Discipline makes Daring possible.

Succession

Succession

“My demonic drive to overcome or destroy any barrier certainly helped Riverford up to a point. But since we became employee owned, I’ve come to appreciate that dispersed power & consultation lead to better, safer, less impulsive decisions, & they don’t have to come at the price of bravery & responsiveness. Watching governance develop at Riverford makes me realise we need to give those with emotional balance, who shout less & don’t need power to bolster their fragile egos, a route to leadership & influence.” Guy Singh-Watson.

As the entrepreneur, the original Boss, you are the pebble that got the ripples going, the source of the vision that made the business take off.  But as we know, that doesn’t necessarily make you the best person to take it further.

At least, not on your own.

But for a founder, it can be incredibly scary to cede control, to hand over responsibility for that precious customer experience to someone else.

The answer is to take the ‘governance’ – the way your vision drives what the business does, and how it does it – out of one head (or a few), and build it into the business itself.

So it can be a firm foundation for leadership and influence; a springboard for bravery and responsiveness, accessible to everyone.

A bit of Discipline from you, the original Boss, makes Daring possible.   Everyone can become a Boss.

There’s no better way to ensure that your legacy will ripple on.

Ask me how.

 

Humanity

Humanity

Today’s recommendation is to read ‘Humanocracy‘ by Gary Hamel and Michele Zanini; to follow them on LinkedIn, and to subscribe to their YouTube channel, ‘The New Human Movement

 

Yes, they are talking about big organisations.

They are also in many cases old organisations, who have lasted this long often at the top of their industry.

They are also in many cases big, old organisations who have managed to survive by changing how they run themselves.

 

What they all have in common is that they view the business as a great big collaboration of talented people, rather than a machine.

 

How big could your business get if you looked at it this way?  How long could it last?

 

You have an enormous advantage over these organisations – you haven’t gone corporate yet, so you don’t have to undo that first.

 

Take it.

 

“This is what is possible when you treat human beings like they are actually human beings”. John Ferriola.

 

Discipline makes Daring possible.

Ask me how.

There is no such thing as Admin

There is no such thing as Admin

If I ruled the world, there would be no such thing as admin.

 

No doing the job, and then recording that you’ve done the job.

No doing the job, then trying to remember how long it took you.

No working out how far you are through doing a job.

No going looking for the things I need to do the job.  They would simply appear when I need them as a result of another job, done by me or someone else.

No raising invoices for a job done, days or even weeks after it was done. Getting paid is an intrinsic part of doing the job.  It can also take place in parallel.

No starting a job without finishing it.  Or at least leaving it in a clearly defined and safe state.

 

There would be reporting.  It just wouldn’t be me doing it.   Doing the job would produce this information as a side-effect.  No need to create extra ‘work about work’ to do that.

There would be feedback too.  From the system to me, that tells me where I am and how I’m doing.   From other humans to me and from me to other humans about how we could make doing the job easier, faster, cheaper, more effective – for the benefit of the people we serve.

 

Let software do all the admin.  Leave the difficult, unpredictable, interesting bits of doing the job to me please.   I’m better at them than any machine.

 

My world is not so hard to achieve.  It’s possible right now.

 

All you have to do is think differently about what a job is.

Ask me how.

 

Discipline makes Daring possible.

Harmony

Harmony

Harmony isn’t only everyone singing or playing the same tune at the same time, powerful as that kind of harmony is.

Harmony can also be an active fitting together of differences so that together they sound more than the sum of the parts.

The first kind of harmony is easy to take part in.  Just sing or play along wth everyone else.

The second takes more effort, to hear what’s going on around you, keep time and co-ordinate your own music making accordingly.  An active fitting together of differences to create a much richer sound experience.

You can teach people to make the first kind of harmony just by getting them to practice.

For the second, you need a score.

Which means you have to become a composer, not an instructor.

 

Discipline makes Daring possible

Ask me how.

 

HT to Bettany Hughes for prompting this one.

There’s something about Muri

There’s something about Muri

In Lean, ‘wasted effort’ is categorised 3 ways:

  • ‘Muda’ – effort that does not add value for the customer.
  • ‘Mura’ – wasted effort due to variation.
  • ‘Muri’ – wasted effort due to overburdening or stressing people, equipment or systems.

Muda is the most talked about form of waste, sub-categorised into 7 further types:

  • Transport – excess movement of product.
  • Inventory – stocks of goods and raw materials.
  • Motion – excess movement of machines or people.
  • Waiting.
  • Overproduction.
  • Over-processing.
  • Defects.

Mura is often a result of Muda, and the solution to many of these issues is to standardise processes and relocate resources so they are available ‘just in time’ when and where they are needed.

The problem with this of course, is that whether an activity is Muda depends on where you draw the line around the system.  Biomass boilers are eco-efficient, as long as you don’t count the lorries trucking pellets around a country – a clear case of Transport Muda when you look at the bigger system.

What I want to think about today though, is Muri.  Wasted effort due to overburdening or stressing the people, equipment or system.

There’s something about Muri that makes it the Cinderella of Lean.

It isn’t glamourous, fixing it doesn’t attract the kind of kudos Muda does.  Perhaps it’s just harder to measure.

Whatever the reason it gets left to pick up all the dirty work.

Muri is often caused by too much attention to Muda.  Redundancies are stripped out the system, leaving no room for slack.  Everything is expected to run at 100% capacity all of the time.  People are expected to do more with less, both at work and at home.

The result?

Look around you and what I think you’ll see everywhere a massive case of Muri.  People and systems – including our planetary system – stressed and overburdened to breaking point.

As a small business owner, you can’t fix it all.  But you can fix it in your business.

What if you let people work a 4-day week? or a 13-day fortnight? Or take a 2 hour lunch break?

What if you put together a flexible plan of working hours for the year that accounted for busy times and quiet times?

What if you set the example yourself by working only your official hours, having your weekend and taking a couple of weeks off every now and then?

You could do all of this, even in a service business, by paying a little attention to Muda and Muri (but not too much):

Start by writing down your Customer Experience Score , so that everyone can play it consistently.

  • Automate the parts that are drudgery for humans.
  • Leave room for variations that will delight the customer.
  • Then give people the responsibility and autonomy to get on with it, at a sensible level of capacity.

You’ll all work less hard for greater rewards.

Discipline makes Daring possible.

Ask me how.

The future belongs to tadpoles

The future belongs to tadpoles

What if people didn’t have to work for a living?   How would you attract people to work in your small business?

Pay would be the obvious first thought, but when people don’t have to worry about survival, money isn’t the motivator we think it is.  Not on its own.

So what would motivate someone to work with you?

Probably, good work, that enriches:

  • The ecosystem of the organization in which the profit is produced
  • The ecosystem of the community of which that organization is a part
  • The greater ecology of the planet

And also enriches:

  • Their inner ecosystem
  • The client’s inner ecosystem

By enabling each person to achieve more of what we all really want:

  • Agency – to make our own ‘me-shaped’ dent in the universe.
  • Mastery – to learn and master (even teach) new skills.
  • Autonomy – to be free to choose how we make our dent.
  • Purpose – to do this for something bigger than ourselves, that has meaning beyond the sale.
  • Community – to do all this with ‘people like us’.
    • Status – to know (and for others to know) where we stand in our communities.

 

Businesses that do all this don’t look like Amazon, Google or Coca-Cola.   They look more like Nucor, or Michelin, or Haier, or Buurtzorg.

But these are the big players, the mighty toads in the big business pond.

What if you’re just a tadpole?

That’s excellent news, because you can jump into this future right now, as a Disappearing Boss.

You might even make this future happen sooner.

 

Discipline makes Daring possible.

 

Coming soon, The Disappearing Bosses Club.

Flexibility

Flexibility

What if something you thought was rigid, needn’t be at all?

One of the many gems I picked up from the latest episode of The New Human Movement podcast, in which Gary Hamel and Michele Zanini interview John Ferriola, former CEO of Nucor, was this.

Since the firm started in the ’60s, they have never laid anyone off.

They have worked short hours. At least once, they have worked almost no hours making ‘quality steel, safely produced‘, which is literally what they are paid for.  When that happened in 2009, they worked in the communities around their plants  instead, because they were having an equally tough time.

So even though people didn’t earn as much pay, they remained employed.   This meant they kept their employment benefits such as health insurance, pension rights, holiday entitlements and length of tenure.

The result is of course, massive loyalty to the firm (which everyone part-owns), and zero resistance to changes that will make it more profitable (also because they get a share of unit and group-wide profits too).

Nucor’s work is seasonal anyway, so they already had this arrangement in place, it just happens to make it easier to adapt to downturns and be ahead of upturns.

Any old how, this reminded me of a ridiculously simple approach to seasonality of work, that seems to be commonplace in Europe, but not here.

In essence, you separate the way work is paid for from when it is delivered.

Here’s how:

Every year, a seasonal business works out how many hours it expects to be producing whatever it produces.

It works out what capacity it needs to have in place for the seasonal rush.

It employs that number of people.

The number of hours worked over the whole year per person is total hours/number of people.

An individual’s monthly salary works out as (total hours/number of people)/12.

Next the business agrees with each person individually how they are going to work those hours to fit with the seasonality of the business.  When they will have holidays, when they don’t need to come in at all, and when they will be working extra-long shifts.

That’s it.

The result is that the business has a predictable salary cost over the year and the right number of people actually working in it at any one time, without having to constantly drop and recruit new people.

The people have a regular monthly income they can use to plan, and space in their annual schedule to do other things – holiday, study, work another job, start a side-hustle in a meaningful way.

Both have room to be flexible if actual circumstances don’t turn out as predicted.

I came across this idea for a factory, but the product doesn’t have to be physical, it could be a service, like hotel stays, design projects, coaching hours, or haircuts.

I wonder why it has never caught on here?

Still, you could give it a try while you’re small and see what it does for you.

All you have to do is imagine that something you thought was rigid could be flexible instead, and make that flexibility work for both sides.

Discipline makes Daring possible.

A tool for thinking

A tool for thinking

Writing your Customer Experience Score makes you think:

About how you really want your business to work.  How it can best make and keep its Promise to clients.

About why you started it in the first place.  What it is here to do.  How it will help you leave your mark.

As you write, you use your Score to communicate your thinking to your team.

 

Also to help them think:

About how they really want to work.  How they can best make and keep their Promise to themselves.

Why they joined your business in the first place, what it is here to do.  How it will help them leave their mark.

How they can help you make your business work even better at making and keeping its Promise to clients.

 

Before long, it isn’t your business.

 

It’s our business, designed by you, refined by us.

 

You’re one Boss among many.

 

So when it’s time for you to leave.

It will be safe in our hands.

 

Discipline makes Daring possible.

Everyday genius

Everyday genius

You might like this excellent podcast series from Gary Hamel and Michele Zanini, authors of ‘Humanocracy’.

In ‘The New Human Movement‘  they tell fascinating stories of how huge companies have been able to re-invent themselves simply by giving everyone who works for them a bit more of what they really want:

  • Agency – to make their own ‘me-shaped’ dent in the universe.
  • Mastery – to learn and master (even teach) new skills.
  • Autonomy – to be free to choose how they make their dent.
  • Purpose – to do this for something bigger than themselves, that has meaning beyond the sale.
  • Community – to do all this with ‘people like us’.
    • Status – to know (and for others to know) where we stand in our communities.

 

Thereby unleashing the ‘everyday genius’ of everyone, instead of relying on that of a chosen few.

Imagine the impact you could have if you started from here in the first place?

Options and Procedures

Options and Procedures

I must apologise to regular readers.   I’m about to mention, yet again, one of my favourite business books.

The brilliant “Words That Change Minds”, by Shelle Rose Charvet is both a guide to the different ‘working styles’ people bring to a given context (in this case work), and a guide for using what you learn about these to communicate appropriately.

Some of the dozen dimensions she explores are familiar, such as whether people are motivated ‘towards’ a goal, or ‘away from’ a situation, but others are a bit more unusual, such as how much people are motivated by change, and what kind of change they enjoy; or how people get convinced.

Another interesting dimension is how motivated people are by having a procedure to follow (Procedures) vs making up their own way of doing things (Options).

At the extremes, both styles are difficult – an extreme ‘Procedures’ person needs something they can follow like white lines on a road, and will be completely thrown by missing steps or exceptions.  An extreme ‘Options’ person will get nothing achieved, because they are forever reinventing the wheel before they use it.

As you might expect, entrepreneurs are, almost by definition, towards the ‘Options’ end of the scale.  After all they’ve identified a better way of doing things, and experimented with that untill they’ve turned it into a successful business.

What they may not realise is that the people they employ aren’t necessarily the same.  Which can lead to frustrations on both sides:

“Why don’t you just do it?”,  “Why am I the only one that thinks of these things?”,  “Why am I re-doing everyone else’s job?”

“Because you’ve never told me what it is you trying to do.”, “Because you never told me how it should be done.”, “Whatever I do, you’ll change it, so why should I bother?”.

Fortunately, most of us fall somewhere in the middle of these extremes, so it’s possible to accommodate everyone’s individual working style without having to delve too far into what they are (although I do recommend using this book to create a ‘brief’ for a role, and recruiting for the critical dimensions).

Here’s how you do that:

  • Create a high-level map of how your business makes and keeps its Promise to the people it serves.   A Customer Experience Score, that tells people what has to happen when, but leaves the details of how to do it to them.
  • Document important detailed techniques separately, in a kind of ‘Enquire Within upon Everything’, so it’s available anyone who needs it, either as a day-to-day guide, or an occasional memory-refresher.
  • Where it’s really useful, signpost relevant techniques from the Score.

For example:

Part of a Customer Experience Score for 'Visit Puppy'Copyright DogKnows Ltd.

Part of a Customer Experience Score for 'Visit Puppy' Copyright DogKnows Ltd.

Images copyright DogKnows Ltd.

With a score like this, people know the outcome they are aiming for, and can be given full responsibility and autonomy to achieve it (or over-achieve it), in their own unique style.  Or to simply follow the process, if that’s how they roll.

Discipline makes work more enjoyable for everyone.  Including you.

Which is what makes Daring possible.

Ask me how.