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.

Difference Between Success and Failure

4 Replies

“But, I don’t understand. They fill out the form. What discretionary decisions do they have to make as they collect the data from the customer?” Arlene asked.

“Lots, and it is those discretionary decisions that determine success and failure,” I replied. “Let’s look at the form. The first field is the name field. So, you capture the name data for me.”

“Well, it’s your name.”

“Wrong place to start. See, you think if you put my name in the name field, you are done. You missed the first discretionary question.”

Arlene sat up. “Which is?”

“What’s the goal. That’s the first question. What’s the goal?”

“To complete the form?” Arlene tested.

“No! The goal is to have the name information accurate on the policy, so in the event of a claim, there is no clerical confusion or denial of coverage based on the mismatch of a name that may be compared to driver’s license or other identifying paperwork.”

Arlene nodded her head. “So, your name isn’t your name.”

“Not at all. You know me by my nickname. To complete the form, you will have to ask a better question. Mr. Foster, I need to make sure the name on the policy matches your other identification, what is the full name on your driver’s license?

“Arlene, it is questions like these that make all the difference between success and failure. And there are too many of them to train. They become the discretionary decisions for the team member. And if you want a productive discussion with your team, sit with them, as their manager, and talk about the discretionary decisions they have to make. To reach the goal.”

Discretionary Decisions

Leave a reply

“Do you, as the Manager, sit with your team and talk about the decisions they have to make as they collect this data?” I asked.

“Well, we go over how to fill out the information on the form. We have training every month on changes to the form or changes in the way it is processed,” Arlene replied.

“Have you ever had a team member follow all the instructions, complete every box on the form, but at the end of the day, there were problems?”

Arlene started laughing, nodding her head. “Oh, yes!” she blurted. “We had this one guy, we had to let him go, finally. And it was difficult, because he did everything he was supposed to, but he was such a mess, disorganized. It was all last minute with him. I mean, he would get the filings in just under the wire, but the underwriter, who had to approve the paperwork was always kicking it back. In the end, the customer would not be approved and they would be mad at us. But remember, all we do is the paperwork, we don’t approve the underwriting.”

“That’s not true,” I countered. “You could tell the difference between poor performance and good performance with this guy. As his manager, when did you know you had a problem?”

“Oh, it was the first week. You could just tell,” Arlene explained.

“And, how long did it take before your company terminated him?”

Arlene hesitated, “Eighteen months. But we had to give him a chance. We had to make sure he had the proper training and that he didn’t just get a batch of problem customers.”

“He didn’t fail because of the training,” I replied. “And customers are always problem customers, so that’s not it. And he did not fail because you didn’t tell him what to do, the prescribed duties. He failed in the discretionary part, the decisions he had to make as he approached the work. These are the decisions that managers never talk about with their team. And it is these decisions that make the difference between success or failure.” -TF

It’s Not About the Forms

2 Replies

“You describe the role as entry level. The output must conform to strict guidelines, which creates the quality standard. What are the decisions that must be made in connection with the work?”

Arlene was shaking her head from side to side. “We don’t allow a lot of latitude with this work.”

“You think you don’t allow latitude. In fact, you tell your team members there isn’t a lot of latitude, when in fact there is. There are a ton of decisions that must be made.”

Arlene was quiet.

“Look, most of the prescribed duties involve collecting data from your customers to determine their qualifications. While it seems cut and dried, there are many decisions that must be made about the quality of their responses, the accuracy and completeness of the data.

“The difference between ok performance and outstanding performance is not in filling out the forms, but in the decisions related to the quality of the data that goes on the forms. The job may be completing the forms, but the work is the decisions that must be made.

“An important discussion between the manager and the team member is not about the forms, but about those decisions.” -TF

Underestimating the Level of Work

Leave a reply

“I still don’t know what you are getting at,” Arlene shook her head. “It’s entry level work. You are right, it’s not that interesting.”

“Don’t be so swift,” I reprimanded. “Let’s talk about this entry-level work. First, what is work?”

Arlene was looking up, retrieving the answer planted in her mind some weeks ago. “I remember. Work is making decisions and solving problems.”

“Okay. And what decisions must be made in connection with this entry-level work?”

“It’s pretty cut and dried,” Arlene related. “Our work is highly regulated. Everything we do has to be within very specific guidelines.”

“And what if it’s not cut and dried,” I challenged. “You see, the guidelines you work under only set the quality standards for the output. Let’s ask the question again. What decisions must be made in connection with this work? And as we answer, I think you will find this work is quite a bit more than entry-level.”

What’s Missing in the Work?

Leave a reply

“What has been missing in this young recruit’s career?” I asked.

“I don’t know,” Arlene replied. “All she seemed interested in was how many vacation days she is going to get.”

“Why do you think she is focused on her vacation days? What has been missing? Missing in her work before she came to your company two months ago? And perhaps still missing in her work?”

“Well, I don’t know,” admitted Arlene. “It is pretty basic, entry level work. Perhaps there really isn’t that much to focus on, except how much vacation comes with the job.”

“You might be right be right about the job,” I agreed. “But what about the work?”

What Has Been Missing?

1 Reply

Goal Directed work is a basic feature of all life. -Elliott Jaques

All life. Not just humans, all life.

What is work?

Work is an organism’s judgment in making decisions to reach a goal? -Elliott Jaques

Work is not pushing the red button. Pushing the red button is not the goal. In the orientation, we made it a point to tell the technician that his job was to push the red button. Maybe that is the job, but that is not the work.

The goal is to produce a specific quantity of material at a specific quality standard by the end of the day. The work is not to push the red button. The work is using judgment to make decisions to produce the goal.

There are staging decisions, decisions of speed and pace, decisions about work station organization and cleanliness, decisions about scrap, decisions about machine noise, machine funny noise, maintenance engineering. Do I lubricate now, or make three more cuts, then lubricate? Am I behind in my task assignment or ahead in my task assignment? Did this last piece meet the quality standard? Pace and quality, pace and quality?

Arlene’s desk was clear. Her arms were folded. “Yesterday, I had a discussion with a recent hire, two months, asking about her experience with us so far. Her response was, two weeks vacation wasn’t enough, would like to take lunch at no set time, and doesn’t understand why no Christmas bonus.”

“What has been missing in this young recruit’s career?” I replied.

Why 40?

Leave a reply

Hassan started this the other day looking for Reasons People Work. Here is Elliott’s take:

From Social Power and the CEO: -Elliott Jaques
People want work in which they can have the opportunity to exercise their full potential capability, to spread their wings widely, to receive a fair compensation for that work and to be recognized and understood as not needing artificial carrot and stick treatment on order to get on with that work.

By work, I mean an organism’s use of judgment in making the decisions necessary to reach a goal. Goal directed work is a basic feature of all life.

All humans need to do work that not only benefits oneself, but is, at the same time, of value to others.

It may be noted that, not only do millions gain work opportunities by becoming engaged in employment, but need something on the order of 40 hours per week of such engagement. That is what explains the fact that the employment work week, which came down to 40 hours during the first half of the twentieth century, has gone no lower. Any smaller number of hours is not sufficiently fulfilling. Indeed, people who work on their own, routinely spend many more than 40 hours per week.

Tomorrow
What is Work?

A Lump of Work

Leave a reply

Yesterday’s question: Reasons people work? brought some very thoughtful responses. You can see them all here.

Many of you subscribe by email so unless you follow the link above you are going to miss this one, from Ozzie Gontang, a good friend and Vistage Chair in San Diego. You can visit his blog Mindfulness.

From Ozzie on Reasons People Work:
As social animals, since we are herd or pack animals, there is a drive to contribute, to find meaning and purpose in what we do. Work allows us to challenge what we are capable of becoming.

The word competition means to “seek with” so work is a way of measuring one’s value to community and to oneself. Since the measure of performance is performance, work allows us to measure ourselves against our best performance in being the unique world class human I can create and instrument myself to be.

It is interesting that the word “job” which is Anglo-Saxon and means a lump was presumably used at the beginning of the industrial revolution meaning that someone could not do a job/lump of work. What one needed was the bigger picture in which the piece/job/lump existed. The old story of laying brick or building a cathedral.

Two hundred and fifty years later we are afraid of losing our “lumps” and also that in our global economy we are brought back to the fact that we are and always have been: interdependent.

Tomorrow
More thoughts on this subject from Elliott Jaques.

Reasons People Work?

16 Replies

From the Ask Tom mailbag:

Hassan writes:

Good day Mr. Tom. I really appreciate the service you are providing. I’ve got a business studies assignment to create 20 reasons why people work. Could you please help me out with some reasons?

In response to Hassan’s request, think about why it is important for people to work. Hint: It’s not for the money. Please post your comments and we will debrief tomorrow.

To view comments as they are posted, please visit the site www.managementblog.org.

Essence of Accountability

Leave a reply

The past couple of weeks, we have been looking at teams and accountability, some great comments.

Don writes:

Team responsibility is a nonsensical theory developed by academics that have never functioned in the work place. No one is ever responsible for the ultimate outcome of the group or the damage done to the company. Every major crash in American business can be tracked to every level of management claiming they were never informed of a problem by their “team”. Group rule equals wasted time in the form of unproductive meetings, unrealistic goal setting and the pushing of responsibility to the lowest level. If American businesses doesn’t wake up, this team business format will be called the predecessor to economic depression.

Colleen writes:

I work for an internet marketing company with team members all around the U.S. We’ve never even met in person, know very little about each other, but somehow we accomplish a lot together. I guess it’s about the quarterbacking, huh. Just a matter of doing the task you’re assigned and letting the quarterback do the coordinating.

The essence of accountability. The manager is to be held accountable for the performance of the team. This simple concept is a game changer. -TF