Unreasonable hospitality - parte V

Li os trechos que se seguem do livro "Unreasonable hospitality: the remarkable power of giving people more than they expect" de Will Guidara e sorria a recordar estórias que o meu parceiro das conversas oxigenadoras me contou sobre as suas reuniões diárias no chão de fábrica.

"When initiating change, I look for the best lever, whatever will allow me to transmit the most force with the least amount of energy. And there's no better lever than a daily thirty-minute meeting with your team.

...

A daily thirty-minute meeting is where a collection of individuals becomes a team. In fact, I firmly believe that if every dentist's office, insurance company, and moving company had a daily thirty-minute meeting with their team, customer service as we know it would profoundly change.

At EMP, the way we ran our pre-meal meetings set a tone that was at least as important as what we said. Attendance was mandatory. The meetings started on time, at eleven and five, and lasted exactly thirty minutes. For the first year, I ran every single meeting myself, both lunch and dinner, Monday through Friday. I wanted the team to see me, and to know I was accessible and accountable to them, and consistent-that I'd do exactly what I'd said I would do, when I'd said I would do it.

In the restaurant's previous iteration, pre-meal had been exclusively devoted to the items on the plate or in the glass: here is the main ingredient, here's how long it was aged for, here's what it's served with, and this is how you pour the sauce tableside.

This basic transfer of information was vitally important, especially because so much was changing. 

...

Done right, a pre-meal meeting fills the gas tank of the people who work for you right before you ask them to go out and fill the tanks of the people they're serving.

Communicating consistent standards, with lots of repetition, was important; a good manager makes sure everyone knows what they have to do, then makes sure they've done it - that's the black-and-white part of being a leader. But a huge part of leadership is taking the time to tell your team why they're doing what they're doing, and I used pre-meal to get into that why.

I spoke to the spirit of the restaurant and to the culture we were trying to build. I used those meetings to inspire and uplift the team and to remind them what we were striving for. Those thirty minutes were our time to celebrate the wins, even the small ones, a time to publicly acknowledge when someone on the team was crushing it.

Our meetings followed the same template every day, so everyone knew exactly what to expect. We'd start with housekeeping ("Thursday's the last day to make changes to your health insurance; call Angie if you've got questions"). Then I'd move into a quick riff on a topic that had inspired me. It could be an article I'd read about another company or a service experience I'd had somewhere else.

...

In order to become a team, we needed to stop, take a deep breath, and communicate with one another."

Este tipo de reuniões diárias pode ser um poderoso alicerce para PMEs que buscam alinhamento interno, formação contínua e maior consciência colectiva. Implementar um encontro de trinta minutos por dia com a equipa pode transformar um grupo de pessoas numa equipa verdadeiramente coesa e motivada.

Imagine começar cada dia ou turno com uma reunião estruturada, onde não só se passam informações práticas e logísticas, mas também se reafirma o propósito da empresa, se celebram pequenas vitórias e se realça a importância do trabalho de cada membro da equipa. Para as PMEs, este espaço diário é uma oportunidade de reforçar a formação técnica e de manter todos cientes das metas e valores da empresa, criando um sentimento de pertença.

Essas reuniões podem servir como momentos estratégicos para formações rápidas, alertas de actualizações importantes (seja de legislação, produtos ou processos) e para garantir que todos na organização estão alinhados. Além disso, é uma excelente forma de gerar accountability de forma acessível e consistente. Assim, todos sabem o que se espera e têm um fórum aberto para expressar dúvidas ou preocupações.

PMEs que adotam esta prática podem experimentar um salto na eficácia operacional, maior satisfação dos colaboradores e, por consequência, um aumento na satisfação dos clientes. 

Parte IV, Parte III, Parte II e Parte I.

Curiosidade do dia

Isto é tudo acerca do planeta Mongo.

"On election night, when the country tunes in to find out how Rishi Sunak's July 4 gamble has played out, ministers, MPs and pundits coming into the BBC's headquarters will be ushered in past the family show's paraphernalia. The programme's fortunes are a guide to how the institution that will do much to shape those of the parties is changing.

The latest Doctor Who premiere was the BBC's most successful drama that week — with a little over 4mn viewers. For context, when the Conservatives entered office in 2010, the show managed the same thing with 10mn viewers.

The final election debate of 2010, also on the BBC, between Gordon Brown, David Cameron and Nick Clegg, got 8.4mn viewers. The final election debate in 2019, between Boris Johnson and Jeremy Corbyn, scored just 4.4mn.

The audiences for both reflect a deeper truth: that televised set-piece events reach fewer people than ever before. The paradox is that the BBC will matter more, not less — many more voters will see a push notification from the BBC News app, which has 12.6mn users, than will watch the first debate between Rishi Sunak and Keir Starner.

One political consequence of this is a loss of control. The most harmful interview Starmer has given was on LBC, a commercial radio station. The damage was done when footage of the interview travelled widely on Meta's various platforms and on TikTok.

The days in which a political leader could watch the six o'clock and 10 o'clock news, and look at the day's papers, and get a reliable sense of how their campaign or that of their opponent was going have disappeared forever.

...

This new media landscape also means that politicians are always "on".

...

The more important consequence of all this is an inevitable reduction in a shared sense of nationhood and belonging. When Tony Blair won his third and final election victory in 2005, the ITV soap opera Coronation Street got more than 11mn viewers and the majority of people only had access to five television channels.

Whoever wins the next election will do so in a country where Coronation Street, like Doctor Who, pulls in around 4mn viewers and increasingly small numbers of people think in terms of channels - let alone live in a household with access to just five.

The only way to get 14mn viewers these days is for the country to be overcome by a pandemic, for it to win a football tournament or for a monarch to die. There is not much to what passes for our shared national story beyond the royal family, sport, the condition of the roads or the railways, the NHS and the BBC.

So it's not just that the winner of July's election will have to navigate a faster-paced and more complex media environment — it is that they will be governing a country whose tastes and shared points of reference are more fragmented than ever."

Recordo Mais um sintoma de Mongo. 

Trechos retirados de "This election will be the UK's first post-TV vote"

Fatiar objectivos grandes

Trechos que se seguem foram retirados de "The Secret to Accomplishing Big Goals Lies in Breaking Them into Flexible, Bite-Size Chunks"

Isto não é propriamente novidade, uso-o há anos e anos, mas parece que não é muito conhecido:

"Subgoals can make all the difference when ambitious targets seem too daunting

...

At first glance, breaking down a bigger goal into smaller pieces might seem like a superficial "reframing trick." In actuality, it is a versatile goal-setting strategy that you can apply to almost any target—whether it's learning a second language, picking up a new skill at work, starting an exercise regimen or saving for retirement. But how certain are scientists that this trick is effective? Through a large, multimonth field experiment, we were able to confirm the power of this technique-which validates much older research with contemporary scientific standards.

...

Similarly, we believe part of why subgoals motivate people is that these objectives make them focus on committing small bits of time or money to their goal in the near future, which is less daunting than making equivalent but larger and longer-term commitments. Taken together, this recent research suggests that whether goals require taking a single action or "keeping your nose to the grindstone," subgoals may help.

So don't plan to run 365 miles this year; aim for seven miles a week."

E volto a Schaffer - Uma sucessão de pequenos projectos que produzem resultados rapidamente, a Karl Weick - Small Wins e A importância de criar etapas proximais.

Já agora Procrastinação: 

"Eu devo fatiar os objectivos distais em objectivos proximais, em tarefas muito concretas. Para quê? Por que essas são muito mais tangíveis, são muito mais próximas, de modo que eu possa lidar com elas..."

Obrigá-los a falar

Mais um artigo interessante, "3 Questions Sales Teams Should Ask After Losing (or Winning) a Deal":

"When salespeople lose a deal, most prefer to move on rather than linger over the specifics of the loss. Similarly, when they win a deal, most are quick to celebrate. But very few take the time to assess why they won the business.

In our experience leading and coaching sales teams, we see evidence that a brief, well-pointed sales retrospective, where you unpack the reasons behind a win or a loss, can significantly improve a team's future win rate. Beyond the obvious benefits for the sales team - for whom the process can help identify the best messaging and behaviors to use going forward - unpacking wins and losses also provides valuable insights for product, marketing, and finance teams."

Algo que algumas empresas não fazem.

As empresas deviam "torturar os dados" e obrigá-los a falar.

Recordo um caso, recolher os dados de uma tabela e trabalhá-los com os dados de outra tabela, para reparar em 3 pistas:

• por que é que um cliente tem um preço muito mais alto do que a média?
• por que é que um cliente nacional tem um preço inferior ao período homólogo em mais de 10%?
• por que é que a Espanha saltou do limbo para o top 5 de vendas?

Como é que estas análises não se fazem com mais frequência? Recordo de um postal recente:

"too many small company leaders work "in" their businesses, rather than "on" their business"

Foco no processo

Primeiro, este texto de Seth Godin, "An event or a journey?", acerca da diferença entre eventos e jornada (processo):

"The focus and energy we lavish on events can easily distract us from the journeys we care about."

Depois, este outro texto, "Don’t Just Set Goals. Build Systems", acerca da diferença entre ficar obcecado pelos objectivos em vez de apreciar e celebrar a jornada, o processo para os atingir:

"#2 The outcomes first trap

Goals hone in on outcomes…

This doesn’t take into consideration the development required to maintain the outcome. 

...

#2 Systems create life-long change

Unlike goals, systems emphasize process…

Systems treat the cause of a problem, and the symptoms (outcomes) change as a by-product.

...

Systems acknowledge the grey zone between where you want to be and where you want to go.

It’s not just black and white.

You don’t have to wait until you achieve what you want before you can be happy.

You can be happy now…

You can be happy now by falling in love with the sensation of moving toward where you want to be.

...

The secret to building an effective system is incorporating small, consistent wins into your life.

You must have something you can celebrate each day."

Por fim, vou-me convencendo que faltou isto no tempo da troika, e vamos precisar disto para vencer a erosão, o deslaçamento em que o país se vai esvaindo. Estamos tão longe do objectivo que se nos focarmos neles não vamos a lado nenhum, mas se nos focarmos no processo, nas pequenas vitórias diárias, podemos iniciar a caminhada que nos há-de levar a um destino melhor do que o presente. 

Patience Wins

"A rule in negotiations is Patience Wins! Offer small, incremental discounts. Make the purchasing agent work for whatever they get.

...

Here’s another hint. Executives should not negotiate prices. Executives are smart, driven, strategic people. When an executive gets involved in a negotiation, you can guarantee the deal will close. It will close quickly, probably today. They have the authority to make whatever concession is necessary to win the deal. However, most executives are not patient. Remember the rule. Patience Wins! Yes, executives will close the deal quickly, but they will do so at a lower price than if they were not involved."

Trechos retirados de "Selling Value: How to Win More Deals at Higher Prices" de Mark Stiving.

"the Age of Diverse Markets" (parte IV)

 Parte I, parte II e parte III.

"market mapping—matching customers to the relationships that they should have, not necessarily to the relationships that they initially want.[Moi ici: Quantas empresas não consideram esta segmentação? Lembro-me de ser responsável da Qualidade e Desenvolvimentos numa empresa. A minha equipa fazia desenvolvimentos de receitas para clientes que, depois, iam comprar a matéria-prima à concorrência]

...

In targeting accounts for these relationships, the team found four key factors: (1) the amount of the potential profits at stake; (2) the operating fit; (3) the account’s willingness and ability to partner; and (4) the account’s buyer behavior (that is, relationship versus transactional). The team also saw that it needed to define a small number of alternative relationships—which we call a relationship hierarchy—for accounts for whom full integration did not fit.

...

The decision on who wins big and who gets pushed out is almost always determined by a supplier’s go-to-market capabilities—namely, the ability to choose its customers, to produce more essential customer value through an innovative value footprint, and to create new profits and strategic advantage for the customers.

The overriding management issue is that this change in business eras is creating a critical need for a shift from broad-market targeting to focused-segment—and even customer—selection. In today’s Age of Diverse Markets, “choose your customer” is the most important theme.

...

In the Age of Mass Markets, product prices and cost to serve were relatively uniform from customer to customer. In today’s Age of Diverse Markets, all this has changed: prices and cost to serve vary widely from customer to customer, and even within a customer. Transaction-based profit metrics and analytics allow managers to see exactly where they are making money and where they are losing it—and this detailed understanding of customer, product, and process profitability enables managers to create sharply focused and highly effective initiatives."

 

E a sua empresa, escolhe os clientes? Segmenta as relações com diferentes tipos de clientes?

Trechos retirados de “Choose Your Customer: How to Compete Against the Digital Giants and Thrive” de Jonathan S. Byrnes

How can we use the process approach (part IVa)

Part I, part II, part IIIa and part IIIb.

5.Processes and strategy

5.1 Anything about strategy in ISO 9001 and ISO 9000?

ISO 9000:2015 defines strategy as:

plan to achieve a long-term or overall objective

When you remember the old article from Henry Mintzberg, The Strategy Concept I: Five Ps for Strategy, published in October 1987 by California Management Review. 

Summarizing the strategy in a plan is too little, too poor. 

What about ISO 9001:2015, where does the strategy come in? 

Clause 4.1:

The organization shall determine external and internal issues that are relevant to its purpose and its strategic direction

Interestingly, not many people realize that relevant external and internal issues and their classification are a function of strategic orientation.

Clause 5.1.1:

ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the context and strategic direction of the organization;

OK, alignment of quality policy with context and strategic direction.

Clause 5.2.1:

is appropriate to the purpose and context of the organization and supports its strategic direction;

Again, alignment of quality policy with context and strategic direction. Quality policy should derive from strategic orientation.

Clause 9.3.1:

Top management shall review the organization’s quality management system, at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization.

OK, this is understandable, it is peaceful. 

That’s it!!!

Not very useful as a guide to work with strategy.

Let us try another door. One of the quality management principles is customer focus. ISO 9000:2015 states:

The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.

One of the things that worries me about ISO 9001 is that it uses the language "customer" instead of "target customer".

Seth Godin in his book “We Are All Weird” writes:

"The mass market — which made average products for average people was invented by organizations that needed to keep their factories and systems running efficiently.

Stop for a second and think about the backwards nature of that sentence.

The factory came first. It led to the mass market. Not the other way around.”

“For a hundred years, industrialists have had a clearly stated goal: standardized workers building standardized parts”, [Another text by Seth Godin, from his blog]. This resulted, as a business model, while demand was bigger than supply. When demand is bigger than supply, the boss, the one calling the shots, is the one who produces. And when that is the case, whoever is more efficient wins. Everyone tries to compete for the lowest cost. 

In this world, the competitive landscape can be compared to a single mountain and all competitors try to climb that mountain, the higher they rise, the higher the yield, but the higher they climb, the fewer the number of companies that survive, because in this landscape of a single mountain, the one that wins is the one that uses the effect of scale, grow in volume to lower unit costs and be more competitive.

As soon as supply started to exceed the level of demand, the economic world began a transformation towards more variety. In terms of the competitive landscape, this translates into many, more and more mountains. And those who climb one do not compete with those who climb the other:

In an economic world full of different peaks in a rugged landscape there are many types of customers. Different customers look and value different things. 

Let us stay away from statistics and look customers in the eye, literally and metaphorically. If we look at customers who value price above all else, what satisfies them? 

Satisfied customers do not happen by chance, they are the normal and natural result of work done upstream to achieve the results they value. 

What do we have to do upstream to produce these results in a perfectly normal, systematic, and sustainable way? 

This market is highly competitive, different competitors seek to improve their efficiency, whoever is more efficient wins, whoever stretches the frontiers of operational excellence wins. 

Amateurs cannot compete with paranoid competitors.

Now, let's look at another type of customer, the one who wants tailor-made service, or a customized product. What do they value? 

What kind of priorities are behind these results?

Finally, let's look at another type of customer, the one who wants innovation, or values design above all. What do they value? 

Again, what kind of priorities are behind these results?

Now imagine an organization that wants to serve the three types of customers at the same time

What a big mess it will be! A typical stuck-in-the-middle situation.

The following figure is taken from an article called “Using Product Profiling to Illustrate Manufacturing-Marketing Misalignment” by Terry Hill, Rafael Menda, and David Dilts and published in July 1998.

One can look into an organization and evaluate its products and markets, its manufacturing structure, and its infrastructure. 

For example, about the products and markets: organizations can have wide or narrow product ranges, high or low rate of new product introductions. High or Low frequency of schedule changes. And different order winners, the most relevant topic at the eyes of certain groups, certain segments of customers.

For example, for manufacturing: organizations can have small or large production run sizes, high or low set-up frequencies, low or high set-up costs.

For example, for infrastructure: organizations may be designed to new product introductions or for process improvements to improve efficiency. Manufacturing Managers’ tasks may be dedicated to schedules or to quantity.

Let us see two examples.

The blue company is a company that bets on innovation, they have a wide range of products, they have a high rate of new product introductions, They are flexible enough to accommodate and thrive in the middle of a high frequency of schedule changes. Customers love the innovative products and the brand. Their manufacturing is aligned by being able to run small production sizes, handle a high frequency of set-ups and their cost is low. Infrastructure is aligned with product introductions and meeting schedules.

On the other side, one can think about a green company. A company that bets on low cost to compete on price, they have a narrow range of products, they have a low rate of new product introductions. A new product introduction is a headache, is more entropy. They try to minimize the frequency of schedule changes, which reduces throughput, that reduces efficiency. Customers love their low prices. Their manufacturing is aligned by being able to run large production sizes without stop, they minimize set-ups, and their cost is high. Infrastructure is aligned with efficiency and process improvements process in and throughput.

Different organizations, different strategies, different processes, different mindsets.

Now consider the example of a third company, a company that has a weak or unclear strategy, a company not aligned.

They have a wide product range, an average rate of new product introductions, an average frequency of schedule changes, and their order winners are based on price. Things don’t fit nicely together

They run small to average production run sizes and average set-up frequency and cost.

Their mind is in searching for efficiency but at the same time, they look to meet schedules to satisfy different customers looking for different products in small quantities.

This company is a mess, is stuck in the middle trying to serve everybody and fighting with conflicting priorities.

Continue.

"It's time to think small"

Ontem enquanto terminava um esboço sobre este postal um canal de televisão emitia pela enésima vez o filme "As Good As It Gets". Quando desliguei o televisor as três personagens principais (Melvin, Carol e Simon) seguiam de carro a caminho de Baltimore.

Baltimore ... e recordo: "Faz-me lembrar ter descoberto que na cidade de Baltimore, só na cidade de Baltimore, antes de 1920 existiam 19 marcas fabricantes de automóveis" ou "Na bacia do Arade, deste lado do Parchal e Ferragudo e em Portimão, chegou a haver 23 fábricas de conservas." E isto faz-me pensar nas cervejeiras americanas:

A maioria das pessoas que escreve sobre a economia online fala das plataformas como uma corrida para o dominio total, para tirar o maior retorno possível do efeito de escala e da rede de conexões. Daí a corrida das Uber, das Farfetch e dos Facebooks deste mundo.

Eu não acredito nessa leitura. É claro que essa corrida faz sentido agora que a internet está na sua infância e o centrão do meio-termo domina. No entanto, na internet como no resta da economia, o centrão vai dar lugar às tribos. Por isso, também nas plataformas não teremos um único vencedor a ganhar tudo, também nas plataformas poderemos ter muitos vencedores. No final deste postal listo uma série de postais que publiquei ao longo dos anos aqui no blogue sobre esta temática.

Entretanto, esta semana li um artigo interessante acerca disto tudo, "In Defense of The Small Social Network":

"It’s time to agitate for a new version of the internet, one where our only choices aren’t boredom or fear, one where the internet isn’t a joyless place run by billionaires. It’s time to think small.
...
Ello, for example, launched in 2014 and aimed to be a better kind of network — one less cluttered and commercialized than Facebook. Did it save online discourse? No. But it was a step in the right direction. Ello still exists, has a little over 3 million users as of last year, and is mostly used by artists and designers. Despite its miniscule size, it’s actually a success story, providing a community where artists can showcase themselves. Contrast Ello with YouTube, where the loudest voice in the room often wins, and only creators willing to accept sponsorships and do whatever gets the most eyeballs can thrive.
Other small social networks, like Mastodon, are flourishing in their own little ways too. Mastodon takes a totally different approach to social media: Instead of one centralized group moderating and curating content, the platform allows users to have their own private groups and timelines, and decide what kind of content is displayed themselves"

Quem é que precisa de plataformas que cheguem a todo o lado?
As empresas que trabalham para o centrão, para a média. Aquilo a que Seth Godin chamou de industrialistas, os que procuram a estabilidade e temem a concorrência e a sua destruição criativa. Seth sublinha que não foram as pessoas que criaram o mercado de massas, foram os industrialistas que o fizeram para poder despachar o seu vómito para o maior número possível de pessoas e agora, com Mongo, esse mundo está a morrer.

Entre Junho de 2016 e Julho de 2019 a série "Estratégia em todo lado - não é winner-take-all" já teve sete episódios. No entanto, antes disso já escrevia sobre Mongo e as plataformas:

• Acerca das plataformas de negócio;
• Confundir o Estanhistão com Comoditização... suspeito

"É claro que muitos olham para hoje e vêem as Uber e as AirBnB e adivinham um futuro dominado por essas mega-plataformas. Prefiro considerá-las como entidades transitórias, úteis para dinamitar as grilhetas criadas pelos governos para proteger os incumbentes do Normalistão. Depois? Depois, virão as plataformas de 2ª geração ou cooperativas, porque existe estratégia em todo o lado, às vezes é só uma questão de tempo."

• Isto é só o começo... (Abril de 2016) 
• Plataformas, Mongo, emprego e confiança nas marcas (Fevereiro de 2016)
• Plataformas de 2º geração, o começo (Novembro de 2015)
• O pós-Uber(ismo) (Outubro de 2015)
• Reflexão-previsão acerca do futuro das plataformas (Junho de 2015)

"Never blame your predecessor"

Um conjunto de boas sugestões.

Caro Eduardo, "Never blame your predecessor", faz-lhe lembrar alguma coisa?

"A 10-year longitudinal study on executive transitions that my organization conducted found that more than 50% of executives who inherit a mess fail within their first 18 months on the job. We also uncovered numerous landmines for leaders in this situation. And, with the best of intentions, my client was about to step on a number of them. When a leader inherits a mess created by others, especially when arriving as an outsider, the situation can feel fragile and knowing where to begin the long journey of change can feel precarious. Based on our research and my experience, there are six things the most effective leaders do to avoid failing in a new role.
.
Resist the temptation to emotionally distance yourself. Difficult and unfamiliar circumstances can make leaders feel vulnerable. To combat their anxiety, they actively avoid being implicated in the mess in subtle but damaging ways. Four weeks after my client’s arrival, I noticed a distinctive pattern in her language. When referring to the significant challenges of her new organization, she consistently spoke in third-person references — they, them, those people. And when speaking about possible changes that needed to be made, she spoke only in first-person language: I will, I don’t.
...
Never blame your predecessor. It’s a natural temptation to blame the past regime when entering organizations in disarray. In one meeting, my client’s frustration got the best of her, and while looking over the past quarter’s budget, she blurted out, “What on earth was he thinking?” Well, since “he” isn’t there anymore, everyone else in the room was implicated by proxy. Nobody knows better about the mess they are in than the people in it, much less about how it came to be. You are better off simply making no references to decisions or actions taken prior to your arrival. Your best response when being baited to blame those that came before you is simply, “We can’t change what happened then, but we can change what we do going forward.” People appreciate when you take the high road.
...
Minimize references to past successes. Absent any substantial experience in your new environment, the likely place to reference your track record is past successes. Chances are that you were hired into the role because you had relevant experiences. But talking about those experiences doesn’t help you leverage the wisdom from them.
...
Test the reliability of your data. While unvarnished data can be hard to come by when facing harsh headwinds, it’s even harder to come by when everyone wants to appear innocent and important.
...
Be transparent about how you will make changes. There are lots of rules about how fast an entering leader should make changes and how big they should be. Some suggest waiting 90 days, even up to a year, to learn the organization before upending anything. Some say clean house on day one. The speed of change will depend on your particular situation and what the business can tolerate. If immediate change is needed, make it. If you aren’t sure, then investigate and diagnose before you make your moves. My client’s thoughtful approach served her well in this regard. She was very transparent up front about how she would assess the organization, how she would approach making changes, and in what time frame. Her “leading out loud” allowed others not to wait in dread and also not to remain in denial. My client’s approach was to start with small wins championed by people in her organization."

Trechos retirados de "Leading Effectively When You Inherit a Mess"

"Harness Immediate Benefits to Increase Your Persistence"

"The importance of delaying gratification is universally recognized. Being able to forgo immediate benefits in order to achieve larger goals in the future is viewed as a key skill.
...
But wouldn’t immediate benefits also help us follow through on our long-term goals?
...
We found that enjoyment predicted people’s goal persistence two months after setting the goal far more than how important they rated their goal to be.
.
Yet people overestimated how much delayed benefits influenced their goal persistence. When we asked people what would help them stick with their goal in the upcoming months, they believed both immediate and delayed benefits—enjoyment and importance—mattered for their success. In actuality, delayed benefits had less influence on persistence; they mainly played a role in setting the goal in the first place.
.
We found this pattern—immediate benefits are a stronger predictor of persistence than delayed benefits—across a range of goals, in areas including fitness, nutrition, and education.
...
Harness Immediate Benefits to Increase Your Persistence
...
First, factor in enjoyment when choosing which activity to pursue to achieve your goals.
...
Second, give yourself more immediate benefits as you pursue long-term goals.
...
Third, reflect on the immediate benefits you get while working toward your goal."

Algo que me faz recuar ao final do século passado e à descoberta em 1992 na HBR, no mesmo número que apresentou o primeiro artigo sobre o balanced scorecard, do autor Robert Schaffer:

• A dança da chuva e outros rituais (Julho de 2006)
• Small Wins (Junho de 2009)
• Uma sucessão de pequenos projectos que produzem resultados rapidamente (Dezembro de 2012)

Escolher desafios relevantes e alinhados com a estratégia e desdobrá-los em vários projectos mais pequenos que não só reduzem o tempo para obter resultados como o tempo para obter feedback.

Trechos retirados de "What Separates Goals We Achieve from Goals We Don’t"

A importância de criar etapas proximais

"Error 6: Not Systematically Planning for, and Creating, Short-Term Wins
.
Real transformation takes time, and a renewal effort risks losing momentum if there are no short-term goals to meet and celebrate. Most people won’t go on the long march unless they see compelling evidence in 12 to 24 months that the journey is producing expected results. Without short-term wins, too many people give up or actively join the ranks of those people who have been resisting change.
...
Creating short-term wins is different from hoping for short-term wins. The latter is passive, the former active. In a successful transformation, managers actively look for ways to obtain clear performance improvements, establish goals in the yearly planning system, achieve the objectives, and reward the people involved with recognition, promotions, and even money.
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Commitments to produce short-term wins help keep the urgency level up and force detailed analytical thinking that can clarify or revise visions."

Uma preocupação antiga no nosso trabalho, transformar sucesso distal numa série de etapas proximais, onde cada uma é uma oportunidade para celebrar o progresso.
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Recordar:

• Uma sucessão de pequenos projectos que produzem resultados rapidamente (Dezembro de 2012)
• Desmascarar mitos (parte IV) (Setembro de 2010) 
• Small Wins (Junho de 2009)
• Fazer a mudança acontecer (parte VII) (Junho de 2009)

"empresas pequenas cheias de ganas de experimentar" (parte II)

O texto da parte I fez-me recuar a "O que é isto senão Mongo?" e ao texto "In Technology, Small Fish (Almost Always) Eat Big Fish":

"When you start looking at the world through this lens — that when small meets large, small almost always wins — you see it everywhere, across all tech sectors. It's so prevalent, in fact, that I consider it an industry law, in this case, “Leslie’s Law.” More examples to follow, but first, let’s take a closer look at how this plays out..When a sleek, small player enters the market, it does so by creating a low-friction, high-fit product that is sold at a low price to a large market. These new products are sold to a portion of the market that cannot access the larger products due to the cost of entry (in dollars and complexity) and the cost of ownership. The larger company may not even notice that the new company has entered the market because there are no mano-a-mano customer confrontations..This leaves the smaller company free to expand upward into the market. Its leading-edge customers whose needs are expanding, and its own interest in expanding its market upward, spurs it on to increase the features and functionality of its products. From the perspective of the large incumbent companies, this upward migration is imperceptible. They aren't worried, so they don't pay attention to it. But it’s happening..Inevitably, by the time the threat becomes compelling, it’s too late. The small company has taken root, developing the advantages of a lower-cost structure with a simpler, lower-friction product. A new ecosystem has already sprung up around its core offerings. It’s here to stay, and its inroads into the incumbent’s territory can’t be stopped."

Enquanto a empresa da parte I "ataca" o mercado entrando por cima, aytavés da inovação, apelando ao gosto pelo risco dos underserved visionários de Geoffrey Moore, o texto desta parte II refere-se aos que entram por baixo, servindo os overserved, o exemplo clássico de disrupção de Christensen.

A importância das "small wins"

Já aqui escrevi várias vezes acerca da importância das "small wins", por exemplo:

• "Small wins"
• "Switch - acerca da mudança (parte VII)"

Desta vez, depois das opiniões de Karl Weick e Chip e Dan Heath, eis a opinião de John Kotter:

• "Celebrating Short-Term Wins"

A recuperação de uma economia é feita assim

Empresa a empresa. Cada uma delas é uma "small win":
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"Small Wins and Feeling Good"
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De repente, após o tipping point, ganha-se um momentum positivo.

A micro-segmentação e o seu inverso

Escreve Adrian Slywotzky em Profit Patterns:
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"As an industry matures, growing customer heterogeneity and increasing customer sophistication change the fundamental nature of the market. (Moi ici: Please, rewind and read again) Early in an industry’s evolution, most customers are well served by a standard product. As these customers become more familiar with the product and apply it to different needs, their requirements begin to move in many different directions. Suppliers may then begin to modify the product to better serve different customer groups. (Moi ici: Infelizmente a reacção instintiva é reduzir custos... por exemplo, não há alternativa para a compra de PCs que não os básicos vendidos pelas empresas de preço - Worten, Vobis, Radio Popular, Olmar, Staples, FNAC, El Corte Inglés, ... será que não há segmentos e micro-segmentos interessantes?)
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One outcome of good segmentation is a larger market. Customers will pay more for a product or service that is well suited to their needs. In this environment, the company that segments best, that delivers a message that best addresses customers’ needs wins. (Moi ici: O que me faz espécie é perceber que existem sectores onde o granel está instalado anos e anos a fio, ou seja, há anos que os tubarões competem entre si, residualmente algumas rémoras vão ficando pelo caminho, a consolidação é mínima e, em vez de dar o salto na criação de valor, continuam todos no mar infestado de concorrentes que competem pelo preço com produtos básicos... o orgulho do volume impede a concentração no lucro)
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We are now witnessing the emergence of a new customer pattern – microsegmentation. As suppliers identify even more characteristics that distinguish the preferences and needs of different customer groups, customers move from being served in segments to being served in microsegments – segments that may be as small as a single customer. This opportunity is triggered by the increasing variability in the customer base and by changes in technology that support higly targeted marketing, offer development, communication, and service.
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Awareness (Moi ici: Fundamental manter a cabeça levantada, e atenta, para perceber o fluxo onde se está inserido, para fazer batota e tirar partido dele) of a microsegmentation pattern allows managers to anticipate, search for, and take advantage of emerging microsegments. By focusing resources and innovation on the most profitable microsegments within their industry, suppliers can create significant value growth for their companies.
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Three important market conditions must exist before the microsegmentation pattern can succeed. First, there must be an increase in customer heterogeneity. Second, customer sophistication must escalate; as customers’ expectations for greater functionality or personalization of a product or service increase, they will demand more offerings and more choices. When these two conditions are present, a third market condition – technological change through systems infrastructure – will allow a company to service multiple segments efficiently."
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Como frequentador quase diário de uma loja Pingo Doce assisto a um fenómeno inverso e às vezes interrogo-me se não terão ido longe demais. Compreendo que, se a sociedade como um todo está a empobrecer, e as marcas são preguiçosas e estão a falir na mente dos consumidores, seja natural uma migração para menos variedade.
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Mas os dias não são todos iguais, no dia em que as pessoas quiserem festejar, no dia em que as pessoas quiserem fazer algo de diferente onde vão encontrar o que procuram?

Switch - acerca da mudança (parte VII)

Muitas vezes a dimensão da mudança necessária é tão grande que só de pensar nela... há o risco de desmoralizar e desistir.
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Uma das tácticas que se pode seguir é a de transformar uma grande mudança numa sequência de pequenas mudanças que originam uma torrente de pequenas vitórias: aqui e aqui.
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Chip e Dan Heath no livro Switch chamam a esta técnica "Shrink the Change":
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"One way to shrink change, then, is to limit the investment you're asking for ... Another way to shrink change is to think of small wins - milestones that are within reach.
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You can't count on these milestones to occur naturally. To motivate change, you've got to plan for them.
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When you engineer early successes, what you're really doing is engineering hope. Hope is precious to a change effort. It's Elephant fuel.
Once people are on the path and making progress, it's important to make their advances visible. With some kinds of change, such as weight loss, progress is easy to measure-people can step on a scale. Unfortunately, there's no off-the-shelf scale for "new-product innovation" or "reduced carbon impact." Where do you find a yardstick that can measure the kind of changes you're leading?
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When you set small visible goals, and people achieve them, they start to get it into their heads that they can succeed They break the habit oflosing and begin to get into the habit of winning.
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Small targets lead to small victories, and small victories can often trigger a positive spiral of behavior."

A impotência corrompe

Brilhante reflexão de Rosabeth Moss Kanter "Powerlessness Corrupts":

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"Powerlessness is particularly apparent in the middle ranks. When companies slash midlevel positions, they often increase the burden on the remaining people without increasing their efficacy and influence—a combination likely to arouse risk-averse rigidity. Hemmed in by rules and treated as unimportant, people get even by overcontrolling their own turf, demanding tribute before responding to requests.
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The powerless retaliate through subtle sabotage. They slow things down by failing to take action—a form of pocket veto, in which a bill is killed simply because time runs out. Negativity and low aspirations show up in behaviors psychologists call defensive pessimism, learned helplessness, and passive aggression.

It doesn’t have to be that way. Every change can be an occasion for empowerment, in which people add their own hopes and ideas to common goals. Leaders can give them more control over their circumstances—for example, by rethinking constricting rules. Giving associates opportunities to develop initiatives and be recognized for them can result in small wins that propel big changes. Deep and wide involvement can spread power: tens of thousands in communication networks, thousands in brainstorming sessions, hundreds on problem-solving teams.

Great leaders build confidence in advance of victory."

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Claro que chefias medrosas, chefias com receio de perderem o seu lugar, chefias politizadas, têm receio de subordinados com ideias... tolos e de vistas-curtas, não sabem nem imaginam que a maior parte das chefias não são promovidas porque ... não há subordinados à altura de os substituirem.

Desmascarar mitos (parte III)

"great bosses do set very challenging goals and communicate them to their followers. But you're a bad boss if, once those goals are known and accepted, you keep mindlessly invoking them. Rather than continually drawing people's attention to that distant horizon, help them see what they can and must accomplish right now. Let them proceed calmly, with confidence, and with the motivation that comes from taking clear little steps — and they may just accomplish those big hairy goals."

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Em vez de mitos...

... ou seja, lançar um grande, distante, espampanante, audacioso objectivo sem especificar o que fazer para lá chegar.

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Visualizar o caminho todo entre o hoje e o futuro desejado...

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... quais as etapas que vamos ter de atingir?

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O que fazer, por quem e até quando, para passar da etapa n para a etapa n+1?

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Robert Sutton chama a atenção para este truque em "Hey Boss — Enough with the Big, Hairy Goals". Sutton chama a atenção para um artigo já aqui referido "Small Wins" de Karl Weick.

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Recordar "Desmascarar mitos (parte I)"

A importância da proposta de valor

Ontem no Jornal de Negócios encontrei este artigo "Até onde deve ir a inovação?"

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Interrogo-me se o autor não estará a confundir proposta de valor com o produto.

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A propósito deste tema chamo a atenção para os trechos que se seguem, retirados do fabuloso livro "Delivering Profitable Value - A Revolutionary Framework to Accelerate Growth, Generate Wealth, and Rediscover the Heart of Business" de Michael Lanning:

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"An often-told tale is Sony's defeat by Victor in the video cassette recorder (VCR) market. Sony introduced Betamax at nearly the same time that Victor introduced VHS. Most analysts say that Beta's playback picture quality was noticeably superior to that of VHS, whereas the recording picture quality of both was about equal. However, most VCR usage involved playing rented movies; recording was then only a small piece of a VCR's overall use. Yet despite Beta's sharper, clearer playback picture, VHS won handily."

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"There is no mystery in VHS's victory. The superior value proposition that is actually delivered always wins the customer's preference. And if the cost to deliver that superior value proposition is sufficiently less than the revenue it produces, it generates wealth. This is not to say that the winner always has the most honorable and deserving management or the superior product or the smartest marketing department or any other factor other than the only one that ultimately counts: the superior value proposition. The consumer, much editorial to the contrary notwithstanding, simply acted rationally. They used more common sense than some of the convoluted analysis offered to explain this case."

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"The question to ask is this: did Sony/Beta deliver a superior value proposition? And the answer is no, it did not. So it lost. Of course, VHS did not have a flawless value proposition. The VHS value proposition, like many winners, was a tradeoff partly superior, partly inferior, and partly equal. But in net, it was superior. The conventional, product-centric perspective sees the product, instead of the value proposition delivered, as the business. It evaluates whether the product is superior and then considers how well the product is sold, distributed, and marketed."