Hocus, Focus…

I am often asked by clients what makes for good strategy.  Almost as if  it is a magic potion that will miraculously cure all organisational ills, while at the same time please shareholders, employees and the CEO.  Blue Ocean?  Kai Zen?  In theory, good strategy could be one of a dozen variants – there’s an entire rainforest of management text books that claim to have the definitive answer.  And if you don’t believe me, a quick trawl of Amazon.com revealed 27,719 titles under the ‘strategy’ category!  Clearly this matters to organisations.

To paraphrase Michael Porter, ‘Strategy is what helps organisations create competitive advantage by preserving what is distinctive’. Being a common-sense consultant – I confess – I prefer management practice to management theory…but, Porter is right. You out-smart the competition in two ways. Either you do similar things, differently or you do something completely different.

Strategy may be about differentiation, but in reality, the type of strategy you deploy to create competitive advantage doesn’t matter all that much. Magic potion or not, the true wizardry lies in delivery.  Intent without action is worthless.  Just so, strategy without execution simply won’t deliver on it’s promise.

The key word  here is focus. The other key word is action. To my mind this is where many organisations go wrong.  I’ve lost count of the number of companies I’ve come across who are drowning in ‘strategic initiatives’.  ‘Ah yes’, the CEO will say: ‘We are implementing our strategy’. Really?  This strategic activity seems to create a lot of busy, stressed people, running around with Excel spreadsheets and GANNT charts, but doesn’t actually move the organisation forward.  Since when is having 1,001 initiatives, strategic?

Surely, being distinct from your competitors means taking a more discerning look at what you will do, and how you will do it.  Narrowing your scope to those actions that will truly transform the business, and then acting on them.  Effectively. Consistently.  As Jack Welch so famously said: ‘Strategy is simple – just pick a general direction and execute like hell!’

Change is a team sport…

Sportsmen and women from 204 nations will compete in the London 2012 games. For many of these athletes, the 2012 games represent the ultimate testing ground. Pitting themselves against the best of the best – and (in many cases) themselves –  they will run, jump, wrestle, swim and swat their way to glory in over 302 medal events.

Watching Friday night’s Olympic opening ceremony, I found myself really moved by the collective esprit d’corps as the first of the 10,490 athletes entered the main stadium, cheered on by 80,000 local well-wishers, and a global audience of billions.  It felt good to be part of the celebration.

Of course, the 30th Olympiad is the culmination of years of preparation and the hard work of many, many people. Which got me thinking…the whole event has parallels with business change and transformation.  Specifically, moving from a current state (planning to host a global event in a deprived borough in London) to a desired state of play (delivering the games successfully). And like business change – whether it’s to do with culture, process or strategy – planning, sacrifice and sweat are part of the deal!

While you need strong leaders to champion and drive transformational change, the reality is that it doesn’t happen without the team. Even solo athletes have a cadre of coaches, nutritionists, psychologists and friends who spur them on to realise great things – achieving gold at the London Olympics or exceeding their personal best!  To my mind, this is where many organisations falter.  Leaders get so focused on the future state, that they forget about the present one. Change doesn’t happen just because the CEO says so.  Business transformation is a journey, and clearly you need to prepare well. However,truly successful transformation comes for those who recognise that their people are pivotal in making it happen. Involving your home team in the process can make the difference between being a corporate catastrophe or a true contender.

What do you think?  Do leaders, or employees make change happen?  Comments on the blog, pls.

Why change management is like being a Ninja…

James Bond: ‘Do you have commandos?’

Tiger Tanaka: ‘I have much, much better. Ninja’s. Top-secret, Bond-san. This is my ninja training school’.

– You Only Live Twice (1967)

 

As a consultant who helps organisations in times of transition, I’m minded to see what I do as an art, rather than a science. In simple terms, change management is about moving organisations and individuals from a current state to a desired future state, the implication being that the future state is somehow an improvement.

Yet we know that 70 per cent of transformation programmes fail.  This is the science bit! The statistic is based on research done by John P. Kotter, change management guru. It underscores the difficulty of catalysing change in large, complex organisations. From experience I can tell you that major change programmes demand a combo of pragmatic perseverance and managerial martial arts. Which is where the Ninja enter the room!

Ninja (or shinobi) were covert agents, stealth soldiers or mercenaries in feudal Japan. They specialised in unorthodox warfare.  The functions of the ninja included espionage, sabotage, infiltration, assassination and open combat in certain situations. Sound like any organisations you know? Yep. Me too!

Despite the negative perception of ninja’s as spies, deceivers, saboteurs and arsonists, there are several positive aspects to their methods and training:

  • They were resourceful, versatile and unorthodox.  Ninja made use of a variety of different objects tools and weapons in numerous interesting ways to help complete their missions and achieve their goals.
  • They were clever and prescient, honing their ability to predict outcomes and out-think enemies.
  • They created ‘Ninjutsu’ – the art of ‘stealth and perseverance’ – in practice, a range of tactics and strategies for problem solving on both a physical and mental level.

As a change agent, I’m very often expected to draw on similar resources. I have to be resourceful – using what shows up at any given moment, whether that’s in a management meeting or my in-box! I have to demonstrate mental agility – change creates ambiguity in organisations, and not everyone is good at dealing with it. It’s vital to be able to suss out possible outcomes and unintended consequences so you can head them off before they become a burning issue. It’s what my clients pay me for. And yes, sometimes I do have to practice my art with subtlety – it’s what I call ‘sneaky change management’.

The cost of war…

This weekend, all across the UK members of the public took part in Remembrance Day. Traditionally the laying of wreaths and memorial ceremonies marks the sacrifice that men and women have made in defence of liberty and for the love of their country. But do the economics of conflict justify the price we pay?

Regrettably, war has become big business. Yessir, I’ll have a Big Mac. And I’d like a Molotov Cocktail along with my fries!  If you are in the Defence Industry, or on the board of Halliburton –  you should probably stop reading this blog now and start bugging my phone.  Actually, if you work for McDonalds or Starbucks you should probably order a macchiatto and walk away too!

I’m always slightly bemused by the anti-capitalist protesters who are camped outside St Paul’s. Apart from creating their own internal economy – soup kitchens and camping supplies purchased from the outdoors supply store on Ludgate Hill – they seem to have missed the point.  Surely their energetic rage is better directed at the warmongers who manufacture and sell arms that maim and kill, than the bankers who have presided over the recent economic cataclysm?

There are currently 12 major military conflicts happening across the globe. These are wars where the casualty rate is more than 1,100 per annum. Wars like financial crises, oft repeat themselves.

So here are some numbers (in no particular order) to make you think:

  • 35 million. The total number of military and civilian casualties in WW1 is estimated at over 35 million. More than  15 million died and 20 million were wounded ranking it among the deadliest conflicts in human history.
  • $3.2-4 trillion. The total estimated cost for the wars in Iraq, Afghanistan, and Pakistan. According to a Congressional Budget Office(CBO) report published in October 2007, the U.S. wars in Iraq and Afghanistan could cost taxpayers a total of $2.4 trillion dollars by 2017 when counting the huge interest costs  – because combat is being financed with borrowed money.
  • $1.44 billion.  The amount that Veritas Capital Fund, through it’s subsidiary DynCorp has made through its provision of training to new Iraqi police forces.
  • £995bn.  Scale of support provided to bail out the UK banks.  The amount of cash currently borrowed by the government to support banks has risen to a total of £124bn since December 2009.
  • US$100. The average value  paid for trafficked children.  These children are just as likely to be casualties of war as they are of economic hardship.

Forgiveness costs nothing.

The Firing Line…

There are a few things in business life that make me come out in hives (metaphorically speaking).  One of them has got to be ‘The Apprentice’ – a reality show that seems to exist in a time-warp.  It advocates such an outmoded view of leadership, entrepreneurship & business, I don’t know whether to despair or laugh at the absurdity of it all. Machiavelli would be proud!

Apart from gender competition – boys v. girls, and the sycophantic ‘Lord Sugar’ crap – lets face it, he blows his nose and goes to the loo just like the rest of us – this is a programme that makes people think being a leader is about ego, bullying & blame.  As the utterly self-absorbed corporate hopefuls try to outsmart, out-talk and oust eachother they seem to have forgotten that good business is actually based on a few strong principles:

1) Relationships matter.  You might be the most brilliant brain this side of the solar system, but if you are unable to put your ego aside, it will eventually trip you up. There is a fine line between arrogance and confidence. Confidence will inspire people to follow you and clients to purchase your product or service. Arrogance will just brass them off!

2) Being a leader means that the buck stops with you. If you lead others, you accept that mistakes will happen. They are simply another way of doing things. OK, maybe the wrong way, but another way nonetheless. They are not an excuse to find a scapegoat for your own shortcomings.

3) Integrity is something you cannot manufacture. You have it or you don’t. On first inspection, most of the talentless twits on the show couldn’t even spell integrity, let alone recognise it if it happened to walk up to them and wiggle.

John F Kennedy said:’ Leadership and learning are indispensable to eachother’. I suspect Alan Sugar – along with his apprentices – is too arrogant to learn anything. Perhaps the lesson here is to change the channel!

Engagement, not Enragement…

As a consultant who specialises in stakeholder engagement, I am by turns amused and horrified by the abject levels of treatment that pass for customer service in the UK.  Many organisations, lured by the cost savings that can be made by installing automated customer management systems, or outsourcing their call centres, or whatever pea-brained managerial trend is current…seem to have forgotten one thing. While cash may be king, customers represent cash.  Engaging the people that buy your product or service is not only good for your brand, it’s good for your bottom line!

Today was a case in point for me.  My car insurance is with a company who claim to be ‘winning the battle for cheaper insurance’.  Sadly, they haven’t won the battle for my heart and mind. There have been several errors with the policy – all of them as a result of adminstrative bungles by the people who inhabit the parallel universe on the other end of the phone.  Yesterday I received a letter saying that my policy had been cancelled. Oh really? That’s strange since the insurance premiums keep going out of my account on a regular basis. This was in addition to a letter that queried my no claims bonus information & practically accused me of insurance fraud – information that the insurer already had since this was the 2nd year I’d renewed my policy with them.  What a fabulous way to reward customer loyalty. Needless to say, I shall be voting with my wallet and cancelling the policy for real this time.

But the hilarity continues. In the spirit of good customer service, my energy supplier wrote to me to say that a meter reading had been scheduled. Now, this is progress because usually the meter readers turn up when you aren’t at home – yes, I do work for a living!  Even better, they left a number for me to call, to rearrange should this not be convenient. So, I did. Cue…an automated customer service system which asked me to put in my account number and then said…‘Sorry’ before it disconnected.  What on earth were they apologising for…? The fact that they placed so much reliance on IT that it had let them down, when in fact employing a real human being might in the end be a better option? The fact that they weren’t actually providing a service, just wasting my time, and dime?   Really, these machines should have an option that says…Press #5 and hang up if you want to speak to someone who actually gives a monkeys!

Mary Kay Ash, the US businesswoman who founded a cosmetics empire based on personal service is well known for saying; ‘A company is only as good as the people it keeps’.  While this certainly applies to talent retention, it’s a maxim that UK retailers, recruitment agencies, banks, energy providers and insurance brokers would do well to take to heart when it comes to their customers.

Red Letter Days…

Picture © Atee83 Dreamstime.com

Red Letter Days are traditionally days of special significance.  The term dates back to Medieval times when church calendars displayed saint’s days and festivals in red ink.  The Chirology blog is almost two years old and will celebrate it’s own anniversary at the end of March. Since birthdays are a time for reflection, I’ll be spending time re-framing the focus of our content. In short, going back to the drawing board.
If you have any suggestions for topics you would like to see covered, please leave a comment on the blog.

Private parts…

The term ‘privatisation’ was originally coined by management guru, Peter Drucker. In the UK, privatisation is commonly associated with the sale of nationalised industries to the private sector – a process that began in the 1970’s and one that still continues today – as evidenced by the proposed sale of Royal Mail, and more recently – the frankly bonkers scheme to sell off publicly owned woodland in the UK.

Privatisation gained dominance in liberal market economies such as the UK and the US, because the growth in private sector ownership of former state-owned enterprise coincided with regulatory shifts in the existing institutional framework for corporate governance in these countries. This changed both the way the capital markets and investors behaved.

In the UK, the process began with deregulation that removed statutory restrictions on competition in both the public and private sectors. Huge flotations of public utilities such as Water, Electricity and Rail were subsequently legitimised by the proposition that private ownership was a more efficient option, because market discipline can provide the primary regulatory mechanism that reduces agency costs and increases competition.

The ‘market’ is usually cited as the primary justification for privatisation programmes. Increasing efficiency is nearly always viewed as the primary objective for governments pursuing privatisation. The UK government of the early 1980s saw privatisation as an important means to raise state revenues and bridge fiscal deficit. But it is fair to say that other criteria such as the reduction of government interference in the economy to promote competition or encourage wider share ownership are also factors here. For exponents of privatisation, such programmes have many benefits. Competition created by privatisation is seen as driving development and innovation, creating growth and cost efficiencies.

But pursing this policy has not always been successful. Railtrack, the company responsible for the running of the UK’s railway system is a prime example of the failure of privatisation. Not only was there a mass exodus of senior staff as a direct result of the sell-off, the loss of skills and subsequent fragmentation of work led to uncontrollable costs, and a decline in safety standards that caused several fatal accidents and the ultimate re-nationalisation of the company a mere 5 years after it had floated on the London Stock Exchange.

But was privatisation to blame? To my mind, the events which unfolded at Railtrack prove the falsehood that large and complex public utilities can be managed like private sector companies, in other words by putting the profit motive first. By the same token, we cannot assume that innovation, adaptability, productivity and cost control – seen as characteristic of private sector enterprise – will automatically embed into the organisational psyche when transferring ownership of public sector utilities into private hands. Care needs to be taken in setting appropriate governance structure and balancing the tension which inevitably arises between short term profit and long term sustainability. 

This blog is an excerpt from a larger case study on privatisation. If you would like to know more, please contact Lisa Bondesio via lisa@chiridion.com

Good as Gold…

Gold has been highly prized since ancient times. Traditionally we associate gold with jewellery, but this yellow metal is widely used across industries ranging from dentistry to electronics. Gold is also a vehicle for international monetary exchange, and trades as a hard commodity in global financial markets. It is used as a base asset for ‘derivatives’ – the term given to financial instruments such as futures and options.

Until the 1930’s national currencies such as the Dollar and British Sterling were linked to the gold price by means of a fixed rate. Known as the gold standard, this exchange mechanism was abandoned as a result of a global economic downturn. Gold is still seen as an effective means of hedging against inclement market conditions and inflation. Although less volatile than commodities such as oil, its price rises during times of geopolitical turmoil or economic crisis.

Today the gold price floats freely. It is traded directly or in derivative form. The biggest sellers are central banks, such as the Bank of England and the Federal Reserve. Major buyers can be found in the Indian Subcontinent and China. According to the World Gold Council, these markets created 51% of gold demand in 2010 . There are also seasonal peaks, for example during the festival season in India, when demand for gold spikes.

Many investors view gold as a foundation asset in their portfolio, not least because of its perceived ability to protect against risk and inflation. And it provides an opportunity to profit. The average gold price has risen 40% between 2008 and 2010.

As a result of the continued uncertainty over the global economic recovery, European and US buyers exhibit a preference for bars and coins. However, gold-based exchange traded funds, and gold denominated paper (which trade like shares on stock exchanges) have seen a dramatic rise over the last decade. Instead of trying to turn a sow’s ear into a silken purse,shrewd investors might do well to line their portfolios with gold.

The Offside Rule…

So, FIFA have chosen Russia to host the 2018 World Cup.  In a voting process that eerily resembled the Eurovision Song Contest – block voting and nul points – the UK’s hopes of hosting a premier global sporting fixture have been dashed.

Post-mortem wringing of hands, shredding of kit, and blaspheming of the BBC will do little to assuage deep cynicism about an organisation linked for some time to allegations of corruption and shady dealings. I know more than a few people who think a well aimed kick at Sepp Blatter’s head would be an expedient solution!  Brain-injury aside, at the very least, questions should be asked about the governance practice within such an influential regulatory body.

It seems, the recent expulsion of two of senior FIFA officials for breaching ethics rules is nothing new. The BBC’s Panorama programme offered evidence that as far back as 1995, FIFA vice-president Issa Hayatou, of Cameroon, had taken a kickback of £10,000 from the organisation’s marketing arm, ISL. If unethical behaviour is tolerated, questions do need to be asked about the professional impartiality of FIFA.  No doubt, more revelations will emerge as 2018 draws closer.

In principle, the UK bid was strong. A FIFA-backed study by McKinsey supports this. The McKinsey report examined five revenue areas (ticketing, TV and media rights, sponsorship, hospitality and merchandise/licensing) and rated the economic value of the UK’s bid at a joint 100 along with the USA, and well ahead of Russia’s score of 56. But technical excellence can only take you so far. There is of course another dynamic at play here…money.

While the actual FIFA World Cup Trophy is estimated to be worth a trifling $194,285.85 (based on the current troy ounce value of 18K gold) you only need to add several zeros to the end of that number to calculate the Croesus-like revenues from the rights, merchandising and business opportunities brought by a World Cup. In prize money alone, FIFA set aside £250 million for the SA World Cup in 2010. If Football revenues represent the GDP of a small African country, why then should we be surprised that their secretive ExCo demand emoluments for favourable votes?

Multi-millions attract mendacity, whichever way you look at it. But FIFA’s decision does put me in mind of the offside rule…you know, the one where the referee awards an indirect free kick to the opposing team!

For more information on the off-side rule, please see:

http://www.offside-ref.co.uk/