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Is Our Organization Two-Faced? The Paradoxes of Getting Things Done

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Page 1: Is our org two faced.final (2)

Is Our Organization Two-Faced?The Paradoxes of Getting Things Done

Page 2: Is our org two faced.final (2)

What the heck is a paradox?

Page 3: Is our org two faced.final (2)

What the heck is a paradox?

A paradox is a seemingly true statement

that leads to a contradiction or a

situation which seems to defy logic or

intuition.

Page 4: Is our org two faced.final (2)

Paradox

A man says he’s lying.

Is his statement true or false?

Page 5: Is our org two faced.final (2)

Paradox: We say we want to improve…

Page 6: Is our org two faced.final (2)

Paradox: We say we want to improve…

Strategy

Page 7: Is our org two faced.final (2)

Paradox: We say we want to improve…

Execution

Strategy

Page 8: Is our org two faced.final (2)

…but we resist the change that’s required.

Page 9: Is our org two faced.final (2)

Today’s takeaways

– Examine 3 paradoxes that hinder performance

– Identify areas of frustration and opportunities for improvement

– Provide 3 sets of leadership actions to improve performance

– Extra offer for Ownership Thinking fans

Page 10: Is our org two faced.final (2)

“Culture eats strategy for breakfast”

ExecutionCulture

Strategy

Page 11: Is our org two faced.final (2)

ExecutionCulture

Strategy

“Culture eats strategy for breakfast”

Page 12: Is our org two faced.final (2)

ExecutionCulture

Strategy RESULTS

We’re perfectly aligned to get the results we’re getting

Page 13: Is our org two faced.final (2)

Paradox #1

Page 14: Is our org two faced.final (2)

Paradox #1

Paradox #1: We do not valuebehaviors we say are valuable

Page 15: Is our org two faced.final (2)

#1 Leadership action

Take a fresh look at our values

1. Are our values in writing?2. Do our values look like everyone else’s or do they

describe our distinctive personality?3. Do our values reflect our real behavior?4. Do our values serve as a filter for decision-

making?

Page 16: Is our org two faced.final (2)

Greatest satisfaction for your team?

Top motivator of performance is “progress.” Harvard Business Review, Feb. 2010

Page 17: Is our org two faced.final (2)

Greatest satisfaction for your team

Top motivator of performance is “progress.” Harvard Business Review

Page 18: Is our org two faced.final (2)

The bottom-line impact of culture

The New York Times, Sept. 4, 2011

One-third of 12,000 entries were “unhappy, unmotivated or both. Gallup estimates the cost of U.S. disengagement at a staggering $300 billion in lost productivity annually.”

Page 19: Is our org two faced.final (2)

Paradox #2

The New York Times, Sept. 4, 2011

One-third of 12,000 entries were “unhappy, unmotivated or both. Gallup estimates the cost of U.S. disengagement at a staggering $300 billion in lost productivity annually.”

Paradox #2: Leaders and staffwant the same thing: Progress.

Page 20: Is our org two faced.final (2)

#2 Leadership action

Ensure that every employee knows…

1. …why we’re here.2. …what’s expected of them.3. …how they’re doing.4. …what’s in it for them.5. …where to go for help.

Page 21: Is our org two faced.final (2)

Who are we?

Page 22: Is our org two faced.final (2)

History & Values

Why people buy from us

Our personality

Our bestcustomer

Our mission

What we do best

How we deliver on promises

Who are we? The Identity Pyramid™

HBR: “The dirty little secret is that most firms cannot articulate their strategy.”

Page 23: Is our org two faced.final (2)

How we deliver on promises

Who are we?

Page 24: Is our org two faced.final (2)

How we deliver on promises

Who are we?

Customers

Page 25: Is our org two faced.final (2)

How we deliver on promises

Who are we?

Customers

SatisfactionLongevityRepeat bizReferrals

Partnership

Page 26: Is our org two faced.final (2)

How we deliver on promises

Who are we?

Customers

SatisfactionLongevityRepeat bizReferrals

Partnership

OUTSIDE

Page 27: Is our org two faced.final (2)

How we deliver on promises

Who are we?

Customers

SatisfactionLongevityRepeat bizReferrals

Partnership

OUTSIDEColleagues

CommitmentRespect

AccountabilityTrust

Partnership

INSIDE

Page 28: Is our org two faced.final (2)

How we deliver on promises

Whatever it takes – The Heroic Event

Customers

SatisfactionLongevityRepeat bizReferrals

Partnership

OUTSIDEColleagues

CommitmentRespect

AccountabilityTrust

Partnership

INSIDE

Page 29: Is our org two faced.final (2)

How we deliver on promises

Whatever it takes – The Heroic Event

Customers

Has this happened?

OUTSIDEColleagues

INSIDE

Page 30: Is our org two faced.final (2)

How we deliver on promises

Whatever it takes – The Heroic Event

Customers

Has this happened?

Our response?

OUTSIDEColleagues

INSIDE

Page 31: Is our org two faced.final (2)

How we deliver on promises

Whatever it takes – The Heroic Event

Customers

Has this happened?

Our response?

The cost?

OUTSIDEColleagues

INSIDE

Page 32: Is our org two faced.final (2)

How we deliver on promises

Whatever it takes – The Heroic Event

Customers

Has this happened?

Our response?

The cost?

Preventable?

OUTSIDEColleagues

INSIDE

Page 33: Is our org two faced.final (2)

How we deliver on promises

“Whatever it takes” kills performance

Customers

Has this happened?

Our response?

The cost?

Preventable?

OUTSIDEColleagues

How often?

Who responds?

Who pays?

Who’s accountable?

INSIDE

Page 34: Is our org two faced.final (2)

How we deliver on promises

Paradox #3

Customers

SatisfactionLongevityReferrals

PartnershipTrust

OUTSIDEColleagues

RespectCommitmentAccountabilityPartnership

Trust

INSIDE

History & Values

Page 35: Is our org two faced.final (2)

How we deliver on promises

Paradox #3

Customers

SatisfactionLongevityReferrals

PartnershipTrust

OUTSIDEColleagues

RespectCommitmentAccountabilityPartnership

Trust

INSIDE

History & Values

Paradox #3: We treat people outside our organization with

greater care than our colleagues.

Page 36: Is our org two faced.final (2)

Accountability’s impact – What’s the cost?

Page 37: Is our org two faced.final (2)

How we deliver on promises

Values = Observed behavior = Culture

Customers

OUTSIDEColleagues

INSIDE

History & Values

Page 38: Is our org two faced.final (2)

How we deliver on promises

Root cause analysis

CustomerSatisfaction

OUTSIDEColleagueCommitment

INSIDE

History & Values

People Process

Page 39: Is our org two faced.final (2)

How we deliver on promises

Problems with Process

CustomerSatisfaction

OUTSIDEColleagueCommitment

INSIDE

History & Values

People Process

1. Work flow2. Training3. Communication

Page 40: Is our org two faced.final (2)

History & Values

How we deliver on promises

CustomerSatisfaction

OUTSIDEColleague

Commitment

People Process

1. Skill2. Will3. Fear

INSIDE

Problems with People

Page 41: Is our org two faced.final (2)

#3 Leadership action

Remove barriers hindering performance

1. When did we last ask “What’s not working?” and then act on it? Are we driving to root causes?

2. Do we ask our people “What do you need to be more effective?” on a regular basis?

3. Does everyone know the difference between a mistake and under-performance?

4. How do we respond to a mistake? What’s it like in our culture to speak truth to power?

5. Does our behavior match our values?

Page 42: Is our org two faced.final (2)

Today’s takeaways

– Examine 3 paradoxes that hinder performance

– Identify areas of frustration and opportunities for improvement

– Provide 3 sets of leadership actions to improve performance

– Extra offer for Ownership Thinking fans

Page 43: Is our org two faced.final (2)

What one change can you make

to create the most significant positive impact on your

organization’s performance

in the next 60 days?

Page 44: Is our org two faced.final (2)

Extra for Ownership Thinking fans

All-day accountability workshop in Dallas Friday, March 30

Exercises, tools + a formula guaranteed to drive accountability Greg Bustin’s newest book, That’s A Great Question Breakfast and lunch provided

Preferred pricing for Ownership Thinking fans

Individual registration $345 – get $40 off Team registration for 4 or more $295/each – get $40 off each person Go to link and type “Ownership Thinking”

 http://accountabilityworkshop.eventbrite.com