Bob Sutton on Crappy People versus Crappy Systems

I recently pointed to Bob Sutton’s new blog as a good source of insight into the world of effective organizations.  One of his recent posts, Crappy People versus Crappy Systems, offers an excellent case in point. The entire post is well worth your time, but here is the essence:

 The worst part about focusing on keeping out crappy people, however, is that it reflects a belief system that “the people make the place.” The implication is that, once you hire great people and get rid of the bad ones, your work is pretty much done. Yet if you look at large scale studies in everything from automobile industry to the airline industry, or look at Diane Vaughn’s fantastic book on the space shuttle Challenger explosion and the well-crafted report written by the Columbia Accident Investigation Board , the evidence is clear: The “rule of law crappy systems” trumps the “rule of crappy people.”

Sure, people matter a lot, but as my colleague Jeff Pfeffer puts it, some systems are so badly designed that when smart people with a great track record join them, it seems as if a “brain vacuum” is applied, and they turn incompetent. Jeff often jokes that this is what happens to many business school deans, and indeed, these jobs have so many competing and conflicting demands that they are often impossible to do well.

Bob Sutton: Crappy People versus Crappy Systems.

I’ve worked in a number of organizations that do an excellent job of hiring great people, including successful startups. Sutton’s post finally puts a finger on my central frustration in these organizations; they too often tolerate crappy systems that pull down the performance and potential of the great people they manage to attract.

I suspect this is partly a function of the wrong design emphasis. When you know in advance that your organizational systems must work regardless of your ability to attract the best and the brightest, you invest the time and energy to make those systems robust. If you go down the “hire the best” path, you give yourself license to under-invest in systems. Perhaps more harmfully, you don’t take the time to design the organizational systems that might actually amplify the quality and capabilities of a superior workforce.

New bloggers on the future of work

[Cross posted at Future Tense]

One of my colleagues at work recently asked which bloggers I might recommend that also deal with the future of work and the changes technology continues to elicit in organizations. His question was well-timed as there are several fine thinkers who have taken to blogging in the last several months that have much to add to this ongoing conversation.

I’ve previously mentioned John Sviokla (Sviokla’s Context) and Espen Andersen (Applied Abstractions) who were both colleagues at Harvard. There are three other academics/ex-academics who I find particularly cogent on the topic of managing and leading knowledge-based organizations.

David Maister created and taught a course on managing service-based operations during my MBA days; an area that has since grown to become one of the major organizing themes of the curriculum there. Since then, David has gone on to become one of the pre-eminent consultants to professional services organizations. He is blogging at Passion, People and Principles. Although his ostensible focus in on services organizations, the challenges they face make them a laboratory for the kinds of knowledge work issues that all organizations will face. David is also the author of several of the best books on consulting and professional services, including The Trusted Advisor and True Professionalism : The Courage to Care About Your People, Your Clients, and Your Career.

Another Harvard blogger is Andrew McAfee who teaches in the technology and operations management group, which has become the home of the most robust thinking about these topics at Harvard. His blog title, The Impact of Information Technology (IT) on Business and Their Leaders, lacks a bit in the snappy department, but the content is first rate. Recently, he has been leading the charge to map out and define the notion of Enterprise 2.0 in places as diverse as the Sloan Management Review and wikipedia.

Over on the West Coast at Stanford, we have Bob Sutton the author of several excellent books, most recently  Hard Facts, Dangerous Half-Truths And Total Nonsense: Profiting From Evidence-Based Management. His blog is Work Matters. Sutton has been collaborating with Jeff Pfeffer, also of Stanford, to promote the practice of evidence-based management, which, like evidence-based medicine,

means finding the best evidence that you can, facing those facts, and acting on those facts – rather than doing what everyone else does, what you have always done, or what you thought was true. It isn’t an excuse for inaction. Leaders of organizations must have the courage to act on the best facts they have right now, and the humility to change what they do as better information is found. [Evidence-Based Management]

Sutton and Pfeffer have also launched a website and a group blog to promote evidence-based management. You might also want to check out The Knowing-Doing Gap : How Smart Companies Turn Knowledge into Action by Pfeffer and Sutton and Weird Ideas That Work: 11 1/2 Practices for Promoting, Managing, and Sustaining Innovation, one of Sutton’s earlier books.

Boys to men – 35th high school reunion

I spent the weekend in St.Louis with 17 of my classmates from the Class of 1971 of the St. Louis Priory. Since there were only 29 of us in the class, that was actually an excellent turnout. Lots of laughs and lots of stories from a group of truly excellent storytellers. It was good to reconnect with everyone.

Priory was and still is an all-boy Catholic prep school run by Benedictine monks. The founding group of monks were from Ampleforth Abbey in England and they had no reservations about transplanting English prep school practices and expectations to the Midwest. While the practices back in the 1960s extended to a belief in the efficacy of corporal punishment in focusing the attention of distractable young men, the high expectations of what we were capable of intellectually set us up for college, law school, medical school, business school, and graduate school experiences that were substantially easier than they otherwise might have been.

There is at least one other Priory alum that you know besides me. Kevin Kline, the actor, was a senior the year that I entered the school as a lowly first former (7th grader in American parlance).

 

Otter Group workshop – Everybody’s a CEO Bootcamp

Kathleen Gilroy and the folks at the Otter Group in Boston are putting on a workshop in Boston on October 25th called “Everybody’s a CEO Bootcamp.” Here’s their basic pitch:

Everybody’s a CEO: Basic Training is for you if:

You are still mystified by the wildly popular new world of blogs, podcasting, and RSS and wondering how you can use these technologies to reach more people and improve your marketing and sales.
You need to understand just where you can make the greatest contribution and want to tap into a network of like-minded people to help you figure it out and then make it happen.

Looks like a good group of presenters and a solid agenda if you’re interested in moving from tire-kicking to action for your organization.  

Beloit College’s Mindset List for the Class of 2010

Beloit College has been running this list each August to offer some insight into the formative years that characterize the 18-year olds about to enter college. It always makes me feel old. I’ve picked a few that strike home particularly for me. Check out the entire list and previous years’ as well.

Each August since 1998, as faculty prepare for the academic year, Beloit College in Wisconsin has released the Beloit College Mindset List. A creation of Beloit

Circles of knowledge and boundaries of ignorance

My latest column at Enterprise Systems Journal appears today. In it I take a look at the notion of developing an ongoing learning agenda by focusing on the boundaries of your ignorance. One key graf:

The late Isaac Asimov once observed that “the most exciting phrase to hear in science, the one that heralds new discoveries, is not ‘Eureka!’ but ‘that’s funny’.” What piques your curiosity is an excellent indicator of where your learning energies ought to be focused. Curiosity is an edge phenomenon where new inputs have enough structure and content from your perspective to emerge as something more than background noise and chaos, yet are not so well-defined as to be immediately classifiable. Becoming more mindful of the terminology, issues, and phenomenon that are separating themselves from background noise helps identify topics you should consider investing learning time in. [IT Learning at the Boundaries of Your Ignorance]

I started thinking about “boundaries of ignorance” and “circles of knowledge” while putting together a presentation on learning and knowledge management. I began with the simple notion of learning as expanding your circle of knowledge and quickly hit on the notion that expanding my circle of knowledge was simultaneously expanding the boundaries of my ignorance. The more things I learned, the more things I became aware of that I didn’t know.

In my teens, that manifested itself as reading everything I could lay my hands on in the quest for the “one right answer.” I wasn’t as smart as Alan Kay to realize early on that books had limits or could be wrong. I was so engrossed in the world that books opened up for me that it took quite a while to grasp their limits. My dad used to say that he could always tell when I had finished a book by my fervent belief in some new world view. In retrospect, I suspect my ignorance was growing faster than my knowledge. But I was more focused on the inside of the circle than on its contact with the rest of knowledge.

My first cut at visualizing this image was along the following lines:

Circle of knowledge

In this version, learning can be viewed as either expanding your circle of knowledge or as increasing your boundary of ignorance.  So, the more you learn the more you know, but also the more you know that you don’t know.  Depending on your temperament, this can be either encouraging or discouraging to your efforts to continue learning.

Formal schooling focuses attention on the inside of the circle and keeps you carefully inside the boundaries. The credentialing system of education looks backward at what you are supposed to have learned. On the plus side, a good school environment helps keep you from falling off the edge into material you are unable to understand or appreciate. I can remember trying to read various books on philosophy in my wildly eclectic romps through the public library during my high school days. All fields have their professional vocabulary and one purpose of schools is to introduce you to that vocabulary in a coherent order. While we are hard-wired to learn spoken languages simply by being immersed in them, I don’t think the same strategy would work as well for learning calculus or modern European history.

The danger of formal schooling (even when well done) is too much focus on what you already know. If you don’t push yourself out to the boundaries, you seriously limit your opportunities for significant new learning. Formal schooling tends to overly protect you from failure and, therefore, from opportunities for deeper learning. Granted, I’ve come to appreciate the importance of failure in real learning courtesy of my work with Roger Schank. The more important learning becomes as an ongoing career development activity, the more you have to deal with not knowing. This can become a real challenge as you advance in your career and as you become recognized for your expertise.

Over time and as you get farther away from your school days, your circle of knowledge starts to get spiky:

Spiky knowledgeYou become more expert and informed on certain topics at the expense of others. The nice, well-rounded, circle that might have characterized the end of a classical liberal arts education has been replaced with the distinctive profile of an expert in some particular domain.

If you assume that you do, in fact, need to continue to learn, regardless of your current level of expertise, is there some way to use this notion of the “boundary of ignorance” to guide ongoing learning? For an individual topic,

Monitoring your curiosity consists of becoming aware of terms, tools, topics, and techniques that you are encountering in your environment, yet are not part of your current knowledge and skills. As these become visible to you, the next step is to cluster and chunk that material into a learning agenda; a sequence of topics ranging from the nearly familiar to the barely recognized. [IT Learning at the Boundaries of Your Ignorance]

In addition to tuning into the language of a topic, you can also start to identify the experts and authorities who are working in the domain.

In general, your learning agenda is not likely to be a single topic. Instead, you will be pushing out along multiple dimensions. It might be helpful to visualize that process in terms of progress along several learning vectors. For example, I might group my learning activities along the following dimensions:

Learning vectors

This larger picture of learning would help assess what kind of balance I was striking across topics and whether that balance was suitable.

What you are left with at this point is a map for what you want to learn based on the edges of what you know now coupled with what captures your curiosity. What comes next is the effort to learn topic by topic and to fit that learning into the demands of performing.

 

Being smart about when to be diligent

This is an interesting refinement on my laziness vs. diligence argument a while back. The danger is that it just becomes a slightly more clever way to reinforce the Protestant ethic Properly interpreted, however, Ballard provides a logic for making diligence pay off in compound interest terms.

Let’s all get lazy

If you want to be lazy over a lifetime, work harder in high school, college or grad school. That’s the message from Stanton Ballard, geologist, geophysicist and inventor of “Mr. Ballard’s Lazy Lecture.”

Ballard’s view is, work hard now for a good job later that will earn you twice as much money, working half the time. If you take the lazy route in high school, you’ll work all your life for half the money in a job you don’t even like. “Work hard now, goof off later,” says Ballard, who has a doctorate and knows whereof he speaks. Stan and his wife, Trish, worked their assignments off for a major oil company so they could later exit the corporate world and focus on school activities with their two sons.

… 

[via Michell Medley in Worth Magazine]

The focus in Medley’s piece is on diligence in high school, but the argument is applicable more broadly.

Tool-and-Die Makers in a Knowledge Economy

In one of my columns at Enterprise Systems Journal, I started to explore a nagging concern about why organizations have realized less of the potential of technology to support knowledge work than they could. In a nutshell, my hypothesis is that most organizations have not thought through what organizational roles need to be created to best leverage the technology. In my column I made the argument that we need the knowledge economy equivalent of tool-and-die makers. You can find the full column at ESJ:

Tool-and-Die Makers in a Knowledge Economy

The full potential of tools to support knowledge work remains unrealized

Given the near total independence that most knowledge workers have in organizations, they have been largely left to their own devices in figuring out how to take best advantage of the technology tools we have made available.  That leads to a great deal of wasted potential. Here’s the way I described it in the column:

Applying the tool-and-die maker strategy, knowledge organizations should identify individuals particularly adept at applying tool and technology features to simplifying their own work and give them a new goal of improving the productivity and effectiveness of their knowledge-work colleagues. The knowledge work of these “toolsmiths” would be to understand the knowledge work of others and apply Taylor’s principles of scientific management; to observe how knowledge workers currently worked and to identify, design, and deploy new tools and techniques to make it possible to perform the same work with less effort or produce better-quality deliverables on demand

Essentially, we are missing an opportunity for knowledge work productivity by not taking full advantage of designing organizational roles to take full advantage of the strengths and weaknesses of individual knowledge workers.

New WordPress plugin – Landing Sites

Rick Klau pointed me to a great new WordPress plugin – Landing Sites. If you come here by way of a search engine, this plugin will identify other posts on McGee’s Musings that might relate to your search. You can find the plugin here – Landing Sites 1.3. It took me a little bit of tinkering to get it to work and display reasonably. In a perfect world, I will eventually clean up the display some more, but it works well enough now to roll out. Thanks, Rick.

New WordPress plugin – Landing Sites

… I love it. If you’re running a WordPress site, it’s a brilliant plugin that should help your search visitors find what they want and increase page views within your site. What’s not to like? [tins:::Rick Klau’s weblog]

UPDATE: To make this as useful as it might be, I have finally begun the process of migrating my archives into WordPress. This is a bit of a kluge to take old posts made using Radio and massaging them so that they look reasonable in their new home. I haven’t quite found a smooth way to do this yet automagically, so if you do go wandering in the archives here, you may find bits and pieces that are occasionally ugly. Bear with me.