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Archive for March, 2010

Silent Problem - Lehman Style

Wednesday, March 31st, 2010

The downfall of Lehman Brothers was the straw that broke the camel’s back. It was the trigger point that led to the most severe recession since the Great Depression. Yes, what happened at Lehman and how it happened is really important. The decision to allow Lehman Brothers to fail is a decision many wish they could do over. However, second-guessing will not change history, we can only learn from it hoping to avoid a similar downfall in the future.

As I have written about Lehman over that past year; many stories, facts and revelations have surfaced. Recently an article by Vicky Ward, author of ”The Devils Casino,” published “How Lehman’s Hidden Inner Circle Brought the Bank Down.” This article puts forth some of the underpinnings for Lehman’s demise. It states:

Sen. Chris Dodd, the Senate banking chair has asked former Lehman chief Dick Fuld to return to testify exactly how Lehman misled so many people… Perhaps some explanation may lie in an email I received today from one of Lehman’s most senior employees — someone who worked there for 17 years. He wrote to me off the record so I am not at liberty to disclose his identity, but he was very senior and widely respected.

He is not the only Lehmanite to have responded to my new book, The Devil’s Casino (Wiley). Many have thanked me for exposing a culture led (and ruined) by a tiny leadership that was egregious, isolated and mendacious.

What my e-mailer of today however points out is something that both Rep. Bacchus and Sen. Dodd may find useful as they follow up on Valukas’s report.

He wrote, “like many former colleagues, I’m astonished at how much we didn’t know about the workings of the inner circle.”

Note the last three words. “The Inner Circle.” This was not the whole Lehman’s executive committee. This was Fuld, Gregory, perhaps in reverse order, and then Gregory’s pet of the month, at one point Erin Callan, at another Mark Walsh. But it was a tiny unit, cut off from the rest of Lehman.

So, here we have Lehman:

An inner circle” at the top cut off from the rest. It fires people for telling the truth, and fails to promote the most competent executive until too late…. This culture didn’t spring up in its last few months…it festered for years. Whatever the SEC and FED missed in the bank’s final six months, the cabal at the top was already set in its ways and adept at hiding what it was really doing from not just the SEC, Fed and market — but its own senior management. That really is a horrifying culture, and one I am delighted to have exposed.

The workings of The Inner Circle was simple, they were fostering and festering a silent problem. A silent problem so great and so toxic that The Inner Circle knew they were sitting on a ticking time bomb. And the only one able to rescue them would be the Federal Government. The Inner Circle had placed their hat on the “Too Big To Fail” corner lot. In many respects, they were too big to fail, but the Fed allowed it to fail. And as is often the case, there is a lesson to be learned. That lesson is simple. Silent Problems tend to be the most challenging and disruptive problems of all. These silent problems can happen to companies big and small, sophisticated and crude, new and mature. And that is why my book Without Warning is such a important book to read, comprehend and understand. It discusses silent problems and how they take hold, morph and become so destructive. But more importantly, how to disrupt them, and solve them.

This is really important. Do it today.

What We Can Learn From March MADNESS

Monday, March 29th, 2010

Two weeks ago, the NCAA selected the top college basketball teams across the country by offering them an invite to March Madness. Four regions with 16 teams each. Each region would have a Number 1 seed. Kansas, Syracuse, Duke and Kentuckywere given the Number 1 seeds. And within days following the selection, the madness began. In fact one report circulated that the number of scheduled vasectomies increases by 50 percent the day before the first tip-off of March Madness. It appears the recovery time from this procedure is two days, which means two days to watch basketball non-stop with a doctor’s order to do nothing but rest and relaxation. For some, this is evidently a win-win scenario.

Despite the rampant enthusiasm that can surround March MADNESS, several leadership lessons are noteworthy. Some of these being:

1. Winning Teams Get Better: Winning teams figure out how to be at the top of their game. This is accomplished through conditioning, coaching and creating that “can do” confidence.
2. The Best Team Doesn’t Necessarily Win: This year’s tournament has been filled with unexpectant upsets. In fact only one #1 seeded team advanced to the Final Four, this being Duke. In business and basketball, major upsets occur everyday.
3. Competitive Advantage: Basketball coaches and business leaders must identify their competitive advantage and then figure out how to leverage it in the marketplace. This is achieved by understanding the market, asking lots of questions, and then leveraging your advantage(s) to achieve success.
4. Leverage Talent: Winners simply figure out how to leverage talent, and then figure out how to utilize it to their advantage.
5. Respect the Opponent: Upsets occur everyday in basketball and business. Teams win because they want to win, not because they deserve to win.
6. Good at the Little Things: Great teams spend a lot of time on doing the basics really well. And when you look at how teams lose, it can often be tied back to how they fail at the little things.
7. Momentum: Momentum is often overlooked, however its importance is paramount. Winning teams know how to build momentum over a season, and how to leverage it second-by-second in a game. In the game of business, momentum is integral to success.
8. Communication: Winning teams know how to communicate really well. They listen. They watch. They move to the open spot on the floor.

March is a special time of the year, especially for basketball fans. For many players, its the end of the season and the end of their careers as basketball players. However, the lessons learned on the court can be directly transferred to life and to business. Unfortunately, too many athletes forget these important lessons. At the end of the day it boils down to talent, leadership and team, and this is what makes basketball, business and March Madness special.

Toyota’s Another Fine Mess Scenario

Friday, March 26th, 2010

In the 1930s, the comedy team of Stan Laurel and Oliver Hardy created the memorable line, “Well, thats another fine mess you’ve gotten me into.” Today, with lawyers circling Toyota Motor Company and American’s turning against the Toyota brand, we can surmise that the line, “Well, that’s another fine mess you’ve gotten me into” is alive and well inside Toyota.

Two stories are worth noting. The first story comes from Bloomberg, Americans saying ‘No’ to Toyota as Ford leads opinion survey . Americans are turning against Toyota Motor Corp. after sudden-acceleration complaints forced it to recall more than 8 million vehicles worldwide, while Ford Motor Co. is the most popular automaker.

More than four in 10 Americans say they “would definitely not buy a Toyota,” according to the Bloomberg National Poll. The Japanese company is viewed unfavorably by 36 percent of those interviewed, the highest negative rating in the survey, while fewer than half — 49 percent — have a favorable impression…

 The second story is from the LA Times, Lawyers Circle Toyota. With Toyota Motor Corp. already facing scores of lawsuits stemming from alleged sudden acceleration incidents, about 150 lawyers gathered Wednesday for an all-day event to discuss litigation strategy over claims of deaths and injuries in accidents as well as the loss of resale value of used Toyota vehicles.

One of the themes of the event, held at the Westin Hotel in downtown San Diego, was that Toyota has erred repeatedly in dealing with the situation. Among the claimed missteps: stalling on fixing problems, stonewalling customers seeking help, and issuing a late and unsatisfying apology.

Lanier, who recently won $54-million jury verdict for a paralyzed heavy-equipment operator, said he already has a former Toyota employee ready to testify that the corporation lies as a matter of strategy “and he’s got documents to back it up.”

He charged that Toyota didn’t put enough back-up systems in its vehicles.

As I’ve noted repeatedly, Toyota’s problem is a classic Silent Problem scenario. These are problems that have been avoided, neglected, are going unnoticed or have been intentionally silenced. And what is now emerging is like following a script.

  1. News gains momentum: Once the story surfaces, similar stories begin to emerge adding to the depth and understanding of the Silent Problem.
  2. Reputation and brand damaged: As the story circulates, the reputation and brand image of the organization is tarnished, which creates short and long-term challenges to the organization.
  3. Maintaining market share: Once the depth of the problem is realized, organizations are compelled to sacrifice margins and profitability in an attempt to maintain market share and profitability.

Toyota’s problems are just now beginning to surface as lawsuits surface and brand loyalty is tarnished. And as Toyota’s brand suffers, brands such as Ford, Suburu, Honda and Hyundai are positioned to fill the void. Although Toyota’s stock price has recovered in recent weeks, Toyota’s future is far from over.

Is the Problem Identified, the Problem Solved?

Wednesday, March 24th, 2010

A year ago, Congress asked for a plan that would provide affordable broadband service to all America’s citizens. On March 16th, the Federal Communications Commission responded with a non-sequitur: a national wireless plan which is good in its way, but which largely fails to tackle the problem it was asked to solve.

from Plans for Broadband, Pipe Dream, The Economist, March 20th-26th 2010

The first step in every problem solving situation is the perverbial, “The problem identified is the problem solved” challenge. In essence, if we fail at identifying the real problem, we’re certain to fail at the problem solving side of the equation. But what happens when we identify the problem correctly, but for some reason, the solution veers off-course? The solution delivered solves a different problem - this appears to be what happen to the FCC above. And despite how brilliant the solution is, the problem to the identified problem goes unresolved.   

Has this happened to you? Unfortunately, I’m concerned that “the problem identified, isn’t the problem solved” scenario occurs more often than we might think. And this is a problem!

How can we avoid embarrassing outcomes like this?

  1. Identify the deliverables: What is the deliverable, then hold individuals and the group accountable to the desired outcome.
  2. Frequent check-ins: Surprising moments occur when leaders don’t stop by and inquire. We need to ask questions like, “Tell me, how are things going?” and “If you could give me a snapshot of your progress to date, what would it be.”
  3. Project updates: Receiving tangible updates that align with progress to date information is essential.

By the time the solution is prepared and delivered, there should never be a surprise! And if there is a surprise, the problem needs to be identified and resolved, so it doesn’t happen in the future.

Have you ever had a similar situation?  

 

Momentum Killers

Tuesday, March 23rd, 2010

I grew up on a farm when John Deere A’s were still in use. The John Deere A (and others in the same series) were a 2-cylinder tractor that incorporated a large cast iron flywheel in its design. It was the flywheel that smoothed out the low-revving engine and gave the tractor its remarkable pulling capacity. They were referred to as Johnnie Popps, since they emitted a pop-pop-pop noise that was very distinctive, and could be heard from a distance.

When I think of a business, I often visualize a large flywheel attached to the organization. Successful organizations focus their attention on making their flywheel go faster, realizing increasing the momentum of an organization results in tangible improvements in performance. Organizations that are able to focus time and resources on flywheel acceleration can be very successful and profitable.

In most organizations however, propelling the flywheel faster and faster can be a difficult and inefficient task. Not because they don’t know what to do - in fact it’s likely in their business plan. It’s right there in front of them - plain and simple. But they have a problem. And that problem is friction. Friction amounts to the activities and assets that actually slow down the flywheel - aka Momentum Killers. Friction amounts to the activities that create unwanted noise, heat and distraction. Most of the time, friction occurs inside the organization in areas such as:

  • People: How many times have we experienced a rough cog in our organizations, yet the problem continues to go unresolved.
  • Communication: For some unknown (or known) reason, communication within and across departments is strained and ineffective.
  • Compensation: Is the compensation plan delivering results, oris it creating unwanted friction with unintended consequences?
  • Systems: Are the systems in place holding your organization hostage?

Too often, organizations focus almost solely on momentum generating activities. This is the source of their energy and purpose. Meanwhile, momentum killing activities is what’s really determining their present and future. I’ve have simply been inside too many organizations that allow momentum killing activities to survive and thrive. It’s the elephant in the room. It’s the ugly cousin in the corner. It’s the organization that lives for a paycheck, and that’s it. I’ve also worked with organizations that have a healthy balance between increasing momentum and figuring out how to correct the momentum killers in the organization. And its this type of organization that becomes the high performance organziation of tomorrow. Because this is the organization that deal with their Silent Problems.

Wondering Around

Saturday, March 20th, 2010

Is there such a thing as “The Art of Wondering?” I think there is, although most of us have probably lost our zeal to pursue it. In fact “Wondering” is at the heart of innovation, discovery and enlightenment. Wondering Around is a simple idea from Seth Godin, and it was a mistake. Here is his blog post on Wondering Around.

I stumbled on a great typo last night. “Staff in the lobby were wondering around…”

Wandering around is an aimless waste of time.

Wondering around, though, that sounds useful.

Wondering why this product is the way it is, wondering how you can make the lobby more welcoming, wondering if your best customers are happily sharing your ideas with others… So many things worth wondering about, so few people actually taking the time to do it.

Wondering around is the act of inquiring with generous spirit.

I believe that Seth Godin has stumbled upon a B-I-G idea that can make a difference. I can honestly state that I’m a Wondering kind of individual, and it was a foundational component of my book, Without Warning. The amazing thing about Wondering is it takes virtually no effort and it can be truly delightful and enlightening.

I encourage you to pursue your day with a bit of Wondering Around.

Silent Problems Impact on Time & Focus

Wednesday, March 17th, 2010

In Tuesday’s Chicago Tribune, a front page article in the Business Section titled “Probes piling up for Toyota” appeared. The article states:

As if Toyota Motor Company hasn’t had enough trouble, the automaker is facing a new set of interrogators: federal and local law enforcement officials.

The US attorney for the Southern District of New York, the Securities and Exchange Commission and the Los Angeles city attorney are conducting probes into the Japanese automaker. That’s on top of the investigations from federal regulators, congress and news media over Toyota’s sudden acceleration problems. For Toyota, the scrutiny adds another degree of difficulty to its attempt to rebuild its reputation and sales after issuing millions of recall notices.

“Any time a major corporation is faced with issues of Toyota’s nature, there are significant problems,” said Aubrey Harwll Jr., a Nashville attorney who helped to defend Ford Motor Co. against criminal charges in 1980 that arose from its Pinto gas tanks. “The media can become very aggressive. Lawyers tend to bring suits. Congressional hearings take place. There may be a criminal investigation. But most important, the time and focus of management is diverted from running the company to managing the problems.

As I have studied Silent Problems (problems that are being avoided, neglected, are going unnoticed, or are being intentionally silenced - of which Toyota is a perfect example), the impact on time and focus can be tremendous. Suddenly, the strategic side of the business is abandoned, as an “all hands on deck” mentality of trying to manageg the problem emerges. And the more one tends to focus on managing the silent problem, the more difficult and frustrating the problem becomes. Simply, once a silent problem is unleashed the tentacles of avoidance begin to appear.

Today, cost estimates for Toyota’s silent problems are ranging from $2 Billion on the low side, to $5.5 Billion on the top side. My research suggests a factor of 2X to 4X is reasonable from these numbers, because none of these estimates factor in elements such as:

  • Reduced organizational focus
  • A shift from strategic to tactical activity
  • Negative impact on team and individual performance
  • Negative impact on accountability
  • Negative impact on innovation…

These factors and others can break a high performance organization. They can increase employee turnover. They can impact financial and organizational performance for years to come. This is why betting on Toyota’s return to dominance is such a risky bet. Simply because we don’t fully understand the full impact on Toyota. However if history proves itself, this event will impact Toyota many years. Just ask GM,Ford and others…

The Uncover Boss - A New Job Requirement?

Monday, March 15th, 2010

Is reality TV finally living up to its name? Most of what we are served up under that rubric is actually the farthest thing from reality. The exploits of Snooki, Jake the Bachelor, and all those Real Housewives hardly reflect life as most of America knows it and lives it… Enter “Undercover Boss,” the new CBS reality show in which corporate CEOs don disguises and spend a few days experiencing what it’s like to be a low-level worker at their companies. Arrianna Huffington

Procter & Gamble Co.’s Bob McDonald is going undercover in Latin America next week. Posing as a market researcher, the chief executive officer will accompany shoppers to stores or make home visits. The trip, to Brazil, Mexico and Argentina, will be his 59th since taking charge in July and is central to his plan to reach 1 billion new customers by 2015. (P&G’s McDonald Pins Growth on Closer Shave Than Mumbai Barber by  Mark Clothier)

Leaders understand that what happens and what is known, can be odd bedfellows. For some leaders, its the ultimate defense for the leadership gaffs we’ve experienced in recent years. Companies like Toyota, GM, the SEC (The Securities & Exchange Commission) and others come to mind. Just having at one’s disposal a, “I didn’t know that…” can be sacred shelter to the psychic of a weak leader.

However for most leaders, the “I didn’t know…” is cheap rhetoric and a feeble excuse. They actually want to know and understand what is really going on, how people really feel about their jobs and the company’s products, and what lurks silently in the corners. For they know that to lead, they also need to know what is really going on. They actually fear the silent problems they may not yet know or be aware of. How can they achieve this? Here are a few suggestions I make in my Silent Problem presentation.

  1. Be an outstanding listener. And the best way to becoming an outstanding listener is to be excellent at asking insightful questions.
  2. Shadow: Become the undercover boss that sees the business from the eyes of the employee or the user of your products & services.
  3. Conduct regular One-to-Ones: Don’t ask for fancy powerpoints. Simply ask, “Tell me what is going on.”
  4. Create a culture of candor: The door into your office needs to be every bit as large for bad news, as it is for good news.
  5. Management by Walking Around: It is highly effective and well worth the effort and time. Check out this link, Doing the Walk Around
  6. Be constantly searching for silent problems and be diligent in solving them (more on this in the book Without Warning).

CBS’s show Undercover Boss is simply another variation of reality TV that is trying to expose a unique angle on life. Is it cheesy? Yes. However, it does expose the gap between what can happen in the organization and what the leader knows come to life. And there is a lesson in this. Part of being an effective leader is being an Undercover Boss.

Will Toyota Survive?

Friday, March 12th, 2010

Every day goes by, and it seems that a new Toyota drama series is exposed, which makes the “Will Toyota Survive” question relevant. For instance a recent article Toyota Recall Class-Action Suits Could Cost The Automaker $3 Billion delves into the potential costs if class-action suits are accepted by the courts. It states,

Such class-action lawsuits “are more scary for Toyota than the cases where people actually got injured,” said Tom Baker, a University of Pennsylvania law professor. “A super-big injury case would be $20 million. But you could have millions of individual car owners who could (each) be owed $1,000. If I were Toyota, I’d be more worried about those cases.”

The AP conducted an extensive review of federal court filings and uncovered a total of 89 class-action lawsuits filed nationwide as of Monday.

Then on Monday, March 8, while Toyota is declaring that electronics is not the cause of unintended acceleration, a Prius owner/driver calls 911 in California reporting he is at the wheel of a runaway car. The driver even states that he reached down with his hand, physically pulling the gas pedal back to no avail. He states that he will never drive that car again. 

As each of these stories unfold, they add to the fodder of a great company gone bad. For close to two months now - its been front page news. How is Toyota reacting to their problem? Toyota is planning on turning up the volume by going on the offensive. It is going to change the story from “fear of driving” back to the “passion of driving and the passion for the Toyota brand.” And this is where the story could get interesting. Michael Rose pens an interesting article, Toyota: Learning the Wrong Lessons? Rose presents the interesting parallels between GM in the 80s and 90s, to what Toyota is doing today. And we all know what happened to GM and its slide from stardom lasting over 20 years.He closes the article,

Harry Pearce staved off the attack on GM with his public relations sleight of hand that demolished the opponents. However, the company didn’t use its reprieve to fix its problems.

If it turns out that Toyota is just embracing the lessons of the old GM and its troubles keep simmering long enough, there might be a glimmer of hope for the former big three that are now producing vehicles that actually do rival the competition.

The future of Toyota lies in the hands of Toyota. What did they learn, if anything? Will they change the culture inside Toyota, so it more closely resembles the culture inside their assembly plants? Will they quit blaming and start owning the problem? Will they learn from their mistakes?

My guess is, Toyota will survive. However, whether or not Toyota thrives is a different question. For Toyota to thrive, it will have to show the world it deserves their trust, and to achieve this, Toyota will have to change their ways. And as we have come to learn, this is very difficult to achieve in the Japanese culture.

The Multiplier Effect

Wednesday, March 10th, 2010

If you’re promoting, the multiplier effect is considered to be your friend. If you’re defending, the multiplier effect tends to be your enemy. And in problem solving, the multiplier effect could be your enemy, or your friend.

As I speak with individuals and present to groups about the numerous challenges of encountering a silent problem in their organizations, the multiplier effect is integral to the discussion. In essence, a $50,000 problem could easily be a $100,000 or a $1,000,000 problem if one is not careful. Such is one of the greastest risks with Silent Problems (problems that are avoided, neglected or going unnoticed). Because by the time one gets around to solving the problem, the multiplier effect is already in play. For instance:

  • The loss of a key employee escalates to 5-employees.
  • A customer that leaves for cause, quickly escalates to the loss of 10 customers.
  • A key initiative announces a delay at the last minute, which in turn creates a cascading effect across the organization.
  •  A problem that was avoided has a financial impact much greater than originally anticipated.
  • Worker productivity declines in one department due to a silent problem in place, and then spreads across the organization.

It is the role of leadership to set the pace, direction and focus of the organization. However when a silent problem is present, unintended consequences tend to emerge. Initially these may be a small distraction, however over time, they can become significant and real - at times mulitplying like rabbits.

Bottom Line: The multiplier effect and silent problems have a kindred relationship, which is almost always negative. It’s important to take into consideration the potential of a problem when allocating resources and building the solution to solving it.

Be the one to see it coming!

The first leadership book to point out the problem, then hand-deliver the solution.

Without Warning - Rondey Johnson

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