.Heknewthecompetitionhadrecentlyfoundanewwaytomanufactureitsproductandasaresulthadcaptured12percentofStahlcote'smarketinjustthelast24months.Thetrendwasclear.Immediateactionwasessential.
Theexecutiveteamwasbroughttogetherforathree-daystrategicplanningretreat.Theurgencyofthemeetingwasevidentaseveryonescrambledtopullthedatatogether.Themoodwassimilartotheonethathadprevailedduringthemergertwoyearsago,whentheneedtotakeimmediateactionhadseemedtooverwhelmlogic.Theretreatfocusedonre-visioningthecompany'sstrategicdirectionandtheimmediateactionsthathadtobetaken.Whenitended,everyonehadhisorherassignmentanda90-daytimelinetoproduceresults.Thepresidentendedtheretreatbysaying:''Myfriends,ourfuturedependsonyou.Let'sjustdoit!"
Theteammemberswentbacktotheirrespectiveorganizationsandannouncedthechanges.Somelaidpeopleoff.Otherscutbudgets,andanaggressivemarketingcampaignwaskickedoff.Whilethestructuralchangeswerebeingimplementedthegrumblerateskyrocketedandproductivityplummetedastheemployeesbegantofeeltheimpact.Threemonthslater,saleshadstillnotincreased,althoughcostreductionshadbeenachieved.Productiv-
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ityremainedlow.Anxietywasup.Itwasdifficulttogetmidlevelmanagerstospeakatmeetingsorbeenthusiasticabouttheirassignments.Themalaisecontinuedforanotheryearuntiltheboardfinallyhiredanewpresident.Hisfirstofficialactwastoholdastrategicplanningretreat.
BreakingtheCrisisCycleThroughCollaboration
Thisstoryisbeingplayedoutallacrossthecountryasonecompanyafteranothertriestoavoidgettingrunover,searchesforanenhancedmarketniche,orseekstorefocustheproductiveenergiesofitspeople.Intheprocess,manycompaniescreatetheirowncrisiscycle.Itbeginswhenacompanyneedsimmediateresultsanddoesnothavetimetoplanlongterm.Aspeoplefocusontheshortterm,theyproduceresultsthathavelittletodowiththelong-termsuccessofthecompany,thusrepeatingthecrisiscycle.Withoutaneffectivemethodtoproducestrategicfocus,crisisactuallybecomesthemodusoperandi,withleadershipfrequentlymobilizingitsworkforcetotakeswifttacticalactioninhopesthatitwillproduceadifferentstrategicresult.Suchshort-termactionsareoftenimplementedwithoutbuildingsufficientbuy-in,resultinginpoorresultsthatleadinturntoanotherroundofcostcutting.
Whetherthecompanyisincrisismodeorsimplyneedstoredirectitsmarketfocus,theworstthingitcandoisdemandashort-termturnaroundtoaproblemthathasevolvedoveryearsparticularlyifitimposesthechangesfromabove,withoutsignificantinvolvementoftheworkforceresponsibleforimplementingthem.Thisapproachcanresultinshiftingthebusinessfocustomeresurvivalandfinger-pointing.
Thereisacollaborativemethodthatcanbreakthecrisiscyclebymobilizingtheworkforce,buildingvalueforanewdirection,and
refocusingthecompany'senergy.CalledtheStrategicAlignmentMethod,itisaprinciple-basedprocessthatensuresalignmentamongthecompany'skeystakeholdersforthenewfocus.JustasOperatingAgreementsareavehicleforredefiningthecultureandbehaviorsoftheCollaborativeWorkplace,theStrategic
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AlignmentMethodgivestheorganizationitsbusinessidentity,ensuresthatitiscustomer-focused,clarifiesitsuniqueandvalue-addedroleinthemarket,andprovidesarationalframeworkfortacticalactionsthatreflectthetruestrategicpositionofthecompanyinthemarketplace.
ThischapterdescribestheelementsoftheStrategicAlignmentMethodandshowsthespecificstepsneededtomoveabusinessfromreactiveapproachesandshort-termplanningtoproactive,long-termstrategicgrowth.Itfirstdescribesthemethod,definingthetermsandthebenefits.Itthenoutlinesthephasesandstepsofthemethod,usingasanexampletheexperiencesofStahlcote'semployeesastheyworktoreenergizetheirorganization.
TheStrategicAlignmentMethod
Likearocket,everyorganizationneedsaguidancesystem,aboosterwithplentyoffuel,andamission-controlcentertoensurethesuccessoftheentireenterprise.InChapter3wetalkedabouttherocketboostertheorganization'sculture.InChapter6(andagaininChapter9)wewilltalkaboutthecontrolcenter,thesystemsandsupportsrequiredtomakethelaunchsuccessful.Ourfocusnowisontheguidancesystemthatensuresthatthebusinesshitsitsmarkettargetwiththegreatestaccuracypossible.
Everyorganizationneedstobestrategicallyalignedifitistosucceedinthemarket.Togetthefullpoweroftherocketbooster,however,itmustbefocusedonpursuingitsuniqueandvalue-addedroleinthemarketandonbuildingvalueamongallofitsstakeholdersformovinginthisdirection.Tothisenditneedstoharnessthepowerofcollaborationtothedifficulttasksofidentifyingthecompany'smarketnicheandmeetingcustomerrequirements.Forthispurpose,theexecutivesatStahlcotecreatedacross-functionalstrategicalignmentteam.
WhatStrategicAlignmentMeans
Alignmentisdefinedasfollows:"tobeinorcomeintopreciseadjustmentorcorrectrelativeposition."Strategicisdefinedas"ofgreatimportancewithinanintegratedwholeortoaplannedef-
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fect"IntheCollaborativeWorkplace,strategicalignmentistheprocessthatenablestheentireorganizationtocometoabasicagreementonadefinitionofitsuniqueandvalue-addedroleinthemarketplace;toidentifycustomerrequirements;andtodeterminethecompany'scompetitiveadvantageandstrategiesforgrowth.Thismeansthatallthekeystakeholdersagreetowhattheorganizationhasdecidedtodo.Thestakeholdersincludethecustomers,theshareholders,theboardofdirectors,theexecutiveleadership,themembershipoftheorganization,thesuppliers/vendors,andthecommunitytheyoperatein.Thespecificstakeholdersandtheirrelativeimportancetothedirectionoftheorganizationwillvary.
TheBenefitsoftheStrategicAlignmentMethod
Therearefourcriticalbenefitsthatcomefromusingthismethodannually(orwheneveramajormarketchallengefacestheorganization).
1.Buildingfull-valuecustomerrelationships.WhenaCollaborativeWorkplaceisstrategicallyaligned,itistotallyfocusedoncustomersandtheirrequirements.Weknowtheirbusiness,theirspecificneedsforourproducts/services,andtheadvantageswebringtothem.Wethenbuildacollaborative,ongoingrelationshipwiththem,leadingtowhatwecancallafull-valuecontract.
Afull-valuecontractisadocumentbetweenthecompanyanditscustomersthatspellsouthowtheyaregoingtoworktogethertoachievethefullvalueoftheirrelationship.ItistheircharterandtheirsetofOperatingAgreements.Thefull-valuecontractgivescustomersanopportunitytospecificallyaddresstheirneedsandconcernsinawaythatensuresthatthesupplierwilllisten.Itprovidesaplatformforongoingdialogueandresponsiveness.Measuresareputinplacetoassessresponsivenessandtheeffectivenessoftherelationship.Thefull-valuecontractalsobenefitsthesupplieroftheproductorservice
becauseitfocusesthesupplieronthecustomerandprovidesanongoingplanningprocess,increasingunderstandingoftheproduct/servicebeingprovided,improvingcommunications,andfacilitatingproblemsolvingandconflictresolution.
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2.Assessingthecompany'suniqueandvalue-addedrole.Whenacompanyisenteringanewmarket,developinganewproduct,reactingtonewcompetition,orrefocusingitsstrategicdirection,noareaismoreimportantthanitsstrategicfocusanddirection.Manycompaniesbelievethattheyknowwhotheyareandhowtheyareviewedbythemarketplace.Witharapidlychangingmarket,newcompetitors,andreducedcycletime,however,itiscriticaltore-assessthecompany'suniqueandvalue-addedroleonaregularbasis.
3.Identifyingthecompany'smarketniche.TheStrategicAlignmentMethodalsoensuresthatthecompanyisinthefightbusiness,isfocusedontherightmarketniche,andisabletoidentifyandleverageitscompetitiveadvantage.Thisrequiresasubstantialamountofdatacollectionandanalysisand,aboveall,thewillingnesstolookatthebusinessandbehonestaboutitsmarketposition.
4.Increasingthestakeholders'senseofownership.Allthekeystakeholdersmustbeengagedinanup-frontdialogueaboutthestrategicdirectionofthebusiness.TheStrategicAlignmentMethodallowsthemtoparticipate,gainnewknowledge,developrespectandloyaltyforwhattheorganizationistryingtodo,buildvalue,andeventuallyfeelsomedegreeofownershipfortheresultsoftheprocess.Withoutmeaningfulinvolvement,thisvalueisneverfullyrealizedandthelevelofproductiveenergymanagementcantapintoisreduced.
TheElementsoftheMethod
ThestepsoftheStrategicAlignmentMethodusedbyStahlcoteareillustratedinFigures5-1and5-2.Therearetwomajorphases:(1)ownershipandalignmentand(2)implementation.
PhaseI:OwnershipandAlignment
PhaseIrepresentsup-frontplanningwithalong-termfocus.Itisacomprehensivereview,focusingonwheretheorganizationis,
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Figure5-1.TheStrategicAlignmentMethod,PhaseI:OwnershipandAlignment.
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Figure5-2.TheStrategicAlignmentMethod,PhaseII:Implementation.
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whereitoughttobegoing,andhowitwillachieveitsgrowthobjectives.Thekeyelementsare:consensusonprinciples;visionfortheorganization;organizationmission;validationandagreement;andthegrowthplan.
Itcannotbeemphasizedenoughhowimportantitistogetfundamentalagreementateachstepintheprocess.Withoutit,thelikelihoodofdisconnectsfromoneormoremembersoftheteamincreases.Fundamentalagreementmeansanexplicit,up-frontdecision,whichinturnbecomesaplatformforthenextstep.
ConsensusonPrinciples
Inmoststrategicplanningprocesses,agreementonprinciplesispresumedratherthanmadeexplicit.IntheCollaborativeWorkplace,anexplicitconsensusagreementaboutbasicprinciplesenablesthebusinesstoweatherdifficulttimes.Stahlcote'sprinciplesweretovalueitspeople,beitscustomers'firstchoice,buildtrust-basedrelationshipsthroughouttheorganizationalsystem,andprovideworld-class-qualityproductsandservices.
VisionfortheOrganization
Thepurposeoftheorganizationvisionistoarticulatewhattheorganizationwantstobecomeinthefuture.Whatdoesthemarketwant?Whatdothestakeholderswant?Forexample,youmightbegintheprocessbyansweringthisquestion:Howdoesthecompanywanttobeknownintheyear2000or20107Whatwillitsreputationbe?Thesequestionsneedtobeansweredforeachofthefollowing:
1.Businessandcustomerfocus
2.Productsandservicesoffered
3.Cultureandworkenvironment
4.Leadershipandmanagement
5.Peopleandworkprocesses
6.Organizationstructureandsystems
Visioningtheorganizationoccursinseveralsteps,inwhichthekeyleadershipandacrosssectionofmembersfromallparts
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andlevelsoftheorganizationcometogethertoarticulateathree-tofive-yearvision.Itwasnotlongagothatweusedtohaveaten-yearlifespanforavision,butnow,withtherapidrateofchange,ashortertimeframeismorerealistic.
Step1:AssessingtheCurrentState
Ineachofthesixareaslistedabove,theteamgeneratesasmuchdataasitcanaboutwheretheorganizationisatthisjunctureinitshistory.Forexample,thecompanymaybefocusedonaspecificnichemarket,beorganizedasahierarchy,andhaveacompensationsystembasedonindividualcompetition.Inthecurrent-stateassessmentprocess,formalandhiddenculturearebothdescribed.Figure5-3showswhattheplanningteamatStahlcotefound.Theteamwastrulyastonishedwhentheydiscoveredthefundamentaldisconnectbetweentheformalandhiddencultures,TheyproceededtoverifyandvalidatetheirfindingsonupthelinetotheCEO.Theaccuracyoftheteam'sassessmentwasborneoutinwhatbecameasharedview.Astheteampressedonthroughtheanalysis,theyalsofounddisconnectsinthecompany'sfailuretoproduceresults,itsless-than-high-qualityreputationintheindustry,anditslackofalignmentthroughoutitsranks.
Step2:CreatingtheDesiredState
Thedesiredstateisnotsimplytheoppositeofthecurrentstate.Inthisprocess,teammembersareemboldenedtobecreative,tostretch,togetoutsidethe"ninedots"tothinkanddreambig.Thisprocessisaboutdevelopingahighlevelofownershipamongteammembersregardingthefuturedirectionofthebusiness.
AtStahlcote,theteamhaddifficultyspellingoutavisionbeyondthreeyears,sotheybroughtinafuturisttotalkaboutexpectedtrends.Theyalsobenchmarkedothercompaniestoseewhatthebestpractices
wereandthendecidedtoleapfrogthemtoexceedeventhebestpractices.Bythetimetheteamwasthroughwiththeprocess,itsmemberswereabletolookbackinamazementathavingbeensoreadytogiveupsoearlyintheprocess.
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Figure5-3.Current-stateenvironment.
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Step3:EngagingtheOrganizationandValidatingtheDraftVision
Oncethedraftvisionhasbeendeveloped,everyoneintheorganizationcanbeengagedatsomelevelinunderstandingwhatitisandwhatitmeansforeachindividual.Afocus-groupprocesscanbeusedtogeneratealignmentandbuildvalueforthenewdirection.BythetimeStahlcote'sinitialvalidationprocesshadbeencompleted,forexample,thedraftvisionwasasfollows:Tobecomethepremierprovideroflaser-coatedsheetmetalsintheworldbytheyear2010.
MissionfortheOrganization
Organizationmissionstatementsaresometimesconfusedwithvisionstatements.Infact,someorganizationstransposethem.What,then,shouldthemissionstatementfocuson?Whywearehere?orWhatdowewanttheorganizationtobecome?Organizationaldirection?orsimplyCustomersatisfaction?
InaCollaborativeWorkplace,theorganization'smissionstatementdefineswhothecompanyis.Inonesuccinctstatement,itanswersthreesetsofquestions:
1.Whoarewe?Whatisouridentity?Whatbusinessarewereallyin?
2.Whodoweserve?Whoareourcustomers/clients?Whataretheirneeds/requirements?Whataretheytryingtodothatrequiresourservices/products?
3.Whatdowedo?Whatareourservicesandproducts?Whatisthemarket?
Afourthquestioncanalsobeasked:Whatdoweintendtobecome?Thisquestionisoftenalsoaddressedinthevisioningprocess.
Developingthemissiontakesplaceinthreedistinctsteps:drafting;
externalanalysis;andinternalanalysis.
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Step1:DraftingtheMissionStatement
Withouttheaidofanydata,theteammembersbeginbydraftingamissionstatementmoreorlessoffthetopoftheirheads.Theyuseablank-sheetprocesstotakeafirstcrackatdefiningwhatthecompanyisallabout.Itiscornerstoneandfoundationwork.Sometimestheprocessisviewedasjustanotherboringteamdevelopmentgameoradiversionandgetstrivialized.Asmorethanoneteammemberhassaidinthisprocess:''WhendoIgettogobackanddosomerealwork?"Butthereisprobablynomoreimportantworkthanunderstandingandagreeingonthemissionofyourorganizationandbuildingvalueandownershipforit.Nowcomesthehardpartopeninguptheorganizationtoabasiccritiqueaboutitsmarketniche,customersatisfaction,andtheissueofwhethertheneedsofthestakeholdersarebeingmet.
Step2:SeekingExternalAnalysis
Thepurposeoftheexternalanalysisistotrulyunderstandtheorganizationsuniqueandvalue-addedrole.Basicmarketresearchinthecompany'slineofbusinesswillgeneratecriticaldataonwherethetrendsexistfortheindustrysegmentandproduct/servicefocus.Then,byengagingcurrentandpastcustomersinaseriousdialogueaboutthecompany'svalue-addedserviceandtheirownfuturerequirements,cross-validatinginformationcanbeobtainedonwherethemarketnicheis.Thisprocessmayresultinsomedefensiveness,asperceptionsofvaluearevoiced.Sometimesitresultsindenial.Keepinganopenmindisessentialifthisprocessistowork.
Thethirdpartofthisanalysisisdevelopingacrystalclearstatementofthecompany'suniqueandvalue-addedrole.Whatisitthattrulymakesthecompanydistinctiveinthemarketplace?Whatspecificvaluedoesitadd,towhom,andwithwhatresults?Whilemarketandcustomerdatainformthisdefinition,ittakesconsiderablediscussion
insideanorganizationamongitskeyadvisorstoproduceasuccinct,one-sentencestatement,suchas:"Ouruniqueandvalue-addedroleisthatwehavetheonlypatentedprocessintheworldtoproducesyntheticskin."
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Thefourthpartoftheexternalanalysisistoconductresearchonthecompany'scompetitorstounderstandwhotheyare,whattheydo,howtheypresentthemselves,andhowtheyaregoingafterbusiness.Howdotheydistinguishthemselvesfromyourcompanyandtheirothercompetitors?Oncethesedatahavebeensummarizedandobjectivelyanalyzed,thestrategicalignmentteamgoestoworkdefiningthecompany'scompetitiveadvantageinthemarketplace.Whatspecificallydifferentiatesitfromothercompanies?Howisthecompanypositionedrelativetoitscompetitors?Whatareitskeyfeatures,andwhatarethebenefitsthataccruetopotentialcustomersfrombuyingandusingtheseservices/products?
Step3:SeekingInternalAnalysis
Stahlcoteknewthatithadtoredirectitsmarketfocus.Italsoknewthatitsemployeeswantedtohaveavoiceintheprocess.Withahighdegreeofurgency,itsleadershiplaunchedanexhaustiveseriesofstrategic-thinkingmeetingswithsmallfocusgroupsacrossthecompany.Atfirst,theemployeesappreciatedbeingasked."Thisnewoperationsguyreallymeansbusiness.We'rereallygoingtobeconsultedthistime"Energywentupatleastuntilthefirstdraftofthevisionandmissionstatementwerereleased.Unfortunately,thedraftdidnotreflectmanyofthekeymessagestheworkforcehadgivenmanagement.Intheseconddraft,noneoftheirsuggestedchangeshadbeenmade.Needlesstosay,theskepticswhohadthoughtthatmanagementhadahiddenagendaweremakingtheroundswith"Itoldyouso"andasenseofresignationsettledin.Obviously,itsimplydidnotpaytoparticipate.
AmiddlemanagerIknowoncereferredtothisapproachtoengagementasparticipativemanagement,or"weparticipate,theymanage"Peopleareaskedfortheiropinions,buttherealpurposeisco-optation,notanauthenticinterestinmakingsubstantivechangesin
whatarepredeterminedresults.
Thereareotherwaystoachieveapositiveresult.Thecollaborativeprocesslaysthefoundationbybuildingalignmentandownershipforthemission.Bycreatinganopenengagementprocess,
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leadershipcanintegratetheexperience,expertise,andenergyofthemembershipincraftingastatementthatwillhavemeaningandvaluetothem.
Anotherpartoftheinternalanalysisisasystematicreviewofotherstakeholders'interestsandissuesconcerningthecompany'sdirection.Astakeholderisanyonewithasufficientstakeintheorganizationorwhosesupportyoucannotdowithout.Engagestakeholdersdirectly,butattheappropriatelevel.Asaresultofthealignmentprocess,theorganizationmissionforStahlcotewas:"Weareacollaborativeteamtotallydedicatedtoprovidingourcustomerswithworld-classprecisionproductsthatcangivethemacompetitiveedge"
Validation,Upgrade,andAgreement
Thecredibilityofthecompany'snewdirectionwilldependontheextenttowhichthekeyplayersagreeatthisstage.Focusgroups,documentupgrades,andfinaldraftshelppeopleseethattheirviewsmatter.Changescanbemadeinthefinaldocument.Whenfinished,thedocumentcanthenbepublishedtovalidatethestakeholders'viewsandcontinuetobuildownership.AsaresultofthevalidationprocessatStahlcote,thecompany'svisionwaschangedslightlytoreflecttheincreasingcompetitioninthemarketplaceforlaser-coatedsheetmetals,andtheyearwasadvancedto2020.Thisputlesspressureonthecompany'sworkforcetodoublethecompany'sgrowtheveryyear.
TheGrowthPlan
Prepareagrowthplanwhichwillallowtheorganizationtomovefromvisiontoaction.Thegrowthplanisthebridgebetweentheoryandpractice,betweenblueskyandreality.Thereareseveralelements:expectedresults;growthconcept;strategiesandtactics;criticalsuccessfactors;andmeasuresandmeasurement.
SpellingOuttheExpectedResults
Thefirstpartofthegrowthplanspellsouttheexpectedresultsforthenextthreeyears.Akeydistinctionneedstobemadehere.
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Howmanytimeshaveyouheardsomeonesay,"Mygoal/objectiveisto..."or"Iintendto..."or"Ihopeto..."?Thenwhathappens?Oftennothing.TheroadstobothHeavenandHellarepavedwithgoodintentions,itissaid,butSt.Peterwilladmitonlythosewhoproduceresults.Oneofthebestwaystomaketheexpectedresultsprocessrealistosay''Wewill..."andquantifythespecificthingstobeaccomplishedbywhenandbywhom.
AtStahlcote,specificrevenueresultswereforecastforeachquarter.Ratherthangliblypickinganumberoutofthesky,thegroupwasexpectedtoprovidedocumentationonhowthosere-suitswouldbeachieved.Attheendofthequarter,therewasareviewofwhathadorhadnotbeenproduced,andthelessonslearnedwereincorporatedintothenextquarter'sprocess.
Peoplegenerallyresistsettingquantitativetargets,especiallyinanhierarchicalculture.Itmakesthemcommit,andthentheycanbeheldaccountable.Stretchresultsareevenmorethreateningbecausetheyrequireustoputasideourassumptionsabouthowthingsworkanddigdeepforanewlevelofcommitmenttoachievethem.Itrequirespeopletostepbeyondtheconventionalwisdomof"we'vealwaysdoneitthisway,"andbecomecreativetoriskandfindnewwaysofthinkingaboutstalesubjects.ThestretchresultatStahlcotewasa150percentgrowthrateforeachofthenextfiveyears,increasingmarketsharefrom5to20percentby2005.
UsingaGrowthConcepttoPositiontheCompany
Thesecondelementofthegrowthplantranslatestheexpectedresultsintoaspecificgrowthconceptdesignedtopositionthecompanysothatitcanrealizethem.Positioningmeansthatthecompany'scompetitiveadvantagewillbeadvanced,itsuniqueandvalue-addedrolewillbemaximized,anditsattributesandbenefitswillbecommunicatedtothemarket.Positioningmeansensuringthatthe
companyisseenastrulydistinctiveinthemarketandenteringitinawaythatitcanrealizeitsfullpotential,Positioningalsorequiresaddressinganyandallbarrierstothecompany'sgrowth.Toachieveitsstretchresults,Stahlcotedecidedtopositionitselfasthevendorofchoiceto50percentofthesheetmetalpurchasersfromtheAtlantictotheMississippi(whorepresented
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80percentofallsheetmetalconsumption).Whatwoulditsstrategybe?
DevelopingaSpecificSetofStrategies
Thethirdelementofthegrowthplanistodevelopaspecificsetofstrategiesthatwillmobilizetheorganization'sresourcestoproducetheexpectedresults.OneStahlcotestrategywastowageapublicrelationsblitztoestablishinthemindsofitsprospectivecustomersanimageofStahlcoteasthesupplierwiththemostadvancedthinkinginthebusiness.ThecampaignemphasizedthatStahlcotewascustomer-focusedandabletounderpricethecompetitionwhileproducingworld-classquality.
IdentifyingBarrierstoSuccess
Thefourthelementinthegrowthplanisidentifyingthebarrierstothesuccessofthecompany'sstrategies.Barriersmayexistinawidevarietyofareas,rangingfromaresistantworkforceoranunreceptiveculturetoquality-assuranceproblemsontheassemblyline.Usuallytechnicalbarrierscanberesolvedmuchmoreeasilythanattitudinal,cultural,orbehavioralbarriers.When,forexample,theshopforemanatStahlcote'sfinishingmillthoughtthenewinvolvementprocesswasreallyanattempttounderminehispositionandauthority,hemanagedtoslowdowntheprocesswithoutappearingtobeinoppositiontoit.
TurningBarriersIntoSuccessFactors
Onceallthebarriershavebeenidentified,thenextstepistoturnthemintocriticalsuccessfactorsthosethingsthatabsolutelymusthappeniftheeffortistobesuccessful(e.g.,whenjumpingfromanairplane,youmusthaveaparachutethatopens).IntheStahlcotecaseoftheresistantshopforeman,thestrategywastoassurehimthatnojobswouldbeeliminatedwithoutactiveparticipationfromtheshop.Anewstrategicrolewascarvedoutfortheworkforce.
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CreatingaSetofMeasures
Thefinalelementofthegrowthplanisasetofmeasuresthatallowthecompanytoevaluateitsprogressovertimeandameasurementprocessthatfullyinvolvestheworkforceinunderstandingwheretheyareandhowtheywillmakeimprovements.Themeasurementprocessshouldbefocusedonlearningratherthanonfindingfault.Thecurrentparadigmoftenusesmeasuresandmeasurementasawayofsaying"Youdon'tmeasureup"anapproachthattendstodampenenthusiasmformeasurement.Infact,theparadoxoftherecentbenchmarkingfadisthatitestablishesasthehigheststandardtheexperiencebaseofcompaniesthathavetakenthelastfivetotenyearstoachieveit.Ineffect,enormoussumsofmoney,time,andexpertresourcesareinvestedinbenchmarkingthepastratherthanprojectingapathwaytothefuture.
IntheCollaborativeWorkplace,measuresshouldbebothquantitativeandqualitative,informedbythepast,butanticipatingcustomerrequirementsinthefuture.Byvectoringinontheirrequirements,thecompanycanleapfrogthecompetitionratherthanconstantlyplaycatch-up.
Agreement
Theteamdrivingthisprocessshouldpauseatthisjunctureandmakesurethatthekeystakeholdersagreewiththegrowthplanandarepreparedtomovetowardimplementation.Ifnot,theteamneedstoidentifythedisconnectsandupgradethedocumentuntilthereisconsensus.
PhaseII:Implementation
TheStahlcoteteamwasnowreadytogo.Ithadidentifieditsnewnicheinthemarketplaceanddevelopedaveryhighlevelofbuy-in
fromacrosstheorganizationaboutthenewdirectionofthebusiness.Thecompanyhadinvestedheavilyindevelopingthegrowthplan,andeveryonehadfundamentallyagreedtothenewstrategy.Nowtheteammembersidentifiedthespecificactions
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theywouldtaketoachievetheexpectedresults.Oncetheactionplanwascompleted,theywouldidentifytheirresourcerequirements,determinehowtheywouldmanagetheongoingprocessofimplementation,anddecidehowtheywouldmeasurethemselvesannually.
TheActionPlan
TheStahlcoteteamknewthattherewerethreearenasforactionplanning:businessandthecustomer;peopleandworkprocesses;andorganizationsystems.(SeeFigure5-2.)Theteammemberstookeachoneoftheexpectedresultsandstrategiesinthegrowthplanandmappedoutwhoreallyneededtobeinvolvedineachpartofthework.Theywentbacktothestakeholderanalysisasacheckpointtomakesurethattheywereinvolvingtherightpeopleattherighttime.Thentheyprioritizedthemintermsofachievingtheexpectedresults.
Butbeforetheteamlaunchedintothisnextphaseoftheprogram,itfocusedonachievingtwoimmediate,high-visibilitysuccessestogenerateacompanywidesenseofconfidenceandmomentum.Theteamknewthatwhatwasneededtoestablishitsoverallcredibilityafterallthisplanning,itneededa"quickhit"thatcouldbedirectlyattributedtothestrategicalignmentprocesssomethingtangible,visible,andsignificanttoasmanypeopleintheorganizationaspossible.Theteamidentifiedonesuchpotentialsuccessastheredesignofthecareerdevelopmentprogram.Ithadbeenathorninthecompany'ssideforsometimebecauseitcontinuedtorewardindividualaccomplishmenteventhougheveryoneintheorganizationwasnowworkinginteams.Asecondearlysuccesswasidentifiedasgettingtheworkforceonlineandtrainedintheuseoftheirmultimillion-dollarelectronic-mailsystemsothateveryonecouldcommunicatewitheveryoneelseatwill.
Arena1:BusinessandCustomers
Meanwhile,theteamhadidentifiedtheactionstepsthatwereneededinatleasteightareasofthebusinessandcustomerarena:
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1.Customerrequirementsandrelationships.Thefirstprioritywasanewfocusonthecompany'scustomers,buildingfull-valuecontractswitheachone.Theteamwouldinitiateanengagementprocess,listentothecustomers'requirements,workthroughprocessissues,anddevelopanewsetofagreements.Teammemberschoseafocusonthequalityofthecompany'sproductsandservices.Theyestablishedanaggressivestandardtowhichtheywouldreducetheerrorrateintheirmanufacturingprocess,increaseresponsetimetocustomerservicerequests,andshifttheattitudesofStahlcotememberstowardtheircustomers.
2.Strategicalliances.Withitsnewstrategicalliancepartners,Stahlcoteneededtobuildabridgetosupportthebusinessandmanagementrequirementsofthetwocompanies.Theteamknewthatthetwoorganizations'corporatestyleswerereallyquitedifferent;infact,theyweresodifferentthatthealliancewasindangeroffailing.TheteamrecognizedtheneedtobuildtrustbycreatingasetofOperatingAgreements,andachartertogoverntheirrelationship.
3.Productsandservices.Giventhenewmarketniche,thecurrentproductsandservicesofStahlcotewouldnolongerfitthebill.Theteamdecidedthattheymustbetailoredtomeetnewcustomerrequirements.Packagingwouldneedtobedifferent,andthecustomerfollow-upservicewouldhavetobesignificantlyupgradedtobecomeproactiveratherthanreactive.
4.Marketingandsales.EventhetraditionalapproachtothemarketingandsellingofStahlcoteproductsandservicesneededtobechanged.Thenewfocuswouldbeonrelationshipselling.Adifferentkindofsalesforcewouldbehiredsincenewskillswereneeded.Newinformationsystemssoftwarewouldbeinstalledtoaccommodatenewdatarequirements.
5.Financialperformance.Financialperformancewouldstillbea
bottom-lineindicatorofsuccess,buttheneworganizationdirectionneedednewmeasures,adifferentreportingprocess,ashiftfromcostcenterstocustomercenters,andasupplychainattitudetowardinternalcustomersbythemembersofthefinance,audit,andtaxorganizations.
6.Organizationalstructure.Thebasicstructurehadalreadyshiftedtocollaborativeteams.Theleadershipfunctionwouldbe
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redefinedandnewrolesandresponsibilitieswouldbespelledout.
7.Suppliers.Suppliersthathadtraditionallybeenpittedagainsteachotherneededtoberecastasalliesintheefforttoachievecompetitiveadvantage.Thenumberofsupplierswouldbestreamlined,full-valueagreementswouldbenegotiated,andanewtypeofrelationshipwouldbeputinplacetoengenderhigherquality,lowercost,andmoretrust.
8.Researchanddevelopment.Newproductdevelopmentopportunitiesneededtobealignedwithcustomers'requirementsratherthansimplybeingbasedonwhatwasinterestingtothescientistsandengineers.R&Dwouldbecomeafullpartnerintheprocessofmeetingcustomerrequirements.
Arena2:PeopleandWorkProcesses
TheStahlcoteteammembersidentifiedspecificactionsthatwouldbeneededinfivekeyareas:
1.Anewcovenant.Thecompanyneededtocreateanewcovenantthatwouldclarifythemutualexpectationsandresponsibilitiesofitsmanagersandemployees.Partofthatcovenantwouldbetheprinciplesthatwouldguidetheirbehavior.Thenewcovenantwouldtalkaboutloyaltyandcommitmentinthecontextofachangingmarket.Itwouldprovideaculturalframeworkforinternalworkprocessesandsystemsthatwouldbuildownershipandalignmentacrosstheenterprise.Finally,thecovenantwouldconsidertheobligationsofthebusinesstoitsmembersshouldthecompanyfallonhardtimes.Iflayoffswereneeded,thedocumentwouldspellouthowtheywouldbehandled.Ineffect,thenormallysecretorconfidentialaspectsofbusinessmanagementwouldbeopenedup.
2.Teamdevelopment.TheteamwantedaCollaborativeWorkplace,butitknewthatculturecannotjustbechangedasafunctionofbusinessstrategy.Culturalchangeistheresultofmanyotheraction-
forcingeventsandactivities.Theteammembersdecidedtocreatethenewculturebyestablishingfunctionalteams,projectteams,andcross-functionalteamsthroughoutStahlcote.Eachteamwouldusethecollaborativeteamformationprocess,and
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graduallythenewculturewouldshowupinnewbehaviorsandworkprocesses.
3.Newbehaviors.EachteamwouldestablishitsownOperatingAgreements,charter,andworkprogramalignedwiththecompany'sstrategicdirection.Thechangeteamknewthatitwouldbedifficulttoalteroldhabits,soitbuiltintotheprocessskillsdevelopment,abuddysystem,andacoachingprocesstoensuresuccess.
4.Corecompetencies.Theteamtookaimatthenewskillrequirementsofthebusiness.Nolongerwouldthehiringrequirementsbebasedoninternallyfocusedcriteria.Fromnowon,thefocuswouldbeontheskillsneededtomeetcustomerrequirementsandontheabilitytofunctioninamorecollaborative,fluidworkenvironment.Nolongerwouldthecompanyusethetraditionalprocessesofrecruitmentatengineeringschools,screeningapplicantsonthebasisofdegreesandtechnicalskills.Itwouldrepositionitselfasanindustryleaderandthusoffertheapplicantsachallengingcareerintothe21stcenturyiftheyperformedwell.Aprofileofthesuccessfulcandidatewouldhavetobedeveloped,andatargetedrecruitmentstrategydeveloped.Becausejobswerenolonger"forlife"theriskprofileandflexibilityquotientofthecandidateshadtobeveryhigh.Theteammembersfeltitwasessentialtotheirintegritytoputthisprofileup-frontintheprocess.
5.Workprocesses.Businessprocesseswouldneedtoberedesigned,buttheywouldbeimplementedinanentirelydifferentwaythaninthepast.Stahlcotedecidedthatitwouldlaunchchangesinthisareaonlyafterithadworkforcebuy-intothenewstrategicdirectionofthecompanyandafterithadputinplaceacadreoftrainedleaderswhocouldfacilitatetheprocess.Thecompanyrecognizedthattheexpertiseonwhatneededtobefixedlaywiththeexistingworkforce.Theteamknewthatthreateningjobsecuritywasnotthewaytowin
theirloyaltyorbuildvalueforthechange.Therefore,itwasdecidedthatthoseaffectedbythechangewouldparticipateintheredesignprocess.
Arena3:OrganizationSystems
Theteamwasreadytomoveon.Onemajorissueremainedtobeaddressed:thefourmajororganizationalsystemsthatmade
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uptheinfrastructureofthecompany.TheteamdecidedtomaketheactualbehaviorsanddesignofthesesupportsystemscongruentwiththecorevaluesoftheCollaborativeWorkplace,recognizingthatthiswouldrepresentabigchangeforsystemspeople,mostofwhomweremorefocusedontheirjobsthanonthecustomer.
Humanresources.Perhapsthegreatestchangeswouldhavetooccurinhumanresources,wherethefocushadbeenonhiring,firing,performanceappraisals,andbenefitsadministration.InthenewStahlcote,thisdivisionwouldbecomeachangeagentandprovideskillsdevelopment.Becausetheorganizationwasmuchflatter,withonlyfourlevelsratherthan15,theperformanceappraisalsystemwouldneedredesigningtoreflectthenewroleofteams.Theforcedrankingsystemwouldbereplacedby360-degreefeedbackandamoreinteractivelearningprocessbetweenmanagersandmembers.Theconceptofadvancementwouldalsorequireredefinitionsincethecareerladderhaddisappeared.
TheStahlcoteteamalsodecidedtoreducethesizeofthecentralHRstaff,placingitspeopleoutinthebusinessunitsandoncross-functionalcustomer-focusedteams.Theshifttoacollaborativeorganizationwouldalsomeananentirelynewskills-developmenteffortintegratedintotheoverallorganizationdevelopmentofthecompany.Therewouldneedtobeanemphasisonbuildingself-sufficiencyskillsinkeymemberstoensuretheongoingsuccessfulevolutionofStahlcote.
Informationsystems.Theteamdecidedtoputtheinformationsystemsrequirementsforchangeattheendofthechangeeffort.Aspartofthebusinessprocessredesigneffort,informationrequirementswouldbeidentifiedandputintotheoverallstrategyforchange.Aconsciousdecisionwasmadenottoletinformationrequirementsdrivebusinessstrategy.
Finance.Itwasalsodecidedtorefocusthefinancefunctiononthecustomer.Acustomer-engagementprocesswouldbelaunchedtobeginbuildinganewtypeofrelationshipwithinternalcustomers.Newagreementswouldbereached,andfinancialreportingrequirementswouldberedesignedtofocusoncustomerrequirements.
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Administrationandlegal.Thisgroupalsoneededtogothroughacustomer-engagementprocesstoestablishanewtypeofworkrelationshipwiththeirinternalcustomers.Newstandardsforservicedeliverywouldbedeveloped,andtheywouldfocusonbuildingacan-doreputation.
ResourceRequirements
TheStahlcoteactionplanhadasectionontheresourcesitwouldrequiretoimplementtheplan:
Newpeopleandskillcompetencies.DifferenttypesofpeoplewouldbeneededatStahlcote,andtheprocessrequiredtofindthemwouldneedtoberepositioned.Thiswouldtaketime,money,andnewleadership.Executiveswouldneedtobeinvolvedinhiring.
Loyaltyandcommitment.Topmanagementwouldneedtoremaincommittedtotheactionplan,eveninthefaceofresistanceandeconomicdifficulties.Throughoutthecompanytherewouldneedtobeanincreasedlevelofloyaltyandcommitmenttothenewdirection.
Productivitylevels.Theteamknewthat,startingwithaproductivitylevelofabout35percent,thecompanywouldneedtomakeaninvestmentinskillsdevelopment,teamformation,andalignmenttoensurethattheengagementprocesswasinfullswing.Tojustifytheinvestment,theexpectedresultwasa200percentincreaseinproductivity.
Equipmentandmaterial.Thecompanywouldalsoneedtoinvestinnewequipment,software,andnetworkingtoensurethatthemembersweredirectlycommunicatingwitheachother,theircustomers,andtheirsuppliers.
Finances.Alltheseactionswouldrequireadditionalcapital,whichwouldbebuiltintothebudgetandamortizedoverfiveyears.The
teamprojectedthatcostsavingsandproductivityincreaseswouldbeginproducingonthebottomlinewithintwoyears.
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Implementation,Measurement,andRealignment
BeforetheStahlcoteteamimplementedtheplan,itonceagainengagedthekeystakeholdersintheagreementprocess,whichwasupgradedandthenrolledouttotheentireorganization.Nowthehardpartbegan.Stahlcotemembershadtobeginchangingtheirbehaviors.Everyonehadtotakemoreresponsibilityforthebusiness.
ImplementationisacriticalchallengefacingtheCollaborativeWorkplace.Everyonemustbeinvolvedatsomelevel,andeveryonemustfeelresponsibleforthesuccessoftheenterprise.Memberswhowereonceemployeescannolongersitbackandsimplydowhattheyaretold.Managerswhowereoncebossescannolongersimplyusetheirauthoritytoorderpeoplearound.Theentirecharacteroftheworkrelationshipmustchange,becomingmuchmoremutualandmorefocusedonmeetingcustomerrequirements,buildingvalue,achievingexpectedresults,andcollaborativelysolvingproblems.
Keytofindingsolutionsisthecreationofacomprehensivesystemofmeasuresandmeasurementtoensurethatallmembersofthecompanyknowwheretheystand.Measuresmustbeestablishedforeveryaspectoftheorganizationsoperations,customers,andculture.
Accountabilityprocessesmustalsobeinstalledsothatmemberscanlearnandgrowfromtheirmistakes.Periodicevaluationthroughouttheorganizationproducesdatathatwillallowallconcernedtomakethenecessaryadjustmentstosystemsorworkprocesses.Inaddition,arenewalprocessshouldbelaunchedeveryyeartoensurethattheorganizationremainsstrategicallyaligned.Therecanbenostandingstillifthebusinessexpectstoremaincompetitive.
Summary
Mostcompaniesareinareactivemode.Theyarereactingtotheir
competitors,thenewrealitiesoftheworkplace,andthelatestprogramstotransformtheirbusinesses.Whentheydecidetorealigntheirbusinesses,itisusuallydonefromthetopdownandnearly
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alwaysinvolvessomestructuralchange.Eventhestrategicplanningprocessisorderedfromthetopwithoutmuchbuy-inorinvolvementfromtheworkforce.Aswehaveseen,withoutthatbuy-in,ownership,andinvolvement,truealignmentisnotpossible.TheCollaborativeWorkplaceusestheStrategicAlignmentMethodtobuildvalueforthenewbusinessdirectionamongallstakeholders,focusingthebusinessonthecustomer,andre-aligningthecultureandcriticalworkprocesses.Nostoneisleftunturned,andthebusinessisnotleftinapositionwhereitcanberunover.
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6CollaborativeTeamsAllforone,oneforall,...D'ArtagnoninDumas,TheThreeMusketeers
Moreandmore,businessesaremigratingfromcommitteesanddepartmental-basedtaskgroupstoteamsandteam-basedorganizations.Whethertheyareself-directed,high-performance,autonomous,orempoweredteams,theirworkprocessesarebasicallythesame.Theyareusuallygivenasetoftaskstoaccomplish,andwhentheybegin,theystartwiththetraditionalteamprocessofformingandnorming.Itisusuallynotlongbeforethemembersstartstorming.Thepowergamesofthecommitteehavemerelybeentransferredtotheteamenvironment.Oftenitisnotlongbeforeteammembersloseconfidenceintheprocessandenthusiasmbeginstowane.Graduallybusinessleadersarelearningthatjustbecauseyoucallagroupofpeoplea''team"doesnotnecessarilymeantheyareone.
ThischapterdescribestheuseofcollaborativeteamsasthebasicworkunitoftheCollaborativeWorkplaceastructurethatcanfulfillthepromiseofempowermentwithaccountability.Thischapteralsoconsidersaprocessformanagingtheseteamsforsuccessandsuggeststhetypesofdocumentsneededtogovernthem.
TheTeam-BasedStructureofaCollaborativeWorkplace
Asastructure,thenewworkplaceismanagedbyteamsthatarefoundedonthecorevaluesofcollaboration.Theorganizationis
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Figure6-1.TheteamstructureofaCollaborativeWorkplace.
internallyaligned,operateswithintegrity,andasabusinessmeetsthestrategicneedsofitsstakeholders.
Thestructureisflat.Thesymbolforthisworkplaceisthecircle,whichrepresentsunity,equality,andmutualrespect.Itisideallysuitedforanetworkedcompanyoranyorganizationthatrequireshighlevelsoftrust,accountability,andresponsibilityamongitsmembers.(SeeFigure6-1.)
Inthisstructure,thereareatleastthreelevelsofcollaborativeteams:strategic,tactical,andoperational:
1.Strategic.Leadershiporevenfunctionalteamsprovideoverallguidanceanddirectiontotheorganizationonitsvision,mission,keystrategies,and/orspecificfunctionsortasks.Consensusdecisionmakingisessentialatthislevel.
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2.Tactical.Collaborativeteamsfocusonhowthevision,mission,andstrategies/taskswillbeachievedwithinagivensetofboundariesorparameters.Consensusdecisionmakingishighlyvaluedbutnotabsolutelyessentialatthislevel.
3.Operational.Collaborativeteamsornaturalworkgroupsimplementthestrategiesandtactics.Theyhavewideautonomyintheimplementationprocessaslongastheiractionsarealignedwiththestrategicdirectionofthebusiness.
Somecollaborativeteamsmayoperateonallthreelevels.Inpracticethestrategicleadershipteamisusuallypopulatedwithmoreexperiencedmembersandtendsnottobecomeinvolvedinthetacticalwork.Thereshouldbeaone-ortwo-personoverlapbetweenstrategicandtacticalteamsandbetweentacticalandoperationalteams.Thisisessentialtoensurethattherearenocommunicationdisconnectsbetweenthetwogroups,thattheyremainaligned,haveasharedviewaboutwhattheyaresupposedtobedoing,andbuildvaluefortheexpectedresults.
CreatingCollaborativeTeams
Thepurposeofcreatingcollaborativeteamsistobuildownershipoftheteam'soperationsandtoensurethealignmentofitsmemberswiththestrategicdirectionofthecompany.Itisamajor,up-frontprocessthatengagesthemembersinanin-depthconversationaboutwhytheyarethere,whotheyare,howtheywillworktogether,whattheyaregoingtodowhen,andhowtheywillmeasuretheirsuccess.Thereareeightstepsinwhatwillbecalledthecollaborativeteamformationprocess.(SeeFigure6-2.)
Step1:ClarifyingtheTeam'sTaskorFunction
Mostteamsareformedwithaspecificpurposeinmind.Regardlessof
thetaskortimeframe,itiscriticalattheoutsetthattheteamabsolutelyunderstandwhatisexpectedofitandthateverymembersharethatsameunderstanding.Itisbestifthistaskclari-
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Figure6-2.Creatingcollaborativeteams.
ficationisdonewiththesponsortoensurealignmentofpurpose,outcomes,andprocess.Inteamafterteam,amajordisconnectoccurswhenthereisadifferenceofperspectivebetweentheteammembersandthesponsorassigningthetask.Wehavetobeverycarefulhere,becauseinahierarchicalworksystemthatistryingtobecomecollaborative,thereisareluctancetochallengeorquestionsomeonehigherupinauthority.Butwhentheteamiswelldowntheroad,thosequestionsalwaysemergeandcanbecomeawedgebetweenthesponsorandtheteam,resultinginmutualdistrustand/oralower-qualityproduct.
Step2:ClarifyingTeamRolesandResponsibilities
InChapter4,weidentifiedsevenrolestobeplayedbyleadersandmembersofateam:sponsor,facilitator,coach/mentor,changeagent/catalyst,healer,member,andmanager/administrator.
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Rightfromtheoutsetoftheteamformationprocess,itisfundamentalthateveryoneknowandunderstandwhoisplayingwhatroleandwhen,sincerolesandresponsibilitieswillchangeovertime.Alltoooften,teamsbegintheirworkwithunspokenassumptionsaboutwhoissupposedtodowhat.Inahierarchicalworkenvironment,thereistheaddeddilemmaofwhotheleaderissinceposition,title,andauthorityareusuallysynonymous.Aclearstatementandclarificationup-frontabouttheleadershipfunction,thedifferentroles,andhowtheteamcantakeresponsibilityforperformingthoserolesfromtimetotimeisessentialforeffectivegroupdynamics.
Step3:EstablishingOperatingAgreements
Thisprocess,whichhasbeenfullydiscussedinChapter3,occursimmediatelyafterthetaskandroleshavebeenclarified.
Step4:CreatingaTeamCharter
Acharterisaformalgovernancedocumentthatrepresentsthepurposeoftheteaminrelationtotheorganization,whoitsmembersare,andhowtheywillworktogether.Thisdocumentspellsouttheteam'svisionandmission,thebenefitsoffulfillingthatmissionexcellently,itskeystrategiesandcriticalsuccessfactors,qualitystandards,boundaryconditions,andOperatingAgreements.AsamplecollaborativeteamchartermaybefoundinFigure6-3.Thecharteringprocessoperatesbytrueconsensusandproducesalignmentamongallteammembers.Whentherearemorethantwoteamsinanorganization,itisimportantthatallteamchartersberationalizedtoavoidoverlaporduplication.Thisprocessalsoenhancesalignmentandclarifiesteamrolesandresponsibilities.
Step5:IdentifyingCriticalSuccessFactors
Thecriticalsuccessfactorsrepresentthoseachievements,characteristics,and/orprocessesthatabsolutelymusthappenforthe
teamtobeconsideredsuccessfulinimplementingitscharter.
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Figure6-2.Creatingcollaborativeteams.
MissionAsvaluedandempoweredpeople,weshallcontinuouslyenhanceourpartners'
competitivepositionbyprovidinghigh-quality,cost-effectiveinformationsystemsand
services.
KEYPURSUITS
SatisfycustomerInformationneeds
MaintainandenhanceourexistingmaterialsmaintenanceandadministrativeservicesystemsMaintainanacceptablelevelofresponsivenesstocustomerrequestsMeetorexceedcustomerexpectations
Seekwaystocontinuouslyimprovethequalityandcost-effectivenessofoursystems
EliminatereworkbydoingthejobrightthefirsttimeIncorporateestablishedstandardsinoursystemsdevelopmentStayabreastoftechnologywhenitmakessenseDoourjobatthelowestpossiblecostwithout
BOUNDARIES
Adheretotheestablisheddevelopmentbudget(dollarsandpersonnel)Develop,maintain,andsupportonlycompanyandrelatedproductsMakedevelopmentdecisionsinpartnershipwithourcustomersNotassumeresponsibilitiesbelongingtootherteamsSupportandadheretothecharter
BENEFITS
ExternalPartners
Higher-qualityproductthatiscontinuouslyimprovingCustomerneedsthatareunderstoodandmetImprovedcustomersatisfactionLowercostofdoingbusinessIncreasedrespectandcredibility,becauseourcustomers'needsaremetwithsuchhighqualityCustomersolutionsthathavebroaderbaseinknowledge,creativity,andinnovationandfaster,betterdecisions,becauseourdecisionsaremadebyateamBetterabilitytoadapttofutureneeds
sacrificingtheotherkeypursuits
Promoteprofessionalexcellence
ProvideprofessionaldevelopmenttrainingOfferon-the-jobdevelopmentopportunitiesEmbracecollaborativeteams
InternalPartners
IncreasedrespectandvalueforeachmemberoftheteamImprov3edmorale,jobsatisfaction,happinessMoreopportunitiesforinnovative,creativeinputEnhancedrelationshipswithmanagementSharedresponsibilitywithotherteamsMoreprideinourjobs|ImprovedopportunityBetterabilitytostayabreastofnewtechnology
GUIDINGPRINCIPLESANDCONCEPTS
ValueandempowerourpeopleEnhanceourcustomerscompetitivepositionStrivefor"WorldClass"performanceAlignwithcorporatedirectionWorktogetherasateamMakebestbusinessdecisionsinsteadofeasiest,quickest,cheapestExpandbenefitsCollaboratewiththeplanningteam
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Step6:DevelopinganActionPlan
ThisactionplanisdifferentfromtheorganizationsstrategicdocumentdiscussedinChapter5.Thescopeofthisplanincludeswhatitwilltakefortheteamtoachieveitsvisionandmissionandproduceitsdeliverables.Italsoincludesadetailedroadmapforwhodoeswhatwhen.
Step7:BeginningCollaborativeSkillsDevelopment
Thereisabasicsetofcollaborativeskillsthatateamneedswhatcouldbecalledbasicblockingandtacklingskillssothateveryoneisoperatingonthesamelevelofunderstandingabouthowcollaborativeteamprocessesaresupposedtowork.Theseskillsincludecollaborativemeetingdesignandfacilitation,collaborativeproblemsolving,andactionplanning.
Step8:EstablishingMeasuresandMeasuringProgress
Howwilltheteamknowwhenitgetsthere?Firstbydefiningwhere"there"is;thenbytakingameasurementofwhereitbegins;andfinallybymeasuringitsprogressalongtheway.AswediscussedinChapter5,measurementisessentialtodocumentingsuccesses,learningfrommistakes,andgrowingtheorganizationssharedknowledgeabouthowbesttoservethecustomer.Sometypicalmeasurescollaborativeteamsuseinclude:customersatisfaction,decisionturnaroundtime,ownershipindecisions,cycletime,bottom-linefinancialresults,membersatisfaction,andthequalityoftheworkplaceculture.
TheTeamManagementProcess
Theprocurementcross-functionalteamhaddonealltherightthings.Ithadcompletedtheformationprocessrightonschedule.IthadreachedtrueconsensusonitsOperatingAgreementsand
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charter.Itknewwhatithadtodo.Thememberswereenthusiasticabouttheirwork.Thesponsorwaspleasedwiththequickliftoff,andconfidencehadsoared.Withinthreemonths,however,somemembersstartedshowinguplateformeetings.Differencesweremorepronouncedthanintheearlyweeks.Valueappearedtohavebeenlost.Thebulkoftheworkloadbegantofallonseveralmembers,andresentmentsbegantogrow.Whathadhappened?
Theshortansweristhatteamsandteammembersgrow,change,andoftenreverttooldbehaviors.Theongoingmanagementofrelationshipsisnotsomethingwehavelearnedverywell.Somepossibleexplanationsincludethefollowing:
Teammembersbegintotakeeachotherforgrantedandassumethatlittlehaschangedsincedayone.
Someoneontheperipheryoftheteamdecidesthatitshouldnotcontinueitsworkandactsinawaythatundercutstheteam'spurposeorcredibility.
Teammembershavenotadequatelyprocessedtheirdifferences,leadingtomanyunresolvedissues.
TheOperatingAgreementshavenotbeenkept,orthereisabreachinintegrity.
Someteammembersmayreverttooldbehaviorbecausetheymaynotwanttochange.
Timeconstraintsgrowtoapointwheregridlocksetsin,overloadedmembersrebel,andtheteam'sprioritiesareundermined.
Thesetypesofbreakdownscanbeavoidedbypayingparticularattentiontofourbasicareas:peopleandgroupdynamics;businessstrategy;skillsenhancement;andmeasurement.
PeopleandGroupDynamics
Theteamneedstokeepaclosewatchonthequalityofworkrelationships,quicklyidentifyingareasofconflictordisagreementandaddressingthem.Conflictavoidance,manipulationofthegroupprocess,andtriangulationofdifferencesaresurefirewaystosabotagetheteam.
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Anotherissuemanyteamsfaceisproblemmembers.WhiletheOperatingAgreementsprocesswillprovideteamswithpreventionstoaddressthisconcern,thereareoftenindividualswhodecide,forvariousreasons,tocontinuetodisrupttheprocess.Theseindividualsmayneedcoaching,counseling,orevenadministrativeaction.
Newmembersjoiningtheteamcanalsodivertproductivityasmembersseektobringthenewparticipantsuptospeed.IntheCollaborativeWorkplace,newmembersareintroducedwithgreatcare,withpreventionsputinplacebeforethememberjoins.Thesepreventionsincludeanagreementthattheywillbehaveinamannerconsistentwiththeteam'sprocess.Anorientationprogramisdevelopedand,onceonboard,theyareprovidedwithamentor/buddywhoensuresthatthereisunderstandingandalignmentalongtheway.Finally,newmembersaregivenampleopportunitytochallengeandofferupgradestotheOperatingAgreements,charter,andactionplan.Thisbuildsvalueandownership.
BusinessStrategy
Duringthecourseofateam'slife,therewillbesignificantchangesintheorganization'sstructure,leadership,strategicdirection,customerbase,orproductsandservices.Nomatterhowalignedtheteamis,thesechangescanhaveasignificantimpactontheirdynamicse.g.,lostmomentumorproductivityastheteamre-groups;conflictoveranewdirection;orredirectedenergyifoneormoreteammembersleave.Ifthereisanewsponsor,timewillhavetobespentbringingthatpersonuptospeed,afterwhichthesponsormayrefocusthedirectionoftheteamaltogether.
Theseexternalchangesneedtobeontheteam'sagenda.Theyoffertheteamanopportunitytoapplytheprincipleofcollaborationtoitsbusinessprocess,touseitsOperatingAgreements,torevisititscharter,andtodevelopawin-wincourseofactionforthewholeteam.
Anotherpossiblescenario,especiallyforateamthatisfunctioningwell,isthatitgetsadditionalworkassignments.Thisisyetanotheropportunityfortheteamtouseitsinternalprocessestorealign,reassess,andrecommit.
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SkillsEnhancement
Astheteamgrowsandchanges,acrucialkeytomanagingitforsuccessistoincreaseeachmember'slevelofandproficiencyincollaborativeskills.Thisspreadstheresponsibilityfortheleadershipfunction,increasesconfidence,andallowstheteamtomature.Amongtheskillsthatcanbelearnedare:advancedcollaborativeteamfacilitation;strategicinterventionsandconflictresolution;andgroupandteamdynamics.Ineffect,thecompanycommitstoanongoing,just-in-timeskillsdevelopmentprocessthatcontinuestoraisethebarofeffectivenessandeventuallyleadstoself-sufficiency.
MeasuresandMeasurement
Atsetintervalsduringthelifespanoftheteam,themeasuresidentifiedearliershouldbeapplied.Thishelpspreventmembersfromtakingeachotherforgranted,providesanobjectiveperspectiveontheteam'sprogress,andallowstheteamtomaketheappropriatemanagementorprocessinterventionstogetthegroupbackontrack.
TheSelf-SufficiencyandSelf-RenewalProcess
Justastheorganizationwillmatureintoamoreself-sufficiententity,sotoodoeseachcollaborativeteam,inaprocessthatmaytakeclosetoayear.Eventuallyateamreachesapointwhereitslevelofskillandeffectivenessinleadingandmanagingneedstoberatcheteduponemoreleveltothatofself-sufficiency.Bythistime,theteamwillhaveseveralindividualswhohavedemonstratedtheirabilityandskillinhandlingitsdynamics.Theseindividualleadersunderstandorganizationalandchangedynamics,havearticulatedtheirownmanagementphilosophies,andhaveplayedaprocessleadershiprole.
Sincenothingremainsstatic,theself-renewalprocessisequallyimportantfortheteam.Afterabouttwoyearsofworkingtogetheron
thebasisoftheiroriginalcharterandOperating
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Agreements,theteam'sfocuscanbecomestale.Atthispoint,itneedstostartalloveragainandresetthefoundationoftheteam.
TheTeamClosingProcess
Whenateamissuccessfulwhenitsmembershavebecomeacloseworkingunitthroughtheformationprocessandseeneachotherthroughthetrialsandtribulationsofgettingtheirproductorworkcompleteditcanbeveryhardtobringtheassociationtoaclose.Inmanyinstances,however,theyarerequiredto,particularlyinproject-basedorganizations.
InkeepingwiththecorevaluesoftheCollaborativeWorkplace,theprocessusedtomeettheemotionalandpsychologicalneedsofteammembersiscalledsunsetting.Thisisaformalclosingoftheteamandinvolvesanumberofcriticalcomponents:
Areviewoftheachievements,outputs,andmeasurementsfortheteam
Areviewoftheteam'scollaborativeprocess,andwhatittooktomakeitwork
Recognitionofeachteammember'sresponsibilityandachievementsinreachingthoseresults
Anopportunitytoreviewlessonslearnedatthreelevels:content,process,andculture
Anopportunityformemberstoacknowledgeeachotherasindividualsofvalue
Ineffect,sunsettingprovidesasenseofcompletion,fulfillment,andvalueandbenchmarksthegrowthofthegroup.Eachoftheteam'smemberscanthenleavefeelingacknowledged,whole,andconfidentinhisorherabilitiestoserveothersusingvaluablenewskills.
Ifforanyreasontheteambreaksupbeforeitcompletesitstaskorfunction,itisstillcriticaltoformallybringittoaclose.Thisallowsitsmemberstogrieveforthelossandplanforthefuture.Theycanthengoontootherteams,wheretheywillapplytheirexperience,skills,andlessonslearned.
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CollaborativeTeamDocuments
Acollaborativeteamwillgenerateanumberofgovernancedocumentsduringitslifespan.Thesedocumentsrepresenttheidentityoftheteamandprovideareminderastowhatwasagreed.Theyarealsohelpfulinmaintainingteamfocusonwhatithasaccomplished.Oftenteammembersforgetwhattheydidorwhattheysaidsixmonthsbeforeandmakedecisionsthatmaynotbeconsistentwiththeiragreed-upondirection.Amongthecoredocumentsthatateamcouldexpecttodevelopare:
People/CultureDocuments
Corevaluesandprinciples
Assessmentofthecurrentanddesiredstates
WorkplaceCultureIndex,benchmarkstudy
OperatingAgreements
Teamcharter
Business/CustomerDocuments
Visionandmission
Strategicbusinessdirection
Teamandorganizationcriticalsuccessfactors
Businessgrowthplan
Action/implementationplan
Full-valuecontractswithcustomers
BusinessProcessandSystemsDocuments
Businessprocessredesigns
Humanresourceplan
Informationsystemsplan
Financeandadministrationplans
Summary
CollaborativeteamsaretheprimarybuildingblockoftheCollaborativeWorkplace.Theygiveformandsubstancetothecorevalues
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ofcollaboration.Theyprovideastructurefortheworktogetdone.Theybringtheworkforcetogethertofocusonrealissuesinrealtime,bringingrealvaluetothebottomline.Theybringthecollaborativeprocesstolife,asmembersoftheorganizationworkthroughtheirissuesinanaccountablestructure.
TheteamformationprocessensuressomedegreeofuniformityinbuildingtheCollaborativeWorkplace.Asteamsengageintheprocess,thesemembersbringthenewcultureintobeing.Thecollaborativeteammanagementprocessallowstheorganizationtomature,buildingalevelofproficiencyandconfidenceinhowtohandlethedynamicsofamoreresponsible,accountable,andtrustingworkplace.Theself-sufficiency,self-renewal,andclosingprocessesmerelypunctuateanewlevelofself-relianceastheCollaborativeWorkplacetakesonalifeofitsown.
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PartIITheCollaborativeChangeProcess
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7TheCollaborativeMethodTheimportantthinginlifeistohaveagreataimandtopossesstheaptitudeandtheperseverancetoattainit.JohannWolfgangvonGoethe
Theseniorstaffmembersofthe1,500-memberservicecompanywerebrimmingwithenthusiasm.Theyhadjustfinishedanextraordinaryworksessioninwhichall1,500hadhelpeddeveloptheirnewcompanyvision.Theysimplycouldnotstoptalkingabouthowmuchitmeanttothemthateveryonehadthischancetobuyin.Itwasclearthatthisorganizationhadhighself-esteem.Youcouldfeeltheexcitementintheairandsensetheprideandloyalty.Youcouldseetheirenergyandenthusiasmfortheirworkandtheircustomers.Thishighlyvaluedworkforcewassmiling,eagertotelltheirstoryandtoservetheircustomers.TheircompanyisanexampleofaCollaborativeWorkplace.Itisalignedandengagedindiscoveringthepoweroftheworkplacecultureinachievingacompetitiveedgeinthemarket.
Mostofusdonotworkinplacesthatarethisalive,althoughIsuspectmostofuswouldliketo.Howdowecreatethiskindofworkplace?Andoncewehavecreatedsuchaworkplace,howdowesustainitoverthelongterm?
ThischapterexploresaspecificmethodologythatcanbeusedtocreateaCollaborativeWorkplace.Indeed,eventhemethodologyitselfiscollaborative.First,weconsiderthepoweroftheworkplacecultureastheprimaryvehiclefororganizationalchangeandtransformationandtakealookatseveralalternativewaysofim-
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plementingchange.ThenweintroducetheCollaborativeMethod,ananalytictoolbasedonthepremisethatlong-lastingchangeinanyorganizationmustbeginwiththeculture.
ThePoweroftheWorkplaceCulture
Muchaswe'dliketothinkso,energy,pride,loyalty,andapassionforworkarenotcreatedbyanorganizationalstructure,aleader,aproduct,oraworkprocess.Theyareallcreatedbythepeoplewhoworktogethereverydayinourorganizations.Thesemembersoftheworkforcehavedreams,hopes,andexpectations.Theyhaveissuesandproblems.Theyhavevalues,principles,anddeeplyheldbeliefs.Theywanttosucceedandcontribute.ThisiswhatIcalltheworkplaceculture,theplaceinpeople'sheartsandmindswherethesedreams,concerns,andvaluesplaythemselvesout.Theworkplacecultureisperhapstheleastunderstoodbutmostpowerfulforcefororganizationaltransformationinanyenterprise.Whatisitspower?Howdoesitwork?Howdoweengageitsothatitdrivesthechangeprocess?
TheFormalandHiddenWorkplaceCultures
ThetaskforHi-Tech'scross-functionalleadershipteamwastounderstandwhythecompanywasbecomingincreasinglynoncompetitive.Theteambeganitsprocessbyassessingthecompany'scurrentstateandthensuggestingitsdesiredstate.Theresultsastoundedeventhemostoptimisticmembersofthegroup.Theyfoundthatworkgotdone"inspiteofmanagement."Theylearnedthattherewasamajordifferencebetweentheformalworkplaceculturethosethingsthatweresaidpubliclyaboutthecompany'svaluesandwhatmightbecalledthehiddenworkplaceculturehowthecompanyreallyworked.(SeeFigure7-1.)TheyrealizedthatthegapbetweenHi-Tech'sformalandhiddenworkplace
cultureswasresponsibleforthecompany'slowlevelofproductivity,whichwasat30percent.Theteamattributedthislowlevelofeffectivenesstothebeliefbytheworkforcethatthecompanywas"outofintegrity"i.e.,thatitwasnotlivinguptothevaluesandbeliefsitpubliclyespoused.
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Figure7-1.Thehiddenworkplaceculture:Weworkintwoworlds.
Fully70percentoftheproductiveenergyoftheworkforcewasnotavailabletomeettheorganizationsstrategicobjectives.Eventheavailable30percentwasbeingthreatenedbythelatestefforttomakethecompanycompetitivereengineering.MorejobswerebeinglostasHi-Techcontinueddownitsslipperyfinancialslope.
Aswesawearlier,thehiddenworkplacecultureisthatplacewherepeoplegointheirmindsandheartswhentheydonotfeelvaluedorrespectedbytheirorganizationorwhentheydonotfeelownershipoftheworkprocesses.Thehiddencultureiswheretherealpowerandsynergyofthecompanyresides.Sometimesthespiritandenthusiasmofanentirecompanycangetlostinthisplacewhenmoraleislowandskepticismishigh.
Onemajorindexofthesizeandimportanceofthehiddenworkplacecultureiscalledthehiddenproductivityoftheworkforce.Hiddenproductivityoccurswhenpeoplewithholdtheirenergy,loyalty,andcommitmentfromtheorganizationbecausetheydonotfeelvaluedorinvolved.Itisironicthat,ascompanieslookforwaystocutcosts,theyusuallydonotlookathowtotapintothis
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hiddenproductivity.Itisrealmoneybeingleftonthetable.Intact,havingapartiallyproductiveworkforceisthesinglebiggestcostofdoingbusiness.Whenpeoplefeeltheirsecurityisbeingthreatened,productivitygoesdownandmorecostshavetobecut.Itisaviciouscycle.Withoutharnessingthatproductivitytothecompany'sstrategicdirection,itbecomesverydifficulttoachievecompetitiveadvantage.(SeeFigure7-2.)
Howdowetapintothathiddenproductivity?Howcanweunlocktheenergiesandcreativityoftheworkplaceculturetoproducebreakthroughresults,newbehavior,andlong-lastingchange?Thesolutionisnotmorestructuralchange.Theansweristoengagethetotalworkplaceculture,totapintotheenergyandcommitmentoftheworkforcebygivingthemaroleinredefininghowtheworkwillgetdoneandanopportunitytobuyintothechangeprocess.
Therearefourdimensionstoaframeworkforimplementingachangeprocessthatisdesignedtotransformtheorganization:Itcanbeimposedontheworkforcebymanagement,ortheworkforcecanbeengagedintheprocess.Inmostcases,thechangeprocessisinitiatedbymanagementinreactiontochangesinthemarketplace.Inafewinstances,managementwilltakeaproactiveposturebyplanningforthefuture.Bycross-referencingthesevariablesonamatrix,wecanidentifyfivedifferentwaysofleadingachangeeffort.(SeeFigure7-3.)
1.Structurefirst.Themostcommonexamplesofthestructure-firstapproacharereengineering/downsizing,reorganizing,and/orthedecentralizing/recentralizingofkeyfunctions.Thechangeeffortisdrivenbyeventsthathavenotbeenanticipatedorplanned,suchastheurgencytoreducecostsduetoincreasingcompetitivepressures.Thecompanyfindsitselfinareactivemode,andtheCEOand/ortopmanagementdecidebythemselvestoimposethechangetoensurethe
competitiveviabilityofthecompany.Thereislittlevalueplacedonconsultingwiththeworkforce.
2.Influencemanagement.Inthisapproach,leadershiphasrecognizedtheneedforachangeforsometime.Financialperformanceandmarketresearchhaveconsistentlyshownoverthepast
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Figure7-2.Hiddenproductivitybeforeandafterstructuralchange.
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Figure7-3.Alternativeapproachestochange.
6to12monthsthatsomethingneedstobedone.Atopleadershipteamisidentifiedtoadvisetheexecutiveonthesolution,-andoftenaconsultingcompanyishired.Theexecutivereachesouttospecifictrustedindividuals,lookingforadviceonthebestcourseofaction.Theinformationisgatheredfromindividuals,theteam,andtheconsultant,andtheexecutivemakesadecision.Usuallythedecisionistoimposeastructuralsolutionontheworkforce,althoughtheremayalsobeprocessimprovements.
3.Facilitatedchange.Thisapproachisoftenusedwhenthere
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hasbeenacrisisatthecompany,suchasthelossofamajorclientorasubstantialquarterlydeficitthattakeseveryonebysurprise.Theexecutivewantstheworkforceinvolvedinhelpingtosolvetheproblemandcreatesseveraltaskteamsthatarecharteredtomakerecommendationsinkeyareas.Theemphasisisonincreasedworkforceparticipationthroughaprocessfacilitatedbyinternalorexternalresources.Theteamscompletetheirworkandmaketheirrecommendations,butfewifanyareaccepted.Someteamsaretoldthattheyhavegiventhewronganswers.Ineffect,justbecausethereismoreparticipationdoesnotnecessarilymeanthattheworkforceactuallyhasanyinfluence.
4.Tryanything.Insomecases,theexecutivesdonotknowwhatthesolutionstotheproblemsareandmaysayso.Theywilltendtotryanythingandeverythingtoseeifitwillwork.Inthissituationthereissomelikelihoodthatthesolutionwillbeseenastheprogram-of-the-monthratherthanarationalassessmentoftheproblem.Thelevelofinvolvementbytheworkforcemaybehighorlow,butthesolutionswillmostlikelybeimposed.
5.Collaborativemethod.Thefifthoptionformanagementisthecollaborativeoptiontobeproactiveinidentifyingissuesandtheneedforamajororganizationalchangeandtoengagetheworkforceinaprocesstodeterminethemostappropriateresponse.Theworkforcebuildsvalueforthechangeandusestheirknowledgeofthebusinesstoimplementthemosteffectivechanges.
TheCollaborativeMethod:ADefinition
TheCollaborativeMethodisachangeprocessthatharnessesthevaluesofcollaborationtothepoweroftheworkplaceculturetoproducelong-lastingchangeandbreakthroughresultsfortheenterprise.Basedonthevaluesofalignment,ownership,andfull
responsibility,theCollaborativeMethodusesarangeoftoolsandprocessestoengagekeystakeholdersandensurethatthebusinessisheadedintherightdirection,thattheworkforcehasboughtin,andthateveryonetakesresponsibilityforthesuccessofthebusiness.
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KeyAssumptions
ThereareanumberofkeyassumptionsthatguidethesuccessfulapplicationoftheCollaborativeMethodtoanychangeprocess,nomatterhowlargeorsmall.
Workforceinvolvement.Leadersusuallydonotimplementchange.Theworkforcedoes.Therefore,theyhavearightandresponsibilitytobeasdirectlyinvolvedaspossible,fromstrategicalignmenttoimplementation.Failuretoinvolvetheminaproactive,meaningfulprocessmerelyincreasesthecompany'shiddenproductivity,andmayevenresultinsabotage.
Thecircle,ratherthanthepyramid.Thecircleisthesymbolofthecollaboration.Itrepresentsstrengthandunity.Whencontrastedwiththehierarchicalpyramid,thecirclerepresentsasenseofequality,commonpurpose,andsharedviewsaboutwhatisimportant.Acircleisoneofthestrongestgeometricfigures;pressureononesidetendstobedistributedaroundandacrossit.Pressureonthepyramidcancauseittoimplodeorexplode.
Acomprehensiveapproachtochange.TheCollaborativeMethodlooksatthetotalorganizationastheunitofchange,withacommitmenttotransformingallaspectsofthebusiness:itscustomers,culture,workrelationships,businessstrategy,businessprocesses,leadership,organizationalstructure,andsystems.
Behavioralchangeasculturalchange.Theonlywaywereallyknowthattheorganizationhaschangediswhenpeople'sbehaviorschangee.g.,whentheexecutivemovesfrominfluencemanagementtocollaborativedecisionmaking,orwhensomeonewhoisabusivetowardsubordinatesisnolongertolerated.TheCollaborativeMethodusestheteamformationprocessatalllevelsofthecompanytobeginredefiningtheworkplacecultureinthecontextofdesigningand
implementingthechangeeffort.Thiscreatestheessentialfoundationforpositivebehavioralchange.
Aresults-drivenplanofaction.Tobuildvalueandcredibility,theCollaborativeMethodrequiresthatbothshort-andlong-termresultsbedefinedandactionplansbeputinplacetoproducethem.Thetoolsandprocessesareonlyvaluabletotheextentthat
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theyproduceresultsintermsofcustomers,employees,andprofitability.
Realworkdoneinrealtime.Thismethodusesamultipletracksystemsothatthecustomerandongoingworkdonotsufferwhilethechangeprocessismovingforward.Whereverpossible,theexistingteamsorworkgroupsarebroughttogethertofocusonkeyissueswhiletheyreinventthebusiness.
HowtheCollaborativeMethodWorks
TheCollaborativeMethodusesaVenndiagramtorepresentthevariouselementsoftheworkenvironment,allofwhichareaddressedinthisapproachtochange.(SeeFigure7-4.)Eachaspectofthisfigureisdefinedbelow,butitiscriticaltorememberthatthechangeprocessstartswiththeredefinitionoftheworkplaceculture,asevidencedbythearrow.ItisalsoimportanttorememberthattheVenndiagramrepresentstheinterdependenciesamongallpartsoftheorganization,andshowswhattypesofinteractionsexistamongthem.Thelargercirclerepresentstheexternalboundaryofthecompany(externalmarketforcesandcustomers,forexample).Insidethatcircleiseverythingthatgoesonwithinthecompany,suchasworkprocessesandorganizationalstructure.Let'slookatthisdiagramoneelementatatime.
Visionandstrategicdirection.Thevisiondefinesthecompany'sidentityanditsstrategicdirectionbasedonitsuniqueandvalue-addedroleandcompetitiveadvantageinthemarketplace.
Customerrelationships.Thereareexternalandinternalcustomers.Thequalityoftheserelationships,thewaycustomersaretreated,andtheirlevelofsatisfactionarecentralconcernstoeverybusiness.
Workplaceculture.Thecultureincludesthevalues,principles,beliefs,
customs,mores,habits,language,energy,pride,commitment,andloyaltyoftheworkforce.Theworkplaceculturedrivesanorganization'sproductivitywhichinturnisresponsibleforitscompetitiveposition.
Workprocesses.Thereareseveraltypesofworkprocesses,or
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Figure7-4.TheCollaborativeMethod.
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waysinwhichworkgetsdone.Thefirsttypeincludes''peopleprocesses"thatinvolvedecisionmaking,problemsolving,planning,andconflictmanagement.Theseprocessesmayinvolvetwoormoreindividuals,teams,divisions,orwholedepartments.Theymaybesingle-functioninfocus,multifunctional,orevencross-functional.Thesecondtypeincludesbusinessprocessesthatultimatelydelivervaluetothecustomer,suchasthesupplychainthatmovesfromprocurementtomanufacturingtosalesandservice.
Content,structures,andsystems.Contentiswhatthecompanydoesandhowitisorganized.Thisincludesitsproductsorservices,itsstructureasevidencedbytheorganizationchart,anditssystemsgroups,suchashumanresources,finance,administration,informationsystems,andlegal.
Leadingandmanaging.Attheintersectionofallthreeinnercircleswefindtheleadershipandmanagementfunctions.Itistheresponsibilityofleadersandmanagerstounderstandnotonlywhatisineachoftheorganizationalelementsbuttheinteractionsandrelationshipsamongtheseelements,andtomanagethemforalignment,effectiveness,efficiency;andintegrity.
Alignment.Inourmodel,theellipsethatrunsfromthetopoftheexternalcirclethroughtheVenndiagramandencompassesthecustomersrepresentstheprocessofalignment,andtosomeextentmeasuresthedegreetowhichtheelementsoftheorganizationareinalignment.Alignmentwillbeoneoffourtypes:
1.Strategicalignmentintermsofthemarketplace
2.Customeralignmentbyallbusinessandpeopleprocesses,aswellastheproductsandservicesdelivered
3.Workforceandculturalalignmenttoensurethatthefullenergiesandproductivityoftheworkforceareengagedandbroughttobearon
thecompany'svisionandstrategicplan
4.Leadershipalignmenttoensurethatleadersandmembersalikeareinaccordonthestrategicdirection,businessandpeopleprocesses,andproductsandservicesbeingdelivered
Theprocessofalignmentinvolvescreatingasharedvieworperceptionaboutwhattheorganizationis,whatitoughttobedoing,
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itsdirection,andhowitsemployeeswillworktogether.Withoutalignmentinthesefourkeyareasofaction,theorganization'seffectivenesswillsuffer,workforceproductivitywilldecline,andbottom-lineresultswillreflectdisconnects.
Relationships.Thecharacterofanyorganization'sworkrelationshipsisafunctionofhowthevalues,beliefs,andmoresoftheworkplaceculturearereflectedinitspeopleandbusinessprocesses.Disconnectsoccurwhenthesetwoareasareoutofalignment.Forexample,ifthereisaclearvalueforconsensusdecisionmakingoncoreissuesforthebusinessandyetonlyafewmakethedecisions,therewillbeabasicdisconnectintheworkrelationshipsofthecompany.
Results.Thequalityofthecompany'soutputisafunctionofthealignmentbetweenitsworkprocessesandtheproductsorservicesthebusinessdelivers.Disconnectsoccurwhenthesetwoareasareoutofalignmente.g.,ifthereisafocusontotalcustomerserviceinbringingretailproductstothepublicandyetthefinancefunctionconsistentlyreducesthefundsavailableforimprovingcustomerservice.
Reputation.Perhapsthemostimportantcredentialanyorganizationhasisitsreputation,whichishowitsvaluesandbeliefsarereflectedinitsproducts,services,andcustomerfocus.Anexampleofadisconnectiswhenabrokeragehouseclaimstobeprovidingthehighest-qualityserviceatthelowestcost,andthenanauditdiscoversthereisawidespreadkickbackschemeamongthebrokers.
HowDoWeUsetheCollaborativeMethod?
TheprimaryuseoftheCollaborativeMethodistocreateandmanageaCollaborativeWorkplace.Inthecreationprocessweusethemethodtodesign,implement,andrealigntheculture,processes,andstructureofthebusinessfromhierarchy,silos,andcommand-and-control,tocollaboration.Thisapproachtochangemanagementisnotdonetoor
forthecompany.Byitsverydefinition,theCollaborativeMethodoforganizationaltransformationisdonewithandbythemembersofthecompany.
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ThereisaseconduseoftheCollaborativeMethodasadiagnostictoolformanagementandteams.Throughthevariousinventoriesandanalysesthatareconductedwhilethecompanygoesthroughitsrealignmentprocesses,criticaldataaregeneratedonallaspectsoftheorganization'soperationsthatshowwheretherearesuccesses,mediocreperformance,andbreakdowns.Usingthesedata,managementandteamscanmaketheappropriateinterventionsandimprovements.Ifthecollaborativevaluesarealreadyinplace,therewillbeahighlevelofbuy-intothisprocess,significantlyreducingthetimeittakestofixabreakdown.
Thethirduseofthemethodisasameasurementtool.Ineffect,thediagnosticassessmentatthebeginningofthechangeprocessbenchmarkstheorganization.Every6to12monthsthesesamemeasuresmaybeusedtodetermineprogresstowardmilestones.Thesedatacanbecomecentraltoacomprehensivebusinessandorganizationdevelopmentplanningprocessthatallocatesscarceresourcestotheplaceswhereitwilladdthegreatestvalue.
Summary
Thetransformationofanyorganizationfromhierarchytocollaborationisatbestadifficultprocess.Butifwehavelearnedanythingfromdecadesofexperiencewith"changemanagementprograms"thatrestructurecompanies,itisthattheydonotproducelong-termcompetitiveadvantage.Hopefully,wehaveagreaterappreciationofthepoweroftheworkplacecultureandoftheroleitplaysindrivingtheeffectivenessofourcompanies.Infact,wearenowcomingtorealizethattheonlywaytotapintothehiddenproductivity,creativeenergypride,andcommitmentofourpeopleistofullyandproactivelyengagetheminthetransformationprocess.
Byusingacollaborativeprocessforengagement,werecognizethe
fundamentalroleplayedbybasicvalueslikerespect,trust,self-esteem,andintegrityinthelifebloodofthecorporation.Byharnessingthesevaluestoanorganizedsetoftoolsandprocesses,theCollaborativeMethodprovidesaneffectiveandefficientvehiclefortrulytransformingtheorganization.
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8TransformingtheWorkplaceAsIgrowolder,Ipaylessattentiontowhatmensay.Ijustwatchwhattheydo.AndrewCarnegie
ThenewleadershipatSydex,atechnology-basedcompany,knewthatitsboardhadveryhighexpectationsofit.Financially,thecompanyhadjustbeenthroughadevastatingthreeyears.Theleadersknewtheyhadtoeitherreducecostsby30percentorincreaseproductivityby25percenttogetbackinthegame.Thecompany'sfinancialandorganizationalpainwasgreat,andamajorchangeprocesswasclearlyneeded.Theleaders,however,hadwatchedothercompaniestacklesimilarchallengesbyinstitutingdrasticcostreductions,reengineeringanddownsizing,flatteningthehierarchy,andstrippingoutthousandsofjobs.Theloyaltyandproductivityoftheirpeoplehadbeendamaged.ThenewleadersatSydexdidnotwanttorepeatthosemistakes.Theyalsodidnotquiteknowhowtheyweregoingtocreatethischange,buttheybelievedthatiftheyinvestedintheirpeople,therewasuntappedproductiveenergytheycouldengagetoleapfrogthecompetition.
Sydex'sleadersalsoknewthatinusingthisinvestmentapproachtochange,theywouldmakemistakes.Evenso,theydecidedtobetontheirpeople.Theywantedtotrysomethingthatwouldenablethemtoretaintheintellectualassets,loyalty,andproductivityoftheirpeople.Theydecidedtotryanapproachbasedontheprincipleofcollaborationthatwouldengagetheworkforcedirectlyinthechangeprocessandopenupthepossibil-
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ityofadifferentoutcome.Theyhadlittletoloseandalottogain.Theycouldalwaysslashandburn.
WhereChapter6focusedontransforminggroupsofpeopleintocollaborativeteams,thischapterconcentratesontheprocessesinvolvedintransforminganentireorganizationintoaCollaborativeWorkplace.WewillfollowtheSydexchangeteamasitworksthroughthevariousphasesoftheCollaborativeMethodandexplorethespecificstepsSydextookasitcreateditsownCollaborativeWorkplace.
ApplyingtheCollaborativeMethod
AstheSydexteambeganitsjourney,itagreedononeveryimportantthing:collaborativevaluesalreadyexistedintheSydexworkforce,andalltheteamreallyhadtodowastogivethemachance.Eventhoughtheteamdidnotknowexactlyhowtheprocesswouldwork,itdecidedtochallengetheworkforcetotakefullresponsibilityforthesuccessofthebusiness.Theteamalsoknewthatitwouldhavetoovercome30yearsofdistrustandskepticism,andaconcernthatmanagementwouldabandonanynewprogramifitdidnotyieldimmediatefinancialresults.
TheSydexleadershipsharedtheviewthatthesuccessofthischangeprocesswoulddependonitscommitmenttofollowthrough,onitspatience,andonitsprocessskills.Theleadershipteamrealizedthattotransformthedominantculturefromoneofcompliancetooneoftrustitwouldneedtoremembertowalkthetalk,engagetheworkforceforbuy-in,buildstrategicalignment,establishcollaborativeteams,andredesignbasicsystems.Italsoknewthattosucceed,itneededtobelieveintheSydexpeopleandalwaysmakedecisionsbasedonprinciple.
TheteamwasawarethatusingtheCollaborativeMethodtotransform
Sydexwouldmeanshiftingtheorganization'scultureratherthanitsstructure.First,itwouldhavetogetcompanywidealignmentonthecorevaluesthatwouldbeusedtoleadandmanagetheorganizationasawhole.Then,sincetheteamknewalltoowellthatanyorganizationalchangetendstobeevolutionaryratherthanrevolutionary,itwouldhavetocreateaprocessthatgavethepeopleatSydexthetimetheyneededtochangetheirmind-sets
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andbehaviors.Ifthechangeweredonetoorforthem,itwouldnottakehold;itwouldhavetobedonebythem.Finally,theteamknewthatithadtoworkontheassumptionthattheworkforcewantedtoberesponsibleandwantedtodotherightthingforthecompany.
Butwasn'tthisjustanother,moresophisticatedrationalefordownsizing?Notatall.InchoosingtheCollaborativeMethod,theteamwaschoosingtobasethetransformationonprinciple,notontechnique,andonculturefirstratherthanstructurefirst.Ifstructuralchangewererequired,theCollaborativeMethodwouldensuresomelevelofbuy-infromtheentireorganization.LiketheStrategicAlignmentMethodforfocusingbusinessstrategy,theCollaborativeMethodinvestedheavilyinbuildingagreementamongtheleaders,members,andotherkeystakeholdersoftheorganization.
AtSydex,collaborativechangewasnotimposed,itwasengaged.Thepayoffwassubstantial.Ratherthanlowerproductivity,theworkforceatSydexmovedintooverdrivebecausetheywereinvolved.Thequalityofdecisionsmade,workproduced,andservicetothecustomerallincreaseddramatically.Withinninemonths,humanproductivitydoubledandcostsbegantocomedownasthenewworkprocesseskickedin.Within15months,thefinancialbenefitsofthechangebegantoshowuponthebottomlineasprofitswentfrom-2to5.7percent.Yeartwoheldgreatpromise.AstheworkforcegraduallyrealizedthattheCollaborativeWorkplacewasnotjustanotherstructuralprogrambutthenewwaytheywoulddobusiness,commitmenttothenewculturebecameirreversible.
TheCollaborativeMethodusedbySydexhasfivephases,withanumberofstepswithineachphase.Thesephases(representedinFigure8-1)are:needandcommitment;preparingforthechange;assessment,alignment,andplan;managingimplementation;andself-sufficiencyandrenewal.
Phase1:NeedandCommitment
Nochangeprocesscanbesuccessfulunlessitisabsolutelyclearthatthechangeiscriticallyneededtoensureorganizationalsuccessandthatthereisaspecificmethodologyforimplementingit.
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Figure8-1.ThefivephasesoftheCollaborativeMethod.
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ThepurposeofPhaseIistoensurebasicalignmentatalllevelsoftheorganizationontheneedtochangeandwinafundamentalandirrevocablecommitmenttomoveforward.TheCollaborativeMethodusedatSydexwasafour-stepprocess.
Step1:CreatingaChangeProcessLeadershipTeam
Someonehastostarttheballrollingandthenstickwiththeprocessallthewaythrough.Aneffectivewaytobuildlong-termvaluefortheCollaborativeWorkplaceistocreatealeadershipteamofkeymemberswhowilldrivethechangeprocess.Greatcaremustbegiventotheirselectionandrecruitment.Theymustbepeoplewho:(1)willmodelthebehavior;(2)havetherequisiteskills;(3)arerespectedbytheorganization;and(4)believeinthechange.Itisbestiftheteamiscross-functional,representsallpartsofthecompany,andinvolvesseverallevels,includingthetopmanager.Theteamneedstobefreeduptospendthetime.Thisisasignificantcommitmentforeachteammember,withmeetingsandresponsibilitiesoftentakinganaverageof20to30percentoftheteammembers'time.Therewillalsoneedtobeanagreementabouthowtheirotherobligationswillbefulfilledandhowtheirparticipationwillbereflectedintheirperformancereviews.
AtSydex,theCEOformedandparticipatedonaseven-memberchangeteam.Asanticipated,oneofthefirstquestionspeopleaskedduringtheinitialengagementprocesswas:"IsSteve(theCEO)involved?"Theywantedtoknowthattopleadershipwasdirectlyengaged.
Theteamdecidedtoholditsfirstmeetingoff-site.Theobjectivewastodetermineitsdegreeofvaluefortheprocess.
Step2:EstablishingtheNeedtoChangetheWorkEnvironment
Sydexhadjustchangeditsexecutiveteam.Financialresults,aswesawearlier,hadbeenquitepoorandshowedlittlehopeof
improvementinspiteofdrasticcostcuttingoverthepastthreeyears.Thecompanywaslosingmarketshare,andcustomerswerepubliclyvoicingtheirunhappiness.Theworkforcefeltdevaluedandwasanxiousaboutthenextroundoflayoffs.Moralewasatanall-
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timelow.Simplyreorganizingthecompanyagainwouldnotsolveitsproblems.
Foranysignificanttransformationprocesstoworktheremustfirstbeaburningplatformaclearrecognitionbykeystakeholdersthat"insanity"iscontinuingtodothesamethingswhileexpectingdifferentresults.Theremustbearealizationthatthecostsofnotchangingaregreaterthanthecostsofchanging,andthatchangingthestructureisaninsufficientresponse.
Atthesametime,theremaybeconsiderabledenialabouttheneedtochange.Ifprofitsareuporgoingup,therefrainis,"Ifitain'tbroke,don'tfixit."Ifprofitsaredownorgoingdown,theviewislikelytobe,"Wedon'thavethemoneytoinvestrightnow;wehavetocutcosts."Theremayalsobeastronglyheldviewthatstructuralchangewillfixeverything.Inotherwords,intheworldofdenial,thereisnogoodtimetochangethewaythecompanyhasbeendoingthings.Denialmostoftenoccurswhenpeoplefeelthreatenedbymajorchange.Theymayfearlosingtheirbaseofpowerorcontrol.Theymaynotwanttobeaccountabletoothers.Itisveryuncomfortabletochange.Theiregosareinvolved.Ortheirlastexperiencewithachangeprogramwassopainfulthattheydonotwanttogothroughitagain.
Itmaynotbepopulartobewillingtomovebeyonddenial,toidentifytheneedforchangeandtakeastandfordoingsomethingnew.AtSydex,therewasafairlyhighlevelofdenialamongthreemembersofseniormanagement.Theywantedtoseethereengineeringprocessfinishedbeforeanynewchangewasintroduced.Theyalsobelievedthatthenewincentivesystemwouldshiftbehavior.Otherteammembers,however,feltthatitwastimetoshiftthecultureoftheworkplaceandcreateaworkenvironmentwherepeopletrulyfeltvalued.Thecompany'sdownsizinghadcutintothemeatofthe
organization,andtheircredibilitywassuffering.Itwastimetotryadifferenttack.
Thereisusuallysomeprecipitatingeventthatcausesthechangeprocesstobegin.AtSydexitwaspoorfinancialperformanceandthechangingoftheexecutiveteam.Atothercompaniesitmaybethelossofamajorcustomer,alaborstrike,amerger/acquisition,oranexecutivewhohashadalife-changingexperienceandwantstoleavealegacyofhope,growth,andpositivechange.Butalthougheventslikethesemayprecipitateanawarenessoftheneed
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tochange,theydonotnecessarilyguaranteethewillingnesstochange.Thedistinctionhereisbetweenanintellectualunderstandingofasituationandthebehavioralshiftrequiredtocommitresourcestoeffectitsresolution.TheSydexteamwaswillingtoexplorenewwaysofworkingtogether,tolearnaboutcollaborativeprinciplesandprocesses.
Step3:BuildingValueforaCommitment
Anychangeprocessismostvulnerabletoterminationinitsearlystages,especiallybeforeanexecutivecommitmenthasbeenmade.AtSydex,theteamlearnedthataverbalorintellectualcommitmenttochangewasverydifferentfromthecommitmentofactualtime,talents,andfinancestomakeitareality.Realitysetinwhentheteammembersgotouttheircalendarstoschedulethefirstthreemonthsofmeetings.
Fromtheverybeginning,theSydexteamrealizedthatthecollaborativechangeprocesswouldrequirecontinuousvaluebuildingacrosstheorganizationandamongkeystakeholders.Moreover,itrealizedthatitmustemphasizetheexpectedbenefitsandresults,nottheprocessitself.Thechangeprocesswasmerelyavehicle,ameanstoanend.Theteamalsolearnedthatitcouldnotbuildvaluebyfocusingontheabstractideaofculturalchange.Whatevertheactivity,theSydexteamhadtoconsistentlypositionthechangeeffortinconcretebusinessterms,withthecollaborativeprocessbeingappliedtosuchrealbusinessissuesassettinganewstrategicdirection,enhancingcustomerrelationships,andbuildingacollaborativestrategicalliancewithamajorbusinesspartner.
TheSydexteamwastednotimeaboutgoingdirectlytokeystakeholdersmembersoftheboard,importantcustomers,andtopleadershipinthecompanytoengagetheminanearlyassessmentofthecurrentstateofSydex.Theobjectivewastovalidatewhetherthere
wasindeedaburningplatformandtobuildvaluefortheneedtotransformtheorganization.Theteammembersfoundthattheboard'sexecutivecommitteewasalreadydissatisfiedwithmanyaspectsoftheorganizationsperformanceandwasquitewillingtoconsideradifferentapproachtochange.Theteamgottheboard'stacitsupportup-front.
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Thereareusuallyseveralinfluentialmembersoftheorganizationwhohaveseriousobjectionstothechangeprocess.Influentialresistersneedtobeengagedearlyontodeterminetheleveloftheirdisagreement.Inonemidsizeservicescompany,therewasaseniorvicepresidentwho,whenshedidnotagreewithadirectionbeingtaken,wouldstandinthehallandtalktoeveryonecomingbyandtellthemhowterribleitwasthatthisactionwasbeingtaken.Withinhours,theentireorganizationwouldbebuzzingaboutherviewpoint.Moreoftenthannot,theprocesswaseitherabortedorsubstantiallychanged.Noonewaswillingtoconfronther.Resistantbehaviorofthiskindneedstobeaddresseddirectlyandquickly.
OneofthethreepeoplewhohadmajorobjectionstotheproposedchangeatSydexwasunwillingeventotalkaboutthechange.Theteamhadagreedonthebasicprinciplethatnoonepersonshouldbeallowedtodictatethedirectionofthecompany.Tothisenditusedtwotools:root-causeanalysisandanengagementstrategycalled''increasethestakes,"whichinvolvedtheentireorganizationinbuildingvaluefortheprocessthroughouttheworkforce.Withintwomonths,theteamhadgottentheholdout'sbuy-in.
IntheearlyweeksoftheSydexchangeprocess,therewerevaryingdegreesofworkforcecommitmenttotheeffort.About10percentoftheworkforcewerewhatcanbecalledheatseekers,peopleeagertomakeadramaticshiftintheirworkenvironmentandre-focusonthecustomer.Another10to15percentweredeadsetagainstit;theythoughtthingswerejustfineandmorechangewasunnecessary.Thebalanceoftheworkforcewere"fromMissouri";theywerewillingtobelievetheprocesswouldwork,butwantedthechangeteamtoshowthemitwouldwork.TheSydexteamwasabletogetthelattergrouptobuyinatabasiclevelsothatthingscouldmoveforward.Meantime,therewasagraceperiodofabout90daysbeforesomeconcretechangeswereneeded.
Step4:CommittingtotheMethodology
Itwasnotlongbeforepeoplebeganaskingwhatwouldhappennext.Themembersofthechangeteamwereabletofendoffthe
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Figure8-2.TheCollaborativeArrow.
pressureforapreciseanswerforamonth,butduringthatmonththeteamknewithadtoadoptamethodologyandaspecificsetofstepsandprocessesthatcouldbepresentedtotheorganization.ItalsoknewitwouldbeusingtheCollaborativeMethod,andhadinfactalreadycommittedtothemethodologyinprinciple.Nowitneededtogetintothespecifics.
TheSydexteambegantheprocesswithatoolcalledtheCollaborativeArrow,whichenabledthegrouptothinkaboutthechangeprocessfromacomprehensiveperspective.(SeeFigure8-2.)Usingthistool,theSydexteamwasabletosimultaneously:(1)considerallelementsoftheorganizationthatwouldbechanged;(2)establishabasisformeasuringchangeovertime;and(3)considerproactivelythespecificmethod,strategies,preventions,andinterventionsthatwouldbemadetoensuresuccess.
Astheteammembersworkedthroughthecurrent-stateanalysis,theysoonrealizedthecomplexityofwhattheyweretryingtodo.Itwasamultifacetedchallengeandinvolveddealingwithawiderangeofissuesallatonce.Thecurrentculturewasoneofskepticism,anger,andcompliance.Theyknewtheywerenotgettingthebestfromtheworkforceandthatrecentstructuralchangeshadexacerbatedtheirdilemma.
Theteammembersinvestedsometimeincreatingtheirdesiredstatevisionfortheorganizationaswellastheirdesiredbusiness
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objectives.ThemoreinvolvedStrategicAlignmentMethodwouldbeappliedlater.TheideaherewastoidentifywheretheywantedSydextogoasabusiness.Itsdesiredstatewasnotaseasyastheyhadthoughtitwouldbetoarticulate.Thevariousmembershadsignificantdifferencesaboutwhattypeofcompanytheywantedittobecome.Atthispointtheyrealizedtherealvalueofengagingtheorganization:Ithadtobeeveryone'svisionforthefuture.
Theteamthenspecificallymappedoutitsdesiredoutcomesforthechangeprocessandoutlinedthetransitionstate,orspecificstrategies:Itwouldusetogetthere.
TheCollaborativeMethodcallsforlotsofinteraction,discussion,andagreementastheprocessproceeds.Oneoftheworstthingsthatcanhappeninachangeprocessisthatthechangeteamgetstoofaroutinfront,onlytolookaroundandfindnoonebehindit.
Anotherthingthatcanhappenisthattheteamdoesnotfullyappreciateitslimitations.Peopleareusuallyquiteenthusiasticwhenthechangeprocessstartsoff.Theyarehopefulandexpectmiracles.Thereisatendencytowaxeloquentaboutwhatwillbeaccomplishedwithouttrulyunderstandingthelimitationsofthegroup,thelandminesinthepathahead,andtheunforeseencircumstancesthatcanderailtheeffort.Withahealthyrespectfortheselimitations,theprocesscanbelessfrustrating.
Itisevenmoreimportantthatthegroupbesureithasacommitmenttoproceed.Justbecausepeoplesaytheyagreedoesnotmeantheydo.Somepeoplewillsilentlydisagreewhileverballyagreeingbecausetheyknowthatdisagreeingwithakeycorporatedirectioncanresultinseriouscareerconsequences.InthemovementtowardaCollaborativeWorkplace,however,specialattentionmustbegiventothisphenomenon.Itsexistenceshouldberecognized,andadifferentwaytoregisterdisagreementshouldbemadeavailable.Theenvironment
mustbefreefromfearorreprisals.Theattitudeandtoneoftopleadershipwillhelpshiftthependulumtowardmoreopenexchange.
Atthelevelwhereresourcesmustbecommitted,theagreementtoproceedmustbeexplicit,clear,andirrevocable.Oncetheexpectedresultsforthechangehavebeendefinedandthemethodologyclarified,thecommitmenttoproceedmeansnoturningback.Theremaybefine-tuning,realignment,oradjustmentstothe
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strategyalongtheway,butifthereislurkinginthebackgroundanyideaofatrapdoororescapehatchthatcanbeusedtobailoutoftheprocess,theintegrityoftheprocesswillbeatrisk.
Phase2:PreparingfortheChange
ThechangeteamatSydexknewthatevenwithagreementtomoveforward,itneededtocontinuebuildingvalue.Incompletingitspreparationsforthefulltransformation,itusedathree-stepprocess.
Step1:CompletingtheTeamFormationProcess
ItwasnowtimefortheSydexchangeteamtobegincreatingtheCollaborativeWorkplacebymodelingtheprocessthemselves.Theteamworkedthroughthecollaborativeteamformationprocess(seeChapter6),startingwithtaskdefinitionandthecreationofOperatingAgreements.Likemanyteamsbeforethem,theycameface-to-facewithtwokeyissues:asenseofurgencyandbuildingtrust.
Thetaskofdesigningandimplementingthetransformationofanorganizationinvolvesagreatsenseofurgency.Thereisoftenareluctancetodoalotofprocesswork.Butyoueitherinvestupfrontorpaylater,andkeeponpayingforpoor-qualitydecisions.Forexample,withoutitsconsensus-basedOperatingAgreements,ateam'sinitialconflictsordisagreementswilltakemuchlongertoresolveormaynotgetresolvedatall.Asdisagreementsaccumulateorconfidencesarebreached,theintegrityandtrustintheteamwilldropandteamspiritandeffectivenesswilldissipate.Itisfarmorecost-effectiveandefficienttotakethetimeup-frontandputthepreventioninplace.
InitsOperatingAgreementsprocess,thechangeteamatSydexfoundithadtwoareasoffundamentaldisagreement:confidentialityandconsensus.Muchtimewasspentgettingtotherootcauseofthese
issues,andtheyweresuccessfullyresolved.Thiswasanewexperienceformanymembersoftheteam.Inthepasttheyhadalwayshiddentheirdifferencesortalkedaboutthembehindtheothers'backs.Nowitwasasifthefloodgateshadopened.
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Theywerefinallytalkingaboutthethingsthatreallymatteredtothem,thethingsthatwouldtrulymakeadifferenceinhowtheyworkedtogether.Trustandconfidencewentup.Theynowknewthatbreakthroughsintheirownrelationshipswerepossible,and,asaresult,believedtheycouldsucceedandbegoodrolemodels.
Step2:CreatingandSustainingRealisticExpectations
Onedefinitionofanupsetisthatitisanunfulfilledexpectation.AtSydextheexpectationsoftheworkforcesoaredassoonastheteamannouncedthecompany'sintentiontochangetheworkenvironment.Buteverymemberhadadifferentsetofexpectations.Somewantedtobeempoweredandleftalone.Otherswantedmoredirectaccountability.Stillotherswerehopefulthatfinallytheywouldgettousetheirtalentsinamoreproductiveway.Clearly,therewasnoalignmentofexpectations;infact,forseveralweekstheywereallowedtorunrampant,creatinganinformalwishlistforchangethatwouldprobablynotwithstandthetestoftime.Whenthechangeteamfoundoutaboutthesewidelyvaryingexpectations,itcommitteditselftoestablishingamorerealisticframeworkimmediately.
ThereisperhapsnothingmorecriticalinPhase2thansettingrealisticexpectationsforthechangeprocess.Thelowertheexpectations,thebetter.Oneruleofthumbistodownplaytheprobableoutcomesandlettheworkforcebepleasantlysurprised.Thetrickforanychangeteamishowtosellthebenefitsoftheprocesswithoutoversellingtheoutcomes.
Onewaytoestablishmorerealisticexpectationsistoprovidetheworkforcewithaclearunderstandingabouttheupsanddownsofchange.Theyneedtoknowwherethepitfallsareandwhatthecriticalsuccessfactorswillbe.Figure8-3ishelpfulinshowinghowasuccessfulchangeprocesslooksovertime.Therearealwaysupsanddownsintheprocess.Whatwewanttoseeisanupwardtrendover
time.Toensurethistrend,itiscriticalthatleadershipanticipatewhenprocessinterventionsareneededandbereadytoimplementthem.
Acentralissueatthisstageoftheprocessistoreachcriticalmass,whichoccurswhenthecollaborativeculturehastakenholdsufficientlyfortheprocesstosustainitself.Eventhoughcritical
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Figure8-3.Thepsychologyofthechangeprocess.
massusuallyoccurswellintotheimplementationphase,theteammuststayvigilanttoensurethathopesanddreamsremainconsistentwithreality.Criticalmassmaynothappeneasily.AsFigure8-3demonstrates,thereismorethanonepointintheprocessatwhichinterventionsmaybeneededtomanagetheefforttowardSuccess.
OneproblemtheSydexteamranintoearlyonwasthevehemencewithwhichtheproposedprocesswasattackedbyskeptics.The"bulls"amongthemtriedoutrightassaultsonthecredibilityoftheprocessbycallingitsmethodsintoquestion,whileotherschallengedtheteamcompositionandusedsarcasmtotrivializetheobjectivesoftheprocess.The"submarines"manipulatedtheinformalnetworkstomakeclearthattheyhadnobeliefintheeffort.Meanwhile,the''elephants"indicatedthatiftheprocessfailed,theywouldnotforgetandwouldbetheretoremindeveryonethatithadnotworked.
Threatslikethesetotheintegrityofthestart-upprocessmustbehandledassoonastheyshowup.Theup-frontandearlyengagementofallmembersandstakeholdersoftheorganizationwillgoalongwaytowardmitigatingtheseproblems.Akeytosuccessisnotallowingavacuumtoemergeinwhichafewvocalskepticscanoperateunchallenged.Unfortunately,eventhoughweare
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workingtoinstallacollaborativeculture,weareoftendoingsoinanunwelcome,oratleastaskeptical,environment.Sometimeswemustmatchtheexistingcultureandchallengeittooperatebythenewrules.Wemustbeverycarefultomodeltheway.
Asthesayinggoes,"nothingsucceedslikesuccess."Thisisespeciallytrueinatransformationprocess.Tobuildvalueandmomentumforchange,itiswisetobringaboutsomeearlyvisiblesuccesses,thingsthathaveneededdoingforsometimeorthingsthatwilldemonstratetotheorganizationthatthereistrulyanewculturebeginningtotakehold.
Atonecompanythatbeganthisprocessinearnest,thestafffeltthatmanagementreallyneededtofindawaytoworktogetherasateam.Aspartofitsearlyvisiblesuccesses,thechangeteamidentifiedthreeshort-termprojectsthatallofthemcouldparticipateinjointly.Theleaderswereseeninpublicworkingtogether.Withtime,itbecamecleartoeventhemostskepticalthattop-levelcollaborationwaspossible.
ThechangeteamatSydexdidthesamething.Itsetseveralpracticalbusinesstargetstohighlightitsworkandfocustheattentionoftheworkforce.Onetargetwassecuringanewcontractwithamajorcustomerthecompanyhadbeenseekingforseveralyears.AnothertargetwasproducinganewsoftwareapplicationthatSydex'scurrentcustomerswantedinhalftheusualtime.Yetanothertargetwasdevelopingthenewcovenant.Aseachofthesemajormilestoneswasmet,theleadershipteamheldamajorcelebrationfortheentireorganizationandacknowledgedtheteamsandindividualsresponsibleforthesuccess.
Step3:AnnouncingtheDetailedChangeProcess
TheSydexteamdidnotsitonitshandsduringPhase2.Itworkedout
allthedetails,methods,andtoolsthatwouldbeusedtomoveintoPhase3,whentheassessmentandalignmentprocesseswerescheduledtobegin.Themeasurestobeusedintheorganizationalassessmentwereagreedto,theroadmapwasnaileddown,rolesandresponsibilitieswereassigned,thebudgetwasadopted,andtheprobablelandmineswereanticipated.Theteamwasreadytoroll.
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Phase3:Assessment,Alignment,andPlan
ItwouldhavemadelittlesensefortheSydexteamtobeginitsjourneywithoutknowingitsstartingpointorwhatwouldindicatethatithadreacheditsgoals.Thecurrent-stateassessmenthadgiventheteamahigh-levelpictureofwhereitwas,butitneededamorecompleteassessmentonethatprovidedbothquantitativeandqualitativebenchmarksfortheentireorganization.Atthesametime,thegroupknewitneededtoaligntheorganizationandbuildvalueforanewstrategicdirection.(SeeChapter5.)TheresultwasagrowthplanthatlookedspecificallyathowSydexwouldachieveitsexpectedresults.Thiswasathree-stepprocess.
Step1:LaunchingtheOrganizationalAssessment
Sydex'sorganizationalassessmentneededtobeascomprehensiveaspossible.Itwasdesignedtoestablishanobjectivestartingpoint;someoftheinformationwasdifficulttohear,butitwasalsonecessarytoknow.Theassessmentmadeitpossibletodrawdistinctionsbetweenperceptionandfactandprovidedaplatformforconvertingcomplaintsintopositive,responsibleactions.Thethreeprimaryarenasinwhichtheteambegantocollectdatawere:thebusinessandthecustomer;workplacerelationshipsandprocesses;andorganizationsystems.Awidearrayofmeasurementtoolswasused.Itwasparticularlyimportanttogetsomequantitativereadonthewell-beingoftheworkplaceculture.
Basedonitsratherexhaustiveassessment,theSydexteamwasabletodetermineseriesofbenchmarkstartingpointsforthechangeprocess.Italsousedthisinformationtodeterminethemostappropriateandeffectivetypesofchangeinterventions.
TheSydexteambelievedthatbycontinuingtoengagethemembershipoftheorganizationtohelpintheassessment,itcould
continuetobuildvalueforwhatneededtochange.Thegroupengagedacommitteerepresentativeoftheboardaswellasseveralcross-functionalgroupsintheorganization.ItalsoaskedSydex'skeycustomerstoparticipate,amovethatoverlappedwiththeStrategicAlignmentMethodasdiscussedinChapter5.
Wedon'tjustwakeuponedayandrealizethatthewaywehavebeendoingthingsatcompaniesisallwrong.Wehavedone
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themthatwayforareasonthatonceseemedtomakesense.Butnowwehavetoopenourmindstonewwaysofthinkingaboutwhatwehavebeendoingandhowwell.Bynature,thisisaniterativeprocess.Peoplehavetohavetimetograduallyhearthatwhattheyhavebeendoingislesseffectivethanitneedstobe.Somemaythinkthatshockingthesystemworksitdoesn't.Shockingtheorganizationonlycausespeopletodiginandclingtotheirpositions.Theyneedtobeengaged,facilitated,educated,in-cented,andcoaxedoutoftheirparadigmsabouthowbesttorunthebusiness.
DuringPhase2atSydex,somepeoplebegantoaskquestionsaboutwhenthe"realwork"wasgoingtogetdone.Toaddressthisverypracticalconcern,workwentforwardonseveraltrackssimultaneously:
Track1: Completingthebusinessathand
Track2: Completingthevariousphasesofthechangeprocess
Track3: Buildinginternalskillsforself-sufficiency
Steps2and3:StrategicAlignmentandGrowthPlan
ThenexttwostepshavebeendiscussedindetailinChapter5.Itisessential,however,thatthroughoutthisprocessseveralconsiderationsbekeptinmind.First,thechangeteamneedstoremainobjective,facilitative,anddedicatedtooperatingonprinciple.Therewillbecompetitionforinfluenceoverthecompany'sdirectionandevenquestionsaboutwhoshouldreallybemakingthisorthatdecision.Theteammustremainfirminitsresolveandworktoensuretheintegrityoftheprocess.
Second,theteammustwatchforhiddenagendas,nonalignment,andless-than-fullparticipation.Oftenthingsmaynotbewhattheyseem.Afalsealignmentatthisstagecanbedangerouslateron.Theteam
mustferretoutthedifferentneedsofkeyplayersandgetthemonthetable.Itisvitaltoactivelyengagethosewhoarequietorwhoarewithholdingtheirperspectives.Fullandopenengagementisessential.
Third,theteammusttreatallcustomerslikefamily.Inadditiontoamoreformalfull-valuecontractingprocess,theteam
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shouldmakesurethatthecustomers'perspectivehasbeenfullyheardandthatalignmentresultsarereviewedwiththempriortorelease.Itisequallyimportantthatthechangeteamensurethatthekeystakeholdersareinagreementwiththenewdirection.
Phase4:ManagingImplementation
AstheCEOlookedoutatthe15Sydexboardmembers,herealizedhowfartheyhadcomeasateam.Itwasjustsixmonthsagothatthechangeteamhadaskedtheboard'sapprovalforresourcestosupportthisplanningprocess.Atthattimetheboarddidnotparticularlycarewhetherthecompanywasrunbycommand-and-controlorcollaborativeteams.Itwaschieflyinterestedinfinancialresults.Asaresultofthestrategicalignmentandorganizationalassessmentprocesses,however,thequestionsaskedatthismeetingwerequitedifferent.Thechairmanwasaskingaboutthereallevelofbuy-inamongthestaff.Hewantedtoknowifthecompanywouldbeabletoavoidlayingoffpeoplebyincreasingproductivity.HeevenaskedaquestionabouthowtheteamswouldnowbeabletomakeSydexmorecompetitive.
TheCEOknewtheywerereadytoembarkontheimplementationphaseofthisjourney.Thechangeteamhadatrueconsensusagreementonthegrowthplan,thestaffhadreacheda75percentlevelofbuy-in,andthecustomerswerequitehappythattheyhadbecomethecentralfocusofSydex'snewdirection.Nowthechangeteamfacedawholenewsetofissues.Thethreestepsinthisphaseofitsworkseemedrelativelysimple,butinrealitywouldtakeaconsiderableamountofcareandfeeding.(Note:ItisimportantthatthesestepsbeconsideredinconjunctionwithChapter9,whichdiscusseswhatittakestoensuretheintegrityofthetransitionprocess.)
Step1:CreatingtheCollaborativeWorkplace
Thecollaborativeteamformationandmanagementprocesshavealreadybeendiscussed.Butwhataboutthedynamicsofthechangeprocessthattheorganizationwillencounterasittriestoputthisapproachintopractice?
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TheSydexchangeteamhadpreparedadocumentfordistributionthatspelledoutthegrowthplan,itsexpectedresults,thespecificstrategiestobeemployed,thenewstructure,andtherolesandresponsibilitiesofthevariousteamsintheimplementationprocess.Theteammembershadalsomadeapactamongthemselvesthatthiswasgoingtobeaqualitychangeprocess,thattheywoulddoitright.Thepressurestoimplementbeforetheywerereadyweresevere.Buttheyknewhowimportantitwastohavefullownershipandagreementontheplan.Atleastonememberoftheteampointedoutthatthesepressureswerereallyapositivesignandthattheyshouldnotinterpretthemasadesirebytheorganizationtoputthenewcultureinplace.Theteamheldtheline,andlaterwasgladthatithad.
Itisnoteasytomakethetransitionfromcommand-and-controltocollaboration.Thelastthingthechangeteamwantedtodowastosendtheorganizationintoshock.Therefore,theplancalledforthebifurcationofmemberreportingrelationshipsinanadministrative/functionalsplitthatwouldhelpeasethetransitionandkeeptheworkforcefocusedwhiletheculturechangebegantotakeeffect.Eachworkforcememberwasassignedtooneteamasahomebaseinaccordancewithhisorherfunctionalexpertise.Eachteamwouldgothroughthecollaborativeteamformationprocessandagreeontherolesoftheleadershipfunction.
Eachemployeewouldalsohaveanadministrativereportingrelationship.Thereporting,however,wouldnotnecessarilybetothepersondesignatedasinterim"teamleader"For50percentoftheirperformanceevaluation,memberswouldreporttoateamsponsor,whomighthaveaspanofcontrolashighas1:50.Theotherhalfoftheevaluationwouldcomefromtheindividual'steam.Astheorganizationevolved,thesepercentagesmightchange;theperformancereviewprocesswouldcertainlychange.
Theplancalledforthedevelopmentofinternalself-sufficiencyinmanagingthechangeprocess.Asthechangeteamanticipatedtherollouttotheorganization,itinitiatedaskills-developmentprocessthatwouldeventuallyequip25percentofitsmemberswiththerequisiteskillstohelpleadandmanagethechangeprocess.Theinitialroundwasfocusedonthoseindividualswhowouldbeginformingteamstolaunchtheeffort.
Timingiseverythinginthechangebusiness.Itwascriticalthat
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thechangeteaminvolvetheworkforceatpreciselytherightmoment.TheSydexteamdecidedtoengagetheentireorganizationingroupsof20overaperiodoftwomonthsinthefirstroundofskillsdevelopment.TheseworkshopsfocusedonwhatitmeanttobeafullmemberofaCollaborativeWorkplace.Theintentionofthisjust-in-timeengagementwasnottrainingperse,butpreparingmembersforactiveparticipationintheteamstheyhadbeenassignedto.Itwasalevelset,andwasdesignedtolaytorestanyremainingdoubtsaboutseniormanagement'scommitmenttoputtingthisnewculturalfoundationinplace.
Itworked.Nearlyallthemembersparticipated,andfewerthan1percentleftwithanyseriousnegativeperspectivesontheprocess.Clearlyallthepreparationworkandinitialengagementeffortshadpaidoff.Therewerenosurprises,onlyeagernesstomovetowardcriticalmass.
Step2:ManagingtheIntegrityoftheTransition
IntegrityisdefinedbyWebsteras"soundness,honest,firmadherencetoacodeofmoralvalues"AswewillseeinChapter9,therearemanyopportunitiesinthechangeprocessfordisconnects,orbreachesinintegrity,asacompanybecomesaCollaborativeWorkplace.OurfocushereistoexplorehowseveralofthosedisconnectsaffectedtheSydextransition,andhowitschangeteamresponded.
Sixmonthsintothetransition,theSydexboarddecidedtomergetwoofthecompany'ssevendepartmentstobetterpositionthecompanyforananticipatedacquisition.Thedecisioncaughtmostofthechangeteammembersbysurprise.TheCEOhadknownbuthadkeptthemovequietaspartofhisagreementwiththeboard.Atanemergencymeeting,anoutsidemediatorwasengagedtoprocessarangeofseriousquestionstheteamhadabouttheCEO'scredibilityandaccountabilityforthesuccessoftheteamandthechangeprocess.
Twomemberseventhreatenedtoresign.
Afterhoursofdebate,however,theteamcametoabetterunderstandingaboutwhythedealhadbeenkeptsecret,theconflicttheCEOhadfelt,andhowitwouldmoveforwardwithboththechangeeffortandtheacquisition.Newcommitmentsweremadetoputallthebusinessaswellasthechangeissuesonthetablefor
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fulldiscussion.Theteam'sOperatingAgreementswereamendedtoreflectthisevent,andatajointmeetingwiththeboard,asetofagreementswascreatedthatestablishedhowthetwogroupswouldworktogether.
Noteamwillbeabletoanticipateeverythingthatmayhappen,butitmustremainvigilantandexpecttheunexpected.Itmusttakenothingforgranted.Andwhentheworst-casescenariohappens,asitdidatSydex,itmustbepreparedtorevisititsresolveandsticktoitsprinciples,eveninthefaceofwhatmayfeellikeinsurmountableobstacles.
ItwasnotlongafterthefunctionalteamsatSydexwereformedthatthechangeteambegantonoticeanotherphenomenonteammembersbegantobehaveasiftheirteamswerethenewturf,thenewsilos.Loyaltywastotheteamratherthantothecompany.Theybegantohear,"Icannothelpyoubecausemyteam..."Loyaltytotheprimaryteamshadbecomeverystrongiffornootherreasonthanthatthecollaborativeteamformationprocesshadbroughtthemtogethersoeffectively.Itwasalltooeasyforteammemberstomaketheteamthenewsiloandfocustheirenergyonprotectingit.Oldbehaviorsdiehard.
TheSydexteamrecognizedthat,whilethestrategicleadershipteamwasclearaboutwhereitsloyaltieslay,therestofthemembershiphadbecomeconflicted.Itdecidedtoengageeveryoneinanoff-sitediscussionaboutthisissue,invokethecollaborativeproblem-solvingprocess,andcreateateamcodeofconductabouttheresponsibilitiesofeachteamtothecompanyasawhole.Specificbehaviorswereidentified,andaprocessforfutureproblemresolutionwasagreedto.Whentheretreatwasover,itwascleartothechangeteamthatshiftingloyaltyfromtheworkgrouptothecompanyasawholewasafundamentalstepinthejourneytothenewculture.
Step3:DelegatingManagementResponsibilities
Bytheendofthefirstyear,thecollaborativeprocesshadmovedintofullswingasteamstookontheirfunctionalresponsibilitieswithsomeease.Theboundaryissuesbetweenteamshadbeenworkedoutandtheirintegrityissuesresolved.TheSydexchangeteamfeltitwasreadytobeginthenextpartoftheimplementation
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process:thedelegationofroutinemanagementresponsibilitiestotheteams.Itwasclearthatnooneknewbetterwhattheirspecificpersonnelandbudgetaryrequirementswerethantheteamsthemselves.Similarly,theboardbegantoseetheteamsasacriticalresourceinplanningthegrowthofthebusinessforthenextyear.Atonemeeting,twomembersofthechangeteamsuddenlycametothesamerealization:Iftheydelegatedtheseresponsibilitiestotheteams,theythemselveswouldbefreeduptofocusonkeystrategicissues.
HerewasamajorpayoffforhavingmovedtoaCollaborativeWorkplace.Becausethechangeteamnowhadahighdegreeoftrustandconfidenceinthealignmentandaccountabilityoftheteams,therewasnolongeraneedtocontrolormanagethem.Instead,itcouldgivethemmoretodo.Withacarefulanalysisofallthefunctionsthatmanagementhadretainedintheoldwayofworking,itidentifiedfully75percentthatcouldnowbedelegatedtotheteamsataratecommensuratewiththeircapacityandreadiness.Theteamswereexcited,andthetransferwentoffwithoutahitch.Sydexhadreachedcriticalmassandwasonitswaytoself-sufficiency.
Phase5:Self-SufficiencyandRenewal
Likemostaspectsofthisprocess,theideaofself-sufficiencymeansdifferentthingstodifferentpeople.Tosomeitmaymeanthattheycanhandleanychangeissuethatcomestheirway.Toothersitmaymeanthattheyhavedevelopedawholenewlevelofprocessskillandconfidence.Tostillothersitmaymeanthatthereisnomoreneedforachangeteamtoguidethemthroughtheprocess.Self-sufficiencymayevenmeanthatleadershipknowsenoughabouttheprocesstoknowwhentoaskforhelp.
Therereallyisnoonerightanswer.Itevolvesbasedoneachorganizationsneedsandexperiences.ButbecausetheCollaborative
Workplaceisnotaprojectoraprogrambutawayoflife,self-sufficiencydoesmeanthattheorganizationhasdevelopedafairlyhighlevelofinternalcapacitytomanagethecontinueddevelopment,learning,andmaturationofthatworkplace.Itmeansitknowshowtomanagetheintegrityofthetransition,howtointe-
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gratewhatithaslearnedaboutitselfintoagrowthprocess,andwhentobegintheprocessofrenewal.
Tobeabletorenewitself,theself-sufficientorganizationmustbepreparedtogiveupthestructuresandprocessesithasdevelopedoveraperiodoftwotothreeyearsandstartoveragainwithablanksheet.Ultimately,organizationalself-sufficiencymeansmaturityandtherecognitionthatnothingisconstantexceptprinciplesandcorevalues.
AsSydexreachedthisphaseofthecompany'stransformation,itenteredafive-stepprocess.
Step1:CreatingaNewLeadershipTeam
Rotatingleadershipisessentialifacompanyistomaintainalevelofobjectivityinthisprocess.Peoplegetstuckovertime,begintobelievetheirassumptionsaboutwhatworksbest,andgetemotionallyandpsychologicallyinvestedinholdingontowhattheyhavecreated.Rotationmustbeaclear,up-frontexpectationforallmembersoftheteam.Itnotonlyreflectsacommitmenttothepsychologicalhealthoftheorganization,butopensupacareerdevelopmentopportunityformemberswhohaveexcelledassituationalleaders.
Step2:MeasuringtheCompany'sProgress
Duringtheassessmentphase,thechangeteamhaddevelopedacomprehensivesetofmeasurestobenchmarktheorganization.Nowthatitwasmorethanayeardowntheroad,itwastimetomeasureprogress.Thistime,however,everyteaminthecompanywasgivensignificantresponsibilityforgeneratingandanalyzingthedata.TheWorkplaceCultureIndexwasusedagaintoassessprogresstowardacollaborativeworkenvironment.Eachoftheteamsgotbackitsresults,anddecisionsweremadeaboutwhatchangeswereneeded.
Step3:CompletingSelf-SufficiencySkillsDevelopment
ItwasnowtimeforSydextocompleteitsinitialcycleofchange.Thechangeteamhadidentifiedabout20percentoftheworkforce
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thatitwantedtodevelopasacadreofskilledchangeagents.Thechangeteamprovidedthemwithanadditionalfourweeksofintensivecertificationtraining.TheycouldnowmanageSydexthroughthenextroundofbusinessplanningandorganizationalchange.Theseindividualsalsowentthroughalevelofself-studyandcompletedtheirpersonaljourneys.
Ineffect,Sydexhadcreateditsowninternalconsultingorganization.Theycoachedoneanother,providingmoralandprofessionalsupportforthemselvesandothers.Byinstitutionalizingthiscapability,Sydexwasnowtrulyself-sufficient.
Step4:CelebratingSuccesses
TheprimaryunitforcelebrationinaCollaborativeWorkplaceistheteam.AtSydex,thetraditionofcelebratingateamsuccessbecamegoingouttodinner.Themembersofoneteamtooktheirspousesonaweekendofgolfing.Otherteamswenttoathleticeventsortothebeachforpicnics.
Perhapsthemostdifficultformofcelebrationtheteamslearnedhowtodowasthatofacknowledgement,verballyrecognizingthecontributionsthateachmemberhadmadetothesuccessoftheenterprise.Theteamscommittedtolearninghowtodothisbecausetheyknewhowimportantitwastovalidatetheworthofanotherperson.Itwasanauthenticappreciationoftheskills,capabilities,andcontributionseachindividualgavetotheteameffort.Theylearnedthattheacknowledgementsprocesswouldgeteasierwithpracticeandthatitwasveryhelpfulinenhancingtheteam'sleveloftrust.
Step5:ReviewingandRenewing
Nothingisforever.Oneofthegreatestdangersanyorganizationfacesisbecomingstatic,self-satisfied,andarrogant,particularlywhenitissuccessful.Howmanycompanieshaveweseeninthelasttenyears
slipoffthecompetitivescreenbecausetheyforgottoadapttonewmarketconditions?Tocombatthismalaise,wemustfirstreviewwhereandwhoweare.Thenwehavetorenew.
Usingtheresultsofthemeasurementprocess,thenewSydexleadershipteamandarangeofmembersfromacrosstheorganiza-
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tioncompletedanexhaustivereviewofmajorbusinessprocesses,therolesandresponsibilitiesofteams,theircustomers'newrequirements,andtheorganizationalstructureandsystems.Theyaskedthemselves:Aretheystillappropriateforwheretheyarenow?Shouldtheybeeliminated?Whatnewdirectionsshouldtheytake?Aretheystillaligned,andifso,howwell?Whatlessonshadtheylearnedfromtheirjourneysofar?Whatcouldtheydodifferentlytoincreasetheireffectivenessandefficiency?
Renewalmustbecomearegularevent,undertakenatleastonceeveryfewyears.Eachtimeonemuststartoverfromscratch.Therearenosacredcows.TheOperatingAgreementsmustberevisited.Asinthebeginningofthisprocess,anewchangeteamonceagainengagestheorganizationintheprocess.
Summary
AsIwatchmytwosonsgrowupintoyoungmen,Iamremindedofsomefundamentalpreceptsofearlychildhooddevelopmentandhowtheycertainlymustapplytoorganizations.Wecankeepourchildrenbehavinglikechildrenbynotlettingthemgrowup,bysuppressingtheirinnatecuriosity,theirneedtosay''no"toestablishtheiridentity,andtheirdesiretolearn.Wecancertainlycontroltheirenvironmenttomakesurethattheynevergethurt.Buttheneteffectisthattheywillneverreallydeveloptheirownsenseofthemselvesandtheabilitytohandlethecurveballsthatlifewillthrowatthem.
Theprocessoftransformingacommand-and-controlenvironmentintoaCollaborativeWorkplaceissimilar.Wearegivingbirthtoanewbeingthatwillhaveanidentityofitsown.Itwillhavetosay"no"atvariouspointsinordertoestablishitswillingnesstosay"yes."Itwillmakemanymistakesasittriestodiscoverwhoandwhatitreallyis.Andasitlearnshowtotakecareofitself,tobeself-sufficient,itwill
beavoraciouslearnerofnewskills.
Thechallengetoday'sleadershipfacesistoalloworganizationstomakethejourney,togrowup,todiscovertheirnewselves.Wecanbetheirguidesandprovidenurturing,amoralandethicalfoundation,andasafeplacetocallhome.Wecansetboundariessotheywon'tgethurt.Wecanprovideanenvironmentinwhich
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theycanquestion,learn,andgrow.Wecertainlywanttoencouragethemtorespectthemselvesandothers,tohaveintegrityandbehonorableinallendeavors,tobetrustworthy,takefullresponsibilityfortheirownsuccess,serveothers,andbeaccountablefortheirbehaviorsandactions.
Inthisway,weareabletohealthepastbycreatingthefoundationforthefuture.
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9ManagingtheTransitionAlllifeisanexperiment.Themoreexperimentsyoumake,thebetter.RalphWaldoEmerson
TorealizethefullvalueofcreatingaCollaborativeWorkplace,wemustrememberthatcollaborationisawayoflife.Collaborationisaprinciplefortransforminganorganizationinawaythatshiftsnotonlyitsfoundationbutalsoitsapproachtostrategy,customers,itspeople,workprocesses,andsystems.
ToensuretheintegrityofthetransitiontoafullyoperationalCollaborativeWorkplace,everyaspectoftheorganizationmustworkinawaythatiscongruentwiththenewvaluesystem.If,forexample,thecompensationsystemstillrewardsindividualbehaviorwheneveryoneisworkinginteams,therewillbeadisconnect,orbreak,intheintegrityoftheorganization'sdirectionandoperationswithimplicationsfortheperformanceofthebusiness.Inthetransitionprocesstothenewworkculture,itisimperativethatthesedisconnectsbeminimizedtoensuresuccessandlong-termvalue.
Thischapterfocusesonwhatneedstobedonetomanagethetransitionprocessinsuchawaythatdisconnectsareminimizedandintegrityispreserved.Thischapterconsidersarangeofspecificimplementationissuesthatcanariseinmanagingthetransitionandexploresthetypesofinterventionsthatchange-processmanagerscanuseineachoffourareas:theleadershipmind-set;businessandcustomer;workforcerelationshipsandprocesses;andorganizationalsystems.
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BuildingOrganizationalIntegrityforLong-TermValue
CreatingaCollaborativeWorkplaceislikeacourtship.Themanagementofthetransitionprocess,however,islikeworkingatamarriageithaspermanenceandittakesalotofwork.Takingitforgrantedorbreachingtheintegrityoftherelationshipcanresultindivorceorseriousdysfunction.Aswebegintomanagethisneworganizationthroughtheearlyyearsoftransitioningtoanewworkculture,wemustcarefullyexamineeachaspectofitsoperationsandensurethattheysquarewiththecorevaluesofcollaboration.Therealpayoffforgoingthroughthetransformationprocesswillbefoundintheefficienciesthatresultwhentheentireorganizationisalignedwiththenewvaluesystem.
ProspectingforDisconnects
TandolCorporationsmarketingliteraturemadesignificantcommitmentstoitsprospectivecustomers.Tandolwouldfarexceedothercompaniesasavaluedbusinesspartnerbyassigningateamofexpertstoeachnewcustomerfromthedateoffirstorder.Inreality,thisneverhappened.Onlyonepersonwasdedicatedtoeachcustomer,andmostcustomershadtocallseveraltimestogettheirproductsserviced.ThenetresultwasthatbothTandol'scustomersatisfactionratingsanditsreputationinthemarketwereabysmal.
Adisconnecttakesplacewhenthereisasignificantornoticeablegapbetweenwhatacompanysaysitdoesorwilldoandwhatitactuallydoes.Figure9-1showsthatthereareatleastfourmajorareaswheredisconnectscananddooccur:
1.Leadership.Whenleadersdonotwalkthetalk,areoutoftouchwiththeworkforce,orquittheprocessinmidstream.
2.Businessandcustomers.Whenabusinessforgetsitscustomers,
focusesonshort-termresults,orresortstohierarchicalsolutions.Evidenceofdisconnectsinthisareaincludeslowerprofits,higherdissatisfactionamongcustomers,andnegativereputationratings.
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Figure9-1.Managingdisconnectsforintegrity.
FOCUS TRANSITIONISSUES
INTERVENTIONS
LEADERSHIP
WalkingtheTalkOperatingAgreementsThird-partycoachingGetnewleadership
ExhibitingNewBehavior
OperatingAgreementsThird-partycoachingTeamcoaching360°feedback
CommittingtoSuccess
Individualchoice.Commitmenttosucceedachoice
BUSINESSANDCUSTOMER
RememberingtheCustomer
Instillcustomermind-set(banners,notices,reminders)MeasurementsystemCustomer"HitSquad"Full-valuecontractingRealisticexpectations
FrustrationWithSlowBuy-In
Dual-trackoperationsVisiblesuccessesPutthehierarchytorestRoadmapforchangeChartprogress
WhatDoWeDoWiththeHierarchy?
EveryoneonateamBasicskillstrainingRedesignappraisal/compensationsystemMeasureeffectiveness
Celebratemilestones
WORKFORCERELATIONSHIPSANDPROCESSES
I'mfromMissouri"DoingrealworkBuildingtoleranceforambiguityDevelopingnewskills
SeniormanagementwalksthetalkDefinethenewcovenantRedefinetheworkcultureRealworkinrealtimebyrealteamsCreatecollaborativeteamsOperatingAgreementsEstablishmilestonesImplementnewrolesandresponsibilitiesIdentifyskillsneededProvidecollaborativeskillstraining
ORGANIZATIONSYSTEMS
BecomingFocusedontheInternalCustomer
CustomerengagementprocessMeettheimmediatecustomers'needsFull-valuecontracts
MovingFromControltoContribution
Mind-setandbehavioralchangeNewworkprocessesEvaluateandrealignsystems
RealigningOrganizationSystems
NosacredcowsOpenupdiscussionRealignallsystems
Cross-functionalteamassessmentValuesreviewDelegatemanagement
Creatingahealingculture
responsibilitiestoteams360°feedbackResults-basedperformanceIntegratedskills-developmentprocessCustomer-driveninformationsystemsSimplifyprojectmanagementsystemsMakeallsystemsuser-friendlyandaccessible
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3.Workforcerelationshipsandprocesses.Whentheworkforceissoalienatedbytheprogram-of-the-monthapproachtochangeandsoinsecureabouttheirjobsthattheyresentandresistanychange.Evidenceofdisconnectsinthisareaincludeslowerproductivity,higherlevelsofstressandabsenteeism,andincreasedcostsduetooverlappingbusinessprocesses.
4.Organizationalsystems.Whenourinternalsupportsystemsareoutofsyncwithourcorevalues,resultinginbattlesforcontrol,duplication,overlap,andinefficiency.
TheLeadershipMind-SetinTransition
TheexecutivecommitteeatTandolwaswellknownforitscommand-and-controlapproachtolife.EventhoughTandolhadinvestedheavilyinnewleadershiptechnologiesmostrecentlyinacollaborativeprototypetherewasstillastrongneedforcentralcontrol.Theexecutivesexpectedshort-termfinancialresultsfromthislatestprocess,butafterayear,theywerequitepreparedtorecommendtotheboardattheirnextmeetingthattheygobacktotheoldwayofdoingthings.Afterall,itproducedresultsanddidnotcostmuch.
TheTandolsituationisnotatalluncommon.Inmanycompanies,thepressuretotrythenewmanagementapproachesisdrivenbythebeliefthatsomethingdifferentmustbedoneifwearetobecompetitiveinthe21stcentury.Atthesametime,thecollaborativeprocessisaskingleadershiptotakeasignificantleapoffaithandgiveuptried-and-truemethodsformanagingpeopleandbusinessesforcompetitiveadvantage.Whyshouldthey?What'smore,whenthenewprocessesdonotproduceimmediatebottom-lineresults,whatshouldtheydo?
Thegreatesttransitionissuestheseleadersfaceaswemovetoamorecollaborativeapproachtobusinessaretheneedto:walkthetalkofthenewvalues;exhibitnewbehavior;andcommittosuccess.Allthese
issuesspeaktotheneedforabetterappreciationofwhattheywillindividuallyhavetodoifthereistobeintegrityinthetransition.
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WalkingtheTalk
Nothingspeakslouderthanactions.Whenaseniorexecutiveofaservicecompanyregularlypermittedhisgeneralcounseltogoupanddownthehallsberatinghiscolleagues,thecommitmenttocollaborativebehaviorswasquestioned.Toregainintegrityinthiscircumstancerequiresseveralrelatedactions.ThemosteffectivepreventionistheOperatingAgreementsprocess,sincemutualrespectandaccountabilityarecentraltoitseffectiveimplementation.Ifthatdoesnotwork,theremaybeaneedforthird-partycoachingtogivefeedbackanddealwiththeexecutive'sreluctancetoconfrontthebehavior.Iftheresistanceisevenmoreprofound,theremayaneedtodetermineifitispossibleforthispersontomanagethetransitionprocessforintegrity.Usually,atthislevelofconsultation,realignmentoccurs.Ifitdoesnot,itmaybebesttowaituntilthereisnewleadership.
ExhibitingNewBehavior
"Well,ItriedtobeopentofeedbackbutthenGeorgesaidsomethingIfeltwasreallywrong.Whodoeshethinkheis?He'sonlyadirector.Doesn'theknowwhosignshispaycheck?"Thisisonetypeofreactiontochangeprocessesthatfocusonsuperficialbehavioralchangeratherthanfundamentalculturalrealignment.Thispersondidtakethetimetogototheworkshopsandtheweekendretreats.He"gotreligion"foramonth,thenallowedthepressuresofthebusinesstooverwhelmhimagain.
Reversiontooldbehaviorisoneofthemoreseriousthreatstotheintegrityofanycompany'sefforttobecomeaCollaborativeWorkplace.Itismucheasiertoblametheprocessortheprogramthantobewillingtoexploretheimpactsofone'sownbehaviorandconsiderchangingit.Thereareanumberofinterventionsthatcanbeusedtoproducesomelevelofintegrity,includingtheOperating
Agreementsprocessorthird-partycoachingfromsomeoneoutsidethemanagementgrouportheorganization.Teamcoachingcanalsobehelpfulbyprovidingtheexecutivewithgroupsupport;360-degreefeedbackisalsoawayofprovidingimpactinformation.Fundamentallyhowever,theindividualmustmakea
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consciouschoicetobeginthejourneyandshifthisorherbehaviorforthegoodofthebusiness.
CommittingtoSuccess
Itisinterestingtoobservethoseoccasionswhenpeoplequiteventhoughtheyknowtheyshouldnot.Sometimespeoplequitwhentheybelievethey"must"changeorwhenthereistoomuchpressureonthemtochange.Resistanceisanaturalresponsetoanytypeofpressure,particularlyifyouhavealreadymademanychangesinordertogettothetopofthecorporatestructure.Peoplealsoquitwhentheyaretakenoutoftheircomfortzone.Thisassumesthatbusinessgrowthandchangeshouldbecomfortable.Theyaren't.Wecannotexpecttocompeteinanincreasinglycompetitivemarketbycontinuingtoholdontothestatusquo.Long-termsuccesswillnotcometothosewhojustworkharder;rather,itwillcometothosewhoconfronttheirworstfears,refusetoquit,andbreakthroughtheirownself-imposedlimitationstoachieveanewlevelofperformance.
Thefundamentalcommitmenttosucceedmustbethereandsomustthewillingnesstogiveupthepastandbechallengedbythefuture.Leadershipforintegrityrequiresalotofwork.Itisnotafunctiontobeperformedbysomeonewhoisretiredonthejoborlookingtocashoutinthecompany'snextearlyretirementoption.Todealwiththesedisconnects,itisimportantthatleadershipcommittofollowingthroughontheprocessandensuringitssuccess.
TheBusinessandCustomerFocus
Bydefinition,changeprocessestendtofocustheenergyoftheworkforceinternally.Thiscanhaveasignificantimpactoncustomersatisfactionandconfidenceinthecompany.Thefocusonbuildingvalueforthenewworkenvironmentcanalsoshiftenergyandattentionawayfromthecompletionofcurrentpriorities.Inaddition,
anxietyaboutwhatwilltaketheplaceofhierarchycanunderminetheshifttothecollaborativeteam-basedorganization.
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Itisessentialtomanagethetransitiontothenewworkethiccarefully,keepingprioritiesclear,maintainingbalance,andnotdroppingtheballonexistingcommitments.
RememberingtheCustomer
Onepossibledisconnectduringthechangeprocessisthatwemayforgetthecustomeraswefocusourenergyonrealigningtheorganizationinternally.Evenifcustomersarewarnedaboutwhatishappeninginsidethecompany,wedonotwanttoshaketheirconfidenceinourabilitytocontinuedeliveringtop-qualityproductsandservices.Whateverhappensinthechangeprocess,wemustrememberthecustomeratalltimes.Itmaybeassimpleaskeepingtheissueinfrontoftheworkforceateverymeetingorpostingbanners,oritmayrequireamorein-depthprocessofbuildingameasurementsystemtotrackprogressonaweeklyormonthlybasis.
Throughouttheprocess,thequestionneedstobeasked:"Howwillthisaffectourcustomers?Howwillthisactionaffectourquality?"Inaworkenvironmentwhereeveryoneisacustomer,thesequestionsapplyequallytothoseinsidethecompany.A"hitsquad"canbecreatedtorespondtospecificcustomers'issuesastheyarise,andbegiventheauthoritytomakeinterventionstomaintaincustomersatisfaction.
Thecompanycanintegratethefull-valuecontractingprocessintothechangeeffort,asdiscussedinChapter5.Theentireorganizationcanbeengagedinestablishingqualitystandardsthatwillbeusedtomeasurethevalueofitsproductsandservicesanditsrelationshipswithcustomers.Thisprocesscanbetiedintoexistingtotalqualityworkortothestrategicalignmentprocess.
FrustrationWithSlowBuy-In
Timeisoftheessenceinanychangeprocess.Thecollaborative
approach,however,requiresahighlevelofbuy-infromacrosstheorganizationatthesametimethatitrequiresurgentaction.Adisconnectcanoccurifmanagementgetssofrustratedwiththeslow
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paceofbuy-inthatitmovesforwardwithoutit,oriftheprocessisnotfullyimplemented.Oneconclusiontheworkforcemaydrawfromthisisthattheresultsarepredetermined.Atsuchapoint,thecredibilityoftheeffortcanbedamaged.
Toaddressthisdilemma,thedynamicsofthebuy-inprocessmustbeclearlyunderstood.Setrealisticexpectationsforallaspectsofthechange,includingthestrategicredirectionofthebusiness.Forexample,achievingworkforcebuy-intoastrategicredirectioninanorganizationof1,000peoplemaytakesixtotwelvemonths.Keepthebusinessmovingforwardusingthemultiple-trackprocessdiscussedearlier.
Athirdwaytorespondtothetimeissueistoagreeonwhatearlyvisiblesuccesseswillbedeliveredina60-to90-daytimeframe.Inonefinancialservicescompanywherethisapproachwasused,atargetof$40millioninvestedin90dayswasestablishedatthebeginningoftheprocess.Notonlydidthegoalbringeveryonetogetheraroundacommonbusinesspurpose,buttheyexceededthegoalby250percent,establishingaplatformforcredibilitythatcarriedthemwellalongtowardtheirsecondfinancialgoal.
WhatDoWeDoWiththeHierarchy?
Somecompaniesfindthemselvesinaconflictbetweentheircommitmenttocollaborationandthetraditionalstructuresthathaveservedthemsowellalltheseyears.Adisconnectcanoccuriftheworkforcecomestobelievethatcollaborationisbeingusedmerelyasanothertechniquetoincreaseproductivityratherthanasthebasisforanewculturalframework.Communicatingusingsymbolsandpressreleasesisnotenough.Puttingthehierarchytorestmustbeavisibleandongoingprocess.
Thereneedstobeaspecificroadmapforthechangeprocessthatis
cleartoeveryone.Postitattheemployeeentrancestowork.Chartyourprogressonthatmap.Puteveryoneonateamearlyintheprocess.Getthembasicskillstraining.BegintomakevisiblechangesinthehumanresourcesfunctionbyredesigningtheperformanceappraisalandcompensationsystemstoreflectthevaluesoftheCollaborativeWorkplace.Measureyoureffectivenesseverysixmonths.Celebratetheaccomplishmentofyourmilestones.
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Makethischangeprocessasrealandpracticalaspossibleforeveryone,inplaceswhereitisimportant.
WorkforceRelationshipsandProcesses
IncreatingaCollaborativeWorkplace,wearetransformingmind-sets,behaviors,andourapproachtoallaspectsofhowweleadandmanagetheworkplacefromcommand-and-controltocollaboration.Definingandimplementingthenewcovenanttakestimeandpatience.Itrequiresvigilanceinapplyingthemethodologyandacommitmenttolearnfromourmistakes.
Inthischangeprocess,disconnectsinworkrelationshipsandcommunicationsamongmanagementandtheworkforcecanoccurregularly.Withuncertaintyandskepticismcomeanxiety,tension,andstress.Thereisnoplacetohide.Weneedastrategytoaddressseveralfrequentdisconnectsinthisarena.
''I'mFromMissouri"
"AssumeI'mfromMissouri,theshow-mestate.YoushowmewhyIshouldbuyintothisapproach"Theworkforceisroutinelysubjectedtotheentirespectrumoftrainingandorganizationdevelopmentinterventionsdesignedtomakethembetterandmoreproductiveaspeople,workers,orprofessionals.Inmanyinstances,seniormanagementdoesnotparticipate.Asonevicepresidentsaidaboutaleadershipdevelopmentseminar,"Ourhopeisthatbyosmosiswewillgettheneededchangeinourculture.Weexpectittohappenifthereisacriticalmassthatcompletesthistraining."Therewasn'tanditdidn't.Infactthetrainingwascutinhalfbecausetheintendedimplementationvaluewasnotbeingrealized.
Considerableskepticismcanresultwhenpeoplefeeltheyarebeingtreatedlikeguineapigs,especiallyiftopmanagementdoesnotitself
participate.Resistanceandresentmentgreeteachnewcomeronthesceneasmoreandmorepeopleendupinthe"Missouri"mind-set.InthecreationandmanagementoftheCollaborativeWorkplace,theburdenofproofisonmanagementtodemonstrateitscommitmenttotheprocess.Aswehavesaid,col-
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laborationisawayoflife.Managerscaninvestthemselvesinbuildinganewtypeofworkingrelationshipwiththoseinthetrenches.Theycanbecomeinvolvedwiththeworkforceontheshopfloororinthecubiclestobuildandsustainvalueforthenewworkenvironment.
Similarly,itisvitalthattheworkforcebeactivelyengagedwithmanagementindefiningthenewcovenantthatwillarticulatethenewexpectationseachpartyhasoftheother,theirmutualresponsibilities,andthebenefitseachderivesfromthisnewrelationship.Inaddition,membersmustbeinvolvedintheprocessofredefiningtheworkculture,usingtheOperatingAgreementsprocessinworkteamsofallkindsastheprimaryvehiclefordoingso.Thisprocesswillallowthecollaborativeculturetoemergeacrosstheorganizationratherthanbeingimposedonitfromabove.
DoingRealWork
Anothersignificantdisconnectforemployeesoccurswhentheyhavesolittlevalueforthechangeprocessthattheyconsiderittobeseparateanddistinctfromtheirrealjobs.Atoneinformationsystemsorganizationthatexperiencedthe"Missouri"mind-set,itwasbelievedthatunlessyouwerekey-punchingcodesintothecomputer,youwerenotdoingrealwork.Attendanceatteammeetingswasconsideredawasteoftime,especiallyiftheyfocusedonteamgamesornonquantitativeprocessstuff.Peopleusuallyvaluewhattheyown.Givetheworkforceownershipofthechangeprocesssothattheycanrealizeitsvalue.Onewaytodothisistobuildcollaborativeteamsaroundrealbusinessissuesthatrequireasolutionwithinagiventimeframe.Realworkinrealtimebyrealteamsbuildsvalue.
BuildingToleranceforAmbiguity
Theregionalmanagerofthedistributioncenterwasoverheardonhisconferencecallwiththemainoffice:"AreyoutellingmeInolonger
havemytitleandthatIhavetwobosses,oneofwhomisacoach?"Mostofushaveaverydifficulttimewiththistransitiontoaflatworkenvironmentwhereweareallmoreorlessequal,
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andwheretraditionalbosseswhooncetolduswhattodohavebeenturnedintocoacheswithunclearresponsibilities.Whotellsmewhattodo?Whodoesmyperformanceevaluation?
Thiscanseemlikeanambiguousworkenvironment,anditdoesn'tfeelgood.Thedisconnectsoccurwhenmembers"dialout"intermsoftheirenergylevelbecausethenewworkrelationshipshavenotbeensufficientlyclarified.Peoplewilltendnottocommittosomethingthattheydonotunderstandorthatthreatenstheireconomicsurvival.
Wecould,ofcourse,begintellingthemwhattodo.Ontheotherhand,wecouldengagetheminaprocessoftakingresponsibilityfortheirownfutures,theworkplace,andtheirjobs.Startthecollaborativeteamformationprocess.CreateOperatingAgreements.Establishmilestonesandcreateactionplanstoachievethem.
IntheCollaborativeWorkplace,everyonetakesfullresponsibilityforthesuccessoftheenterprise.Theonlyjobsecurityiswhattheteamcreatesforitselfbymeetingitscustomers'needswithsuperior-qualityproductsandservices.Therealityisthatwenowhavetooperateinanambiguousworkenvironment.Stabilityisgone.Cycletimecontinuestocollapse,andtimeexpectationsfromcustomersarebecominglessforgiving.Qualityexpectationsaregoingup,andcostpressuresmeanourjobscontinuetoberedefined.Whatwillremainconstantisthecollaborativeculturewecreateforourselves,becausevaluesandprinciplestendtoremainconstantovertime.
DevelopingNewSkills
Thechallengeofcreatingthenewworkplaceisoftengreaterthanwerealizeatthetimewecommittoit.Sometimesweaskourpeopletodothingstheydonothavetheskillstodo.Forexample,amanufacturingvicepresidenttoldhisdirectreportsthatinthenewself-directedworkenvironmenttheywerenolongersupervisorsbut
facilitators.Themanagersdidn'tknowhowtofacilitate.Theresultwasagroupoffrustratedmanagerswhodidn'tfeeluptothetaskandaworkforcethatwasconfusedabouttheirnewrelationshipwiththemanagers.
ItiscriticaltothesuccessoftheCollaborativeWorkplacethat
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thepeopleentrustedwithitscreationandmanagementfeelconfidentintheirnewroles.Weneedtoclearlyidentifytheirrolesandresponsibilitiesandthenewskillstheywillrequiretobesuccessfulandthenprovidethemtheopportunitytogetthattraining.Leadersneedtoknowhowtobefacilitators,coaches,andcatalystsforchange.Theyneedtolearnhowtodesignandfacilitatemeetings,formandmanagecollaborativeteams,makestrategicinterventionstoresolveconflicts,manageproblem-solvingtechniques,andenablethechangeprocesstobesuccessful.Withaneffectivelevelofproficiencyintheseskills,theycanidentifybreaksintheintegrityofthechangeprocessandworktoensureitsoverallsuccess.
OrganizationSystems
Toensurethepermanenceofthecollaborativeworkethic,thesevaluesneedtobereflectedinalltheinternalorganizationsystemsandprocesses.Thehumanresource,finance,legal,administration,andinformationsystemsarefundamentaltotheday-to-dayoperationsofanybusiness.Itisinthesesystemsthattransformationalchangecanbethemostdifficult.Butwithoutafundamentalshiftintheiroperation,theentirechangeprocesscanbeundercut.
Forexample,inonecompany,thesalesforceorganizeditselfasacollaborativeteamanddevelopedaveryaggressivemarketingprogram.Havingdecidedthatincentivepaywouldgototheteamasawhole,nottoindividuals,theywantedittobedividedequallyamongthemembersonaquarterlybasis.Thefinanceofficeatheadquarters,however,hadatime-honoredtraditionofpayingonlyindividualsandhadaformulaforthelevelofpaytheywouldreceive.Whenthesalesteamproducedasaleslevel50percentabovetheoriginaltarget,itsmembersdidnotgetpaidinaccordancewiththesystemtheyhadagreedtointernally.Theresultwasamajordisconnectbetweenfinanceandsales,withrecriminationsandbadfeelingsbothways.
Saleswastryingoutthenewvaluesandthoughtitwasmakingthemrealbycreatingagroupincentive.Financethoughtitwasdoingitsjob,andbecauseithadbeengivennoinstructionstothecontrary,didnotunderstandwhyeveryonewassoupset.
Thistypeofdisconnectcanhappenmanytimesoverasthe
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organizationimplementscollaborativevalues.Howshouldnewvaluesbereflectedinnewsystems?Whoisresponsibleformakingthechange?Whatimpactswillthesesystemschangeshaveontheeffectivenessoftheorganization?Herearesomepossibledisconnectsandsomewaystoresolvethem.
BecomingFocusedontheInternalCustomer
Inachemicalscompany;thecorporateinformationsystemsgroupwasknownforbeingveryinternallyfocusedworkingtorefinetheperfectsoftwareapplication,eventhoughthebusinessunitshadnotevenaskedforit.E-mailcommunicationsweretheprimaryvehiclesbywhichthishighlynetworkedorganizationfunctioned,butunfortunatelytherewerefourdifferentsystemstochoosefrom.Fundamentallytheorganization'sinformationnetworkswereincompatible,duplicative,andinaccessible.TheIShelpdeskseemedtoneverbeavailablewhenitwasneeded.Allacrossthecompany;professionalsbeganacquiringtheirownPCs,buildingtheirownapplicationsfromoff-the-shelfsoftwarepackages,andbasicallywithdrawingtheirsupportfortheinformationsystemsgroup.ItwassmallwonderwhentwoyearslatertheISgroupwasdecentralizedintothebusinessunits.
Inmovingtoacollaborativeworkenvironment,acentral,drivingvalueisfocusingthebusinessonthecustomer.Thissamevalueappliesinternally.Organizationsystemsgroupscanincreasetheirshort-termvaluetothebusinessbyinitiatingtheirowncustomerengagementprocesswiththeirinternalpartners.Inthisprocesstheyopenuptheirpoliciesandprocedurestothescrutinyandconstructivecriticismoftheircustomers,askforimprovementsandenhancements,andidentifyspecificthingsthecustomerswanttogethandledinthenext90days.Thentheymeetthoseneedsandprovidethoseservices.Finally;theybeginbuildinglonger-termvaluebydevelopingfull-
valuecontractswiththosecustomers.
TheintegrityofthetransitiontoaCollaborativeWorkplacerequiresthatwebuildrelationshipandvalueratherthanerectbarrierstoeffectiveandefficientoperations.Ultimately;thevalueanysystemsgroupbringstothetableistheserviceitcanofferitscustomerssotheircustomerscanachievehighperformance.
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MovingFromControltoContribution
Amajorroleformanyorganizationsystemsgroupsiscontrol:ofexpenditures,ofhiringandfiring,ofcompensationandbenefits,ofcontracting,procurement,andlegalactions.Controlcanbecomeamind-setofthepeoplewhohavebeentrainedtomaintainit.Organizationally,theyhavebeengroupedtogetherinsilosthat,inmanyinstances,havebecomeisolatedfromthemainstreamofthebusiness.Issuesofresponsivenessandaccountabilityareoftentheresult.
IftheseorganizationsaretobecomeeffectivepartnersintheCollaborativeWorkplace,theyneedtofocusmuchmoreonbuildingworkrelationshipsthatbringvaluetotheirinternalcustomers.Thismayrequireashiftinmind-setandbehavior.Itmayalsorequirenewworkprocessesandnewwaysofprovidingservices.Specifically,thechangeteamcanengagetheleadershipofthesystemsgroupsasaspecialprojectteamthatundertakesaspecificassessmentofworkrelationshipsandbusinessprocesseswitheachofthelineorganizations.Aboveall,thereneedstobearealignmentofsystemsorganizationsfromcontroltocontributionandservice.
RealigningOrganizationSystems
Oldhabitsdiehard,andoldvaluesystemsalmostneverdie.Theyareingrainedinourmindslikeicons,sacredcowsthatmayneverbetouched.Inonecompany,thepresidentialawardshadbecomeahollowshellthatoftenrewardedcompetitiveratherthanteambehavior.Incentiveandbonuspaywasgiventoindividuals.Effortstoreplacethissystemwithteam-basedawardswereresisted.Somemembersofteamsconcludedthattheirteamactivitieswouldhavetowaituntiltheycompletedtheworkessentialtogettingtheirbonuspay.Theresultwasthatseveralteamsdisbanded.
TheCollaborativeWorkplaceisopen,providingthefreedomtodeterminewhatprocesses,systems,orapproachesarestillneeded,basedonprinciple,onwhatisbestforthecustomer,andontheircongruencewiththecorevaluesofthecollaboration.Systemsmayberedesignedtosupporttheneedsofthecustomerandthenewculture.
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CreatingaHealingCulture
Inorganizationsthatareexperiencingtheculturewars,healingisessential.Ithelpstocreateanenvironmentinwhichthesetypesofissuescanbeopenlydiscussed.Whatfollowsaresomesuggestionsthatindicatewhatacollaborativeorganizationcandotohelpcreateahealingculture.Ifyourorganizationhasalreadydonethesethings,thesuggestionsmayprovideaplatformforfurtherexpansion.
Cross-functionalteamscanreviewtheorganizationalsupportsystemstoensurethattheybringvaluetothecustomerandtheworkforce.Thiscollaborativevaluesreviewcanrecommendtheredesignofspecificfunctions,whichcanthenbestreamlinedandsimplified.Responsibilityfortheday-to-daymanagementofthesystemsfunctionscanbedelegatedtocollaborativeteams.Forexample,theteamscouldhireandtraintheirownmembers.
Inhumanresources,thepersonnelladderandperformancereviewprocessescanbereplacedwitha360-degreefeedbacksystem,results-basedperformanceawards,anddecentralizedresponsibilityforteam-basedreviews.Appraisalscanbebasedbothonindividualandonteamperformance.Careerandprofessionaldevelopmentcanbebasedontheneedsofthecustomer,andskillsdevelopmentcanbedirectlyrelatedtotheenhancementofcustomer-basedskills.
Informationsystemscanhaveanarchitecturedrivenbycustomerrequirements.Theinternalcommunicationssystemcanbecomemoreuser-friendly.Informationsystemsstaffcanhavetheirappraisalstiedtocustomersatisfaction.
Inthefinance,administration,andlegaldivisions,theprojectmanagementsystemcanbesimplifiedtofocusonmeetingcustomerrequirements.Budgetandfinancialreportingsystemscanbeputon-line,simplified,andmadeuser-friendly.
Summary
Aftertheprenuptialagreementshavebeensignedandthehoneymoonisover,thehardworkbeginsinmanagingthetransitiontoaCollaborativeWorkplace.Inthefirstyearorsoaftertheprocess
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isinitiated,manyifnotallofthesedisconnectsarelikelytooccur.Therealquestionisnotwhentheywillappear,buthowtheorganizationwillmanagetheintegrityoftheprocesses,methods,andtoolswhentheydo.Thereisnosetgameplan.Thereisnopresetstrategy.TheleadershipprocessesinaCollaborativeWorkplace,however,mustalwayscomefromprinciple,fromthecorevaluesoftheCollaborativeWorkEthic,iftheyaretobesuccessful.
Thetemptationtolapseintooldbehaviorisenormous.Itisliketheritesofpassageforayoungmanwhomustfacedownhisenemiesandinnerfearsashesearchesforhissoulinthemanhealreadyis.ManagingtheevolutionoftheCollaborativeWorkplaceisverymuchlikethis.Thecorevaluesandbeliefsarealreadythereresidentinthepeoplewhoworkintheorganization.Butinmaturingtoapositionoffullresponsibilityfortheirfuture,theymustfacetheirfearstogether,lookintothemirrortoseewhatisthere,andbewillingtoperseverethroughthedifficulttimessothattheymayrealizetheirfullvalue,theirdignity,andtheirself-respect.
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EpilogueAnycompanythathopestobecompetitiveinthe21stcenturymaywanttoconsidercreatingaCollaborativeWorkplace.Inthesetimesofinstabilityandchaos,itisnotonlythemostefficientformoforganizationforahighlynetworkedmarketplace,butalsothemosteffectivewaytoengagethemembersoftheworkforceandenablethemtobetheirmostproductiveselves.Evenmoreimportant,itbringsdignity,civility,andvalues-basedstabilitytotheworkplace.
Thepast,however,isnolongerprologue.Wecannotcreatethefuturebyreengineeringthepast.Toforgeanewpathintothe21stcentury,wemustnowseizetheopportunitytotranscendourcurrentwayofthinkingaboutleadingandmanagingbusinesses.Theintentionofthisbookhasbeentodefinethatpathway.
Itistimetostoplookingforthesilverbullettoresolvecomplexorganizationalissues.Itistimetomovebeyondthequickfix.Itistimetotrulytransformourorganizations,tofacetheparadoxhead-on,andtobringpeaceandhealingintotheworkplace.Itistimeforustoexerciseaconsciouschoice,andtoactfromourintegrityandwhatweknowisrightabouthowtotreatpeopleintheworkplace.
Let'sgotowork!
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AppendixSampleOperatingAgreements
A.DecisionMaking:ConsensusConsensusmeansthatwewilltalkthroughthingsuntileveryonecansupportthedecision.Ifnot,wecan:
Postponethedecision.
Doadditionalfact-finding.
Getaverbalyesorno.
Putitonthenextagenda.
Consensusleadstoawin-win.
Teamneedstorecognizewhichdecisionstopostponeornotpostpone.
Teamreachesconsensusonwhethertodecideorpostpone.
Ifitcan'tbeputoff,keepdiscussinguntilwegetconsensus;therelationshipismoreimportantthanthedecision.
IfIdisagree,Iwillsharemyreasons.
Teamwillmakeanefforttoaddressthem.
IfIstillhaveareservation,Iwilllettheteamknow.
IfIdisagree,Iwilllistenandtrytobeopen.
Note:Theseareactualnotesfromameetingofateam'sOperatingAgreements,anddonotrepresentacompleteset.NotwosetsofAgreementsarethesame.Thesearenotintendedforactualusebyateam.
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Beflexible.
Considerchanging.
Backoffidentifywhereweareinagreement.
Lookforalternatives.
Iwillbeopeninanysituation.
Whenadecisionisreached,Ifeelothershaverespectedmyopinion;IlikethewayIgottreated.
IfIdisagree,Iwillbeempatheticinmylisteningandlookfortherealissue.
Iwillbewillingtotakethetimetoaddresstherealissue.
B.ResponsibilityIwilltakeresponsibilitynottospeakupnow.
Wearewillingtotestthewaters,totakearisk.
Tobeheard,notignored.
Tonotfeelrepercussionslater.
Tonotbesteamrolled.
Thesemeetingsareourmeetings.
Iamresponsibleforthesuccessofthismeeting.
Ineedtobeawareofhowmybehaviorimpactsthemeeting.
WhenthereisgossiportriangulationinaconflictsituationandIamaskedtojoin,Ican:
Refusetoparticipate.
Policemyself.
Refertheindividual(s)backtotheteam.
Contacttheresource.
Questionforclarity.
C.IntentionalitySharedintentionforoneanother'ssuccess.
Wewillcreateasuccessfulcollaborativeenvironmentthatproducessuperiorresults.
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D.AttendanceMandatoryunlessanemergencyfamilyormedical.
Scheduleinadvancetoensureallcanattend.
NotifycontactASAPaboutanemergency.
Cancancelmeeting.
Whenthereisanemergency,individualisbriefedbeforenextmeetingandatnextmeetinghasachancetocomment,upgrade.
Ifmorethanonepersonhasanemergency,contactwilldecidewhethertohavethemeetingornot.
E.''Safety""Safety"meanspsychologicalsafety.
Keepthegoodoftheteaminmind.
Noretributionhavefaiththerewillbenone.
Weareanchoredincommongoal.
Thosewithrankempowerothersandwalkthetalk.
Otherstaketheriskthat"rankers"meanit.
Wewilltakethetimetoworkthingsthrough;therelationshipcomesfirstevenwhenourplatesarefull.
Besensitivetootherswhenwantingtohelp.
AdheretotheOperatingAgreements.
Beself-observant.
Wewillnotholdeverydisagreementtobeabasisforpeerranking.
Focusontheissueandnotontheindividual.
Avoidbeingobnoxiousindisagreements.
Takejudiciousbreaks.
FunisOKaslongasitdoesn'thurtsomeoneelse.
Havefaiththathonestdisagreementsandparticipatingwillberewarded.
F.AccountabilityWewillprotecttheintegrityoftheprocess.Inaone-on-onesituation,wherethereisaproblem,Ican:
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Hear,talk,andburyit.
Referthepersonbacktotheteam.
Referthepersontotheresource.
JointlydecidehowIwanttohandleit;teamversusfriend.
Individuallybeaccountabletotheteamformyactionsoutsidethemeeting.
CheckitoutifIthinksomeoneisviolatingtheOperatingAgreements.
ExplainmyactionstotheteamwhenIamconcernedabouthowtheymightbeconstrued.
Ifthereisanexception,bringittotheteamforagreement.
G.ConfidentialityMeetingmemoryisnotpassedaround;ifyoudon'twantsomethinginthememory;flagit.
Ourdocument;nocopies.
Referencedocumentsinconversations.
Listconfidentialitemsonlastpage.
H.CommunicationsSharewithpeoplewhereweareintheprocessActionPlan.
Agreeonthemessage.
Tolerateambiguity:
Bewillingtoinvesttimetodelveintoanareaorrevisitanareaordecisioneventhoughyoumaynotwantto.
Recognizethatthiswillhappen.
Recognizethatthisprocesstakestime;trusttheprocess.
Ourintent:
Nottomisleadpeoplenopassingaroundmeetingmemories(seeConfidentiality).
Nopassingoutofpartialinformationthatotherpeoplemayinterpretthemselves.
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Nopresentingouropinionswhentheymaynotrepresentthoseoftheteam.
I.ForgivenessHavepatience.
Wewillcutoneanothersomeslack.
J.AmendmentItisOKtoamendtheOperatingAgreementsatanytimeinamannerconsistentwithourconsensusdecision-makingrule.
K.OpennessUsejudgmentonprocessingissues.
Sharedinterest.
Bewillingtotakerisksaboutissuesunderdiscussion:riskofbackfiring;riskoftoomanyalternatives.
BeopenunlessanOperatingAgreementtriggerssomething.
Encourageoneanothertobeopen.
Long-termintenttocreateanopenorcollaborativeenvironment.
L.OperationsOKtostandup,movearoundtheroom.
Alwaysbringcalendars.
E-mailcommunicationscopyoneanotheronanythingthatimpactstheteam.
Domemorieselectronicallyifatallpossible.
Wewillhaveacontacttohandleourmeetingsonathree-monthrotation.
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SelectedReadingsBelasco,JamesA.TeachingtheElephanttoDance,TheManager'sGuidetoEmpoweringChange.NewYork:PenguinGroup,1991.
Bleeke,Joel,andDavidErnst,eds.CollaboratingtoCompete:UsingStrategicAlliancesandAcquisitionsintheGlobalMarketplace.NewYork:Wiley,1993.
Covey,Steven.TheSevenHabitsofHighlyEffectivePeople.NewYork:Simon&Schuster,1989.
DePree,Max.LeadershipIsanArt.NewYork:Doubleday,1989.
Drucker,PeterE.TheNewRealities.NewYork:Harper&Row,1989.
Jaffe,DennisT.,CynthiaD.Scott,andGlennR.Tobe.RekindlingCommitment.SanFrancisco:Jossey-Bass,1994.
Kanter,RosabethMoss,BarryA.Stein,andToddD.Jick.TheChallengeofOrganizationalChange.NewYork:TheFreePress,1992.
Kearns,DavidT.,andDavidA.Nadler,ProphetsintheDark.NewYork:HarperBusiness,1992.
Kilmann,RalphH.BeyondtheQuickFix.SanFrancisco:Jossey-Bass,1991.
Kochan,ThomasA.,andMichaelUseem.TransformingOrganizations.NewYork:OxfordUniversityPress,1992.
Nirenberg,John.TheLivingOrganization,TransformingTeamsIntoWorkplaceCommunities.Homewood,Ill.:BusinessOneIrwin,andSanDiego:Pfeiffer&Company,1993.
Peck,M.Scott.AWorldWaitingtoBeBorn:CivilityRediscovered.NewYork:BantamBooks,1993.
Rosen,RobertH.TheHealthyCompany,EightStrategiestoDevelopPeople,Productivity,andProfits.NewYork:JeremyTarcher/PeregeeBooks,1991.
Savage,CharlesM.Fifth-GenerationManagement.DigitalPress,1990.
Schein,EdgarH.OrganizationalCultureandLeadership.SanFrancisco:Jossey-Bass,1991.
Schrage,Michael,SharedMinds:TheNewTechnologiesofCollaboration.NewYork:RandomHouse,1990.
Senge,PeterM.TheFifthDiscipline.NewYork:Doubleday,1990.
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Index
A
accountability,16,23,32-35,79,110
empowermentand,61
OperatingAgreementon,59-62,184-185
acknowledgment,ofcontributions,162
actionplan,85,104,118
administrativeaction,accountabilityas,34
administrativestaff,109
adversity,tolerancefor,65
alignment,4,31,155
alignmentdefined,89
inCollaborativeMethod,137-138,144
oforganizationsystem,178
ambiguity,tolerancefor,65,174-175
Americanbusiness,transformationof,1
assessment,oforganization,154-155
AssumptionofMany,71
AssumptionofOne,70
attendance,OperatingAgreement,47-48,184
authority,33
leadershipbasedon,70
autocrat,inculturewars,20
B
behavior
assessmentof,84-85
changeinCollaborativeMethod,134
incollaboration,79-82
ofseniormanagement,169-170
behavioralshifts,39,40
behavioraltransformation,74,76
benchmarks,85,95,154,161
startingpoints,154
blame,49
blanketamnesty,58
bottom-linedriver,inculturewars,22-23
bottom-linevalue,fororganizationculture,26
burningplatform,145
businessandcustomers,170-173
actionplanfor,104-106
businessstrategy,andteambreakdown,120
buy-in,speedof,171-172
C
"canlivewith"philosophy,44
careerladder,1,108
change,2
announcingprocessdetails,153
inbehavior,134
preparingfor,150-153
processfortransformingtheorganization,130
successin,25
workforceunderstandingabout,151
workplaceand,3
changeagent,leaderas,78
changeprocessleadershipteam,144,149
chaos,1-2
charter,forteams,66,116,117
circle,inCollaborativeMethod,134
closingprocess,forteams,122
clusterleaders,79
coaching,78,169
accountabilityas,34
OperatingAgreement,59
collaboration
assumptionsfor,24-27
benefitsof,7-8
corevaluesof,28-36
settingsfor,6-7
skillsdevelopment,118
whatitis,4-6
CollaborativeArrowtool,148
collaborativeculture,8
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collaborativeleaders,58-59,137
becoming,82-86
corefunctionsof,77-78
rolesandresponsibilitiesof,76-78
CollaborativeMethod,127-139
applying,141-142
assumptions,134-135
commitmentto,147-150
defining,133
howitworks,135-138
implementationof,156-160
needandcommitmentin,142-150
preparingforchange,150-153
using,138-139
CollaborativeWorkplace,ix,141-164
creating,10,156-158
structure,8-9,112-114
comfortzones,77
command-and-control,16,20,37
commitment
toactionplan,109
buildingvaluefor,146-147
ofchangeteam,149
tocollaboration,82,147-150
CommunicationOperatingAgreement,50-51,185-186
competition
inculturewars,21-22
researchon,99
competitiveadvantage,2
compliance,30
compromise,vs.consensus,31,33
ConfidentialityOperatingAgreement,52,185
conflict,15,56,119
ConflictResolutionOperatingAgreement,54-57
congruence,80
consensus,4,31-32,43-44
vs.compromise,31,33
dissentwindowtoreach,46
OperatingAgreement,41,64,67
powerof,44-45
instrategicplanning,94
consensusleader,23-24
contactperson,forteam,77
continuousvaluebuilding,146
control
givingup,71-72
asmind-set,178
corevalues,4,81
analyzing,83
counseling,34
covenant
managementwithworkforce,67,106
inorganizationculture,38
Covey,Steven,30,52
crisiscycle,breaking,88-89
criticalmass,151-152,160
criticalsuccessfactors,64-66,102,116
cross-functionalteams,77,179
crossovermembership,inteams,48
culture
changing,2
andtrust,67
culture-firstmind-set,73-74
culturewars,15,16-18
competingvaluesin,18-24
current-stateanalysis,148,154
customeralignment,137
customers
disconnectsin,166,167
focuson,3
relationships,90,135
treatmentbyteam,155-156
seealsobusinessandcustomers
D
decisionmaking
frameworkfor,5
informationfor,50
OperatingAgreement,42-47,182-183
seealsoconsensus
democrat,inculturewars,20-21
denial,145
desiredstatevision,148-149
disagreement,45-46
disconnects
minimizing,165
inorganizationsystem,176
prospectingfor,166-168
dissent,63
dissentwindow,toreachconsensus,46
documents,forteams,123
E
E-mail,51
empowerment,16,61
lossof,70
entrepreneurs,18-19
equipment,109
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expectations,64,151-153
andbuy-inprocess,172
expendableassets,workforcemembersas,25
externalanalysis,98-99
externalcommunication,51
F
facilitatedapproachtoorganizationalchange,132-133
facilitators,66
leadersas,78,175-176
fear,33,57-58
environmentfreefrom,35
feedback,84,85
finance,focusoncustomer,108
finances,andactionplan,109
financialperformance,105
flexibility,inOperatingAgreements,62
focus
oninternalcustomer,177
long-term,vs.short-term,88
ofworkforce,80
forecasts,101
FullResponsibilityOperatingAgreement,49-50,183
full-valuecontract,90
function,ofteam,114-115
functionalteams,77
G
goals,60,101
gossip,57
governanceprocess,39
groundrules,41
groupdynamics,119-120
groupware,51
growth,35-36
plan,100-103
H
healer,leaderas,78
healingculture,179
heatseekers,147
hiddenagendas,39,155
hiddenproductivity,129-130,131
hiddenworkplaceculture,128-129
hierarchy,1,33,172
collaborationtoreplace,4
collapseof,15
honesty,37,48,53-54
honor,29-30,53-54
humancondition,vii-viii
humanresources,108
I
"increasethestakes"strategy,147
individualist,inculturewars,18-19
influencemanagementapproachtoorganizationalchange,130,132
information,fordecisionmaking,50
informationsystems,108
integrity,4,29-30,65-66,82
andaccountability,33,34
ofcompetitors,22
inorganization,166
ofseniormanagement,26
oftransition,158-159
IntentionOperatingAgreement,48,183
internalanalysis,99-100
internalcustomers,177
interpersonalconflicts,16
J
Japan,29
jobsecurity,107,175
just-in-timeengagement,158
L
leaders
cluster,79
andworkers'psychologicalownership,30
seealsocollaborativeleaders
leadership,3,8,68-86
alignment,137
disconnectsin,166,167
leadershipmind-set
shifting,69-76
transitionfor,168-170
leadershipteam,141
creatingnew,161
learning,35
creatingenvironmentfor,58
legalstaff,109
life-changingexperiences,impactof,76
ListeningandFeedbackOperating
Agreement,52-53
long-termfocus,88,91
long-termproductivity,vs.short-term,23
loyalty
toactionplan,109
toteamorcompany,159
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M
majorityrule,43
management
inCollaborativeMethod,137
delegatingresponsibilities,159-160
manager,leaderas,78
marketeconomies,vii-viii
marketing,105
marketniche,91,105
marketplace,accountabilityin,60
marketresearch,98
measures,80,110
ofcompanyprogress,161
ingrowthplan,103
forteams,118,121
memos,51
mind-set
controlas,178
culture-first,73-74
shiftin,69,75
structure-first,72-74
transitioninleadership,168-170
mission,84,97-100
mistakes
acceptanceof,35
responsibilityfor,49
momentum,80
mysteryhouse,50
N
naturalworkgroups,77
newproductdevelopment,106
O
OperatingAgreements,38,39,116,169,182-186
Accountability,59-62,184-185
Amendments/Renewal,62,186
Attendance,47-48,184
forchangeteam,150
Coaching,59
Communication,50-51,185-186
Confidentiality,52,185
ConflictResolution,54-57
core,41-42
DecisionMaking,42-47,182-183
definitionof,40-41
FullResponsibility,49-50,183
infull-valuecontracts,90
HonestyandHonor,53-54
IntentionandPurpose,48-49,183
ListeningandFeedback,52-53
ProblemSolving,54
processfor,62-67
recommendationsforcreating,66-67
Risk/Forgiveness,57-58,186
forsafety,184
TeamOperations/Roles,58-59
operationaldecisions,45
operationalteams,114
organizationalassessment,154-155
organizationalculture,covenantin,38
organizationalstructure,105-106
organizationalsystems,176-179
actionplanfor,107-109
disconnectsin,167,168
organizationsystemsowners,30
ownership,4,30-31
demandsfor,17
stakeholders,91
seealsopsychologicalownership
P
peopleandwork,actionplanfor,106-107
performanceappraisal,157,179
personaljourney,74
philosophyofleadership,84
positioningcompany,101
precipitatingevent,145
privacy,forteams,52
problemdefinition,54
problemmembers,120
ProblemSolvingOperatingAgreement,54
processconsciousness,54
processowners,30
productivity,73,87,109,142
inculture-firstmind-set,73-74
hidden,129-130,131
short-term,vs.long-term,23
products,105
progress,measuring,161
projectteams,77
psychologicalownership,25,30
publicrelations,51
purpose,seeIntentionandPurposeOperatingAgreement
R
rankingsystem,108
reality,perceptionof,25-26
realwork,vs.changeprocess,174
recognition,35-36
relationships,5
inCollaborativeMethod,138
directdealingsin,57
renewal,157,160-163
Page195
OperatingAgreement,72
reputation,inCollaborativeMethod,138
research,106
resisters,147
respect,4,29,37
consensusand,23
responsibility,viii,32-35
OperatingAgreement,49-50,183
forsuccess,175
ofteammembers,115-116
review,162-163
risk,35,80
Risk/ForgivenessOperatingAgreement,57-58,186
Robert'sRulesofOrder,43
roles,ofteammembers,115-116
root-causeanalysis,147
rotatingleadership,161
ruggedindividualist,inculturewars,18
rules,makingexplicit,39
S
safety,OperatingAgreement,184
safetynetfordisagreements,47
secrecy,158
self-esteem,4,29,81
self-renewal,36,121-122
self-sufficiency,157,160-163
skillsdevelopment,161-162
ofteams,121-122
seniormanagement,7,169
attitudes,37
integrityof,26
participationintraining,173
sharedresponsibility,33
short-termfocus,vs.long-term,88
short-termproductivity,vs.long-term,23
silence,andconsensus,47
skills
assessing,83-84,107
competencies,109
developing,157,175-176
skillsenhancement,forteam,121
smokescreens,46-47
socialrevolution,vii
sponsor
leaderas,77-78
andteamfunction,115
stakeholders,100,110,146
analysis,104
ownershipby,91
strategic,defined,89
strategicalignment,80,137,141
StrategicAlignmentMethod,60,87-111
benefitsof,90-91
implementation,103-110
ownershipandalignment,91-103
strategicalliances,105
strategicdecisions,45
strategicleadershipteam,77,113
strategicvision,8
strategies,developing,102
stretchresults,101
structuralchange,2
structure-firstapproachtoorganizationalchange,130
structure-firstmind-set,72
success
achievingearly,104,153
celebrating,162
commitmentto,170
identifyingbarriersto,102
responsibilityfor,175
sunsetting,122
"supermajority"rule,44
suppliers,106
T
tacticaldecisions,45
tacticalteams,114
task,ofteam,114-115
taskdefinition,forchangeteam,150-151
teamgridlock,48
TeamOperations/RolesOperatingAgreement,58-59
teamplayer,inculturewars,19-20
teamprocesses,8
teams,112-124
accountabilityof,61
actionplanfor,118
avoidingbreakdownsin,119
forchangeprocessleadership,144
charterfor,66,116,117
clarifyingmemberroles,115-116
closingprocess,122
contactpersonfor,77
creating,114-118
criticalsuccessfactorsfor,116
documentsfor,123
formationprocess,106,150-151
leadershipfunction,needfor,77
managementprocess,118-121
meetingattendance,174
members'responsibilityforsuccess,60