If you put yourself out there and it doesn’t go as you expect, don’t get down. All you are responsible for is your effort and your intentions. You’re not responsible for the outcome. Intentions don’t drive outcomes. In fact, be prepared for your work to bring out the opposite of your intentions.
If you put yourself out there and it goes poorly, don’t judge yourself negatively. Sometimes, things go that way. It’s not a problem, unless you make it one. So, don’t make it one. Just put yourself out there.
The clothes don’t get clean without an agitator. Hold onto that, and put yourself out there.
How do you know you’ve put yourself out there? The status quo is angry with you. The people in power want you to stop. The organization tries to scuttle your work. And the people that know the truth take you out to lunch.
If you put yourself out there and your message is met with 100% agreement, you didn’t put yourself out there. You may have stepped outside the lines, but you didn’t put your whole self on the line. You didn’t splash everyone with a full belly flop. There wasn’t enough sting and your belly isn’t red enough.
You won’t get it right, but put yourself out there anyway. You can’t predict the outcome, but take a run at the status quo. You don’t know how it will turn out, but that’s not a reason to hold back, it’s objective evidence it’s time to take a run at it.
Don’t put yourself out there because it’s the right thing to do, put yourself out there because you have an emotional connection. Put yourself out there because it’s time to put yourself out there. Put yourself out there because you don’t know what else to do.
Be prepared to be misunderstood, but put yourself out there. Expect to be laughed at and talked about behind your back, but put yourself out there. And expect there will be one or two people who will have your back. You know who they are.
No sense holding back. Get over the fear and put yourself out there.
The only one holding you back is you.
Image credit – Mark Bonica
Either way you look at it, success gets in the way of doing new work.
Success itself has no power to block new work. To generate its power, past success creates the fear of loss in the people doing today’s work. And their fear causes them to block new work. When we did A we got success, and now you are trying to do B. B is not A, and may not bring success. I will resist B out of fear of losing the goodness of past success.
As a blocking agent, future success is more ethereal and more powerful because it prevents new work from starting. Future success causes our minds to project the goodness and glory the new work could bring and because our small sense of self doesn’t think we’re worthy, we never start. Where past success creates an enemy in the status quo, future success creates an enemy within ourselves.
But if we replace fear with learning, the game changes.
I’m not trying to displace our past success, I’m trying to learn if we can use it as springboard and back flip into the deep end of our future success. If it works, our learning will refine today’s success and inform tomorrow’s. If it doesn’t work, we’ll learn what doesn’t work and try something else. But not to worry, we’ll make small bets and create big learning. That way when we jump in the puddle, the splash will be small. And if the water’s cold, we’ll stop. But if it’s warm, we’ll jump into a bigger puddle. And maybe we’ll jump together. What do you think? Will you help me learn?
Yes, it’s scary to think about running this small experiment. Not because it won’t work, but because it might. If we learn this could work it would be a game-changer for the company and I’m afraid I’m not worthy of the work. Can you help me navigate this emotional roller coaster? Can you help me learn if this will work? Can you review the results privately and help me learn what’s going on? If we don’t learn how to do it, our competitors will. Can you help me start?
Success blocks, but it also pays the bills. And, hopefully it’s always part of the equation. But there are things we can do to take the edge of its blocking power. Acknowledge that new work is scary and focus on learning. Learning isn’t threatening, and it moves things forward. Show results and ask for comments from people who created past success. Over time, they’ll become important advocates. And acknowledge to yourself that new work creates internal fear, and acknowledge the best way to push through fear is to learn.
Be afraid, make small bets and learn big.
Image credit – Andy Morffew
What if you’re asked to do something you know isn’t right? Not from an ethical perspective, but from a well-read, well-practiced, world-thought-leader perspective? What if you know it’s a waste of time? What if you know it sets a dangerous precedent for doing the wrong work for the right reason? What if the person asking is in a position of power? What if you know they think they’re asking for the right work?
Do you delay and make up false reasons for the lack of progress? Do you get angry because you expect people in power know what they’re doing? Does your anger cause you to double-down on delay? Or does it cause you to take a step back and regroup? Or do you give them what they ask for, knowing it will make it clear they don’t know what they’re doing?
What if you asked them why they want what they want? What if when you really listened you heard their request for help? What if you recognized they weren’t comfortable confiding in you and that’s why they didn’t tell you they needed your help? What if you could see they did not know how to ask? What if you realized you could help? What if you realized you wanted to help?
What if you honored their request and took an approach that got the right work done? What if you used their words as the premise and used your knowledge and kindness to twist the work into what it should be? What if you realized they gave you a compliment when they asked you to do the work? Better still, what if you realized you were the only person who could help and you felt good about your realization?
As subject matter experts, it’s in our best interest to have an open mind and an open heart. Sure, it’s important to hang onto our knowledge, but it’s also important to let go our strong desire to be right and do all we can to improve effectiveness.
If we are so confident in our knowledge, shouldn’t it be relatively easy to give others the benefit of the doubt and be respectful of the possibility there may be a deeper fundamental behind the request for the “wrong work”?
As subject matter experts, our toughest job is to realize we don’t always see the whole picture and things aren’t always as they seem. And to remain open, it’s helpful to remember we became experts by doing things wrong. And to prioritize effectiveness, until proven otherwise, it’s helpful to assume everyone has good intentions.
Image credit — Ingrid Taylar
When it’s time to innovate, the first task is usually to define the Idealized Future State (IFS). The IFS is a word picture that captures what it looks like when the innovation work has succeeded beyond our wildest dreams. The IFS, so it goes, is directional so we can march toward the right mountain and inspirational so we can sustain our pace over the roughest territory.
For the IFS to be directional, it must be aimed at something – a destination. But there’s a problem. In a sea of uncertainty, where the work has never been done before and where there are no existing products, services or customers, there are an infinite number of IFRs/destinations to guide our innovation work. Open question – When the territory is unknown, how do we choose the right IFS?
For the IFS to be inspirational, it must create yearning for something better (the destination). And for the yearning to be real, we must believe the destination is right for us. Open question – How can we yearn for an IFS when we really can’t know it’s the right destination?
Maps aren’t the territory, but they are a collection of all possible destinations within the design space of the map. If you have the right map, it contains your destination. And for a long time now, the old paper maps have helped people find their destinations. But on their own maps don’t tell us the direction to drive. If you have a map of the US and you want to drive to Kansas, in which direction do you drive? It depends. If in California, drive east; if in Mississippi, drive north; if in New Hampshire, drive west; and in Minnesota, drive south. If Kansas is your idealized future state, the map alone won’t get your there. The direction you drive depends on your location.
GPS has been a nice addition to maps. Enter the destination on the map, ask the satellites to position us globally and it’s clear which way to drive. (I drive west to reach Kansas.) But the magic of GPS isn’t in the electronic map, GPS is magic because it solves the location problem.
Before defining the idealized future state, define your location. It grounds the innovation work in the reality of what is, and people can rally around what is. And before setting the innovation direction with the IFS, define the next problems to solve and walk in their direction.
Image credit – Adrian Brady
When a hurricane is on the horizon, we are all glued to our TVs. We want to know where it track so we know we’ll be safe. Will it track north and rumble over the top of us or will it track east and head out to sea? This is not trivial. In one scenario we lose our house and in the other the crazy surfers get to ride huge waves.
The meteorologist shows us a time-lapse of the storm center hour-by-hour. It was one hundred miles off shore an hour ago, it’s fifty miles off shore now and it will hit the shoreline in an hour. Drawing a line from where it was, through its location in the moment, the meteorologist can extrapolate where it will be an hour from now. In the short term, the storms trajectory will be unchanged and its momentum will help it maintain its pace. It’s pretty clear to everyone where the storm will be in an hour. No magic here.
But the good meteorologists can forecast a hurricane’s path days in advance. In a phenomenological way, they use behavior models of past storms, assume this storm is like past storms, turn the crank and forecast its trajectory. And they’re right more times than not. And they’re right enough to determine who should evacuate and who should sit tight. This is borderline magic.
The best meteorologists know where hurricanes want go because they understand hurricanes. They know hurricanes want to run in straight lines, if not follow gentle curves. They know hurricanes get anxious when they hop from sea to land, and they know, given the choice, will skirt the coastline and head back home to the salt water. Meteorologists know the rules hurricane’s live by and use that knowledge to tighten their forecast of the storm’s path.
Just as hurricanes have a desire to follow their hearts, technologies have a similar desire climb the evolutionary ladder. Just as hurricanes behave like their predecessors, technologies behave like their grandparents, aunts and uncles. And just as a meteorologist, using their knowledge of historical patterns and an understanding of hurricane genetics can forecast the path of a hurricane, technologists can forecast the path of technologies using historical patterns and an understanding of what technologies want.
And like with hurricanes, the best way to forecast the path of a technology is to define where it was, draw a line through where it is and project its trajectory into the future. Like hurricanes, technologies move in straight lines or gentle S-curves, so their next move is easy to forecast. If a technology has improved year-over-year, it will likely continue to improve. And if this year’s performance is the same as last year, it’s behavior will remain unchanged going forward. That’s how it goes with technologies.
The best technologists are like horse whisperers in that they can hear the inner voice of technologies. They know when a technology is ready to grow from infant to adolescent and know when a technology is ready to retire. The best technologists can read the tea leaves of the patent landscape and, knowing the predisposition of technologies, can forecast the next evolution. But just as some ranch owners don’t believe in horse whisperers, some company leaders don’t believe technology whisperers can forecast technologies.
But for believers and non-believers alike, it’s more effective to compare forecasting capabilities of technologists with the forecasting capabilities of meteorologists. The notions of trajectory and momentum have clear physical interpretations for hurricanes and technologies, and historical models of storm trajectories map directly to evolutionary paths of technologies.
If you’re looking to forecast where the next big storm will make landfall, hire a great meteorologist. But if you’re looking to forecast when the next technology will rip the roof off your business model, hire a great technology whisperer.
Image credit – NASA
As creatures of habit, we like to do what we did last time. Outcomes match expectations and things go as planned – no surprises, no delays, no problems. But as creatures swimming in an evolutionary soup, doing what we did last time leads to extinction. Customers’ expectations multiply and competitors mutate into a higher performing organism and eat us. There are two competing functions – do what we did last time to minimize energy and try new things to harden ourselves for the ever more competitive future.
You can’t reinvent yourself at every turn or your brain will run out of glucose and you’ll pass out. And you can’t always lounge on the couch or you’ll get out of shape and become a slow-moving snack for the new T-Rex on the block. If the endpoints lead to our demise, the solution must be something like the middle way.
If you can get away with it, do what you did last time – minimum energy living is a good gig if you can get it. With little investment and lots of return, there’s enough for everyone. Plenty to eat and some left over to put in stores for the winter. But plenty to eat and plenty of time to goof off may make for lazy (but happy) tribe members who may be of little use when it’s time to defend the business model against hostile species.
Live frugally to develop a surplus and spend some of it trying new things. Improved fitness is the best way to navigate the landscape, even the landscape still beyond the horizon. More than physical fitness, improved mental fitness is the dominant trait that leads to survival. But doing new work is energy intensive and must be done skillfully.
The primary reason we try new things is to learn. In that way, the new things we try are a means to an end – improved mental fitness. But because doing new is expensive from an energy perspective, the learning ratio (new learning divided by the energy to learn) must be high. First, be clear about what you want to learn because learning the wrong thing costs more energy than resting on the couch. Second, maximize the learning of your experiments.
If you run an experiment where you are 100% sure of the outcome, your learning is zero. You already knew how it would go, so there was no need to run the experiment. The least costly experiment is the one you didn’t have to run, so don’t run experiments when you know how they’ll turn out. If you run an experiment where you are 0% sure of the outcome, your learning is zero. These experiments are like buying a lottery ticket – you learn the number you chose didn’t win, but you learned nothing about how to choose next week’s number. You’re down a dollar, but no smarter.
The learning ratio is maximized when energy is minimized (the simplest experiment is run) and probability the experimental results match your hypothesis (expectation) is 50%. In that way, half of the experiments confirm your hypothesis and the other half tell you why your hypothesis was off track.
We can argue about the energy balance between leveraging best practices and creating new recipes. But, when you want to learn, there can be no argument – maximize the learning ratio.
Image credit – Craig Sunter
You had to push through your fear of being judged?
You had to break some rules to get an idea off the ground?
You had a concept that would displace your most successful product?
Your colleague tried to scuttle your best idea?
You knew it was time to stop judging yourself negatively?
Your colleague asked you to help with a hair-brained idea?
You were asked to facilitate a session to create new concepts, but no one could explain what would happen after the concepts were created?
You weren’t afraid your prototype would be a success?
You thought you knew what the customer wanted, but didn’t have the data to prove it?
You were asked to create patentable concepts you knew would never be commercialized?
Your prototype threatened the status quo?
You were asked to facilitate a session to create new concepts and told how to do it?
You were told “No.”
You saw a young employee struggling with a new concept?
You were blocking yourself from starting the right work?
You thought your idea had merit, but you needed help testing it in the market?
You were asked to follow a standard process but you knew there wasn’t one?
You were asked to come up with new concepts though there were five excellent concepts gathering dust?
You were told there was no market for your new-to-world prototype?
You had to bolster your self-confidence to believe wholeheartedly in your idea?
There is a name for what you would do. It’s called innovation.
image credit – UnknownNet Photography
If some talks to you in an angry way, what do you do? Well, if it’s a family member you take it personally and respond with equal and opposite anger. If it’s someone at work, you take it personally but use a bit more restraint. And in both cases, the root of all the trouble is taking their anger personally.
There can be no argument if the second doesn’t accept the radiated negativity of the first. In that way, arguments are like tennis – it takes two to play a match worth watching. But in the heat of the moment, and even in the residual heat after the moment, it’s tremendously difficult remember their anger is about them.
The natural tendency is to focus on the injustice of the other’s anger. They’re out of line, they’re wrong, they shouldn’t yell like that. But pouring your energy into that bucket won’t end the arguments. You can’t control their behavior, you can only control your response to their behavior. The only way to end the arguments is to look inside and figure out why you take their anger personally.
If their anger threatens you, you’ll take it personally and respond in-kind. And what is threatened is your image of yourself. If you don’t think highly of yourself, you call your caliber into question and respond with anger to prop up and protect your self-image. But, if you don’t think their rage applies, you won’t be threatened and you’ll respond effectively. And you’ll be able to help them be more effective.
When you respond to anger with kindness, people notice. It may take them a while to understand there is no hidden agenda and your kindness truly kindness, but when they do, they change and your relationship changes. Trust and mutual respect blossom and the future has no limit.
It’s not easy to respond to anger with kindness. But in the end, it’s worth it.
Image credit – Dean Hochman
There are two domains – what is and what isn’t. We’re most comfortable in what is and we don’t know much about what isn’t. Neither domain is best and you can’t have one without the other. Sometimes it’s best to swim in what is and other times it’s better to splash around in what isn’t. Though we want them, there are no hard and fast rules when to swim and when to splash.
Improvement lives in the domain of what is. If you’re running a Six Sigma project, a lean project or a continuous improvement program you’re knee deep in what is. Measure, analyze, improve, and control what is. Walk out to the production floor, count the machines, people and defects, measure the cycle time and eliminate the wasteful activities. Define the current state and continually (and incrementally) improve what is. Clear, unambiguous, measurable, analytical, rational.
The close cousins creativity and innovation live in the domain of what isn’t. They don’t see what is, they only see gaps, gulfs and gullies. They are drawn to the black hole of what’s missing. They define things in terms of difference. They care about the negative, not the image. They live in the Bizarro world where strength is weakness and far less is better than less. Unclear, ambiguous, intuitive, irrational.
What is – productivity, utilization, standard work. What isn’t – imagination, unstructured time, daydreaming. Predictable – what is. Unknowable – what isn’t.
In the world of what is, it’s best to hire for experience. What worked last time will work this time. The knowledge of the past is all powerful. In the world of what isn’t, it’s best to hire young people that know more than you do. They know the latest technology you’ve never heard of and they know its limitations.
Improving what is pays the bills while creating what isn’t fumbles to find the future. But when what is runs out of gas, what isn’t rides to the rescue and refuels. Neither domain is better, and neither can survive without the other.
The magic question – what’s the best way to allocate resources between the domains? The unsatisfying answer – it depends. And the sextant to navigate the dependencies – good judgement.
Image credit – JD Hancock
When companies want to innovate, there are three things they can change – products, services and business models. Products are usually the first, second and third priorities, services, though they have a tighter connection with customer and are more lasting and powerful, sadly, are fourth priority. And business models are the superset and the most powerful of all, yet, as a source of innovation, are largely off limits.
It’s easy to improve products. Measure goodness using a standard test protocol, figure out what drives performance and improve it. Create the hard data, quantify the incremental performance and sell the difference. A straightforward method to sell more – if you liked the last one, you’re going to like this one. But this is fleeting. Just as you are reverse engineering the competitors’ products, they’re doing it to you. Any incremental difference will be swallowed up by their next product. The half-life of your advantage is measured in months.
It’s easy for companies to run innovation projects to improve product performance because it’s easy to quantify the improvement and because we think customers are transactional. Truth is, customers are emotional, not rational. People don’t buy performance, they buy the story they create for themselves.
Innovating on services is more difficult because, unlike a product, it’s not a physical thing. You can’t touch it, smell it or taste it. Some say you can measure a service, but you can’t. You can measure its footprints in the sand, but you can’t measure it directly. All the click data in the world won’t get you there because clicks, as measured, don’t capture intent – an unintentional click on the wrong image counts the same a premeditated click on the right one. Sure, you can count clicks, but if you can’t count the why’s, you don’t have causation. And, sure, you can measure customer satisfaction with an online survey, but the closest you can get is correlation and that’s not good enough. It’s causation or bust. You’ve got to figure out WHY they like your services. (Hint – it’s the people who interface directly with your customers and the latitude you give them to advocate on the customers’ behalf.)
Where services are difficult to innovate, the business model is almost impossible. No one is quite sure what the business model actually is an in-the-trenches-way, but they know it’s been responsible for the success of the company, and they don’t want to change it. Ultimately, if you want to innovate on the business model, you’ve got to know what it is, but before you spend the time and energy to define it, it’s best to figure out if it needs changing. The question – what does it look like when the business model is out of gas?
If you do what you did last time and you get less in return, the business model is out of gas.
Successful models are limiting. Just like with the Prime Directive, where Captain Kirk could do anything he wanted as long as he didn’t interfere with the internal development of alien civilizations, do anything you want with the business model as long as you don’t change it. And that’s why you need external help to formally define the business model and experiment with it. The resource should understand your business first hand, yet be outside the chain of command so they can say the sacrilegious things that violate the Prime Directive without being fired. For good candidates, look to trusted customers and suppliers.
To define the business model, use a simple block diagram (one page) where blocks are labelled with simple nouns and arrows are labelled with simple verbs. Start with a single block on the right of the page labelled “Customer” and draw a single arrow pointing to the block and label it. Continue until you’ve defined the business model. (Note – maximum number of blocks is 12.) You’ll be surprised with the difficulty of the process.
After there’s consensus on the business model, the next step is to figure out how the environment changed around it and to identify and test the preferred evolutionary paths. But that’s for another time.
Image credit – Steven Depolo
It’s not enough to sell things to customers, because selling things is transactional and, over time, transactional selling deteriorates into selling on price. And selling on price is a race to the bottom.
Sales must move from transactional to relational, where people in the sales organization become trusted advisers and then something altogether deeper. At this deeper level of development, the sales people know the business as well as the customer, know where the customer wants to go and provide unique perspective and thoughtful insight. That’s quite a thing for sales, but it’s not enough. Sales must become the conduit that brings the entire company closer to the customer and their their work.
When the customer is trying to figure out what’s next, sales brings in a team of marketing, R&D and manufacturing to triangulate on the future. The objective is to develop deep understanding of the customer’s world. The understanding must go deeper than the what’s. The learning must scrape bottom and get right down to the bedrock why’s.
To get to bedrock, marketing leads learning sessions with the customer. And it all starts by understanding the work. What does the customer do? Why is it done that way? What are the most important processes? How did they evolve? Why do they flow the way they do? These aren’t high-level questions, they are low-level, specific questions, done in front of the actual work.
The mantra – Go to the work.
When the learning sessions are done well, marketing includes experts in manufacturing and R&D. Manufacturing brings their expertise in understanding process and R&D brings their expertise in products and technologies. And to understand the work the deepest way, the tool of choice is the Value Stream Map (VSM).
Cross-organization teams are formed (customer, sales, marketing, manufacturing, and R&D) and are sent out to create Value Steam Maps of the most important processes. (Each team is supported by a VSM expert.) Once the maps are made, all the teams come back together to review the them and identify the fundamental constraints and how to overcome them. The solutions are not limited to new product offerings, rather the solutions could be training, process changes, policy changes, organizational changes or business model changes.
Not all the problems are solved in the moment. After the low hanging fruit is picked, the real work begins. After returning home, marketing and R&D work together to formulate emergent needs and create new ways to meet them. The tool of choice is the IBE (Innovation Burst Event).
To prepare for the IBE, marketing and R&D formalize emergent needs and create Design Challenges to focus the IBE teams. Solving the Design Challenges breaks the conflicts creates novel solutions that meet the unmet needs. In this way, the IBE is a pull process – customer needs create the pull for a solution.
The IBE is a one or two-day event where teams solve the Design Challenges by building conceptual prototypes (thinking prototypes). Then, they vote on the most interesting concepts and create a build plan (who, what, when). The objective of the build plan is to create a Diabolically Simple Prototype (DSP), a functional prototype that demonstrates the new functionality. What makes it diabolical is quick build time. At the end of the IBE is a report out of the build plan to the leader who can allocate the resources to execute it.
In a closed-loop way, once the DSP is built, sales arranges another visit to the customer to demonstrate the new solution. And because the prototype designed to fulfill the validated customer need, by definition, the prototype will be valuable to the customer.
This full circle process has several novel elements, but the magic is in the framework that brings everyone together. With the process, two companies can work together effectively to achieve shared business objectives. And, because the process brings together multiple functions and their unique perspectives, the solutions are well-thought-out and grounded in the diversity of the collective.
Image credit – Gerry Machen