Posts Tagged ‘Change’

Technology–master or servant?

Wednesday, October 24th, 2012

Microsoft are about to introduce their most important product for years, Windows 8.  It is a new, common platform/interface to be used by phones, PC’s and tablets, so that users have a common experience regardless of platform.  They are taking a leaf out of Apple’s book in this and there is little wrong in learning from a company that seems to be able to little wrong a at present.  They are even launching their own brand of tablet, à la iPad, the Surface, it’s killer feature is that it  has an optional keyboard and is meant to be very good for creating, rather than merely consuming content.  I have heard mainly very good things about all of these developments.  However, there is one big issue that is much talked about; they have completely changed the way people interface with Windows, and done away with the Start button that most of us use as our route into using our PC’s.  True this can be put back (see below), but it begs the question, is the technology the master or the servant?  Do we want to change our work patterns to conform to their design, or should their design be malleable enough to do it the way we prefer?

Of course this a question of Change, and as I have recently changed from Blackberry to Android, I have been asking myself this a lot.  Is there a better way to do what I do, or can I find software that will allow me to configure the platform the way I want.  Of course we shouldn’t reject the idea that there maybe a better way of working, but patterns and habits are Nature’s way of helping us to be efficient and good software design does not intrude, it enables.  That is one reason why Apple has been so successful, because it has managed to make most of its designs appear simple.  Of course, this simplicity is illusory, but most of us aren’t interested in how things work, simply that they do.  I have to say, that after a couple of weeks of wrestling with the various configurations and potential apps, I am pretty pleased with how I have been able to configure my new Galaxy S3, and I certainly feel that I can do more things, more quickly because of it. 

So, sometimes a change is good for us, and sometimes we just know the quickest easiest route and the technology companies just need to enable us to use it.  As new technology is introduced, so new possibilities are born; things like the GPS can give us a whole new set of options whether we are walkers, drivers or fleet operators.  This challenge of making interfaces easy also exists when we are designing our processes and procedures. These should make it simple for staff and more importantly customers to deal with us and never get in the way.   I have recently chosen not to do business with a number of sites that just make it too fiddly to do business with them.  Make sure your business is a pleasure to do business with!

Resources:

  1. Windows 8 Start key

Man and machines

Tuesday, October 23rd, 2012

I was listening to an interesting discussion yesterday about the nature of technology and change, which are inextricably linked.  They were describing the way that technology was changing our world, uniting people, speeding up communication etc.; all very familiar sentiments till you realised these words were describing the introduction of the telegraph over 100 years ago!  Technology and change has been with us for a long time, it just moves faster now and lulls us into a false sense that we can deal with it. 

One of the most interesting thoughts was that the most complex piece of technology was the modern city and that this was created by the intersection of the car and the elevator.  There are a series of ‘backbones’ such as roads, drains and other major bits of infrastructure on which we hang all our buildings and other creations.  We then weave our lives and our businesses around these.  We are always, literally, building on the past.  A city is made up of an almost infinitely complex set of interactions and is a mix of hardware and software (us!) and thus can appropriately be thought of as a  bit technology.  It is certainly a system.

The thought I had was that on a simpler level, even a small business is made up of the same elements.  We have the interaction of people, systems and technology, of time and place.  Because we are used to them we don’t realise the complexity of the interactions required to keep the ‘machine’ working.  If one person has a bad day, it can spark off a string of consequences that can affect the whole system and affect its customers or suppliers. By chance, later that day, I was talking to a businessman who specialises in major infrastructure projects and we agreed that despite all the clever engineering and design, the one element that always tends to be overlooked is the people part of the equation.  Never underestimate the power of people to slow down change if you don’t handle them properly..

Olympic Reflections 2012

Monday, August 13th, 2012

It isn’t like me to watch opening or closing ceremonies (indeed, to be honest, I can’t say I usually engage with the Olympics) but London 2012 managed to grab me, and many of my fellow countrymen.  I was moved by last nights closing ceremony, especially when John Lennon’s voice joined the World with his rendition of “Imagine”.  It wasn’t all to my taste but I loved the way they took anthems from older, iconic artists and had them performed by today’s stars, such as the Kaiser Chiefs singing “Pinball Wizard”.  I’m sure the whole world sung and clapped to Queen’s “We will rock you”, and it was fabulous to hear that Roger Daltrey and the Who could still ‘bring it’!  I was immensely proud of what this country put together to present to the world and it has undoubtedly brought the country, and who knows, maybe the World, together for a while.  We will have to see what lingers and what withers. 

It was good that the arrangements worked.  I have heard about the ticketing frustrations, and don’t think I could have felt good about standing for more than an hour to get an over-priced MacDonald’s, but it was clear that the crowds of attendees at all the venues and on the roads and parks of London added hugely to the event and perhaps even shaped the results with their incredible support and involvement.  I’m proud and comfy being British, but often am frustrated by my compatriots’ behaviours, but I think we can all  feel very good about the last 16 days.  We did offer the best of ourselves to the world.  I can only remember a few occasions in my lifetime when we have come together like this such as the engagement of Charles and Di, and various jubilee days, and for a while, we felt a very different vibe in the air.

It would be nice to think that something permanent has changed as a result of these games.  There have been physical changes to the infrastructure of east London which will no doubt be to the good, and perhaps the ‘cool’ centre of London is drifting eastwards. It would be nice to think that some of us are inspired to a healthier lifestyle, or that we feel more confident in what the power of imagination can bring into being. Britain’s reputation for design and style is enhanced, because this is an area in which can compete with anywhere in the world and will always be in demand.  It is perhaps a better foundation on which to build our economic destinies than the corrupt  rootstock of banking. 

Here is what the foreign press had to say about it all:-

The Australian, Peter Wilson: British take gold as best Olympics Games hosts

“It is one thing for the British to thrash Australia in the medals table of the London Olympics. But now the Games are over, it is just as clear they have knocked Sydney off its pedestal as the best host of a modern Olympic Games. As awful as it is to admit, London 2012 was bigger, slicker, almost as friendly and more thoughtfully planned than Sydney in terms of the legacy it will leave the host city… It is, I’m afraid to say, bronze for Barcelona, silver for Sydney, and gold for London.”

The Age, Australia, Greg Baum: It’s been a right bang-up job

“London, you didn’t half do a decent job. These Olympics had Sydney’s vibrancy, Athens’s panache, Beijing’s efficiency, and added British know-how and drollery. With apologies to Sydney, they might just represent a new PB for the Olympics. The Games were preceded by the usual fatalistic anticipation of a cock-up. It proved groundless. Moving masses of people around a mazy city was expected to be a nightmare but London made it look effortless. Security was plentiful but low key. The army, called in to meet a shortfall, proved to be Britain’s finest ambassadors.”

Washington Post, USA, Mike Wise: London 2012 taught us about legacy, humor and courage

“The host country truly was Great Britain. London delivered a rousing Olympics. I wasn’t in Beijing, but the consensus is these were the most organized, enthralling and enjoyable Games since Sydney in 2000.”

New York Times, USA, David Segal: Britain Takes a Final Bow

“One of the great stories of these Olympics was the effect they had on England itself. Triumphalism does not come naturally to this country, where the cultural stock in trade has long been dignity in defeat. This, let’s not forget, is a nation where one of the most beloved poems is Tennyson’s “Charge of the Light Brigade,” which valorizes a military rout at the hands of the Russians. The Games have hit this country like an extra-strength dose of a mood-enhancing drug.”

he Globe and Mail, Canada, Doug Saunders: Olympic elation envelops host nation

“On a patch of land scarred black by the industrial revolution, bombed flat by Hitler and denuded by decades of poverty and neglect, a country with little money and less self-confidence held the world’s most expensive and difficult sporting event. And when it ended in a spectacle of pomp-free pop and quintessentially East London polyglot pageantry, there was a very surprising national sense of elation.”

National Post, Canada, Bruce Arthur: Britain pulls off an Olympics to remember

“This was a brilliant Olympics, in almost every way: wonderful crowds, marvellous volunteers, logistical coherence, a galvanizing performance by the home side. There were some goof-ups, sure. London mayor Boris Johnson got stuck on a zip line, and compared women’s beach volleyball players to glistening wet otters; the cops lost the keys to Wembley Stadium; early on, someone mixed up the North and South Korean flags. Buses occasionally went missing, and trains were occasionally delayed. But there is always a fraying, and the whole held together.”

New Zealand Herald, David Leggat: Three cheers for a job well done

“Hats off to the Lord Coe and his Locog planning chums. They can put their feet up knowing London did itself, and the Olympics, proud…What was out of whack was the hugely lopsided work of the BBC. They didn’t just drop their cloak of impartiality; they biffed it over the bridge. Interviewers wore Team GB shirts and chatted to sixth or seventh-place finishers while races were still on. “We” was everywhere. It was cringeworthy, and unworthy of the organisation.”

China Daily: Grand finale brings Games to an end

“Despite concerns about the creaky transport system and a shortfall of private security guards, which forced the government to call in thousands of extra troops to help screen visitors, the Games have so far passed by fairly trouble-free. “A furore over empty seats at several Olympic venues blew over, especially once the track and field showcase kicked in and drew capacity crowds for virtually every session.Even the weather improved as the Games wore on. Bright sunshine has graced the closing weekend of a festival that has helped to lift spirits in Britain.”

Corriere della Sera, Beppe Severgnini: Thank you London: a lesson for the pessimists

“This Olympics was a success for Great Britain…the capital had wanted to throw a party for the world. And when we’re talking about parties, ceremonies and festivals, the English are unrivalled…The Olympics was a moveable feast, more Hemingway than Dickens. I have to say to my English friends, when they have recovered from the festivities (I can’t say in what condition), it’s only been two weeks from ‘Gosh we’ll never make it!’ to ‘Wow, we made it!’. And this, if you like, is the news. Once, confronted by a difficult task, the English would be worried…today they are not hiding any more…Congratulations, and thank you for a fantastic party.”

Source:  Daily Telegraph

London Olympics–lessons on Change

Thursday, August 9th, 2012

From the procession of the torch round the country where 8,000 people each carried it for 8,000 miles, and most people were within 5 miles of it at some point  (I personally have had it cross my path 3 times) to the opening ceremony, the organisers have tried to engage the population in a feeling that this is their Olympics.  Interestingly, the reach of the games has gone considerably beyond London, right down to Weymouth.  They have made sure that the road races and swimming  have used venues that the general public can access like Box Hill and the London parks and the public have rewarded them by turning out in huge numbers. The net dividend of all this is the country is truly engaged in and excited by the event. 

I have heard it argued that the National Lottery funding has helped build venues and support sport in a way that the Exchequer never could and the success this has lead to (48 medals so far and third place in the league table) has also done much to engage and excite people.  I have found myself watching all manner of minority sports on the 24 dedicated channels, which also increase people’s access.

So we have and emotionally resonant opening ceremony together with good access and success on the field and the net result is engagement and ownership.  If you are contemplating initiating Change in your business, then you need take a leaf from this Olympics in how you construct your program and prepare your ground.

The NHS could save 6,000 lives a year with one small change!

Friday, July 27th, 2012

The Royal College of Physicians and the Royal College of Nursing have announced today that simply agreeing to use one single, common patient bedside health chart (instead of the more than 100 currently used) across the country could save up to 6,000 lives a year!  It seems amazing that in the 21st century this is news.  Obviously staff move from one hospital to another and to see the same information presented in the same format everywhere they work obviously saves time and confusion.  Imagine if car manufacturers kept changing where they put the steering wheel or the speedometer…? 

It is a breath taking example of how steeping back and simplifying can save time and money.  I have no doubt it will take a lot more time time and money before the various authorities manage to agree to move forward with this simple step but of course, there are examples closer to home, probably within your own business.  Where can you simplify your processes?  Where can you introduce single common systems across your organisation?   Having worked in large corporations I know there is a constant tension between local ‘big wigs’ who want information presented how they want it and the Head Office who want single systems, but these often move far too slowly and are unresponsive to their users needs. 

Systems should be reviewed regularly to see if they are fit for purpose, users should be involved as they will know where there are problems.

Resources:

  1. Telegraph article
  2. BBC Story

“Simplicity is the ultimate sophistication.”  Leonardo da Vinci

“Everything should be made as simple as possible, but not simpler.”  Albert Einstein

The 12 Laws of Karma

Friday, July 13th, 2012

I saw these posted today and obviously they have all sorts of major religious and philosophical importance, but if you are able to set that aside and just think about them, they contain not just wisdom but some pretty practical tools for Change.  They are worth dusting off and and applying.

1) THE GREAT LAW

“As you sow, so shall you reap”. This is also known as the “Law of Cause and Effect”.
Whatever we put out in the Universe is what comes back to us.
If what we want is Happiness, Peace, Love, Friendship…Then we should BE Happy, Peaceful, Loving and a True Friend.

2) THE LAW OF CREATION

Life doesn’t just HAPPEN, it requires our participation.
We are one with the Universe, both inside and out.
Whatever surrounds us gives us clues to our inner state.
BE yourself, and surround yourself with what you want to have present in your Life.

3) THE LAW OF HUMILITY

What you refuse to accept, will continue for you.
If what we see is an enemy, or someone with a character trait that we find to be negative,
then we ourselves are not focused on a higher level of existence.

4) THE LAW OF GROWTH

“Wherever you go, there you are”.
For us to GROW in Spirit, it is we who must change – and not the people, places or things around us.
The only given we have in our lives is OURSELVES and that is the only factor we have control over.
When we change who and what we are within our heart our life follows suit and changes too.

5) THE LAW OF RESPONSIBILITY

Whenever there is something wrong in my life, there is something wrong in me.
We mirror what surrounds us – and what surrounds us mirrors us; this is a Universal Truth.
We must take responsibility what is in our life.

6) THE LAW OF CONNECTION

Even if something we do seems inconsequential, it is very important that it gets done as everything in the Universe is connected.
Each step leads to the next step, and so forth and so on.
Someone must do the initial work to get a job done.
Neither the first step nor the last are of greater significance,
As they were both needed to accomplish the task.
Past – Present – Future
They are all connected…

7) THE LAW OF FOCUS

You can not think of two things at the same time.
When our focus is on Spiritual Values, it is impossible for us to have lower thoughts such as greed or anger.

8) THE LAW OF GIVING AND HOSPITALITY

If you believe something to be true, then sometime in your life you will be called upon to demonstrate that particular truth.
Here is where we put what we CLAIM that we have learned,
into actual PRACTICE.

9) THE LAW OF HERE AND NOW

Looking backward to examine what was, prevents us from being totally in the HERE AND NOW.
Old thoughts, old patterns of behaviour, old dreams…
Prevent us from having new ones.

10) THE LAW OF CHANGE

History repeats itself until we learn the lessons that we need to change our path.

11) THE LAW OF PATIENCE AND REWARD

All Rewards require initial toil.
Rewards of lasting value require patient and persistent toil.
True joy follows doing what we’re suppose to be doing, and waiting for the reward to come in on it’s own time.

12) THE LAW OF SIGNIFICANCE AND INSPIRATION

You get back from something whatever YOU have put into it.
The true value of something is a direct result of
the energy and intent that is put into it.
Every personal contribution is also a contribution to the Whole.
Lack lustre contributions have no impact on the Whole, nor do they work to diminish it.
Loving contributions bring life to, and inspire, the Whole

Resources:

  1. http://blog.shamaninja.com/27/the-12-laws-of-karma/

Is 60 just another birthday?

Thursday, July 12th, 2012

I celebrated my 60th birthday a month ago.  I can’t say it was a milestone that I was looking forward to reaching.  I grew up when the Beatles sang “When I’m 64..” when we all considered that unimaginably old!  It used to be that the one good thing about this landmark birthday was you got a free bus pass.  It seems that that too has changed.  What did I get to mark my 60th from officialdom?  A bowel cancer self test kit!!  I went straight to the cellar and broke out the Moet!  I can’t argue that they are not a good idea.  Bowel cancer is a preventable killer, and my own father died from it, but you certainly get a funny looks when you you show it to the driver of a number 64 bus. 

I’m lucky in belonging to a generation for whom 60 is not really that old.  I certainly have less hair, and it is somewhat greyer, but by and large, I’m still fit enough to enjoy the extra time and resources I have as my children begin to march into adulthood; two have now finished uni’ and the youngest has  only a year to go.

I’m wondering what advantages there are to being 60?  Is it really a big change or just another day?  I’d love to hear your thoughts and experiences.

Change Lessons from Harlequins – Tony Copsey (ex MD)

Wednesday, July 11th, 2012

This is the second in a series of interviews where I interview a number of the people who played a part in Harlequins remarkable turnaround from the team that was relegated in 2006 to the team which won the premiership this year.  This was a 10 year journey and it can teach us come interesting lessons.

Tony was a professional player for Llanelli, Saracens and Wales.  He came to Quins a few months after Mark Evans to help him in the transformation, with Tony focusing on the off-pitch aspects of the change.  Whilst one might imagine that a rugby club is all about winning on the pitch, the interesting thing is that in order to do this they require resources to invest in players and facilities, both for the team and the spectators.  Unless you have an owner with deep pockets, there is therefore a very strong link between their ability to generate income and the on field results.

Tony’s job was to ensure that the Stoop (their ground) was a place that people wanted to come to, where they enjoyed their match day experience regardless of the result on the day, because this bought the Director of Rugby time to get the right players in place.  Over their tenure Evans & Copsey drove the gate up from 3,000 to nearer 12,000 a game.  He also pointed out that he had to try to make the facility make money during the week when there was no game from things like conferences and events.

Effectively, there was a team behind the team on the pitch who sold the tickets, did the marketing, wooed the sponsors and did the PR, in addition to feeding and watering the public on match day.  Tony explained that a lot of work went into ensuring no one was more than 40 yds. from a beer or a sausage (metaphorically speaking) and that they didn’t have to wait too long to get served.

They did a lot of work on what the brand Harlequins stood for and what their values were and how this translated into the day-to-day behaviours of the staff.  He also explained the importance of senior players in helping to model the ‘right’ way to behave and help discipline the youngsters about what it means to wear a Quins shirt.  There is a lot of talk about their exciting brand of rugby, and the press is full of people singing the praises of Chris Robshaw, their captain, who now also captains England.  He is a walking embodiment of these values and is fine example of what Tony was describing.

An interesting observation was that emotion is a powerful force in buying decisions where sport is concerned so if you want to attract sponsors, you have to create a club that people care about, and are excited by. 

Tony was also constantly reviewing the back office team’s roles and tuning them to the needs of the club as their situation changed.  Getting the right processes in place and the right people was key.  He aimed to try and make his staff the kind of people that got headhunted.

I hope to be able to continue this analysis over the coming weeks

Previous interviews:

  1. Mark Evans

Change Lessons from Harlequins – Mark Evans ex-CEO

Monday, June 11th, 2012

As a Change professional, and a keen rugby fan I have been fascinated by the journey Harlequins Rugby club have been on for the last 10 years  or so.  Of course, now Harlequins are the premiership champions and have provided 9 players to the latest England squad currently touring South Africa, both the press and commentators have been talking about their  phoenix-like rise from relegation to the championship in 2005 and the ‘Bloodgate’ debacle in 2009.)  It is a great story but I knew it couldn’t have been that simple and wanted to understand a bit about the hard work and journey behind this ‘overnight’ transformation… that took 10 years hard graft!  So I went to talk to Mark Evans, who was the man with his hand on the tiller.

In the days of amateur rugby, the Quins were a pretty successful club, who drew their players, from all over the country, but who largely worked in the city, and had a reputation for being rather ‘posh’.  However, once the professional era came, their systems simply didn’t support success in the new era.  A club that drew a crowd of a little over two thousand, simply couldn’t afford the players they needed to win.

Mark arrived with a very clear view of what needed doing:-

  1. Start to change the ethos and perception (2000)
  2. Begin to build a youth development programme which eventually became the Academy which a decade on  produced 12 players of the Premiership Final  squad of 23 (2001)
  3. Begin an outreach programme to local clubs across the region rather than schools to drive crowds to make club bankable. (2001)
  4. Build a new stand (there were three built in total, between 2003 and 2010) so capacity went up in stages.
  5. Increase the playing budget (from 2006)
  6. Secure a new training ground (2010)

Interestingly, throughout his 11 year tenure, he did no more than tweak this strategy.  He was able to depend on the support and understanding of the club owners to weather the storms on this long journey.  He realised that there was a possibility that, en route to success, the club might get relegated but saw this as a bump in the road.  When you recognise that this kind of thing might happen, you don’t need to panic when it does.

Over the years that I’ve been going to watch them, which happens to pretty much coincided with Mark’s time at the top, I’ve seen two (of the the three) new stands built.  The ground has a capacity of around 15,000 and regularly gets gates of over 12,500, and on this championship run, has often been sold out.  There is a policy which involves local schools.  They can also now fill Twickenham (82,000) for their Xmas holiday game and, together with Saracens, this year they claimed a record for the biggest club game in the world of 83,761 at Wembley (I was there too!)  So support, and therefore revenue was ticked off Mark’s list.

They now have a state of the art training ground at the Surrey Sports Park in Guildford and an academy that is producing a crop of fabulous young players.

From my perspective this is an unusual story because it was driven from a single plan by one man, supported by the key stakeholders.  He was fortunate in that he arrived at the right time, and the need for change was clear for all to see.

He also has a very pragmatic view about how success should be measured.  There are the very clear measures I laid out above, but he also recognises that whilst fans measure success in cups won, in  knock-out competitions, you can’t expect to win cups every year.  What you can do, is to expect to be challenging for them in the knockout stages, as Leicester have done, competing in 8 consecutive premiership finals! 

I asked him why he left when he did and he had a similarly clear answer to that.  He recognises that people have different strengths and the kind of person that is really good at transformation, is not necessarily the right man for the next stage of the journey, which is a much more ‘steady as she goes’ kind of phase. 

Mark made it clear that this was not something he did on his own but the result of a lot of hear work from a lot of people, including Tony Copsey, Dean Richards, Richard Varney, Jon Salinger, Jenny Winstanley, Laura Oakes, Julian Gent, John Kingston, Tony Russ, Tony Diprose, Collin Osborne, Anne McCarthy, Conor O Shea and the ever present FD John Dingle (and I’m sure many others including the squad of players!)

I’m hoping to bring you other perspectives on this journey from others involved in it over the coming weeks

Resources:

  1. Telegraph story: Also rans to contenders
  2. Wikipedia: the Quins

What the Gatso can teach us about Change

Tuesday, May 22nd, 2012

It is 20 years since these yellow Cyclopes were introduced to make our roads a safer place.  Well they have changed the way we drive but what have they achieved?  Roger Reynolds was the policeman in charge of the initial project, and he thinks “It’s a fiasco now”.

The first one was located on the A316, a road I know well.  It has a 40mph limit, but is a fast dual carriageway.  Initially, the cameras were set to only trip at 60mph and to curb the worst excesses.  The initial trial was set up on the Thames bridge and it recorded 22,939 drivers travelling at more than 65mph in 22 days.  The public were happy to support the initiative at this kind of level. 

One camera became 750 in the London area.  In 2000 600,000 motorists were caught, by 2007 it was 1,800,000!  At this level the fines were worth over £100m, and this began to change the focus.  As motorists grew used to them, the fines fell, and in order to maintain the money-flow, the trigger speeds were turned down from 40mph to 32mph!  In one spot on the M11 southbound one camera netted over £500k, but caused more accidents than before!

The public no longer supported this secret tax on motorists and guerrilla groups even began sabotaging them.  In 2007 the grant to local authorities for these cameras was cut and they were quick to realise that their electorate would prefer their taxes to be spent on other things and they were cut back once more.  Mr Reynolds, still believes they are a good safety tool but feels the way they have been used is wrong.

It isn’t enough to have a good tool, you have to use it in the right way if you are going to keep people on your side.  People have an innate sense of fairness and if you go against this you will loose their support.

“It ain’t what you do, it’s the way that you do it..”  Banarama