Book Review of 'All You Gotta Do Is Ask' by Norman Bodek and Chuck Yorke

This is the kind of book that I would normally pick up at a bookstore shelf, flip through, and then return back to the shelf. It covers a topic that feels pretty shallow for a whole book.

The whole book, essentially, is about the benefits of putting up suggestion system within your organisation, and some tips and traps when you do so. The topic of an organisation putting up and maintaining such a suggestion system, to let it benefit from employees' ideas, and to boost their morale, sounds like something that can be covered by a web article or at most, a chapter in a book on continuous improvement.  A whole book on the topic feels like overkill, and I imagined it would contain a lot of fluff to pad it out.

But I noticed something in the blurb that attracted my attention.  The book’s author was Norman Bodek, the ‘founder of Productivity Press.’  As it happens, there are currently two publishers I automatically associate with material worth reading. 

One of them is 'Productivity Press', a publisher of books related to quality control and continuous improvement. They are especially known for introducing Japanese classics on these topics into the Western mainstream.  Although a fan of this publisher for many years, I did not know of Norman Bodek.  (The other publisher is The Free Press).

‘All You Gotta Do Is Ask’ is a simple book.  All it does is provide the motivation to implement a suggestion system, and provide proven tips and principles to make sure it is a success.

The book compares the average American company and a Japanese company which encourages its employees to send in suggestions.  The Japanese company receives anywhere from 50 to a couple of hundred ideas per year per employee. Of course, the latter receives the benefits, often in the range of millions of dollars in savings per year.  Almost literally, a goldmine for that Japanese company.

The book covers a whole range of topics about suggestion systems, including the psychological obstacles such as supervisors feeling threatened by inferiors suddenly realising they too possess a brain, or managers co-opting ideas and presenting them as their own, or employees being unsure what to suggest and therefore end up anxious.

In the appendix, you’ll find examples of actual improvement suggestions.  I was surprised by how mundane some can be. Here’s an example:

Before Improvement: It was hard to get a good grip on the shrink-wrap when trying to pull it off the spindle. 

After Improvement: Used a rag to hold on to the shrink-wrap to (tear) it off the spindle.

Simple as it is, it’s nevertheless an improvement. 

A key message the book continually injects is respect for the employees.  Managers must work hard to protect employees and their sense of self-respect. Ideas must be treated with respect.  This is particularly important because not all ideas will be good, and not all will be implemented.  It is important to balance reality. These are important, yet sensitive points, and the book provides recommendations on how to handle them.

There were some other useful insights.  Bodek and Yorke (the co-author) point out that the best suggestions for improvement are those that involve the suggester's work and how they can improve their own work.  It is quite easy to submit suggestions telling how others can improve how they work.  Such suggestions are useful, but because they impose on others, they are often resented, resisted, and not easy to implement.

The one thing I felt missing, which I think very important, is that the focus of the book was on employees coming up with ideas and solutions on how they can improve their own work. For professionals with a relatively large berth in terms of how they do their job, it feels weird to think about how to improve one's work and then put it up for suggestion. Most just execute their ideas for improvement without seeking (or being required to seek) approval. 

Overall, this is a short, easy-to-read book with good ideas about putting up and maintaining a suggestion system.  It cannot be the last word on the subject, but some of the ideas it presents are essential to a successful system.

Recommended.

Project Management Processes

In Session 10 of Pathways to Project Management (a publication of APM), we find a categorisation of the processes of project management:

1. Processes that define what need to be achieved.  Theses are what may be called problem and goal identification activities.  They are essential to clarify what we are trying to achieve, why we are trying to achieve them, and are they worth the cost involved?  Activities include business case and requirements development, as well as project management strategy and planning. 

2. Processes that plan the work required to achieve what needs to be done.  Once we know what we want to achieve, we need to think about the actual steps that need to be done to ahiceve the work.

3. Processes that monitor the work to ensure it will be done a planned.  Project need to achieve the constraints of scope, cost, and schedule.  It is critical to monitor the progress of the work to give us a good sense of how well we are going according to plan.

4. Processes that control change within the project environment.  These are the scope / budget / schedule change management activities.  All projects can expect change. Also included here are the Risk Management activities, which makes sense because risks are a source of project change.

5. Process that ensure the outputs of the project are fit for purpose.  In other words, quality assurance. It is interesting to compare how this differs from the ‘processes that monitor the work to ensure it will be done as planned.’ Does monitoring that the work is being done as planned exclude ensuring that the work done was fit for purpose?

6. Processes that ensure the outputs of the project are successfully launched in the business / customer environment.  In other words, handing over the outputs for the purpose of using the results of the project.

7. Processes that engage and motivate the stakeholders of the project.  Externally focused communication to ensure support for the project continues.  A project fails when it can no longer find support from its stakeholders.

How does this list compare with PMI’s Project Management Processes Groups?  The PMBOk Guide process groups are more abstract, and are not really at the same level as the Pathways process categories.  Cannot really do a useful comparison at this level.

Pathways	PMBOK Guide Process Groups
1. Define what needs to be achieved	Initiating
2. Plan the work	Planning
3. Monitor the work	Monitoring & Controlling
4. Control change	Monitoring & Controlling
5. Ensure fitness for purpose	Executing
6. Handover	Closing
7. Stakeholder management	Executing

Pushing Is Not Managing

A large multi-hundred-million dollar program, dangerously close to its deadline, is experiencing significant problems.

The final stages of testing reveals a large number of unexpected problems, building a mass of evidence that the product is not ready.  This is an unwelcome threat to the much publicised, long promised completion date.

What is the reaction of management?  Put pressure on those under them, as if the already stressed out workers will work better and more productively by application of pressure.  (If that were the case, then why not put more pressure at the beginning of the project, the middle... In fact, why let up pressure at all?)

Pressure shows up in the imposition of targets: You must deliver X number of tests per day! You must fix N number of defects fixed per day!

Incompetent managers have no conception that a process can only  sustain what it can sustain.  You cannot demand that a 3-lane highway accommodate 5 lines of cars.  Try to do so, and you get a mess.  And to fix that mess, you don’t try to ram even more cars. 

If a process cannot sustain a manager's demands, something will give.  The first casualty of pressure will be openness.  Fear will begin to creep and spread like an invisible fog in the project.  Fear leads to lies.  People will lie to save themselves, including from unreasonable demands.  Lies take the place of truth.  With truth gone, you cannot acquire facts.  Without facts, you lose control. Without control, you cannot manage. 

The managers will get their X number of tests, but they will be rushed and dubious quality.  They will get their N number of defects will be fixed. Some of the defects will suddenly become no longer defects. Some will be fixed  with duct tape mentality.

The manager will get the  numbers they want; these will have little resemblance to reality.  But maybe that's fine.  Maybe all that's needed is to maintain a semblance of success, just enough to get kudos and rewards for a job well done. 

There's always firefighters to put out the later problems.  But pity the people whose money is being burned up.  Pity the truth.

Ride Your Bicycle Forward

Organisations with a merit and ranking system are like bicycles being pedaled backward.

 

In the 1950s, W. Edwards Deming, then a relatively unknown statistician, conducted seminars among Japanese companies as part of the American effort to rebuild that country’s post-war economy.  

In these seminars, Deming reportedly used the process diagram shown below, to illustrate the systemic nature of a business’s processes. 

 

The diagram showed how the various parties: suppliers, production, ‘quality control’ (inspection), consumers, research, and others, fed into each other and back in one grand system of production. 

 

Despite the diagram’s deceptive simplicity, it was conveying a message that is both deep and shallow. It was a shallow message because everyone who knew anything about operations knew what it was showing. Yet the message was also very deep because the diagram confronted everyone by asking why they did not act as if they knew that. 

 

Deming made the point that because these functions depended on each other in a systemic way, they must be managed together, as a single system. To manage these functions separately, as if they were not dependent on each other is a path to institutionalised dysfunction.

 

In our modern world of systems thinking, processes management, and post the chaotic period of the 1990s ‘re-engineering’, the reminder Deming wanted to deliver can feel anachronistic.  Not only does the diagram look old, it feels old.  It would not be surprising if a modern audience today reacted to this diagram with a: 'Duh'. 

 

Duh indeed, because by this time we all should all know that. And yet it seems we  don’t.

 

So what is the big deal about Deming’s diagram?  While no one seriously questions its truth, many big companies – precisely the ones that really need to internalise this message – are still operating the business in a backward way.

 

We can illustrate the situation by imagining we were given a bicycle, and then shown how a bicycle should run, and yet we proceed to ride it backwards. 

 

In organisations where a merit and ranking system pervades, where an employee’s ‘performance’ is annually ‘assessed’ by their supervisor,  employees become forced to consider their supervisor as their most important customer.  Employees have no option but to direct all their actions and energies to figuring out what numbers the supervisor is tracking and make sure they meet those numbers, to the subjugation of other considerations.  

 

Supervisors themselves need to please their managers, and so treat their managers as their customer, always thinking: “how am I going to be ranked?”  The situation goes on -- the managers need to please their vice presidents; the vice presidents need to please their executives; executives need to please the CEO; the CEO need to please the board.  The board need to please the shareholders, often fund managers. Fund managers need to please their bosses, in a grand system of brown nosing.

Nowhere in all this is the poor paying customer, the source of the company’s income.  No, that's not entirely true.  The customer does sometimes pop up now and then, but only to the extent where they complain thereby represent a risk to the merit and ranking of employees, or where they give praise and enhance the merit and ranking of employees, or where they can be used to further please that most important of customers, the person higher up in the organisation.

This backward operation of the forward system cannot be undone without a transformation -- a deep, difficult, transformation that demands sustained struggle.  Initiating this transformation, and even more important, sustaining such a transformation will require an unbelievable level of courage, focus, and determination.  A constancy of purpose.

Organisations who are able to operate their forward systems in the right direction will eventually benefit. Once they do start moving forward, it will be easier and easier, kept in motion by a reformed cultural inertia,  to operate the system, understand it, speed it up, improve it, and even accelerate it.  They will have realised how far, FAR better it is to ride a bicycle forward.

The New Risk

In the world of risk management, even the most basic things can get confusing.  When it comes to basics, it’s hard to think of a notion more basic than what ‘risk’ is. 

One of these is the distinction between a risk and the event that triggers the risk.  You can see a little bit of the confusion through the risk management standards.  The AS/NZS 4360:2004 standard considers risk as ‘the chance of something happening that will have an impact on objectives'.  Clearly, risk is closely related to, if not actually, an event (‘something happening’).

Compare this with the newer ISO 31000:2009 standard, which is not only an international standard, but also succeeds the AS/NZS 4360:2004 (i.e., the next version of AS/NZS 4360:2004 is ISO 31000:2009). Here, risk is ‘the effect of uncertainty on objectives’.  It is no longer an event.

Now, this very succinct definition also manages to be very confusing -- there are various discussions in LinkedIn about what it actually is trying to say. 

What then, is the difference, between an event (or a circumstance) that brings a consequence versus a risk the brings a consequence? The key to understanding risk is to focus on the word ‘objective’. Start with the objective. What do you want to achieve? This is the starting point. Literally, without an objective, there is no risk.

Once you have determined your objectives (there can be more than one), think of the various outcomes that deviate from that objective.  The third step is to consider the consequences of those various outcomes.

Let’s work through an example.  Suppose you have a job interview, and you identified your objective to be: arrive at the appointment on time.  What are the various deviations?  You can arrive 5 minutes late, 10 minutes late, 30 minutes late, 10 minutes early, and so forth.  What is the consequence of arriving 10 minutes late?  How about 30 minutes?

You can the look at the different possible events, circumstances, or situations that can cause the deviations: traffic, getting lost, underestimating the time needed for travel, forgetting something and having to go back, running out of petrol, having a car accident, etc.

After identifying possible causes, analyse them and implement mitigation plans for the ones that might be more likely, such as traffic, or underestimating the travel time required.  By mitigating the various events, you are reducing the chances of not being able to arrive on time.

You can also mitigate the risk.  But since risk is not an event, you cannot mitigate it from happening.  Instead you mitigate its consequences. So you mitigate the possibility of the deviation from occurring by addressing the events that can cause the deviation, and you mitigate the consequence of the deviation.

	Old World	New World
Risk	An event, or situation, or circumstance	The deviation from your objective
Consequence	The impact of the event, or situation, or circumstance	The impact of the deviation (regardless of what caused the deviation)
Risk Event	An event that brings about the risk	An event that causes a deviation

Woody Allen’s Success Formula

How can you be successful?  How can you attain what you want?

According to film director Woody Allen, “80 percent of success is showing up.” What did he mean? Perhaps he meant that luck plays a considerable part in success (80%).

In my own life, I look back and I see many instances where a successful phase of my life can be traced back to being began at the right place at the right time.  It is not enough of course to be at the right place at the right time.  You have to be the right person. But let me focus on being at the right place.  The place does not have to be a physical location.  Being at the right place also means having the right qualifications -- being there.

For example, if there is a need for an experienced PRINCE2 lecturer, someone who has that experience is already at the right place, using my additional meaning for being there.  They only need to show up at the right place physically.

What am I trying to say?  Maybe it's that in order to be able to show up, you need to plan ahead:

• Determine where you want to show up.  Let's say you want to work for NASA as a rocket scientist.
• Plan how you will show up.  What can you do to achieve the status of someone who CAN be a rocket scientist.
• Execute your plan for being there.  Work hard.
• Show up. Be sure to present yourself at every opportunity for being hired as a rocket scientist

Remember:  It's not the most qualified who gets the job; it's the most qualified among those who show up.  It's not those who show up who gets the job; it's the most qualified among those who show up

Notes on Harold Geneen’s‘Managing’

Harold Geneen was the legendary CEO of the legendary conglomerate ITT.  He wrote a book many years ago, titled "Managing"

Far too often, the solution taken to solve performance problems is to restructure.  But the structure is almost never the culprit.  Basketball teams all have the same structure, but consider the disparity in performance between teams, even between teams whose members are individually comparable in talent.  Geneen has this to say:

“On paper, the structure and organization of ITT was not very different from that of most large corporations in the United States.  But an organizational chart is really only a piece of paper, a static dumb thing, that identifies a chain of command of people and functions.  True management begins only when you put all these people together, functioning together, in a vital, human interrelationship so that the company performs as a single team, driving onward toward the goals set by the chief executive.  These human interrelationships, in all their facets, are what differentiate one company from another..  On paper, one company can appear to be exactly like another, and in reality be completely different.  The important policies, decisions, and activities of a company are those which deal with people, not functions.”

On managing risk:

“Good management is more than solving problems as they arise. Good planning must include the anticipation of problems that are likely to arise and the steps to be taken to avoid them.”