“process improvement within a wicked problem environment” by stephen hacker (chair, asq global)
DESCRIPTION
Keynote presentation by Stephen Hacker (Chair, ASQ Global) titled “Process Improvement within a Wicked Problem Environment” at the 3rd Continual Improvement & Innovation Symposium organized by Dubai Quality Group's Continual Improvement Subgroup to celebrate World Quality Day 2011.TRANSCRIPT
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Process Improvement within a Wicked Problem Environment
Stephen Hacker
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Getting to the Root of the Problem
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Wicked Problems
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Wicked Problems
• Stakeholders have radically different world
views and different frames.
• Constraints and resources change over time.
• Problem is never solved definitively.
• Every problem is essentially novel and unique.
• Economic, environmental, political
problems…requiring many to change mindsets
and behaviors.
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Wicked Problems
• The problem is not fully understood until after
a solution has been successfully employed –
full problem definition lacking.
• The problem has no stopping rule.
• Solutions are not right or wrong; think better
or worse.
• Every wicked problem can be considered to be
a symptom of another problem.
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Consider
• What are the ‘roots’ of your organizational issues?
• What process are you using to transform your operation?
• Where have you initiated transformation in self lately?
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We are taught to look at the ROOT of the Problem
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Strategies for Organizational Work
R
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T
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TIME
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TIME
Standardization Incremental
Improvement Transformation
R
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S
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T
S
TIME
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The marked change in the nature or function of organizational systems creating discontinuous, step-function improvement in sought after result areas.
What is Transformation?
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Transporting Goods
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Transformational Impact of the Wheel
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Incremental Increase Approach Has Its Limits
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Internal Combustion Engine
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Gökçe Sargat & Rita Gunther McGrath,
“Learning to Live with Complexity”
Harvard Business Review, Sept 2011.
Complex systems have always existed, of course-and business
life has always featured the unpredictable, the surprising, and the
unexpected. But complexity has gone from something found
mainly in large systems, such as cities, to something that affects
almost everything we touch: the products we design, the jobs we
do every day, and the organizations we oversee…Systems that
used to separate are now interconnected and interdependent,
which means that they are, by definition, more complex.
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From complicated (many moving part but operate in
patterned ways) to complex (interactions that are
continually changing). Complicated systems can be
seen in the electrical grid that powers a community or
flying a commercial aircraft. Six Sigma process and
traditional quality tools can be applied.
Complex environments have three elements:
Multiplicity – number of potentially interacting elements.
Interdependence – relates to extent elements are connected.
Diversity – the degree of their heterogeneity.
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The Transforming Environment
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Large Scale Civilization
7 Thousand Years Ago
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170 Years Ago
Industrial Revolution
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Humans by Era Average Lifespan at
Birth (years)
Upper Paleolithic 33
Neolithic 20
Bronze Age and Iron Age 35+
Classical Greece 28
Classical Rome 28
Pre-Columbian North
America 25-30
Medieval Islamic Caliphate 35+
Medieval Britain 30
Early Modern Britain 40+
Early 20th Century 30-45
Current world average 67.2
Life Expectancy
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Exponential Change
Time
∆
1800 1850 1900 1950
2000
Average Life Expectancy World Industrialized 1900 30 yrs 50 yrs 2009 67 yrs 78 yrs
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Exponential Rate of Change
Integrated circuit chips, memory storage
Evolution of life
Communication speed
Patent applications
DNA sequencing
Building construction
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Change is Accelerating
Social-Technical Transformation
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Organizations are Transforming Worldwide
Social Restructuring
Unified Markets
Technology Skip
Abundance of Goods
Abundance of non-survival time
Changing Political Structures
Maturing of Democracies
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Change is Accelerating
• The world is rapidly changing, complexity growing
• Individuals are shifting in outlooks, visions, skill sets, and consciousness
• Required proficiency - Transformational Leadership
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Social-Technical Change is Accelerating
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So, what will?
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The Five Critical Elements
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Cast a Transformative Vision
• Not incremental but transcends current state
• Full in expression and time targeted
• A measurable destination
• Has the taste and feel of a creation worthy of your life’s energy
• In alignment with individual purposes
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Expose the Burning Platform
• Answer the question, ‘Why do anything?’
• Paint realistic scenarios of non-action
• Recognize individuals have varying intensities given their situations
• Leadership can present update performance consequences
• Do not manufacture false burning platforms
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Create Robust Performance Measurement System
• Link processes and outcomes
• Cascade system from top to individual
• Have common format and metric types when possible
• Review on a regular basis seeking cause and effect…not blame and excuse
• Make visible and key to conversations
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Address Culture Directly
• Results are where they are based upon culture
• Leadership has formed a culture requiring coaching
• Work mindsets. Of the performance mindsets, intentional creation is most important to establish
• Engage the person
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Develop Plan to Close the Gap
• Work from the vision to point of departure
• Seek energy versus the best technical answer
• Determine degree of commitment
• Review plans with expectation of completion…if not competed seek understanding of will
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Transformational Design
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Self
Mastery
Value
Exchange
Interpersonal
Mastery
Change
Methodology
Transformation Cornerstones
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Situation Appraisal
Transformation Design
C.A.M.P. Pre-work
Creating
Alignment and
Attunement to
Maximize
Performance
Implementation
Management
Breakthrough
Continuous Process
Improvement
Standardization – Systems Mgt.
Adjustments
Planning
Process
Recycle
&
Renewal
On Going, Targeted Education, Training, and Development At All Levels
Leadership Team
Formation/Renewal
All-spirits
Information
Sharing
Performance
Management
System
Review
Process
Visible
Results
System
The Transformation Cycle
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Successful Organizational Transformation: The Five Critical
Elements; Marvin Washington, Stephen Hacker & Marla Hacker;
Business Experts, 2011
Transformational Leadership: Creating Organizations of Meaning;
Stephen Hacker & Tammy Roberts; Quality Press, 2004
Leading Peak Performance: Lessons from the Wild Dogs of Africa;
Stephen Hacker & Marvin Washington; Quality Press, 2007
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What is you Program of the Month?
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