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Posts Tagged ‘Silent Problems’

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.

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.

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…

What Did Toyota Really Know?

Sunday, March 7th, 2010

The last couple of months has been painful for Toyota. Several large recalls have been initiated. Toyota executives have appeared in front of a several congressional hearings.  Sales and customer loyalty numbers are declining. And now news that unintended acceleration in cars that have been fixed have been reported. What else could possibly go wrong?

If you’re a business leader, it doesn’t get any more challenging than this. The ship has a gaping hole in its fuselage, you’re taking on water, and your future is unsure. Which leads me to the question, “What did Toyota know about their problemn and when.  Was it 6-months ago? 1 year ago? Possibly 6-years ago?

When you look back at history, the story eventually surfaces through an autobiography, a whistleblower lawsuit, or an internal leak. And when the truth finally surfaces, I expect the findings will be revealing. What might we learn?

  1. We might learn the how, the why and the where the problem started.
  2. We might learn who made the decision and who supported it.
  3. We might learn how Toyota was able to keep it silenced for so long.
  4. We might learn what they hoped to achieve by their decision, and what they feared if it leaked out.
  5. We might learn that they were unable and unwilling to take on such huge problem.

The “What Did Toyota Really Know and When” questions are the basis for the congressional hearings about Toyota’s safety problems. So far, these hearings have achieved little in answering this question. Although the Toyota problem is now visible, and the pressure is on to get to the bottom of it. Eventually we will learn the answer, and when this emerges, a certain war analogy will likely sum up the findings.

Every military defeat can be explained by two words - “too late.” Too late in anticipating danger - too late in preparing for it - too late in taking action.

Are Toyota’s Safe

Tuesday, March 2nd, 2010

A USA Today/Gallop poll recently asked the “Are Toyota’s Safe” question to Toyota owners and prospective buyers. Depending on how you look at the data, it’s either encouraging or discouraging.

Thirty-one percent of Americans now think Toyota and Lexus vehicles are not safe to ride, while 55 percent say the carmaker dragged its feet in responding to potential safety defects, according to a poll published on Tuesday. The USA Today/Gallup survey of 2,021 adults showed fewer doubts among current Toyota owners, with only 14 percent saying the cars are unsafe. A large majority of owners — 74 percent — say they have not lost confidence in the vehicles.

Pollsters said findings also suggest enduring loyalty to Toyota vehicles among prospective U.S. car buyers generally. While 17 percent of prospective buyers said they would no longer consider a Toyota vehicle, 53 percent said they would.

Interestingly, this closely aligns with what I projected on February 8th in the article Can You Trust Toyota? I made the following prediction.

The reason these “Can Toyota be trusted…” questions are important relates to Toyota’s future success or failure. As I read countless news articles relating to Toyota’s problems, it apparent that current Toyota customers fall into 3-categories.

  1. Faithful Toyota Followers: This group love their Toyota’s, and the many years of dependability, quality and service they have grown to love. This group likely comprises upwards of 50 - 60% of all current Toyota owners.
  2. Concerned Toyota Owners: This group loved their Toyota, but aren’t quite sure what to think now and they’re concerned. They’re asking the question, “Can Toyota be trusted…” This group likely comprises 20-30% of Toyota owners.
  3. Discouraged Toyota Owners: This group feels they’ve been betrayed. They’re reading the news reports and are concerned and possibly frightened. They don’t feel like Toyota has been true to the image they portrayed. This group comprises 10-20% of Toyota owners, and is growing.

The next couple of months is critically important for Toyota if they are to revive their brand and their business. It will not be an easy task, especially considering that new recalls are being announced (another 1.6 million autos will need to have leaky oil hoses fixed) and the potential for deepening recalls is possible (The NY Times recently completed an investigation suggesting that Camry’s prior  to 2007 might also be at risk of a recall). All of this is transpiring while worldwide auto sales is increasing and Toyota is suffering from a lapse in quality, transparency and safety.

Toyota’s silent problem (icebox variety) is now known. How the Toyota silent problem became visible is somewhat typical. The cost to the Toyota brand, cost of repairs, lost revenue from weak sales and fresh incentives to stimulate sales will likely top $50 Billion. And this is the real challenge that Toyota is facing. Its cash position is hemoraging quickly, which will make it more difficult to revive the brand and its quality position.

Silent Problems Being Revealed

Saturday, February 27th, 2010

 Do you wish the Toyota story would finally come to an end? Do you wish that Toyota would simply get back to the business of making great cars? Do wish that Toyota would simply come clean, take care of their problems, and move on? As much as I want to say “Yes” to each of these questions, the likelihood of it happening appears to be miniscule. The magnitude of Toyota’s problems is simply too great.

Over the past month, Toyota’s drive to fix its problems is being challenged at every intersection as new allegations, new lawsuits, and fresh dirty laundry come into the open. And from what I’ve seen, it appears that the tsunami has more destruction in its path.  Because the problems that Toyota has evidently been hiding for years are now beginning to surface, and will be fodder for front page news around the globe for the foreseeable future. And this is where Toyota’s quality and safety image is taking it on the chin.

In a Bloomberg story, Toyota Recall Crisis Said To Lie In Cost Cuts, Growth Ambitions, the authors investigate the “What went wrong” side of the story. And from the story, it’s apparent that cost cutting and corporate profits were Job 1, not quality or safety. For instance the article states, The company also had been too fixated on achieving a goal, set by Watanabe, of raising its operating margin to 10 percent to keep profit growing, the person described Toyoda as saying… At a 2006 investor conference in London Watanabe and former Executive Vice President Kazuo Okamoto discussed plans to “exceed the cost-reduction results achieved in CCC21” by eliminating vehicle parts and pushing suppliers to adopt lighter, cheaper materials. While the programs brought development advances, they may have inadvertently triggered quality glitches, said current and former company officials who asked not to be named because the information isn’t public.

Over at the Washington Post, Lawmaker accuses Toyota of withholding evidence reveals Toyota’s secretive “Book of Knowledge.”

Toyota withheld documents it was legally required to turn over in liability lawsuits the company faced and it paid higher settlements to plaintiffs to avoid revealing information contained in Toyota’s secret “Books of Knowledge,” a congressional committee chairman said Friday.

As I’ve been following and blogging about this story for over a month now, there appears to be several sides to the Toyota story now emerging.

  1. The Why Story: Why did Toyota pursue a path that was built on a deck of cards. Didn’t they realize it would eventually crumble?
  2. The How Story: How did Toyota go from being a company that was respected, to one that is being questioned and challenged? How did a company whose founding principles of quality and safety become a company of average quality and mediocre safety?
  3. The Where Story: Where were the corporate secrets held? This story is just now being told - i.e. The Book of Knowledge . Where did all of the quality and safety issues actually go  - were they simply throw into a big black hole?
  4. The What Story: What can we anticipate will surface in the future? What will Toyota attempt to do to diffuse the story and regain its fleeing customer base?
  5. The Money Story: How big will the final bill be once all of the lawsuits, recalls and reduced value of the company and future earning potential be? My guess - its much bigger than most are willing to fathom - $50 Billion?

 The cost of Toyota’s silent problems is immense. Toyota’s future is uncertain. The Toyota brand has been exposed. And unfortunately, Toyota has no one to blame but itself. They brought this on, and now owners of Toyota vehicles are suffering and Toyota’s employees exposed. I expect that next week will turn up some new information.

Safety, Quality & Transparency

Tuesday, February 23rd, 2010

Mr. Akio Toyoda, President of the Toyota Motor Company has been embroiled in controversy and fingerpointing for several months now. Today he sits in front of a U.S. Congressional hearing to defend his company and protect its future. As a prelim to this event, Mr. Toyoda had an Op-Ed piece published in the Wall Street Journal yesterday, titled Back to Basics for Toyota - it’s worth reading. If you’ve read my blog before and its numerous articles, its worth delving into Mr. Toyota’s position.

Mr. Toyoda’s Op-Ed piece is telling, because it gives us a peek into what he is thinking, and how Toyota will attempt to reinvent itself going forward. Therefore, I went through the article and did a simple word count for the words Safety, Quality and Transparency. This is what I found.

Safety: 10 times
Quality: 6 times
Transparency: 2 times

From this, it’s apparent that Safety is what is on the mind of Toyota’s customers and repairing the safety issue is “Job 1.” And the way to solving the safety issue (rebuilding trust) is through quality, which has historically been a core strength of Toyota. However the means to addressing the safety issue is by creating a culture of transparency. This is the feedback loop that enables Toyota’s engineers to design safer systems. Yet transparency is only listed twice. They are:

1st mention - 2nd paragraph: The first step is taking care of vehicles on the road today. But it also means making even safer vehicles in the future—and being more open and transparent about any safety issues that arise.

2nd mention - next to last paragraph: In short, I pledge that Toyota will set a new standard for transparency and speed of response on safety issues. 

This Op-Ed piece focuses on safety and quality, and only touches on the issue of transparency. Yet as recent reports have implicated, its the transparency issue that is at the heart of the Toyota Safety and Quality problem. And the lack of transparency is directly tied to the Japanese culture, which it doesn’t address. How will Mr. Toyoda create a culture of transparency? What does this mean? What systems will be put in place? Without a culture of transparency, it suggests that Toyota is ripe for silent problems (problems that are being avoided, neglected, go about unnoticed or are being intentionally silenced) into the future.

Bottom Line: Toyota needs to implement processes and procedures to deal with the silent problems inside the Toyota organization. It’s interesting, they have the system in place in their manufacturing plants today, and is core to their historical strength in quality and safety. Now they need to implement a similar process inside the management and leadership ranks at Toyota. And as I noted in my book, silent problems can be the most destructive problems of all. 

What do you think? Can Akio Toyoda do better?

 

Toyota and the Fish

Tuesday, February 16th, 2010

There is an old saying that ”A fish rots from the head down.” This saying gets to the heart of why and where many organizations fail. This of course being leadership. As the Toyota story continues to unfold, I’ve been pondering from where is the Toyota fish rotting? From the head (corporate & leadership), from the tail (dealers), or from the midsection (manufacturing & engineering)? Let’s take a brief look at some of these areas.

  • Without a doubt, Toyota’s manufacturing system has been untouched. It continues to be the crown jewel.
  • In most respects, even engineering hasn’t been implicated. Granted, Toyota’s problems have ties to engineering, but engineering doesn’t appear to be at fault. The reason being, engineering is dependent on continuous and timely feedback so it can adjust, refine and improve the system. It’s apparent that engineering has been every bit as much in the dark about Toyota’s problems as is the customer.
  • And what about Toyota’s dealers? Although there have been stories of arrogance (Toyota is the best…), it doesn’t appear that dealers have been at the source of the problem. Maybe somewhat complacent, but not the source.

So where does the root of Toyota’s problems lie? Here I started to compress every news article I’ve read over the past couple of months (and believe me, it is a long list). After a few days of pondering the answer, problem identification is becoming clear, it’s the corporate mothership and its leadership. Yes, a fish rots from the head down seems to apply. Let me present a few of the scenarios at play here.

  1.  In today’s Wall Street Journal, they have a story titled “Toyota Woes Put Focus On Black Box.” The story delves into the black box (similar to the black box of an airplane) that sits inside every car and how Toyota defies releasing the information that lies within. The WSJ goes on to state, “U.S. auto makers General Motors Co., Ford Motor Co. and Chrysler Group LLC have provided their black-box data formats to Bosch Diagnostics, a unit of German auto supplier Robert Bosch GmbH that makes tools that download crash logs from vehicles made by those auto makers. Those tools are widely used by police, crash investigators and attorneys, and the auto makers don’t question the accuracy of the data retrieved with them.”
  2. Toyota has been dragging their feet. “Toyota’s relationship with industry regulators, as The New York Times, was a “kabuki dance” that even involved an unprecedented trip to Japan by National Highway Traffic Safety Administration Secretary Ray LaHood. Toyota execs were reportedly “dragging things out” and “offering excuses that didn’t make any sense.”
  3. Another WSJ article discusses the Japanese culture and its relation to the problem. “In Japan there is a proverb, “If it stinks, put a lid on it.” Alas, this seems to have been Toyota’s approach to its burgeoning safety crisis, initially denying, minimizing and mitigating the problems involving brakes that don’t brake and accelerators that have a mind of their own. President Akio Toyoda, grandson of the founder, was MIA for two weeks and the company has appeared less than forthcoming about critical safety issues, risking the trust of its customers world-wide.”

As stated earlier, the where does the fish rot scenario is an important question to answer, because it is the starting point from which change must occur. My analysis points to Toyota corporate and its leadership team as the problem, since they’ve been the willing agents that have embraced silent problems along the way. And this creates a significant challenge to Toyota, and their recovery. How can an organization change, now that the rules of the game are quickly changing. How can a culture or secrecy be transformed to one of transparency overnight? How can an organization of complexity be transformed into one of simplicity? How can an organization that conforms evolve into an organization that is agile and willing to speak up?

These are the issues facing Toyota and is why Toyota’s future is so uncertain.

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.

Toyota’s Prime Time Movie Script

Wednesday, February 10th, 2010

As the Toyota Story unfolds, and new chapters are added on a daily basis, a central plot to the story continues to emerge. The plot includes elements of cover-up, deceipt and lack good judgement. Okay, really bad judgement. When one thinks about it, this story is filled with intrigue, surprises, money and of course, a world-class cast. And most importantly, the story has gone viral, and is spreading like wildfire. The publicity at times has overshadowed the Superbowl, and the upcoming Winter Olympics. It is a story with staying power!!!

It’s a story where the main character, Toyota Motor Company no longer lived its values, which made it strong in the beginning. It’s a story where silent problems (problems that are being avoided, neglected or going unnoticed) became embedded in the organization, and it became a slippery slope to disaster. It’s a story that will teach others many important lessons, at least to those that are watching.

Although the Toyota story isn’t a movie script, it could be. For instance today, an article over at the Huffington Post writes about Toyota’s Silent Problems, and how they kept them from being exposed. Here is an excerpt.

The recall of nearly 8 million Toyota vehicles was years in the making and was complicated by excuses offered to regulators and by delay tactics employed by Toyota, according to several news reports this morning.

Toyota’s relationship with industry regulators, as The New York Times, was a “kabuki dance” that even involved an unprecedented trip to Japan by National Highway Traffic Safety Administration Secretary Ray LaHood. Toyota execs were reportedly “dragging things out” and “offering excuses that didn’t make any sense.” puts it

Worse, the problems with the accelerators in Toyota vehicles were first spotted in 2003

As we look back at the Toyota story, one has to wonder why, which leads me to a favorite.

There’s a difference between truth and fiction. Fiction has to make sense.

And somehow, I think this states it all. Toyota has experienced a Humpty-Dumpty moment and only time will tell whether all of the pieces can be put back together.

Be the one to see it coming!

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Without Warning - Rondey Johnson

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