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Archive for the ‘Silent Problems’ Category

Another Fine Mess - Spain

Wednesday, May 5th, 2010

The formation of the European Union took decades to create and may take only a couple of years to destroy. The foundational concepts behind the Euro were solid, and generally worked well in improving Europe’s position in the World marketplace. However today, everything appears to be unfolding. And the next card following Greece is Spain. In a recent New York Times article titled Spain Seen Moving Slowly On Financial Reforms illustrates what could happen next. Personally, the most interesting aspect of this article relates to the numeous ties to my work on silent problems (problems that are avoided, neglected, going unnoticed, or are being intentionally silenced). Here are a few of the excerpts.

Slow Decision Making: A planned merger has stalled between two weak savings banks in Galicia, in northwestern Spain, illustrating the reluctance of the Spanish government to take a firmer hand to its financial problems. The longer consolidation is delayed among the banks, which are saddled with losses on loans to the construction industry, the more expensive it may be to deal with them.

 A Problem Neglected: José Luis Rodríguez Zapatero, the center-left prime minister, presented an austerity plan this year based mostly on measures that would not kick in until next year at the earliest. The measures include spending cuts amounting to a modest 2.5 percent of gross domestic product. But Mr. Zapatero may no longer be able to wait. Just as he has been unable to force the savings banks, Caixanova and Caixa Galicia, to consolidate before the situation deteriorates further, he finds Spain increasingly vulnerable to forces beyond its control.

A Problem Avoided: To date, Mr. Zapatero’s policies have rested on the hope that the economy would begin to recover soon and that the jobless rate would average no more than 19 percent this year. Yet the jobless rate has already reached 20 percent, according to government statistics for the first quarter released Friday, almost double the level when Spain’s recession began in 2008.

A Problem Avoided: Indeed, Mr. Zapatero has shown little inclination to force change on his people. In late January, his government proposed pushing up the retirement age to 67 from 65 to help cope with the costs of a rapidly aging population. After a series of protest marches, the plan was put on the back burner.

The silent problem matrix I describe in my book explains and predicts what happens when they finally surface. Their toxic nature is a result of neglect and avoidance. The key is how to surface these issues early in their formation, and how to take action. Silent Problems are playing an increasingly important in world markets and the future of economic progress.

And What About Those Silent Problems in the News

Monday, April 26th, 2010

It’s been a year since my book Without Warning first came off the presses. Since then, the incidences and case study possibilities relating to what I refer to as Silent Problems (problems that are being avoided, neglected, going unnoticed or are being intentionally silenced) seems to be growing exponentially. And the stories I’m referring to are front page news. Maybe that isn’t all that surprising due to the explosive nature of silent problems when they do finally become visible - Without Warning.

Over the past couple of weeks, news items that would fall under the umbrella of being a silent problem are worth noting. Here are just a few of the high profile cases.

  1. Porn at the SEC: One would think that the Federal Governement would have an effective I.T. strategy in place to prevent the viewing of porn while at work or with government owned computer equipment. Well, the SEC proved us wrong and received another black eye for incompetence. The Washington Post states, “Dozens of Securities and Exchange Commission staff members used government computers in the past five years to access and download pornographic images, according to a summary prepared by the agency’s watchdog.”
  2. Goldman Sachs on Winning: Goldman was considered the investment banking firm you could trust. Well, all of that has changed over the past 6-months or so, and its going to get even more complicated as Goldman e-mails show how crash turned into cash.
  3. Ratings Agencies Exposed: I guess we shouldn’t be surprised that the ratings agencies also have some dirty laundry now being exposed. From the Financial Times article, Rating Agencies’ Nixon Moment, “As one Moody’s managing director wrote to his superiors in 2007, the company’s errors, made it look “either incompetent at credit analysis, or like we sold our soul to the devil for revenue, or a little bit of both…” “Jason is looking into some adjustments to his methodology that should be a benefit to your folks,” wrote a Moody’s employee to a Chase banker.The bankers seemed fully aware of the competitive pressures the rating agencies faced - and they knew how to game them.”"E-mail from Moody’s chief risk officer to Raymond McDaniel, CEO, October 2007 - ‘[N]o body gives a straight answer about anything around here . . . how about we come out with new [criteria] or a new stress and actually have clear cut parameters on what the hell we are supposed to do.”

The list could go on including stories about the Catholic Church, Toyota and others. However the storyline is the same. A problem is avoided because it is too costly, potentially too damaging or simply too time consuming to solve. Over time, the problem grosw in size and magnitude, and jumping off the treadmill is too costly. And just like a volcano, when it blows the impact is devastating, extremely disruptive and costly. Such is the case of silent problems in the real world.

Keith Wendell, the new CEO at Harley Davidson puts it in perspective when talking about the tough decisions he had to make at the firm. “There is not one of us who wakes up in the morning and says, ‘Wow, this is another opportunity to ruin someone’s life,’ ” Wandell said. “. . .  But you cannot turn your head and look the other way when there are issues that are going to ruin the company. I wish we could be totally clear about that.”

When is a Problem a Problem?

Monday, February 15th, 2010

There is a major challenge facing every business today. The concept is simple. The question however is difficult to answer.  “When is a Problem a Problem?” For instance,

  • When does a problem employee become a real problem vs. just a problem employee?
  • When is a process that is problematic, truly a problem?
  • When is a product that fails, become a problem vs. just an anomaly?

The “When is a Problem a Real Problem” question trips up companies every day, and costs billions in lost revenue and brand erosion. Answering the “When is a Problem a Problem” question is not simple, and in many respects, it is simpler to answer a different question. That question is, “What prevents a problem from being recognized as a problem in the first place?” Here are a few scenarios.

When Feedback Loops are  Weak: Feedback loops are put in place to provide transparency across an organization. When feedback loops are weak, transparency is sacrificed and real problems are allowed/encouraged to become silent. Creating strong feedback loops must be viewed as an integral asset for every organization and leader.

When Weak Signals are Not Heard: Collective intelligence and knowledge commonly emerge from weak signals. It’s how the dots are connected, wise decisions made, and problems commonly identified. Organizations that don’t listen to, nor honor the weak signals present in their organization are prone to big problems surfacing without warning. Leaders must seek out and honor the weak signals in their organization, and then investigate whether they’re a problem or not.

When Goals get in the way of Problem Identification and Solutions: Goals commonly blur the line between “what is right” and “what is important.” Achieveing goals is important, and can overshadow the solving of problems, which at times is “what is right.” When goals get in the way of doing “what is right” the end is near. Leaders must learn to navigate these divergent themes, and make the “what is right” decision when it is the right path to pursue.

When Organizations become Insular: Organizations can easily insulate themselves from reality. Focus can be an asset, and at times a liability. When organizations insulate themselves, their ability to identify “when is a problem a problem” challenge is greatly weakened. Leaders must avoid being trapped by holding onto a myopic view of their organization. Instead, they must be in constant search of the truth.

When the Delievery of  Bad News is not Encouraged: In effective problem solving, “bad news” has to be your friend - not your enemy. Too often, organizations and their leaders avoid bad news. When bad news surfaces, it is often a major distraction. Bad news can interfere with goals, tasks and strategy. Bad news is often are unexpected and can lead to unexpected consequences. Despite these negatives, leaders must encourage the delivery of “bad news.” It is our ”reality check” conversation from our employees and customers that can alert us to small problems early - before they become large and toxic.

Leading a business is challenging work, filled with unexpected events. And there is one event that can steer an organization off course with ease, Silent Problems. As I’ve discussed before, these are problems that are being avoided, neglected, going unnoticed, or are being intentionally silenced. One way silent problems are identified early-on is by recognizing when a problem is a problem. I ecourage you to implement and embrace these principles when is a problem a problem principles.

We’re Listening Now

Tuesday, February 9th, 2010

Are we simply hypersensative about everything and anything Toyota today? We’re we highly insensitive to anything Toyota (at least regarding quality) two months ago? I believe both to be true, and both are working in concert with each other, which implies quality issues that were being avoided or neglected (Silent Problems) are going to be front page news for the foreseeable future. And more importantly, any complaints regarding safety will receive ”Urgent” priority. For instance, a report over at Bloomberg,

Toyota Motor Corp.’s Corolla, the world’s best-selling car, is being reviewed by the U.S. after driver complaints about steering, according to a government spokeswoman.

The National Highway Traffic Safety Administration has recorded more than 80 complaints about Corolla steering for 2009 and 2010 models, according to the agency’s online database.

“We are reviewing steering complaints with the Corolla,” Karen Aldana, a spokeswoman for the agency, said in an e-mail. NHTSA wants “to determine if a safety defect investigation is warranted, as is standard procedure with all complaints.”

In essence, the silence barrier has been broken. And once the barrier is broken, the floodgates will open. This is exactly the state of being Toyota is living in, which goes back to the Can You Trust Toyota  issue I wrote about earlier this week. The safety regulators don’t trust Toyota. The press doesn’t trust Toyota. And most importantly, the consumer is learning to distrust Toyota. Such are the dynamics of Silent Problems when they finally surface, and most analysts are simply underestimating the dynamics at play here. One would think that things couldn’t get much worse, yet this is what’s happening, which I’ve been stating for well over a week.

Bottom Line: Toyota is quickly becoming a textbook case around how silent problems begin, evolve and eventually explode. How silent problems are dealt with is of critical importance to every organization and is addressed in the book Without Warning.

Toyota’s Problem Just Beginning?

Tuesday, February 2nd, 2010

Toyota’s recall is now underway and factories will restart next week. The worst of Toyota’s problems are behind them - or are they? Yes, there are plenty of analysts, bloggers and news reports out there suggesting that Toyota will quickly rebound from this mess, and resume their stature as the #1 automotive company in the world. The brand will survive untouched. However, I’m thinking their image, quality and reputation problem may just now be underway.

Why do I say this?

It’s really quite simple. First, Toyota is acting like they’re is a bigger problem yet to surface. For instance, President Akio Toyoda’s only public comment over the past month consisted of an impromptu, 75 second interview while in Davos at the World Economic Forum. It was a brief apology, and nothing else. President Lentz of Toyota’s U.S. operations has been more forthcoming, stating that Toyota knows what the problem is, and they have the fix. So one could surmise, the problem is over - right?

Wrong. News is news, and a second story is beginning to emerge, and it could be more damaging than the first. Some are beginning to question whether Toyota has truly identified the problem? Bloomberg just published an interesting article stating the problem may still be out there, U.S. Said to Probe Toyota’s Electronics in Recalls

U.S. safety officials are investigating whether electronic throttle systems may have caused sudden acceleration in Toyota Motor Corp. vehicles, as alleged in at least seven lawsuits.

The government is also considering civil penalties against Toyota, the world’s largest automaker, for its handling of recalls affecting millions of its cars and trucks, according to an official of the Transportation Department, who asked not to be identified because a review of the automaker’s actions isn’t complete.

The National Highway Traffic Safety Administration is trying to determine if electromagnetic interference may be causing the throttle system to malfunction, said the official of the Transportation Department, which oversees NHTSA.

At least 15 lawsuits seeking class action status have been filed against Toyota on the acceleration issue, and seven of them claim an electronic throttle system called ETCS-i is at fault instead of the pedals.

In cars with the ETCS-i system, the engine’s throttle is controlled by electronic signals, which are sent from a sensor that detects how far the gas pedal is depressed. The signals are transmitted to a computer module that controls how much the throttle opens.

Lawyers claiming an electronic defect contend that floor mats or stuck pedals don’t explain the sudden-acceleration incidents that triggered their lawsuits.

This is the story that is already beginning to gain traction, here, here and here. It could get really ugly. According to the reports, Toyota has had an icebox silent problem for years (a problem that is being intentionally silenced). And now that it is beginning to surface, Toyota is likely to realize monumental declines in market share, reputation and most importantly, many loyal customers. This is exactly what I discuss in my book Without Warning, and is why everyone needs to read it before it is too late.

Tiger Woods vs. Toyota Motor Company

Thursday, January 28th, 2010

What do Tiger Woods and Toyota Motor Company have in common?

a. Both have throttles that can stick open?
b. Both were No. 1 before their fall?
c. Both have had their images and brands severely bruised?
d. Both held silent problems that eventually surfaced with a vengeance?
e. All of the above?

The answer of course is “All of the Above.” Okay, “a.” was maybe a little off base, but I’m certain you catch my drift. However, there is no doubt that Tiger and Toyota are equally guilty of b, c and d.

Over the past year, I’ve repeatedly stated in this blog that Toyota has a serious problem relative to the “Silent Problems” (problems that are being avoided, neglected, going unnoticed, or being intentionally silenced) inside its organization. And as is the case with silent problems, if not dealt with early, they will emerge with a vengeance, which is exactly the case with Tiger Woods and Toyota.

Today, a story by Tom Krisher (AP) titledd “Can Toyota rev back from crisis?” gets to the heart of silent problems as relates to Toyota. Krisher writes,

Crisis managers say the issues with the pedals likely surfaced early on at lower levels of the organization, but no one wanted to deliver bad news to the boss.

“The story just kind of drags on. That’s just deadly for a reputation,” said Brenda Wrigley, chair of the public relations department at Syracuse University’s School of Public Communications. “It just spirals into a big situation that’s probably going to have long-term financial impact for the company.”

In March of 2007, Toyota started getting reports of gas pedals being slow to rise after being depressed for acceleration. Engineers fixed the problem in the Tundra pickup early in 2008.

But troubles persisted in other models, eventually leading to last week’s recall and the plans to suspend sales and shut down six factories while Toyota tries to fix the problems.

The time has come for the concept of Silent Problems to take center stage. 12 months ago, Toyota appeared invinciple, today it is struggling to survive. All because a silent problem inside the organization was allowed to germinate, grow and eventually explode. In the process, billions of dollars of brand equity has been lost. And my guess is, Toyota will never fully recover.

If you’re a business leader or manager, I have a couple of suggestions.

  1. You must read the book Without Warning. It will provide the context around Silent Problems and why they are so dangerous. And the book will provide a path on how to surface and eventually solve Silent Problems.
  2. If you have concerns that Silent Problems reside inside your organization, conduct a Silent Problem Audit.
  3. Get out there and start looking, hearing and questioning - What really is going on that you’re not aware of.  Do the WalkAround.

Today, its easy to focus on strategy, efficiencies and innovation. However, one thing can trump them, this being the Silence that resides in your organization. If it can happen to Toyota, it could also happen to you.

If you have a Silent Problem concern, give me a call at 651-436-3962, I’d be delighted to discuss the process with you further.

The Silence Barrier

Monday, January 25th, 2010

As a business leader, do you realize one of the greatest challenges in front of you is the “Silence Barrier?” This is the barrier between what is really going on, and what you’re hearing and seeing. How does this show up in the real world?

  1. Individuals tell what you want to hear and rarely fail to meet your expectations.
  2. Information tied to problems is filtered and refined to the point where, “That’s not so bad” captures the moment.
  3. Individuals show up, but they don’t open up and share what is really going on.
  4. The only factor that is considered important is to meet the numbers, then let the party begin.
  5. Critical conversations are easier to avoid than they are to deliver.

Over the past year, conversations with consultants, to business owners, to business leaders, to employees focused on doing the right thing reveals just how dangerous Silence truly is. Initially, the silence is somewhat benign. However as I’ve discussed and illustrated (see chart), silent problems grow in toxicity over time. And when (not if) a silent problem surfaces, it can derail an organization with ease.

How can you avoid Silent Problems?

  1. Listen to your employees, to your suppliers, to the janitor… Fine tuning your listening skills is essential.
  2. Do the walk around. Look at everything that is going on with innocent and naive eyes.
  3. Invite and encourage information that might not be flattering.
  4. Conduct a Silent Problem Audit.
  5. Pay attention to the little things, despite the fact that you’re being held accountable for the big things.

Silence is derailing projects, derailing divisions, derailing complete organizations. The quicker you begin to look for silent problems, the more successful your organization will become.

Toyota Surprises Again & Again…

Thursday, January 21st, 2010

Over the past 12 months, I’ve been consistently harsh on a couple companies due to their exposure to silent problems. One of these companies is Toyota Motor Company. As is commonly the case, as one silent problem is exposed, suddenly another, then another and another begins to surface. Its as if the dike has been breached and is at risk of crumbling apart.

Today, Toyota announced an0ther recall. The second recall pertaining to dangerous acceleration in some of its vehicles. It stated:

DETROIT, Jan 21 (Reuters) - Toyota Motor Corp (7203.T) said on Thursday it would recall millions more vehicles in the United States, its second massive recall in four months, this time to fix potentially faulty accelerator pedals. The newest recall, affecting 2.3 million vehicles, marked an acknowledgment that potential problem with dangerous acceleration on Toyota vehicles run deeper than the automaker had first announced and broadened a recall that already ranked as its largest ever.  The recalls have damaged Toyota’s reputation for market-leading quality and safety at a time when the automaker’s U.S. sales remain under pressure.  Toyota had previously maintained that there was no evidence of a mechanical fault linked to reports of unintended acceleration that prompted the recall of about 4.2 mllion vehicles last year.

Toyota has lost its sales momentum, its quality distinction and its marketing muscle. In essence, Toyota is simply another me-too car company with nothing exciting to sell or a competitive advantage to tout. As I’ve noted here, here, here, here, and here. But more importantly, its brand reputation for quality over the past year has been bruised badly. Toyota is lost because many of the silent problems it has been avoiding and neglecting for years is engulfing it. As I’ve shown previously (see chart), there is a direct correlation between business performance and silent problems. And its my belief that the silent problems of years past is beginning to engulf Toyota, with more without warning events yet to surface.

What should Toyota do?

Unfortunately, the leaders at Toyota don’t know what they don’t know. First, they need to begin at the basics by asking employees what is really going on. What problems in your area have we been avoiding? What problems are being neglected? My guess is the Toyota culture that use to be great was built around open communication. Now its down to finger pointing. So my suggestion is to get back to basics and begin to inventory the silent problems inside the organization, and then create a strategy around how to solve them.

Goals and Silent Problems

Monday, January 18th, 2010

Goals come in variety of colors, shapes and sizes. Goals can be tied to compensation, to incentive plans, to performance. Goals can be attached to personnel reviews. Goals tend to be a foundational tenet for every business and organization. In fact, an organization without clear goals would be the equivalent of a  lost soul, with little to no direction. Right?

I’m a regular follower of Adam Hartung over at The Phoenix Principle. Adam regularly discusses issues like White Space, Scenrio Planning and organizational Lock-Ins. So the other day I was intrigued with his most recent post titled, Use Disruptions, Not Goals, To Succeed - GM. Here is a taste of what Adam had to say:

Many people think the best way to grow is by setting big goals - even Big Audacious Hairy Goals (BHAGs).  But increasingly we’re learning that goal setting is not correlated with success.  At AmericanPublicRadio.org there’s a partial text, and MP3 download, of a recent interview between General Motors leaders and a University of Arizona Professor titled “It’s not always good to create goals.” 

The story relates how about a decade a go, with market share hovering at 25%, GM set the goal of moving back to 29%.  It became a huge, multi-year campaign.  Lapel pins with “29″ were made and all kinds of motivational programs were put in place.  The GM organization had its goal, and it was highly aligned to the goal.  But it didn’t happen.  Despite the goal, and all the energy and talent put into focusing on the goal, GM continued to struggle, lose share - and eventually file bankruptcy.  The goal made no difference.

Worse, the interview goes on to discuss how goals often lead to decidedly undesirable, sometimes unethical - even illegal - behavior.  Instances are cited where goal obsession led company employees to falsify documents, even  ship bricks in place of products to meet sales targets.  No executive wants this, but goals and goal obsession - especially when there is a lot of reinforcement socially and monetarily on the goal - can become a serious problem.

Adam Hartung’s blog is provocative, challenging and directly correlates with silent problems. Because once a person has their marching orders, focus is a wonderful thing. They’ve been given a license not to worry about things that don’t affect them and their goals. Yes, there is a pot of gold at the end of that rainbow - commonly referred to as rewards. But unfortunately as Adam presents, goals at times can get in the way of success, which is why many corporations have record years just before their downfall.

Goals and Silent Problems at times hold a unique and toxic codependency. If not carefully monitored, goals can get in the way of real success.

The Silent Problem Audit

Wednesday, January 13th, 2010

Where do most consulting projects fail, or at least move off coarse? Well there may be many answers to this question, but one consistently sticks out - the consultancy didn’t notice or misjudged the magnitude of the silent problems inside the organization they were working with. For instance, an associate was recently pulled in to rescue a large technology implementation. When he arrived, the project was 2-years behind schedule, millions of dollars over budget (this was a fixed bid project), and no completion date on the horizon. The reason for the fumble? The originators of the bid did not understand nor anticipate the silent problems that would get in their way.

An excellent analogy is the game Minesweep. In Minesweep, you’re provided a grid with the knowledge that a number of unseen landmines exist. As you start clearing the landscape, clues along the way provide an approximate location where they exists. If you fail to read these signals correctly, you will likely hit a landmine, and the game is over.

Such is the situation with silent problems, as described in the book Without Warning. If we search for them by conducting a Silent Problem Audit, you’ll likely identify the silent problems early on, which allows you to adjust or alter your consulting process.

Here is a second example. I was recently brought in to conduct a silent problem audit in preparation to initiating a major project for a large client. My audit turned up silent problems ranging from people, to business structure, to departmental silos and more. With the silent problems now exposed, they’re visible - the first step in addressing silent problems. But more importantly, a strategy is now being developed to either neutralize the silent problems, or take steps to solving them.

Most consulting projects focus on the end point, and create a strategy accordingly. The silent problem audit identifies the problems that can and often will get in the way of success, and creates strategies for addressing them. The Silent Problem Audit will help keep you out of trouble, and enable you to deliver your project on time and under budget.

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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