The Stacey Matrix

In 2011, Professor Ralph Stacey published the Stacey diagram also known as  the Stacey Matrix.  His objective was to describe management techniques as they relate to the degree of agreement and certainty within the organizational environment.

Ultimately the concepts comtemplated within the matrix can be leveraged as a tool to assist with choosing between management or leadership approaches for a specific issue or decision.

Close to Certainty/Close to Agreement

In this zone the decision making is described as rational.  Using data from the past we predict the future and plan and monitor our actions accordingly.  Basically there is agreement to both the approach to making decisions and what the result will be.

Close to Agreement/Medium Level of Uncertainty

Decision making leans toward the judgemental.  We agree on the issues but are not sure of the outcomes.  Best judment is employed.

Close to Uncertainty/Medium Level of Agreement

In this case decison making is political and resolves around a certainty of available and achievable outcomes but there is a lack of agreemet as to which outcomes to persue.  So we manipulate.

High Uncertainty/Far from  Agreement

This is a zone of chaos where traditional methods of planning and visioning break down.  This is considered a zone of chaos. Typically the organizational culture becomes one of avoidance.  If this kind of decision making is continued over longer periods the results are usually disastrous.

Medium Uncertainty /Medium Agreement

This is where complex decision making occurs, most often the results are innovative.  In this zone traditional approaches like rational, judgemental and political do not work.  The decisions are in and of themselves arrived at with innovative and different approaches.  Operating in this zone requires leaders and mangers to be highly creative.

Discontent

Oscar Wilde (Irish poet and playwright) wrote “Discontent is the first step of progress of a man or a nation.”   This could lead to a conclusion the contentent equates to stagnation.

In all probability dissatisfaction with ones circumstances can motivate action.  This action can be foundational to progress on a larger scale.

Consider the invention of the wheel.  Prior to the wheel transportation consisted of walking.  Walking is tiring and can be a slow way to cover a great distance.

I need a better way

Some poor sole with aching feet, late for an appointment considers their plight.  There must be a better way to travel.  The discontent with walking leads to the invention of another way to travel great distances without inconveniencing the feet.

Not an Absolute

Discontent certainly can be one of the factors driving progess but it is by no means singular nor uniquely responsible for  human advancement.

If contentment reigned would progress be stifled.  I believe that is a real possibility the rate of progress might be diminished,  but certainly other motivating factors like ambition and the quest for answers would come into play.

Seeking improvement is not only motivated by a desire to resolve unsatisfying circumstances but undoubtedly it plays a role.  So, to Osacar Wilde I say perhaps the addition of “sometimes” ,in front of discontent, would make your statement more accurate.

Still an interesting thought even if not universally applicable.

SPOC

Single Point of Contact (SPOC) is a way for organizations to narrow the possibility that critical information might go to the wrong place.   It can be a person or a department.

A help desk for technolgy support is a good example of this.  A central help desk can ensure that issues (perhaps with a common root cause) are collected, recorded and initially triaged together.

This avoids multiple groups from working on the same problems in isolation of each other potentially causing rework or duplicate work or just confusion.

Single Point of Failure

A help desk can use special applications to track issues, automated, voice and email response together with resource scheduling to help ensure incoming issues do not get overlooked and enough resources are on hand to cover the volume of issues.

In the case of a single point of contact being an individual this is not the case.  Take for example the case where a specific skill and expertise (e.g., specialized business or technology knowledge) is limited to a single source.

Initial contact needs to flow through this source.  In these cases the benefits of SPOCcan be undermined by the fact you now have a single point of failure.

This can become a road block to responding to incoming requests, cause errors due to inadequate capacity to handle too high a volume of contacts and of course the biggest issue might be if the SPOC gets hit by a bus.

Is there someone with enough knowledge to fill in for them?

The bottom line is if you are using a SPOC be very mindful of, and mitigate against, the risk of having a single point of failure.  Typically is the risk occurs the results are not optimal to say the least.

Going with the default

Regular readers will be well aware in my belief we are accountable and control our destinies.  You choose how to interpret the world around you, so choose wisely.

Suprisingly though, it occured to me today, sometimes I personally prefer the default result.  That is not to say I give up my responsibilty for controlling my own destiny, just that on occassion I do choose to let fate decide.

What to do?

In its simplest form, personal decision making is just an answer to the question, what should I do?  Gathering the data, weighing the options, considering the pros and cons is my normal path.

The logical analysis is more objective and less emotional . In some cases where an easy decision is not apparent, that is you are on the fence,  maybe letting circumstance drive the conclusion is not a bad approach.

For Example

We are living longer lives, this is a stastical fact in most of the worlds highly developed countries.  Most of these countries have built structures around retirement at age 65.

Things like pension, old age medical benefits, price discounts, etc, are all designed with the target age of 65.  Or I should say they were, that is slowly changing with talk of 70 being the new 65.

So, the question arises. for some, retire at 65 or even a bit earlier or keep working and retire later.

If you are on the fence, you could keep working until forcibly retired,  then the decision is made for you.  Easier, if not better.  Issue resolved by circumstance and no problem as you could go either way.

Revenue, Expense and Service

Most organizations, whether run for profit or otherwise, live or die on the balance between funds for operations, cost of operations and the quality of the resulting  product or service.

This applies regardless of the organizational function, e.g., government, corporate, charatible, educational, other non profit and so on.

Of course, governments are a bit of a special case in that they seem to be able to overspend without dire consequence, to a point anyway.  That is governments have a much larger tolerance for deficit spending than most other types of organization.

Getting the Balance Right

Given there are only three parameters, it might seem easy to set the organizational goals.  Simply put, maximize revenue, minimize cost and give the stakeholders what they want, i.e., the product or service provided by the organization should exceed the users expectations.

Not surprisingly, in practice, it is far more complex.  Before maximizing revenues or minimizing expenses both the sources and the integration income, cost and quality come into play.

Reducing cost could reduce quality, resulting in a lower price for the product or service and thus lower revenue.  Or higher quality could result in lower demand due to a higher cost of goods leading to lower sales due to affordabilty issues.

There are in fact a wide myriad of combinations and scenarios to consider.

Also revenues can come from a variety of sources, many which are somewhat out of the organizations control.  Things like donations, government handouts, revenue from sales of goods or services, investment income and the list goes on.

The point, developing clear and simply strategies and execution plans for managing the intricat dance between income, expense and outputs is not easy.

Ultimately though, no matter how difficult, of all the things an organization does, strategizing, planning, executing and monitoring expenses, revenues and quality is the most critical activity to ensure organizational success.

 

Seeing the Future

The past is indicative of the future.  Looking backwards can guide you forward.

Most investment information, things like analyst reports, prospectus, financial projections often carry warnings about forward looking statements.

The purpose of this caution is really to mitigate litigation.  You told me this investment would have a 19% return.  The future predictions I speak of are not quesses with a bias, but rather informed based on events.

Behaviour Focused Interviewing

More and more hiring managers are using behaviour focused interviewing and associated research into a candidates past accomplishments.

The results of a number of studies show a direct correlation  between  behaviour focused interviewing and new employee retention  and performance results.

This technique is simply leveraging the concept that the past can be used to predict the future.  For example if a person has a track record of success under stress if you hire them into a role with a lot of stress it is not a stretch to expect them to be successful.

Not Infallible nor Absolute

The idea that the past equals the future can be a very dangerous postion to about.  Indicative simply means a specific result might be more likely and is worth considering.  It does not mean the future result will be a certainty.

Past performance, be it an employee, stock price dividend or even a winning race horse can definitely lower the risk of you making a failed choice as is frequently noted with  forward looking investment advice, do not throw caution to the wind.

 

Measuring Leadership

We praise and admire the practice of leadership.  We seek out leaders and appreciate being part of a culture, organization or other group where positive and effective leadership is evident.

Yet, exactly what makes us admire and praise someone for demonstrating leadership.  Specifically what measure is used, objective, subjective or a combination.

In the case of subjective measures is there not a risk of judgemental error? That is we might classify someone as a strong and effective leader only to find out later, they really are not.

Objective Measures

Purely objective measures could provide greater confidence in our assessment of a leaders greatness.   The question remains, what are these things and how do we measure them?

I urge you to try an experiment to help answer this question.  Take some time and list the five greatest leaders you know.  There are no restrictions on this.

That is, organizational or granted power (e.g., a police chief) should not be considered.   List five leaders because you believe them to meet your definition of a leader and they stand out within the hundreds of people you might consider to be leaders.

That is, create a short list.  The next step is to write beside each name a brief explanation of the thing that makes them a great  leader and your qualification (measure) of why it is great.

I have asked many friends acquaintances and past colleagues to do this.  The result is always the same.  The selected leaders were the cause or catylst of  some accomplishment which was viewed by their selector as significant.  The measures and exact rationale for the significance varied widely.

Does anyone really know what constitutesa great leader?

Providing Service

Canada is a wonderful and highly rated country, deservedly so.  Highly rated in standard of living, freedom , multiculturalism, health care and the list goes on.

I feel lucky and proud to be Canadian.  It does puzzle me though,  for some reason, in spite all the good things about living in Canada, culturally we have great difficulty giving service to others (not free or chairitable services but paid services.)

Stereotypically Polite

There is a strong stereotype about Canadians being polite.  This is held both by citizen of the country and many foriegners.  Canadians are known to be quick to apologize and work hard not to offend.

In spite of this polite and mainly respectful attitude, as a populous we find it difficult to perform paid services for others when it is our role and we are expected and compensated to do it.

Whether recieving a service from a store, restaurant or just a home delivery to name a few of the most common types I always feel the service provider is sending me a message, whether spoken or by body language, “I am doing you a favour buddy, so suck it up and consider yourselve lucky I am helping you at all.”

In this fabulous country, where life is good, why can’t we sincerly want to do what we are paid for with joy and pleasure.  Those we serve are not doing us a favour and mostly we are being compensated for doing it.

Today’s Rant

Today’s rant is brought to you by Canada post.  To my mail delivery person, I am not doing you a favour by using the mail.  When you ring my bell wait a minute for me to answer, I am old and it takes a few minutes to get to the door.

When I get to the door and call out to you as you are walking away, don’t ignore me.  It may take you a few minutes to turn around but for me the fake deafness results in a trip to the post office, a wait in a long line and more dissinterested service.

Relaxing

“Relax” is a verb refering to behaviour that results in you becoming less, tired tense or anxious.   I wonder if you avoided stress in the first place, whether relaxation activities would be required.

Relaxing can address the symptoms but eliminating the cause of tension or anxiety resolves the root cause and seems to be a more sustainable solution.

But Wait

Another consideration is whether stress has value.  If it does, eliminating stress before it occurs could create a different problem.  Perhaps the cycle of stress and relaxation in and of themselves are needed and contribute to your personal well being.

It is a kind of a circular argument, but, I like to relax.  if I was never worried or stressed out, making me tired I would have nothing to relax about.  So I need to be stressed.

With no reason to relax, I would miss this enjoyable activity.  That might stress me out.  The cycle of stress and relaxation would still proceed but in reverse.

Is there an Answer?

Stress is an important part of your life.  Eliminating stress (supposedly addressing the root cause of your tension and anxiety) is not a solution.

Embracing stress, leveraging the motivation and emotions it drives, to drive achievement and personal satisfaction is the answer.  And of course falling back on the enjoyment of just relaxing from time to time keeps everything in balance.

 

Good Leaders

All of us rely on leaders in some way.  Like many animal species (humans are still animals after all) we form groups and somehow either through a natural or unnatural process (e. g. voting) someone assumes or is given the role (or perhaps roles in the case of multiple leaders).

Why do we need leaders?

Vision, mission, and  strategy are invaluable in all organizational situations.   From government, home, charitable to corporate and all types of organizations in between having a single point of reference to define, coordinate or facilitate the organizational road map  is only practical.

That is to say, multiple places where the buck stops has been proven experientially throughout history to be impractical. Consensus and collaberation are worthwhile ideals but ultimately even in collaberative high performing teams, the group looks to a single point.

What defines a leaders success?

Everyone has unique requirements of a leader.  This is why self awareness is such a critical skill for leaders.  Understanding what the people want, person by person is the first step.

Knowing the needs of others and facilitating their achievement is the foundational behaviour of great leaders.  Of course, there is more to it than just helping others achieve success, but also creating an understanding of what the objectives are.

Most simply put, leaders enable the achievement of success. Those that enable success the most seamlessly and where the results are most notable, are the best.