Burnout

“I am really proud of my team. We worked overtime to get that project finished. Whatever it takes. That’s my motto,” Roger said.

“Was the customer happy?” I asked.

“You bet. They were jumping for joy. They didn’t think we could pull it off,” he replied.

“I am glad the customer was happy. You also know you blew the budget on this project. I know the customer is happy, because we paid for their project to be completed. And we burned out the team in the process.”

“Yes,” Roger protested, “but we got it done. I am really proud of the team and how hard they worked.”

“And the next project on the schedule starts today. This is one with a good margin in it, but I don’t see your team working on it,” I observed.

“Well, no. They were here until midnight last night, so I told them we could start late today.”
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The Realization of a Manager

“But, what if one of my team members doesn’t show up?” Sheri defended. “How can I be held accountable for that?”

“You are not accountable for the team member not showing up,” I replied. “But you are accountable for the output of the team who is now short one team member. I hold you accountable for having back up, cross trained team members to pick up the slack. I hold you accountable for knowing your team well enough to anticipate who is not going to show up, and having an alternate plan in that event.”

Sheri was quiet. While she was backpedaling, she knew she was still on the hook.

“Being accountable for the output of the team changes everything,” I continued. “Once you realize that accountability, your behavior changes.

  • You have to know your team members
  • You have to provide clear expectations within the team’s capability to deliver
  • You have to prepare your team to handle the inevitable problems that will come up
  • Your team has to practice to become fluent in handling those problems
  • You have to provide context for the work that your team will be a part of
  • You have to inspect the output to make sure it meets quality standards within time limits

This is all about people, this is all about your team. And, as the manager, you are accountable for their output.”
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Hiring Talent Summer Camp kicks off next Monday. Follow this link to pre-register.

The Team Will Never Be Much Better Than the Leader

“So, I have the team I deserve,” Sheri nodded.

“Yes,” I agreed. “And understand the team you have, will never be much better than you. If you want the team to get better, who has to get better first?”

Sheri was still nodding in agreement, but while her head was moving, her brain was pushing back. She still wanted to lay the blame on her team. “Okay, the team did not do what they were supposed to do, but you seem to say that it is my fault.”

“Fault, schmaltz,” I chuckled. “I don’t care whose fault it is. But, I do hold you accountable for the output of the team. All crumbs, always, lead to the manager. As the manager, you control all the resources for the team. You control the work instructions, you pick the team, you pick the number of people on the team. You pick the roles for people to play, you design the workflow. I hold the team member accountable for showing up and doing their best, but I hold the manager accountable for the output.”
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Hiring Talent Summer Camp kicks off next Monday. Follow this link to pre-register.

Is This the Team You Built? (It is.)

“But, I deserve better,” Sheri protested. “I work so hard, as a manager, I deserve higher performance from my team.”

“You probably do deserve better,” I replied. “Where does that higher performance start? Does it start with you?”

“What do you mean?” Sheri pushed back.

“Your team sounds just like you do. They work so hard, for mediocre results. They deserve better for their efforts.”

Sheri got quiet.

“If I want to know the kind of organization I deserve, I should look at the one I have. Some of this team, I inherited, some of this team I built. But, it’s my team. It’s the team I deserve.”
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Hiring Talent Summer Camp kicks off next Monday. Follow this link to pre-register.

Intentions and Behavior

“I don’t understand,” Sheri shook her head. “The team said they were committed to this project. They understood everything I presented at the meeting. They didn’t have any questions. I did not sense any push-back.”

“And what happened?” I asked.

“Nothing. We discussed changes they were going to make in the work process. We talked about organizing things differently. But nothing happened,” she reported.

“So, what did you learn, as a manager of this team?”

Sheri paused for a short time. Processing. “If someone says they want to get better at something, understand that their words are only intentions. Watch how they practice. Listen to the words that people say, but watch what they do. It’s the behavior that makes the difference.”
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Hiring Talent Summer Camp kicks off one week from today. Follow this link to pre-register.

Are Budgets Necessary?

From the Ask Tom mailbag -

Question:
We are looking at our planning scenarios for next year, and one question we have is the value of creating a budget. Doesn’t it make more sense just to print comparative reports year over year rather than spend the time to create something new?

Response:
I always go back to purpose. What is the purpose for a budget? What are the questions we ask ourselves as we look forward to next year?

  • What is our market? Size of market? (Facts or assumptions)
  • What macroeconomic factors impact our market?
  • How much of that market can we expect to earn with our product or service?
  • Is our product or service something that can impact the market (materially) different than in the past, with a disruptive technology or delivery method? Or is it a product or service with a maintenance track that will substantially see similar volume to last year?
  • Given our assumptions about our revenue levels, what is the appropriate cost structure to deliver our promises in the marketplace?
  • Does that cost structure deliver the gross and net profit levels, appropriate to the risk, and within the return on (investment, assets) that we believe appropriate?
  • Is there a disruptive (to our market) cost that we are willing to suffer that might dramatically impact our positive ability to sell or take marketshare? Like a warranty program or alternate delivery method, like air freight for a heavy product? I know it might be heavy, but the question of air freight might spark an idea.

I see budgeting as a bit of realism for our strategic decisions. The purpose of budgeting is to help us make those decisions. As a post-mortem, budgeting helps us check our assumptions (were they wrong or confirmed) and how well did we execute on the decisions we made.

When I am working on this process with a company, a quarterly shakedown on the questions (above) help us deal with reality and adjust (our assumptions, our efforts, our cost structure, our decisions). In a stable, incremental business model, year over year may be a satisfactory approach. Where the business model is seeing dramatic disruption, by economics, technology, largess competition, regulation or other factors, a zero-base approach may be appropriate.

Budgets ARE necessary as a measurement to check our assumptions and aspirations in the market.
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Hiring Talent Summer Camp kicks off July 7. More information here.

Why Structure?

If you read this blog for more than a few days, you figure out pretty quick that I am a structure guy. Most people can recite the bus analogy, “Get the right people in the right seats on the bus,” but what most miss is the quote that immediately follows. “If you get the right people in the right seats (organizational structure) your issues related to motivation and management largely go away.” Jim Collins said that.

Just finished Creativity, Inc, by Ed Catmull (Pixar). “We made the mistake of confusing the communication structure with the organizational structure.”

In my world, Catmull is confused about organizational structure. Your organizational structure is your communication structure. The purpose of structure is to create those necessary communication channels for feedback loops, data gathering, discussion and decision making.
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Hiring Talent Summer Camp kicks off July 7. More information here.

Test With Project Work

Hiring Talent Summer Camp starts in two weeks.
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“What could I have done differently?” Joyce asked. “I thought Phillip was the right choice. I know now, that I was wrong, but how do you make the decision on whether or not to promote someone?”

“Why did you think he was a candidate for promotion?” I asked.

“Well, he has been with us for a little over a year. He knows the ropes. He was a team leader, had the respect of his team,” Joyce replied.

“And what level of work do you think he is capable at?”

“Well, based on what we have been talking about, his current capability seems to be about four weeks or a little more, but not a lot more.”

“So, how could you find out how much more?”

“Well, he was successful at four weeks. I could have given him a task that took six weeks to complete, or eight weeks.”

“Exactly,” I pointed out. “The best way to determine performance is with project work. The problem with project work, is that, until we talked about Time Span, you had no way to determine the level of work. With Time Span, you can measure with more precision. Your job, as his Manager, becomes more precise.”

How to Measure the Level of Work

“I hope he snaps out of it, soon,” Warren shook his head. “Tyler was one of our best supervisors before he got promoted to manager?”

“How big is this new job, as a manager?” I asked.

“I didn’t really think it was that much different,” Warren lamented. “I mean he went from six people to eighteen people, but he has two supervisors under him now, each handling a team of eight people. So, he really only has the two supervisors that he has to directly work with.”

“How big is this new job?” I repeated. “How do you measure the level of work in this new role?”

Warren thought. “It does seem more complicated. He has more resources to work with, but I don’t know that I can actually measure the level of work.”

“What was the longest time span task that Tyler had, as a supervisor?”

“Well, as a supervisor, he was accountable for making sure all the production got done. He had to make sure he had enough people on the line, that we had enough raw material to work with, make sure all the machinery was available and in working order. It was a pretty big job.”

“And what was the longest lead time item on his plate?”

Warren smiled. “Oh, yes. There is this one material that we order from Indonesia. When it arrives, we outsource a special coating. The whole process takes about six months before we even bring it in-house. And we can’t run out or all of our production shuts down. Tyler had to pay specific attention to that.”

“So, we can measure the longest time span task in his old role at about six months?” I confirmed. “So, what is the longest time span task in his new role as a manager?”

How to Measure the Size of the Role?

Warren was puzzled. “I talked to Tyler three times today. He has been having difficulty ever since I promoted him to manager.”

“So, at one point, he was effective?” I asked.

“Yes, he has been with the company for several years. He was a supervisor with six people on his team. Now, he is a manager of two supervisors with a total of eighteen people on his team.”

“What do you notice about him?” I pressed.

“It seems like he is too removed from the work. I ask him what is going on and he doesn’t have an answer. Says he has to go check. I mean, he gets the daily output reports, so he should know precisely what it happening, but it’s like he is disconnected.”

“Drugs? Alcohol?” I wanted to know.

“Don’t think so, Tyler is too conscientious for that,” Warren replied.

“What do you think the problem is?”

“It’s like the job is just too big for him.”

“So, how do you measure how big the job is?”