Toyota Kata and Culture Change

I am still digesting my experience at the Toyota Kata Summit (KataCon) and the TWI Summit but I wanted to reflect on one of the emerging themes, and some of the reactions.

One of the themes that emerged at both conferences – and to be clear, something I had a hand in influencing as well – was mechanisms for altering the culture of the organization. In other words, what we brand as “change.”

This is what I would call an “advanced topic”

What is Culture?

Books have been written about “organizational culture” and trying to create models that define “it” in some way. In the end, I think they all come down to various ways of saying “how people talk to each other.” This includes who talks to whom, and what structures and rules guide those conversations.

When we study “culture” we are looking at the groups’ default patterns of interaction. If we want to change those patterns, we have to alter people’s habitual behaviors. As I said in my KataCon keynote, This. Is. Hard. It is even harder when you are talking about group behavior vs. simply individuals.

Making Toyota Kata Work is Changing Culture

The point of using Toyota Kata is to practice and learn a scientific mindset. Getting an improvement storyboard set up that is focused on a challenge, and going through the Starter Kata of Grasping the Current Condition; Establishing the Next Target Condition; Identifying Obstacles; and Running Experiments Against Obstacles is a technically straight forward.

It is easier with an experienced coach to help you through it, but can be learned on your own if you are willing to be self-critical and persevere through things not working as well as you thought they would.

But beyond the scientific thinking pattern, we are also working to change the default behavior pattern toward one of working in Coach / Learner pairs on an ongoing daily basis. This is not the default mode of most organizations. (If it were, then Toyota Kata would be redundant.)

This means (to me) that, while actually practicing the Starter Kata is very important, getting people to do so in the first place often requires leading past the technical aspects. It requires altering the way people interact and work together.

Whose Work Is It?

Of course this is ultimately the work of line leadership, represented by the “advance group” or “steering team” or “shepherding group” or whatever you call them. Sometimes those people, too, have to learn a new way to lead and manage.

Leadership

The Kansas Leadership Center, whose programs are based on the “Adaptive Leadership” model from Harvard, defines Leadership as:

“The activity of mobilizing people to do difficult work.”

They further assert (and I agree) that leadership is an activity, not a position.

I am bringing these things up because if we want an organization to begin practicing ways to engage one another differently, it is common to run into resistance. In other words, we must mobilize people to do the difficult work of changing their default thinking and routines of interaction.

In doing so, we will surface clashes of hidden values, senses of loss, anxiety and fear: Things which cause people to find reasons to opt out of participating.

Sometimes it isn’t as simple as saying “Just follow the Starter Kata.”

How to Deploy Toyota Kata

Actually the message of “adaptive leadership” has been present since at least the first KataCon back in 2015. One of the mantras that emerged that year was “Kata your Kata” – in other words, there isn’t a clear-cut path that works every time. You have to learn your way into it as an organization, as a leader.

The difficult part is that this requires going in deeper than the Starter Kata, and applying the underlying pattern of Challenge; Current Condition; Target Condition; Experiments against Obstacles.

The pattern is the same, but this isn’t about cycle time variation, it is about influencing (mobilizing) people, reaching agreements, encouraging them to “just try it” – in a process of discovering what works in that case, with those people, then doing it again.

A New Way of Working vs. Business as Usual

So… if we are going to get Toyota Kata out of the classroom, and past the first challenge or target condition into a sustaining, habitual process, we’ll have to address cultural issues.

The skill set for this is different than a technical process change skill set. We’ll have to learn our way through the grey zone for this part as well.

I’d love to see your thoughts and comments.

The Key to Leadership is Consistency

In this video clip, author and speaker Simon Sinek articulately explains why the things that matter most aren’t measurable, nor can they be created over the short term. Watch the video, then I’d like to extend his thought process into continuous improvement.

The idea of doing the little things consistently over time is a powerful one that we often overlook in our hurry to show a spectacular result this week. We don’t get results from the big action we are taking today. We get results when business-as-usual is getting the little things right the vast majority of the time.

Let’s extend his line of reasoning down a level.

“At what point could we say we were living continuous improvement every day?” How can you measure that? Just like his analogies in the video, there isn’t an answer to that question. You can’t measure it. The idea of putting “culture change” on a project plan makes no more sense than a project plan for “falling in love.” You start to do the right things, and keep doing them, and at some point you realize the conversations are between the right people about the right things.

Decisions Cause Results

The results we are getting today – the success of our organization against any metric you choose; the organizational climate and culture; the initiative people collectively show; the quality of our own life results – are the cumulative outcomes of the decisions we have consistently made.

If we want different outcomes, then we have to work to change what we consistently do. This will take time. Sinek points out that there is space for exceptions, making mistakes here as long as we recognize them, recover, reflect, and continue to make the effort.

A Little Every Day

If this is a change in your default behavior, then this effort requires deliberately and explicitly comparing the conversations, actions and decisions that are actually happening with a baseline for comparison. “On a scale of 1-10, did I make my very best effort to be consistent with these values today?”* Ask that question every single day, and write down the number. Oh – can you articulate the values you are working to adopt? Maybe write those down in language that lets you use them as a test comparison.

Some Questions to Ask

Is what I am about to do or say more likely to:

  • Encourage, or discourage, this person from sharing the truth (especially bad news)?
  • Add, or subtract, fear from the environment or the next conversation?
  • Encourage, or discourage, the sharing of ideas?
  • Encourage, or discourage, a test or challenge of my assumptions?
  • Encourage, or discourage, horizontal coordination across functional boundaries?
  • Have this person look forward to our next conversation?

Fill in your own questions here, but you get the idea – get explicit, and ask Yes or No questions about the expected impact of the actions you are about to take. Use the same questions to reflect on the actions and conversations you had today.

Key to Change: Practice, With Correction

To change the outcomes we are getting we will have to practice new ways of interacting with those around us (and new ways of interacting with our own inner-voice – but that gets into psychotherapy). It does no good to berate ourselves when we make mistakes. That just induces stress and fear. “Avoiding mistakes” is the surest way to try nothing and to learn nothing.

Though the word “coach” is overused to the point of being a meaningless cliche today (much like the word “lean”), having someone to ask the hard reflection questions is much more helpful than trying to do this as an inner conversation in your own head. Unfortunately a lot of work places don’t provide this kind of support and encouragement. If that describes yours, then I’d encourage you to enlist a friend or confidant, or hire someone who isn’t embroiled in your “stuff” every day. That makes them more likely to challenge your excuses and the Basic Story you tell yourself to justify what you do.

Authority vs Leadership

Having formal authority certainly helps get stuff done, but it is not the same as leadership. Nor is formal authority required to exhibit leadership. Many of you (my readers) are expected to exert influence without having formal authority. And I fully understand the frustration that can come with this – been there, done that.

What works? I don’t know. Nobody knows. There isn’t a formula or recipe for effective influence. Rather there is working consistently in ways that build cross-linked networks of trust and mutual accountability between people at the working levels you can reach.

Getting there requires “grasping the current condition” of the organization’s dynamics, developing an interpretative story (or multiple stories), then running deliberate experiments as you seek to learn what works to influence those dynamics. This is what Ron Heifetz and Martin Minsky call “Adaptive Leadership.” The Toyota Kata model adapts very easily into theirs, by the way.

And my self-plug: If you want to go into a little more depth on this topic, come to the Toyota Kata Summit (aka KataCon) in Savannah in February (2019) and attend the “Experiential Workshop” that Craig and I are putting on. Be part of our experiment as we explore together mechanisms that we can practice to apply these concepts in real life.


*The “did I make my very best effort…” questioning is from “Triggers” by Marshal Goldsmith and Mike Reiter.

Lessons from Driving a Forklift

The spring and summer of 2000 were a long time ago, but I learned some lessons during those months that have stayed with me. In fact, the learning from that experience is still happening as I continue to connect it to things I see today.

I was a member of a team working hard to stand up a new production line of a new product. The rate pressures were very high, the production, production control, and quality processes were immature.

At a high level, the parts flow was supposed to work like this:

Steel parts are fabricated and welded, based on the production schedule for various configurations.

Unit sets of parts were sent to outside paint. (We didn’t have our own paint system yet.) In reality, unit sets would be broken up as some parts went to sister plants, others went to outside vendors, each with their own lead times and flow times.

Parts return from outside paint. Because of the different vendors and lead times, different parts arrive on different days.

On assembly day, kits are built for the parts required at each entry point on the assembly line. Those kits are delivered based on a pull. The assembly line had a number of entry points and feeders, so for each takt time cycle, though only one “unit’s worth” of parts were actually delivered, those parts were for different units, as feeders had different lead times into the main line.

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The innocuous challenge was to develop the kitting process (in red) that broke down the parts into  kits and got them delivered to the line.

I got pulled in on Thursday of a “kaizen event” that was supposed to develop this process. What had actually happened, though, was analysis paralysis, a lot of theoretical discussions, a lot of drawings on a white board, but nothing had actually been tested or tried. My assignment was simple: Organize this and get it going on Monday.

I had four people working for me, though they were not officially direct reports. They were an eclectic mix of personalities and styles.

A few things became apparent very quickly:

The process of scheduling which parts needed to be fabricated and welded to be sent through painting on any particular day was broken. Result: What was needed wasn’t necessarily what got sent to paint.

The processes of keeping parts organized during the various outside paint operations was broken. Result: Unit sets got mixed together, parts went missing.

As a result this is what my days looked like:

I came in before a hint of dawn at 4:45am to prepare for the assembly line starting at 5:40. I would go out into the parts yard with the day’s production schedule and a flashlight. My goal was to answer a simple question:

What units on this list can I build with the parts that are here?

I would re-sequence the production schedule to front-load the units that looked like we had everything we needed. (This caused all kinds of problems with serial number sequences and engineering change control, but that is a different story.)

We would start pulling in those parts, and breaking them down into the kits. We set up FIFO lanes for each entry point on the assembly line, and worked as fast as we could to build up about a three hour backlog. Why? Because it took about three hours to expedite a missing part through paint. Once we had that queue built up, as we discovered shortages (or parts painted the wrong color!), we had a chance to get the situation corrected and have a shot at not creating a shortage on the line.

We were working 10 hour shifts, I was typically there for 12-14 hours. Even though I was a “lean guy” my daily work was orchestrating all of this chaos, expediting and delivering parts, and I spent at least six of those hours every day driving a forklift. I got really good at forktruck operation that summer.

At the end of the day, I might sit and chill for a little while, then would get in my truck, go home, and do it all again tomorrow. One of those days as I went to back out of the parking space, I hit the turn signal to put my stick-shift truck into reverse – because that’s how the forklift controls worked.

What I Learned

I actually continue to learn. But here are a few things that have stood out for me.

Shop Floor Production Supervisor is a really hard job. I wasn’t a supervisor, but I was doing many of the things that we asked supervisors to do. Making my people take their breaks. Slow down on the pallet jack. Listening to a frustrated guy who was ready to quit – understanding his paradigm, and helping him re-frame his experience. Constant radio calls to places in whatever building I wasn’t in at the time. Operating within a system that functions only with continuous intervention.

I totally knew how to set up a workable, stable process. I knew how to get all of these processes linked together to pull everything through. I knew how to build in effective quality checks.

What I was able to do was spend a few minutes at the end of my day, or during my lunch breaks (instead of eating) trying to implement some kind of simple visual control that mitigated against repeating a mistake we had just made. We attached a tag with a production sequence number (000 through 999, repeating) to each kit. That let us, and the people on the line, see if we had delivered something out of sequence.

Then, after I had delivered a yellow painted kit to go onto an otherwise blue painted unit (oops) we made a board with the production sequence numbers and the associated colors for the major components.

Then… after I had delivered (note the theme here) the wrong size of a major component to the line, we added that information to the board AND tagged those components so we could quickly distinguish one from the other.

But I was never able to address the upstream issues that were delivering short kits to us in the first place. All I could do was add steps, add time, add inventory to protect myself from those things and do my best to fix it before the main line got stopped.

We had a saying in the Army: “When you are up to your a$$ in alligators, it is hard to work on finding the best way to drain the swamp.”

Thus:

It is unreasonable to expect systems improvements when everyone is scrambling to make the system function at all. It isn’t that they don’t want to make improvements. It isn’t that they don’t know what to do. It is that there is barely time to breathe before the next problem needs to be stamped down.

And finally: A five person job requires five people. I had four people working for me. That wasn’t enough. Guess who had to fill in the rest of it? I tried my best to handle the problems so they could get into some kind of cadence on the stuff that wasn’t a problem. But (Routine+Problems) = (or greater than) 5 people in this case, and it took all of us just to navigate the rapids without dumping everyone out of the boat. If everything was running smoothly, it was probably a three person job. If we could have set up a sequenced pull from assembly all the way back through weld, it would have been a two or even one person job.

Reflection

That forklift key is still on the keyring in my pocket as a reminder of that time. What follows are some of the bigger-picture things that come to mind as I continue to construct, tear down and reconstruct my own thinking.

Attribution Error

There is a strong tendency among us humans to attribute our own failures to a poor environment, but to attribute other’s failings to individual character or capability. Yet in many cases, simply changing the venue or circumstances can allow a previously low-performer to blossom. We see this (and the opposite) all of the time in professional athletics.

Making this error is easy when we are talking about “they.”  If only they… Why don’t they… They don’t get it… “They” are people who are likely doing the very best they can within the context of the system they are in. And, as I pointed out above, changing the system from the inside is hard.

Actually that isn’t quite accurate. Changing the system is hard work.

The Pace of Change

The organization I was describing above was experiencing circumstances at the time that outpaced their ability to experiment, reflect, and adapt. Every organization has a rate at which they are able to change.

Just to make things more complicated, it is possible to learn what must be done much faster than those things can be put into place. This frustrates a lot of change agents. They see the technical changes that must take place, but often struggle against cultural barriers and obstacles. These things take much longer, and it is pretty much impossible to put them on a fixed timeline or project plan. Thus, we frame them as “resistance to change.” We know what must be done, but “they” don’t do it.

Organizations Under Stress

When an organization is under stress, there is fear of complete breakdown. People become very conservative and avoid the uncertain and unfamiliar. If they become overwhelmed just trying to get their task done, they are going to shut out any information that isn’t relevant right now. Horizontal communications break down, and the feeling of isolation increases.

At this point, all coordination has to funnel upward and then downward through the vertical linkages, as cross-functional coordination largely isn’t happening.

Now the higher leader gets overwhelmed, feeling she has to micro-manage every detail- because she does. “Why don’t they talk to each other?” Well, the structures for that were probably very informal, and now have broken down.

This Isn’t About “Them”

As I mentioned above, it is really easy to attribute the perception of dysfunction to individuals. And as people become isolated within their own task-worlds, avoiding a mistake becomes the dominate motivation. This happens even in organizations with the most benign intentions.

If you are a leader, pay attention to the emotions. If people are snippy, are pushing back on ideas as “just more work” then that saturation point may well have been reached. Pushing harder isn’t going to make things go faster, it is going to slow them down.

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Creating Resistance As You Go (Don’t)

The role of “change agent” is actually a role of leadership.

Leading change is difficult work that involves changes in the norms, routines, working relationships, behavior within and between groups. It is required when a simple technical change either isn’t going to get the job done, or requires the above changes to work at all. Most (if not all!) of the “lean tools”* fall into the later: The process changes are straight forward, but making them work requires altering the habitual patterns of how people work together.

Before I dive into what works, I want to spend a little time on what doesn’t work.

The Bulldozer: Creating Resistance

Bulldozer climbing a mound of dirt.

A team had a challenge – the result they were striving to achieve – of getting a 2-3 week administrative workflow (that sometimes went longer) down to a consistent three days. Their target condition was a pretty good work flow that, by all accounts so far, could avoid a lot of delays (on the order of days and weeks).

The changes they proposed would eliminate a number of transfers from one department to another (which always means another queue). However it also calls for eliminating some long-standing work-arounds that involve filling out forms and passing them along by email. But now they have a new ERP system, and the intent has been that this work is done within that system.

Those forms are in another department’s process, and involve people who haven’t been involved (so far) with the work to date. (There are valid reasons for this, and yes, some of this could have been avoided by involving everyone from the beginning, but that isn’t the point of the story.)

A functional department manager set off a flurry of pushback through a series of emails that essentially said “This is the future” and exhorting people to get on board with the new process vs. defending the old one.

One of the tenants of an effective change agent is “Don’t work uphill” with the corollary of “Don’t create hills in front of you.” I call the opposite of this the bulldozer approach. Unfortunately, like the picture above, just trying to push things through tends to build up a mound of resistance in front of you.

What did we learn?

Rather than trying to engage the new idea as an experiment – “Let’s try this and see what we learn,” the change agent tried to use position power to push the idea through. He took an action, and had an (implied) expected result – that people would see the light and adopt the new process.. The actual result, though, was quite different than what was expected – they doubled down on their resistance.**

A scientific-thinking change agent (a.k.a “a leader”) is going to step back and assess. Why did I get the reaction I did? What triggered it? What are the values of this constituency that are being challenged? Most pushback comes from a perceived threat to something that is regarded as valuable.

Perhaps the current workflow solves a very real problem. Perhaps it is otherwise very useful for something I am not aware of. Or maybe there is some emotional stake attached to the status quo. There is likely a combination of all three, or other factors I haven’t mentioned.

When proposing a new idea there is an opportunity to become curious about what previously hidden (to us at least) obstacles have just been uncovered, step back and work on the next one.

Leadership is a series of experiments. Not everything will work. But everything is an opportunity for learning and adjusting or adapting the next step appropriately.

People who expect their position-power to carry them through often tend to assign blame to individuals as “resisting the change.” But if we carry a different assumption – that everyone is doing the best they can to do the best job they can – then we can reframe and possibly reinterpret the reaction we are getting.

What other interpretations could we assign to this pushback other than “They don’t want to?” How many of those interpretations can we think of?

What is your next step or experiment?

Each of those possible interpretations is a testable assumption. Now I can frame my next action, conversation, or intervention to test one or more of those assumptions. This requires me to go into curiosity mode, because I really don’t know if they are true or not.

Now I have a different conversation because I am seeking first to understand. I can test assumptions without threatening anyone. Listen. Don’t defend. Paraphrase back until you hear “That’s right” signaling agreement that you heard what they were saying. That doesn’t mean you agree, but that you heard. Until someone feels heard they aren’t going to be soaking in what you are trying to tell them, they are going to be setting up the next defense of their position.

There is VERY rarely a need to directly confront someone over a different interpretation of the facts.

Don’t be a bulldozer – it doesn’t work.

———–

*And Six Sigma tools, and Theory of Constraints tools, and TQM Tools, and the tools associated with pretty much any other “program” that falls under the umbrella of continuous improvement.

**Though, Dr. Phil’s coaching would probably be something along the lines of “What did you THINK would happen??” (Semi-apology to my non-US readers who may not have context for this attempt at cultural humor.)

Scientific Thinking vs. The Scientific Method

My recent post, “…but where is the problem solving?” stirred up quite a bit of conversation and traffic. I would like to dig a little deeper into what “good problem solving” actually looks and sounds like – beyond the forms and tools.

Underlying all good problem solving is scientific thinking. With it, I am constantly comparing what I think with what I observe, and looking at differences as evidence that what I think might need revision.

Some years ago, I was driving down a residential street in Rochester, New York, and observed a series of signs in a yard, each with a single number on them.

Huh… what are those? Maybe they are the house number. (Hypothesis) I checked the mailbox across the street, and saw the next number in sequence, the neighbor’s mailbox had the same as had the next number after that. (Devise a test of the hypothesis, run the experiment, gather evidence.) I concluded that, yes, the signs were indeed just the address displayed in a creative way, and continued my drive.

I didn’t run any formal experiments. I didn’t document anything. I didn’t go through “the five questions” – I just thought about what those numbers might be, and tested my thinking. Had the house numbers across the street been totally out of sequence, it would have remained a mystery, as my hypothesis would have failed.

Was I applying the scientific method? Not really. I applied all of those “hypothesis” terms after the fact as I wrote this. But at the time I was curious about something (the first step of science), and applied simple logic to test an assumption I had made. While it might not be “the scientific method,” I would contend this was “scientific thinking.”

Most of the time, that is my habit. When I am uncertain and curious about something, I check it out. I apply the same thinking pattern troubleshooting my computer when it does something surprising (or annoying – are you listening, Microsoft?). None of this rises to the level of formal experimentation, it is just methodical thinking.

More difficult problems require more rigor and structure. But many “problems” just require a pause, a little thought, trying something – followed by making sure it works – and moving on. It is the “making sure it works” part that many people leave out of this process. And it is “making sure it works” that raises a blind fire-and-forget action item into an experiment… assuming that if it doesn’t work, you then dig in to understand why.

Most of these things are quick and need little formal structure. People call them “applying common sense,” and I agree – as long as the experimental mindset is there.

Much like that previous post, some of us continuous improvement people have built specific expectations about what “problem solving” should look like. But, no matter what structure is applied, the underlying pattern of thought remains the same – even for casual troubleshooting.

It is this habitual pattern of thought that Mike Rother’s Toyota Kata is intended to teach through practice. He introduces structure, but any logically and consistently applied structure will work.

Let’s not confuse specific jargon or forms with our underlying intent: Learning to habitually glance across the street at a mailbox if you think those signs might just be the house number.

How Does the Teacher Learn?

In my last post, If the Student Hasn’t Learned…I made the point (again) that sometimes trying too hard to impose a formal structure on a learner can impede their progress.

Since writing that, I have been doing a bit of reflection on my own development as a coach, and I need to give credit where it is due.

As any regular reader knows, I have been an enthusiastic student and practitioner of Mike Rother’s Toyota Kata since I first read the book. I have written extensively about it in this forum. And I have made my own modest contributions to the practice. It has been over this time, and countless cycles of guiding beginning (and intermediate, and expert) learners through The Five Questions that I can hold the structure in my own head while not imposing rigidity onto others.

I will always default to using the formal structure because I think, in the vast majority of cases, it sets a better foundation. And even in those cases where I have to let go of the structure, that is a temporary countermeasure.

Once my learner is comfortable with the meta-patterns, then the structure follows, and makes sense to them. Some people learn that way, and I have to be able to pick that up.

I may have been an OK coach before all of this, I likely overestimated my ability at the time. Today, though, thanks to the Toyota Kata structure, I am becoming more comfortable with… not letting go if it, for I hold it in my own mind, but maybe withholding the framework and letting the learner fill it in more fluidly.

As we are boring down on the 10th Anniversary of Toyota Kata, and the 5th KataCon, we have a great opportunity to look at how the pattern that Toyota Kata teaches reaches far beyond process improvement and problem solving.

I will be speaking on the topic of Developing Leaders for Continuous Improvement on Day 1, and yes, we can use the same meta-patterns. Craig Stritar and I will be taking a much deeper look into the same principles in our Experiential Workshop. If you want to get a hands-on, reflective look at meeting your challenges as a change agent, come join us there.

In reality, the teacher learns by sharing and swapping experiences with others. I am not going to try to list everyone you will, and should, meet at KataCon here because I would surely leave someone’s name off my list by accident. But look at the presenters and speakers. I know most of them and were I not presenting my own workshops and breakouts, I would be hard pressed to decide which ones to attend. You can’t make a mistake here.

 

 

If the student hasn’t learned…

… the teacher hasn’t taught.

Do you regard the structure of problem solving as dogma, or as an experiment with a predicted outcome?

If the learner struggles to master the structure, sometimes it is more valuable to find a different structure than to double down on what clearly isn’t giving the predicted result.

The Problem

Early this year I started work with a new client. They were trying to “implement A3,” and as I began to work with them, especially the new-in-the-position C.I. manager, I found they were struggling with what to write in the blocks of the “form.”

Of course there isn’t an A3 “form.” The A3 takes many configurations as the problem solver sets out to share the narrative with her coach. Nevertheless, beginners tend to find a format online, and work to put the right information in the various blocks.

In this case, my impression was that the blocks were getting in the way. “What should go in here?”  “What goes in the next block?” I didn’t really make a deliberate decision here, but I’ll tell you what I ended up doing:

What I Tried

First I tried the Toyota Kata format. He really liked that approach, but ultimately in this case we ran into the same kind of struggle. “Getting the structure right” seemed to be obscuring the bigger picture of the underlying thinking.

So I tried something more drastic: I let go of the format and the structure. Instead, let’s work on solving problems.

Like all organizations, there was no shortage of problems to practice on. So we just picked one.

Without the form, I had him map out the basic process steps. Then what happens, then what happens. What, exactly, is happening here. “The part is dropping off the conveyor.”

“OK, that’s the outcome, but what, exactly, is the mechanism that causes it to drop?” Describe what is happening. Draw it. Write it down. Show me.

After working to see process steps, we took on some pervasive quality issues.

“How is it even possible to produce this defect?” What are the steps involved to make a defective product? Yes – making defective product is a process, just like making a good product is a process. It is just a different process. What is actually happening here?

There were trials, experiments, measurements all with the goal of learning more, digging deeper, until the mechanism of the failure could be described. “This is what is happening.”

OK – how could that happen? Always forcing the discussion toward what is actually happening vs. what is not happening. If there was more than one possible mechanism to cause the problem, then “Based on the evidence we have, which of those can we rule out, and why?” Look at what’s left as a possible cause.

Of those, what trial can we run to see if we can rule that one out, or keep it in play.

At the end of a few of these, his language started to shift. He started speaking to others differently. He was learning to coach in different ways. He started asking different questions, boring in on the details with the intent of inquiry and dialog vs. “showing what I know.”

Oh – and he cracked a couple of chronic problems.

Then when the Corporate C.I. guy started insisting on “using A3” it was a pretty simple transition – it is just a way to describe what you know, what you do not know, and what steps you are taking to deepen your understanding because…

“The root cause of all problems is ignorance.”

– Steven Spear

What I Learned:

A core prerequisite to continuous improvement is good daily management of problem solving that applies solid scientific thinking to find the answers.

Once that thinking structure is in place, it can be expressed many ways, and A3 is but one of them. It isn’t the only one. As the level of scientific thinking deepens, the more the various tools and structures simply become fluid extensions to make it easier to express.

Sometimes I have found that if I try to force a particular format into place, I can end up having a container without any content.

Now… to be clear, there are many instances where the structure facilitates learning. It is just that in this particular case, the structure got in the way.

Asking whether learning is actually taking place, rather than trying to force a specific structure into place, may well be the difference between trying to teach by rote vs. staying focused on what the student is actually learning.

…but where is the problem solving?

An external auditor was being shown the wide use of improvement storyboards throughout the organization. He was very impressed by the daily experiments, the documentation of what was being learned, and the results being gained.

Then he said “…but they aren’t doing problem solving.”

Huh? It turns out that, to this person, “problem solving” means using very specific “problem solving tools” such as fishbone charts, Pareto diagrams, histograms, etc. Since he didn’t see those specific tools being used, “they aren’t doing problem solving.”

But they are solving lots of problems – and that was clear.

Another C.I. director had the same complaint: If they aren’t documenting things on an A3 in a specific format, then they aren’t solving problems, or at least aren’t solving them effectively.

People have been solving problems experimentally for thousands of years. There have just been other ways to structure and document the process. I don’t think anyone who has a clue about the process they used could say that Wilbur and Orville Wright were “not doing problem solving” yet there is not a fishbone or Pareto chart in sight. Nope, they just meticulously documented their experiments, their predictions their results, and were laser focused on the problem they were trying to solve.

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Saying people “aren’t doing problem solving” while acknowledging that they are solving problems doesn’t make sense to me, but I have heard it a few times.

Instead of trying to force the creative process through a specific template, how about pulling out the template as a helpful tool when it might help get something unstuck. In other words, for the tool itself – Exactly what problem are you trying to solve?

A Period of Reflection and Learning

Some of you have commented in back-channels that I have been pretty quiet for a while – both here as well as in regular correspondence. I’ve been in pretty heavy reflective mode for quite a while. I described it to someone as “I am learning faster than I can write it down right now – by the time I write something, I understand it in a different way and start over.”

A lot of that reflection has been around consolidating what I learned at from Rich Sheridan, James Goebel and all of the other Menlonians that I have the privilege to know now.

That work was punctuated, though not completed, by my keynote at KataCon last February (2018) where I followed Rich Sheridan and described my interpretation of the underlying meta-patterns that exist in pretty much any organization that we would call exceptionally good at what they do.

At the same time, another client (Thank you, Tomas!) introduced me to Ronald Heifetz and Martin Linsky’s body of work under the umbrella of “Adaptive Leadership.” From their model I think I picked out a fundamental failure mode of what we like to call “change initiatives” regardless of what tool set of operational models we are trying to deploy.

To learn more about this, I read (Note – these are Amazon affiliate links. If you choose to buy the book, I get a (very) small kickback at no cost to you.)

The Practice of Adaptive Leadership

Leadership on the Line

Leadership Can Be Taught

Teaching Leadership

Your Leadership Edge

and every paper and article I could find on the topic or about people’s experience. While doing this, I have tried out many of the teaching and coaching processes as well as applying the observation, interpretation and intervention skills in the course of my work. Those of you who participated in the Experiential Workshop that Craig Stritar and I put on at KataCon early this year were seeing the outcomes of this work up to that point.

My latest step was taking a three day seminar Your Leadership Edge from the Kansas Leadership Center in Wichita the 2nd week of August. The KLC’s model and methods are built on the Adaptive Leadership model. My intended outcome was to consolidate some of my understanding by getting the external perspective and participating within their structure.

The number one frustration of “change agents” out there is some form of “How to I get buy-in?” I know I have experienced that myself. It is easy when all of the constituencies and factions within the organization are well aligned on purpose and values. Not so easy when there are conflicts. I think the Adaptive Leadership model gives us an approach we can learn by practicing. It also mirrors the steps of problem solving / continuous improvement that are outlined in Mike Rother’s Toyota Kata. The context for action is different, but the process is the same: Learning what works through experimentation. That is the “adaptive” part of Adaptive Leadership.

This post is just some background around why I am pursuing this line of thought. As always, I write about things like this to force myself to improve my own understanding by having to explain them in the simplest possible terms. I am happy to have any of you along the journey with me, so subscribe or check-in or whatever and let’s see what we can learn.

Mark

Software Rules

“Turn off the radio, Hal.”  “I’m sorry, Mark, I’m afraid I can’t do that.”

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A couple of months ago I got the news that my 1995 Toyota Truck with 280,000 miles on it would require an engine rebuild plus a bunch of other stuff I wanted it to continue to be a reliable daily driver and for trips to Portland, etc.

I’ll relate the reason I didn’t replace it in-kind with a Toyota Tacoma in another post.

So now, skipping over the rest of the story, I am the owner of a new Jeep JL Wrangler.

One of the things that has happened since my 1995 Toyota was built is the introduction of electronics into vehicles. My truck’s OEM radio had an on/off/volume knob and a station tuner, plus some presets. (And the optional cassette deck.)

Now I have a 7” touch screen with all kinds of features.

One of those features is a radio. But search as I might, I couldn’t figure out how to just turn it off. I could mute it after I started the vehicle. But no matter what settings I had, when I next started the vehicle, the radio dutifully came on. As a last resort, I went to the OEM “Help” page:

US Customer Service – Chrysler Brand Site

Brief Description: How do I turn off the radio?

Comments: Every time I start the vehicle, the radio comes on. How do I stop that from happening? I can’t see any setting to prevent this.

VIN: 1CHJXDG3Wxxxxxx

Mileage: 61

This is the response I got:

On Tue, Jul 10, 2018, 12:52 PM customerassist
<customerassist@chrysler.com> wrote:
Dear Mark,
Thank you for contacting the Jeep Customer Assistance Center.

Radio mode is the default when the radio is booted up. Sadly there is no option to adjust what mode the radio will start in when the vehicle is started.  This ensures the radio is in the correct mode to allow for updates each time the vehicle starts.

Thank you again for your email.  Should you require additional
assistance, or have any new information to provide, please reply to this email message or call 1-877-I-AM-JEEP (1-877-426-5337).
Sincerely,
James
Customer Service Representative
Jeep Customer Assistance Center
For any future communications related to this email, please refer to the following information:
REFERENCE NUMBER: 3xxxxxxx
EMAIL CASE NUMBER:  3xxxxxx

Well, that was interesting. To be crystal clear, James is doing a great job. It is obvious he read my original query, and he didn’t just send a cut-and-paste response that is all too common. Still… just to make sure I was understanding this correctly, I responded:

Perhaps I wasn’t clear about what problem I am seeking to solve.

I am looking for how to start the vehicle and not have sound automatically start coming out of the speakers. The system does not remember “mute” for example.

So far the only thing I have found is to tune the radio to an empty frequency.

I am certain there is not an intention to force the customer to hear the radio every time the radio is started.

And get a deeper, more personal, response back:

Dear Mark,
Thank you for contacting the Jeep Customer Assistance Center.

Honestly the radio tuned to dead air is the best solution for this
concern I have as yet heard.  I can confirm that this is in fact the way the radio was designed and it is most likely operating as intended.  The radio will start in radio mode and the volume will be set to mid range to ensure the kids do not leave it cranked up too high for you.

I also feel that they dropped the ball a bit on this one as the radio will default to radio mode even if you were using a connected device when you left the vehicle outside of radio mode.

I have recorded your comments on the file for further review and we thank you for the time and effort it took to bring this information to our attention.

Thank you again for your email.  Should you require additional assistance, or have any new information to provide, please reply to this email message or call 1-877-I-AM-JEEP (1-877-426-5337).
Sincerely,
James

James didn’t write design, spec, or write the software. It is clear from his response that if he did, it wouldn’t include this “feature.” And I think I can interpret his response to strongly hint that this isn’t the first time they have heard about this little issue.

So I am thinking now of the mission of Menlo Innovations and my friends there: “End human suffering in the world as it relates to technology.” Perhaps this doesn’t rise to the level of “human suffering” but – seriously?

Kudos, though to James at Jeep Customer Service for his empathetic response that shows he actually read my email.  So FCA – you got that part right. Now… let’s talk about the user experience with your software. Looking at the Jeep brand’s core values, “Freedom, Adventure, Authenticity and Passion” I’d say you came up a little short on the “Freedom” part – I just want to be free to turn of the radio.   😉

I promised I’d be writing about leadership and coaching at the end of last post. That is coming, I just wanted to get this one out of the “drafts” list first.