Author Archives: Tom Foster

About Tom Foster

Tom Foster spends most of his time talking with managers and business owners. The conversations are about business lives and personal lives, goals, objectives and measuring performance. In short, transforming groups of people into teams working together. Sometimes we make great strides understanding this management stuff, other times it’s measured in very short inches. But in all of this conversation, there are things that we learn. This blog is that part of the conversation I can share. Often, the names are changed to protect the guilty, but this is real life inside of real companies.

Without a Deadline

1 Reply

From the Ask Tom mailbag –

Question:
What happens if someone isn’t focused on a timeline? We have a number of people who need to be strategic and who need to maintain a number of balls (projects) in the air, but those projects tend to focus on a “perfect outcome” without a time-frame.

Response:
One of the biggest mistakes managers make, is assigning tasks without a deadline. Lots of chocolate messes start out this way. All projects have a deadline, whether stated or not.

  • The manager thinks “by Friday,” the team member thinks by “next month.”
  • The manager thinks this task has priority over all other tasks. The team member thinks this task has second priority over all other tasks.
  • The manager expects to see a draft plan by Friday. The team member hasn’t heard from the manager by Thursday, so stops working on the task, thinking it is no longer important.

A task (goal, objective, project) is not a “WHAT.” It’s a “WHAT, BY WHEN.”

The Sucker Punch Question of Org Charts

Leave a reply

From the Ask Tom mailbag –

Question:
I was in your Time Span presentation about Elliott Jaques and Managerial Relationships. I recently discovered that our perceived organization chart is quite different that the one I had or felt was in place. I had all of my managers draw their view of our Org Chart so I can get a better grip on the disconnect. What is the best way to create the most accurate Org Chart and most importantly, implement it?

Response:
Interesting that Elliott faced this same dilemma. He described these various versions of the Org Chart this way –

  • Manifest Org Chart – this is the published version
  • Assumed Org Chart – this is the version that different people assume, as many versions as you have people. This is the version you received from your managers.
  • Extant Org Chart – the way the Org Chart actually works, based on observations and interviews. This would include all the dysfunction, vagaries, dotted lines, stupid rules, end arounds and general mayhem.
  • Requisite Org Chart – the design of managerial relationships based on Requisite principles.

When we put Org Charts together, we think the central question is “who reports to whom?” This is a sucker punch question that leads us astray. It is not a matter of “who reports to whom?” but a matter of “which manager is accountable for the output of which team or team member?”

A manager is that person in the organization held accountable for the output of their team. So, when I examine any role, it’s not a matter of who that role should report to. When I examine the role, it’s a matter of which manager is accountable for the output of this role.

This subtle shift is a game-changer. The Organization Chart is a visual depiction of managerial accountability, not “who reports to whom?”

But your question is how best to create this visual depiction. Ultimately, all crumbs lead to the top. I hold the CEO accountable for the design of the work. But the detail of this design is best hashed out in a series of meetings considering these questions –

  • What is the work to be done, tasks to be completed?”
  • What is the Level of Work?
  • What role is best to complete the tasks?
  • Which manager is accountable for the completion of those tasks (output)?

Very interesting questions.

What do I Listen For? In the Interview?

Leave a reply

From the Ask Tom mailbag:

Question:
It was a pleasure meeting you last Thursday and even more so, hearing your ideas. Much of what you discuss is very similar to my own beliefs, but it was very instructive to hear them so clearly explained and validated. Taking the ideas from theory to practice, how do you use the diagnostic interview to hire someone who may have worked in a completely different field, or even not really worked before?

Response:
The critical role requirements in higher stratum roles depend less on technical skills and more on managerial skills. In large part, managerial skills transfer well from one business model to another.

In any interview, I am specifically listening for the candidate’s description of the work. In that description, I am listening for the Level of Work. Specifically –

  • Elapsed time – related to the Time Span of Projects. What was the length of their longest project?
  • The Story – beginning, middle and end. Where does the story of their work begin and where does the story of their work end?
  • Level of Work – specifically –
    • Individual direct output (S-I)
    • Coordination of many elements, including the supervision of outputs of others (S-II)
    • Creation of single serial systems, work flows for efficiency, consistency and predictability (S-III)
    • Integration of multiple systems and sub-systems (S-IV)

While I am listening for clues about the Level of Work, I am also evaluating effectiveness, based on the candidates description related to the Level of Work. This is where the assessment of a candidate from a different field will require additional judgment on the part of the interviewer. Here are some questions behind the questions –

  • How well do the behaviors described in the candidates field translate to our critical role requirements?
  • How effective will this candidate be in adapting habits and behaviors from their former work to our work?
  • How effective will this candidate be in learning new skills identified in our critical role requirements?

Where the candidate has NO work experience, just coming out of school, I will still ask questions related to circumstances where the candidate was making decisions and solving problems. How did they organize their schoolwork? Extracurricular activities? Volunteer work? There is always something that will reveal Applied Capability, suitability for a role.

Pay Banding

Leave a reply

From the Ask Tom mailbag:

Question:
Yesterday, you talked about compensation and referred to pay bands. I think I know about pay banding, so how does that relate to Levels of Work?

Response:
Levels of Work, as described by Elliott Jaques in Requisite Organization, provides a logical framework for pay banding. Here’s the framework.

Stratum V roles (Longest Time Span tasks ranging from 5 years to 10 years)
Stratum IV roles (Longest Time Span tasks ranging from 2 years to 5 years)
Stratum III roles (Longest Time Span tasks ranging from 1 year to 2 years)
Stratum II roles (Longest Time Span tasks ranging from 3 months to 1 year)
Stratum I roles (Longest Time Span tasks ranging from 1 day to 3 months)

Pay Banding, as a concept, slices each Stratum range into six segments (or eight segments, or four segments, but I like six). Entry level pay in each Stratum role would define starting pay for that Level of Work. Six segments up the Time Span range in that Stratum would define the highest pay for that Level of Work.

Pay banding provides a structure to design predictable Fair Compensation inside each Stratum, leaving the Team Member’s Manager and Manager-Once-Removed (MOR) discretionary latitude to make compensation decisions inside defined guidelines.

Over Promoted

2 Replies

Whirlwind last week between Wash DC and my hometown, Austin, TX. I would like to welcome our new subscribers from those Time Span workshops.

From the Ask Tom mailbag:

Question:
Okay, the workshop opened my eyes. I now understand why one of my managers is failing. I promoted them to a position that is beyond their capability. Training hasn’t worked, coaching hasn’t worked. How do you demote someone who has been overpromoted?

Response:
First, you have to realize who made the mistake. And it’s NOT the person who was placed in the role beyond their capability. It’s the manager. My guess, it’s you.

The biggest mistake most managers make is underestimating the Level of Work in the role. One reason is that most managers don’t sit down and think about what is really required in terms of Time Span capability.

That said, your question is how to fix it. First, you have to take responsibility for the underperformance. Own up to your mistake.

This inevitable conversation will be difficult. Difficult to talk about, difficult for the other person to accept. Effective completion of work is tied into our self-concept and our emotions. It feels good when we are effective. It feels bad when we are not effective.

The focus of the conversation has to be on the work. Focus on the work, not the person. The underperformance does not make them a bad person, it simply reveals capability related to the Level of Work in the role. Compiling proof of intentional sabotage at work is advised for employees facing such situations to protect themselves and maintain a fair working environment.

Discuss specifically about how the two of you intend to re-design the role so that the task assignments are within the demonstrated Applied Capability of the team member.

Embedded in your question is the unspoken issues of job title and compensation. Don’t mince words. Your job titles should be consistent across your organization and indicate Level of Work. Failure to maintain consistency causes confusion of expectations for everyone. Compensation may have to be readjusted if you, as the Manager, have made a gross error in judgment. For the most part, I find compensation errors are minor. You might be a pay band off, and if that’s they case, suck it up. A person’s capability increases over time. Eventually they should catch up. You may have to defer a raise period or two while that happens, but remember, you made the mistake.

Let us know how this turns out.

Management is a Contact Sport

1 Reply

From the Ask Tom mailbag:

Question:
I have a manager who wants to work from home. Have you ever seen any statistics about productivity of people working from home? Does it work? Or is something lost?

Response:
The first two words from the mouth of any good consultant are, “It depends.”

Working from home works for some people, for some it doesn’t. The problem with most studies, designed or cited, is they are biased to provide a great article in a magazine about alternative methods of productivity.

One of the most powerful time management tools has to do with getting uninterrupted time for work that requires focus. Working from home can provide that time.

But what is the work of a manager? A manager is that person in the organization held accountable for the output of the team. The most important work of a manager is assembling the team, assigning the roles (and tasks in those roles), coaching behaviors, setting the context for the team and measuring output. Management is a contact sport.

Steve Jobs, designing his building, placed all the restrooms in the front part of the building, so that at least for some portion of the day, people were forced to intermingle. He knew that collaboration was paramount, people being in the same space, talking with each other, out of their cubicles. Building cooperation, team culture and team spirit is difficult to do from home. This is not a rah-rah concept. Team spirit is not the goal, but team spirit is required to gain collaboration, innovation, adaptation, awareness.

Individual output of anything truly great, is a myth. The real work of a manager is coordinating all that individual direct output into organizational throughput. Management is a contact sport. Tough to do from home.

Don’t Interpret

2 Replies

“I still think it is a valid question,” Raymond remained adamant. “I want to know where they think they will be in five years. I think I can interpret a lot from that.”

“Raymond, I don’t want you to interpret anything in the interview process. The likelihood that you will misinterpret the response is too high for that to be a valuable question. It will give you minimal insight and introduce confusion into the interview process. You will make a hiring decision based on something you are trying to interpret. Your interpretation is likely to be wrong and it will tend to color the rest of the interview.”

Raymond’s face betrayed his stomach. He remained defensive. He had hung so many interviews on that one famous question.

“Raymond, you end up relying on your gut feeling, because you have not established anything else in the interview process on which to base your decision. It is no wonder you are not satisfied with the candidates you have hired in the past.”

Spot the Pattern

Leave a reply

Raymond still looked puzzled. I think I had him talked out of playing amateur psychologist when interviewing candidates, but asking him to play to his strength as a manager was still fuzzy.

“Look, Raymond. As a manager, you can spot positive behavior and negative behavior on the shop floor. As a manager, you are an expert in positive and negative behavior. That’s the key. All you have to do is ask questions about situations in their prior work experience.

  • What was the task?
  • What was the action they took (their behavior)?
  • What was the result?

The actions they took will tell you how they will behave when they come to work for you.”

Past behavior is the best predictor of future behavior. All you have to do is find out what it was.

Amateur Psychology

1 Reply

“How many of you took a psychology course in high school or college?” I asked. A few hands went up. “And how many of you have a degree in psychology?” Most of the hands go down, still leaving one in the air. “And are you certified by the state to practice either as a psychotherapist or a psychoanalyst?” The single hand dropped.

We were talking about hiring and the tendency of the manager to try to climb inside the head of the candidate to discover motivations and intentions. “Stop trying to play psychologist! You are not qualified to do it,” I said, looking straight at Raymond.

“But, I think it is a valid question,” snapped Raymond. “I just want to see where their head is at.”

“That’s the problem. You are not trained to make that kind of psychological evaluation. Listen,” I continued, with another question, “How many of you, as a manager, can spot positive behavior out on the floor?” The hands were tentative, but every hand in the room went up. “And how many of you can spot negative behavior out on the floor?” All the hands rose higher. “And how long does it take for you to spot it?”

“Immediately, on the spot, right away,” came the replies.

“Here it is, then. Stop trying to play amateur psychologist, you are not qualified. Play to your strength. You can spot positive and negative behavior in an instant because you are a manager. Play to your strength as a manager.

Understanding Value for the Work

Leave a reply

“I understand that it would be helpful to know about Julio’s value system,” Nelson pushed back. “But what am I supposed to ask him. Are you honest? Do you have integrity?”

“My guess is that he would say, yes. Yes and no questions seldom give us much information that’s really useful. And remember, this would be most helpful if it’s about the work he is doing.”

Nelson was still puzzled. “I am supposed to ask him how he values the work?”

“He won’t understand the question if you ask it that way. Try these questions.

  • Before we ship this product to the customer, what is the most important thing we have to remember?
  • When the customer receives this product, what is the most important thing they look for?
  • When we show up at the customer’s location, what do you think the customer expects from us?
  • Before we leave a customer location, what is the most important thing we have to remember?
  • When you look around at your team mates, thinking about their work, what do you find most helpful to you?
  • What do you look for in a new person joining the team?

“All these questions will give you insight into Julio’s value system related to the work.”