• What is a ‘Work‐Climate’ and why is it important for the business?• Creating Choice, Freedom and the Power to do.• Trust only comes after you have done the hard work of becoming
trustworthy.• Moving from ‘Direct‐and‐Control’ to ‘Listen‐and‐Adapt’• Engaging, Learning, Leading and Improving.• Pretence, Reality and Cost.• Leadership at all Levels.• Asking the right questions.• Are methods more important than the underlying theory?
Pretence, reality and cost: but what’s the benefit?
Pretence Reality Cost
What we say its like What it is really like What it costs us to pretend
Caring for people.Giving people opportunities.We are coping, everything is OK.We are doing a good job.We work as a team.We listen to people.
Working to the numbers.Ticking the boxes.Manipulating the numbers.Back‐stabbing.Lying.Covering up.No trust.Blaming.Cheating.Play the game.
Low self‐esteemFutility.No fulfilment.Withdrawing.No fun.Loss of honestyLoss of integrity.Loss of repeat business.Customer dissatisfaction.Little or no innovation.Cynicism.Missed opportunities.Fear of being found out.
With acknowledgement to Landmark Education and the Landmark Forum
You raised the problem so you should fix it.Look! If I were you I would do this.So what are you going to commit to?In my opinion…Why did you do that?Don't involve other departments.Leave that to me I will go and find out for you.I would advise you to….Have you escalated this?Why can’t you tell me?My experience tells me….What does your experience tell you?What is your gut feeling?Who’s fault is it?You had better get that sorted.
Questions for grasping the situation and exploring the current conditions
Why are we talking about this?What is the purpose?Why is it a problem? When did this problem occur?How long has this been going on?What did you observe?What did you make it mean?What else could it mean?What assumptions are you making?What evidence do you have?What evidence do you need? How can you find out?What outcomes are you seeking?Where would you need to go?Whom would you need to talk to?How is it affecting you?How is it affecting the customer?Who else is this affecting?How does this make you feel?
Service Climate and Customer Intelligence Workers by Parry and Fisher. Managing to Learn by John Shook (A3 thinking Book)
Adaptive Enterprise by Stephan HaeckelFourth Generation Management by Brian Joiner.
Landmark Education and the Landmark Forum www.landmarkworldwide.comThe Human Side of Enterprise by Douglas McGregor
Lean Solutions by James P. Womack and Daniel T. JonesMaslow on Management by Abraham H. Maslow
Principles of Mass and Flow Production by Frank G. WoollardSystems Thinking: Managing Chaos and Complexity: A Platform for Designing Business Architecture by Jamshid Gharajedaghi
Service Quality by Benjamin Schneider and Susan S. White
For more on the topic of @LeanVoices' #ale14 keynote, here's the talk he referred to http://vimeo.com/98731491
Sense and Respond: The Journey to Customer Purposeby Stephen Parry, Susan Barlow, and Mike Faulkner
Stephen Parry is an international leader and strategist on the design and creation of adaptive enterprises. He has a world‐class reputation for passionate leadership and organisational transformation by changing the way employees, managers and leaders think about their business and their customers.
He is the author of Sense and Respond: The Journey to Customer Purpose, a highly regarded book written as a follow‐up to his award‐winning organisational transformations. His change work was recognised when he received Best Customer Service Strategy at the National Business Awards. The judges declared his strategy had created organisational transformations which demonstrated an entire cultural change around the needs of customers and could, as a result, demonstrate significant business growth, innovation and success.
Stephen believes that organisations must be designed around the needs of customers through the application of employee creativity, innovation and willing contribution. This was recognised when his approach received awards from the European Service Industry for the Best People Development Programme and a personal award for Innovation and Creativity. Stephen has since become a judge at the National Business Awards and the National Customer Experience Awards. He is also a Fellow at the Lean Systems Society.
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