Stacey, from Culture Rx, was assigned to help me stay sane during this transition. She's brilliant and I was happy to meet with her over the phone today. It's funny. I had a list of things to cover and on that list was the logistics of the workshop - she also had that on her list. And our punch list items were nearly identical! That's how I knew I really liked her because she and I were on the same wave length!
1. Logistics - Jodi & Michael will need to stay in Topeka. I suggested something on Wanamaker as the rest of this town is pretty unpredictable and disgusting. She will send me a Power Point presentation and also some sludge buttons (I love buttons - I'm pretty sure that's what she said - that's what I wrote down so I do hope I'm not mistaken here. But if they are party hats instead of buttons that's even better because I do love a hat!) She will also send me some handouts that I'll need to get to the remote staff. We're going to use our cool WebEx virtual training center so the remote staff can participate and see, etc. Stacey thought Jodi would love our technology so I'm VERY excited to share it with her! We determined we'd have lunch brought in. I did ask if there were any special diet considerations on their end and she indicated Michael is a Vegan. Egads. I wonder if there are any Vegan places in town? We're kind of a Sirloin Stockade, Golden Corral kind of town. I know there are two vegetarians on our staff, so hopefully one of them can help me with this mission. She said Jodi isn't particular. I'm hoping she'll just eat a tub of chocolate ice cream with me for lunch!
2. I talked to her about what to do with our vacation/sick time. We don't have an accounting issue because we do not accrue it on our books. But it is there and accrued. We talked about allowing people to continue to use the time from September 1st when we go live with ROWE until December 31st. But I was nervous about that - if everyone is working under ROWE AND taking vacation/sick time I fear we'll get behind on work and everyone will pretty much be gone all the time trying to hurry and burn up their vacation/sick time. (It's that whole sense of entitlement thing that drives people to do that kind of thing). I suggested we just take it away, but leave the accrued vacation hours on the spreadsheet in case ROWE doesn't work and we have to revert back to a traditional (boring, non-productive, undesirable) work culture - then everyone would just pick up where they left off. We finally decided that I would just watch peoples' reaction on Tuesday and listen to the buzz around the office after they had read the book. Based on reactions and buzzing, we could then decide how to handle this matter. I haven't taken a vacation yet this year personally - and have a TON of hours - I'm willing to forfeit them to go to ROWE - hopefully others see it the way I do.
3. I was concerned about medical leaves and returning to work, etc. Lump in this conversation short and long-term disability. We decided that we could still require people to provide a doctor's note releasing them to return to work if they were absent for more than 3 days. We do that to ensure they are fit to work and don't end up hurt or sick and then sue us. Stacey agreed that we should continue this policy. We don't offer short-term disability, but some staff could have it through their voluntary benefits. We do offer long-term disability. Stacey admitted that it can get tricky with these two benefits because people are often-times able to work from home, so the insurance company then hassles them about paying the disability, etc. She said to just keep them intact for now and handle them on a case by case basis. While I don't see it as anything we will face in our near future - anything is possible and I just hope it doesn't turn into a major ordeal if we have to handle a situation like this.
4. We talked about our announcement to the staff next Tuesday. I asked her if she thought it would be appropriate for me to read an excerpt from the book as an opening. She thought that would work well and that I should also state why this is good for the company and why it is good for them. Then hand them the book and tell them their homework is to read it before August 31st.
5. We then talked about a situation we currently have wherein we offer up "extra work" for a cash bonus. We do this when unforeseen projects come up and threaten to derail our other major projects/deadlines. She thought we could continue to do this once in a while but to be aware that people might intentionally start using the system to ensure they get "extra" work and that cash bonus. Good point. I'm glad she brought it to my attention!
I am SO excited for next Tuesday. I think I'll see if my colleague will video tape the announcement, because I'm not sure I'll be able to absorb every person's reaction there on the spot. My bagful of excuses is going to be on vacation next week and unable to attend the meeting. I really want him there - we're day two into me prodding and encouraging him to give up and hour of his vacation to conference in. The excuses are amazing - wife doesn't like it (she will when she hears what we had to say)
- cell phone doesn't have coverage there (try a land line - they're amazing)
- other parties in his traveling party don't like it (don't know them - don't care)
- the meeting is too long (it's an hour - you'll survive)
- I've forgotten the others
I hope he makes it to the meeting and I hope he can make this transition.
6 days to announcement!!! And actually - only 3 business days!!!
Thank you to Stacey for all the wonderful advice today!
Wednesday, July 28, 2010
One Week Before Announcement!
Wow. Seriously almost an entire week has passed since I last posted. That's just what happens when you are in a ROWE - totally lose track of the days - that's what my new friend Stacy at Culture Rx tells me! And I cannot wait to find out for myself!
Monday I got stuck at a baseball tournament unexpectedly so I was dashing around juggling meetings and appointments so I could be at that tournament. Do you know that I did it! I juggled it all. I did not feel one ounce of guilt for it either. It's liberating! Not feeling guilty is a wonderful thing.
Tuesday I went to the new office space to see the suggested floorplans and layouts they had put together. They looked great so now they are trying to price it all out. Gosh I hope they can find what we want/need within our budget. I'm starting to get nervous because we don't have it all finalized and yet we're taking the staff over there next Tuesday morning. I explained to the design group that it was critical we walk in there with a plan. We can't be hauling the group over there and then, when asked where everyone will sit and what it will look like, respond with "we dunno". Hopefully they get it done - I better call over there tomorrow just to prod them along.
Tuesday most of my direct staff and I participated in a demo conducted by Parature. The demo was of their hosted Help Desk solution. It is awesome!!! 360 degree help desk so customers can help themselves and track their own tickets to see progress, etc. It also integrates with Facebook and other social media channels. I'm very excited to further investigate this type of solution. I fear the Parature solution is outside our budget based on some initial pricing the sweet gal gave me, but we're going to put together and RFP and submit it to them anyway. I mentioned it to one of our sales guys and he said it sounded cool and he was very excited about all the changes. I told him to go close some deals so we can move forward with ALL of the changes. :-0
My fuse was short with one of my staff members AGAIN yesterday. He really is a bagful of excuses. At one point during a conference call I was literally pulling my hair and laying my head on my desk. And all I could think was, "I cannot WAIT until we go to this ROWE because in that environment I'd bet he figures out how to get things done in the time frame provided. And when it's HIS time at stake, I bet he doesn't sit on the phone with me for hours upon end being obtuse and coy." I'm unamused. Needs more time. I finally just snapped and said we were going to be moving very fast and very furiously and we don't have time to offer extensions on every project - they just need to get done so we can move on to the next project.
The Work Sucks (and how to fix it) books arrived!!! 20 beautiful books neatly packed in a box. I tore into the box and just stared at them. It's real! It's happening. And I adore those books. I caressed a few of them. And I need mine back from the Chairman. I'm LOST without it! I wanted to look something up in it today and I couldn't. (I was not in the office today so I couldn't look it up in one of the 20 books sitting in the box either!) I checked on his progress yesterday - he had not ready but maybe 2 chapters since I loaned him my book last Thursday - but he assured me he likes what he's read thus far. I really hope he gets it done before Tuesday. I better follow up with him tomorrow or Friday also.
Up next - conference call with Stacey from Culture Rx. OH - but Cali sent the contract to me - I signed it and my colleague took pictures of me signing it - just my hand holding the pen and signing my name!!! It can be a part of the scrapbook we're putting together!
Monday I got stuck at a baseball tournament unexpectedly so I was dashing around juggling meetings and appointments so I could be at that tournament. Do you know that I did it! I juggled it all. I did not feel one ounce of guilt for it either. It's liberating! Not feeling guilty is a wonderful thing.
Tuesday I went to the new office space to see the suggested floorplans and layouts they had put together. They looked great so now they are trying to price it all out. Gosh I hope they can find what we want/need within our budget. I'm starting to get nervous because we don't have it all finalized and yet we're taking the staff over there next Tuesday morning. I explained to the design group that it was critical we walk in there with a plan. We can't be hauling the group over there and then, when asked where everyone will sit and what it will look like, respond with "we dunno". Hopefully they get it done - I better call over there tomorrow just to prod them along.
Tuesday most of my direct staff and I participated in a demo conducted by Parature. The demo was of their hosted Help Desk solution. It is awesome!!! 360 degree help desk so customers can help themselves and track their own tickets to see progress, etc. It also integrates with Facebook and other social media channels. I'm very excited to further investigate this type of solution. I fear the Parature solution is outside our budget based on some initial pricing the sweet gal gave me, but we're going to put together and RFP and submit it to them anyway. I mentioned it to one of our sales guys and he said it sounded cool and he was very excited about all the changes. I told him to go close some deals so we can move forward with ALL of the changes. :-0
My fuse was short with one of my staff members AGAIN yesterday. He really is a bagful of excuses. At one point during a conference call I was literally pulling my hair and laying my head on my desk. And all I could think was, "I cannot WAIT until we go to this ROWE because in that environment I'd bet he figures out how to get things done in the time frame provided. And when it's HIS time at stake, I bet he doesn't sit on the phone with me for hours upon end being obtuse and coy." I'm unamused. Needs more time. I finally just snapped and said we were going to be moving very fast and very furiously and we don't have time to offer extensions on every project - they just need to get done so we can move on to the next project.
The Work Sucks (and how to fix it) books arrived!!! 20 beautiful books neatly packed in a box. I tore into the box and just stared at them. It's real! It's happening. And I adore those books. I caressed a few of them. And I need mine back from the Chairman. I'm LOST without it! I wanted to look something up in it today and I couldn't. (I was not in the office today so I couldn't look it up in one of the 20 books sitting in the box either!) I checked on his progress yesterday - he had not ready but maybe 2 chapters since I loaned him my book last Thursday - but he assured me he likes what he's read thus far. I really hope he gets it done before Tuesday. I better follow up with him tomorrow or Friday also.
Up next - conference call with Stacey from Culture Rx. OH - but Cali sent the contract to me - I signed it and my colleague took pictures of me signing it - just my hand holding the pen and signing my name!!! It can be a part of the scrapbook we're putting together!
Thursday, July 22, 2010
Nothing a Little Sugar Can't Cure (the hiccup, that is)
Met with the Chairman today. Gave him the whole back ground on this journey of mine leading up to the introduction of ROWE. He listened intently and with sincerity - like he always does - because he is a man of heart and reason. He was excited! He couldn't wait to get his hands on the book - but for some reason I was having trouble handing it over. I don't like loaning out my book - HA! It's like my Bible or something. I like to look at the highlighted words, and then look between the highlighted words to see what I may have missed the first go around. And then I highlight some more. I imagine that soon, the entire book will be yellow!
But I handed it over at the end of our conversation. He asked what he could do to help. I indicated he could read the book and then come back to me with questions or concerns and I would talk through those with him - but ultimately I need and want him to be a cheerleader for this - but I want it to be genuine and sincere. He committed to read the book and get back with me. I think I might have noticed a slight skip in his step as he left my office!
He then hopped immediately on e-mail and sent his son and business partner in his other business the name of the book and recommended they also read it right away because they are having some cultural issues in that business as well. He asked me to confirm this is a good idea before he hit "send" - I assured him it is an AWESOME idea!!!
I can't WAIT to hear his feedback after he's read the book! I hope he's at home reading it right now!
We have started toying with Google Apps here in the office - slick online tool! I set up a site for the sales staff, posted a few things out there and also put all the tools and documents they need to do their jobs on their site! Monday I will walk them throught it and I hope they find it as helpful as I want them to!
Sat in on a webinar about Social Media in service today - very fascinating. I wonder how many of my staff also listened in as I suggested they do. It will be interesting to hear their reactions and thoughts to this. Add that to the list of things to work on - Social Media - B There or B Square.
And I've signed us up for a demo of a hosted Help Desk solution - I really hope people are starting to catch on to the fact that we're serious about change and we're moving at lightening speed!!!
Great Day!
But I handed it over at the end of our conversation. He asked what he could do to help. I indicated he could read the book and then come back to me with questions or concerns and I would talk through those with him - but ultimately I need and want him to be a cheerleader for this - but I want it to be genuine and sincere. He committed to read the book and get back with me. I think I might have noticed a slight skip in his step as he left my office!
He then hopped immediately on e-mail and sent his son and business partner in his other business the name of the book and recommended they also read it right away because they are having some cultural issues in that business as well. He asked me to confirm this is a good idea before he hit "send" - I assured him it is an AWESOME idea!!!
I can't WAIT to hear his feedback after he's read the book! I hope he's at home reading it right now!
We have started toying with Google Apps here in the office - slick online tool! I set up a site for the sales staff, posted a few things out there and also put all the tools and documents they need to do their jobs on their site! Monday I will walk them throught it and I hope they find it as helpful as I want them to!
Sat in on a webinar about Social Media in service today - very fascinating. I wonder how many of my staff also listened in as I suggested they do. It will be interesting to hear their reactions and thoughts to this. Add that to the list of things to work on - Social Media - B There or B Square.
And I've signed us up for a demo of a hosted Help Desk solution - I really hope people are starting to catch on to the fact that we're serious about change and we're moving at lightening speed!!!
Great Day!
Wednesday, July 21, 2010
Hiccup
We hit a slight hiccup today - I imagine it will not be the last either. It hasn't derailed us and I'd rather expected it so I'm not really horribly upset by it.
As we look to move into this new office space, we had not planned to accomodate our chairman in our new space. Since he became our chairman back in 2000 or maybe it was 1999, we've always provided him a private office. But the new space doesn't really allow us to do this AND we didn't really feel it was in his best interest any longer. He's not actively involved in the day to day operations or activities of the company. He's actually about 99% hands-off. But he's a gem of a man and has a huge cash investment in our company, so we typically oblige him when it comes to the private office.
Well, we had to tell him we weren't taking him with us. And because of his age and some other stressors in his life, he is a tad fragile of late and this news did not settle well with him. He became upset and took it personally and accused us of not wanting him around any longer and it was all just kind of sad. See, yesterday, I saw him in the parking lot and I just had this gut feeling that something was "off" with him. So I suggested to the CEO that we bring him in, tell him straight up we're moving to a ROWE and be forthright in the fact that we don't think he can handle being in the office and not seeing everyone there every day. I think he's the kind of man that can understand this and appreciate the honesty and candor. Well, the CEO is heading out on vacation tomorrow and didn't want to open that can of worms until his return. So this morning, that's when the chairman got upset and took it personally and was crying and it was just all so horrible. Like I said - he's a very kind man that has put so much faith and trust into us - and especially me - over the years - I just felt horrible. Sneaky. When in fact, there is NOTHING to hide. NOTHING.
So the CEO and I went to lunch and the CEO determined that my idea yesterday about coming out in the open with the Chairman NOW vs at the Company Meeting on August 3rd would in fact be a better approach. So I get the fun task of speaking to him about ROWE and explaining that and selling him on the idea and hopefully getting him to a point that he is a cheerleader for this movement also. I feel pretty confident that I can get him there. We've shared thousands of frank moments together over the last several years and I believe that trust is still there.
I don't know what it's like to be in your mid-70's (yet) and I don't know what it feels like to not feel "needed" any longer. I also don't know what it feels like to not feel "wanted." The fact that he currently feels all of these things is heartbreaking. He believed in me time and again. He trusted me and empowered me over and over. I actually look forward to my conversation with him about ROWE because I believe that in some ways, I'm giving back to him what he gave to me so many times - BELIEF - TRUST - INCLUSION. I just hope there aren't tears involved. Although it wouldn't be the first conversation between he and I that involved tears. And we got through those - we can get through this!
As we look to move into this new office space, we had not planned to accomodate our chairman in our new space. Since he became our chairman back in 2000 or maybe it was 1999, we've always provided him a private office. But the new space doesn't really allow us to do this AND we didn't really feel it was in his best interest any longer. He's not actively involved in the day to day operations or activities of the company. He's actually about 99% hands-off. But he's a gem of a man and has a huge cash investment in our company, so we typically oblige him when it comes to the private office.
Well, we had to tell him we weren't taking him with us. And because of his age and some other stressors in his life, he is a tad fragile of late and this news did not settle well with him. He became upset and took it personally and accused us of not wanting him around any longer and it was all just kind of sad. See, yesterday, I saw him in the parking lot and I just had this gut feeling that something was "off" with him. So I suggested to the CEO that we bring him in, tell him straight up we're moving to a ROWE and be forthright in the fact that we don't think he can handle being in the office and not seeing everyone there every day. I think he's the kind of man that can understand this and appreciate the honesty and candor. Well, the CEO is heading out on vacation tomorrow and didn't want to open that can of worms until his return. So this morning, that's when the chairman got upset and took it personally and was crying and it was just all so horrible. Like I said - he's a very kind man that has put so much faith and trust into us - and especially me - over the years - I just felt horrible. Sneaky. When in fact, there is NOTHING to hide. NOTHING.
So the CEO and I went to lunch and the CEO determined that my idea yesterday about coming out in the open with the Chairman NOW vs at the Company Meeting on August 3rd would in fact be a better approach. So I get the fun task of speaking to him about ROWE and explaining that and selling him on the idea and hopefully getting him to a point that he is a cheerleader for this movement also. I feel pretty confident that I can get him there. We've shared thousands of frank moments together over the last several years and I believe that trust is still there.
I don't know what it's like to be in your mid-70's (yet) and I don't know what it feels like to not feel "needed" any longer. I also don't know what it feels like to not feel "wanted." The fact that he currently feels all of these things is heartbreaking. He believed in me time and again. He trusted me and empowered me over and over. I actually look forward to my conversation with him about ROWE because I believe that in some ways, I'm giving back to him what he gave to me so many times - BELIEF - TRUST - INCLUSION. I just hope there aren't tears involved. Although it wouldn't be the first conversation between he and I that involved tears. And we got through those - we can get through this!
Monday, July 19, 2010
ROCK 'N ROWE!
I totally stole that from my new BFF Cali Ressler! I'm pretty sure she is starting to catch on to the fact that I'm a creeper of sorts - I sent her a picture of me today. Weird, I know. But see, their website has pictures of their team members so whenever I'm on the phone with them, I know who I'm speaking to. But we don't have our pictures on our website, so they really don't know who they are speaking to when I'm on the phone or emailing with them. So I was really just trying to be polite by sending my picture! I'm like that - courteous.
Today Cali and I talked via phone to go over a few questions I had and to also set the date for the ROWE implementation workshop. Thank God she's not an attorney, I cannot shut my mouth when I'm on the phone with her. It would be so much easier if we could just sit around on the floor with a keg of wine and hash this stuff out. But then I would likely also forget everything she is conveying to me - so it's for the best that we are forced to talk on the phone or over email. I should likely confirm she's not charging me by the minute for those calls.
Things are moving so quickly now that my mind is reeling - ROWE implementation; office move; new technology for training, phone system, and who knows what else at this point - we're exploring everything and have torn down the walls that have been confining our thinking for so long and just going crazy with change! I hope the staff can accept it, embrace it, foster it and grow from it! (And also I hope they can keep up after sitting stagnant for such a long period of time - I think they can - they're a pretty cool group and surely we haven't totally killed their spirit with the stifling culture).
Cali has promised to assign a babysitter to me. Or maybe she's my psychiatrist? She gave her the link to this blog - HI STACEY!!! Cali assures me that Stacey will ensure that my sanity is maintained through this. THANKS STACEY! And if you manage to salvage my sanity through this - have I got a job for you at my house!!
First things first: Get the book in here - it's en route currently and will be passed out to all staff on August 3rd at the company meeting. (I thought it was the 2nd - but it's the 3rd. See. Already confused!) Also at that meeting we will be launching our new campaign for our training center - which will include new technology and a new name! And also we will announce the move to new space. AND last, but not least, my colleague and I are presenting the CEO with a custom framing of his article that was recently published in a business publication! I can't wait for this meeting! I bought a new dress - but only one - it's for when the CultureRX experts come to conduct our implementation workshop. (It was on CLEARANCE - don't judge!) But now I'm thinking I want a new outfit for the company meeting that day also - because so many cool, fresh ideas are being presented and all! Yes. I realize the culture is the most important thing and this blog is about THAT journey - but a gal needs new clothes too and when you see an Antonio Melani 75% off - you have to buy it. That's just how the world works.
Anyway - today I also met with the new landlord, who is also conveniently a corporate interior designer. We went back through the new space, discussed the new ROWE plan (he looked at me like I was crazy - he was likely thinking we'll end up out of business and questioning his decision to lease to us for 5 years) - how the office would become a tool, what we want to accomplish with the space/layout, etc. AND - here's the super amazing part - I gave up my big office. I totally did. Instead, I offered to split my office with my colleague. So he and I will have a shared space to use when we are physically at the office. Fortunately he lives in a house full of females so he's already been well trained and is super easy to get along with. Plus - I'm totally driven by impulse most of the time, and he's a thinker - so I think we'll make a well-balanced team in that shared space. The designers should have an initial drawing to me as early as Wednesday of this week! I can't wait to see it! I also hope we can get it all done within our limited budget.
The new landlord is so awesome that he also agreed to let us use the new space for our ROWE Implementation workshop! I am so excited about that because the space is so radically different than the morgue in which we currently "work." I think I might kiss that landlord and his designers before this is all over! They told me the building has a tin roof and when it rains it is very loud and that sometimesherds flocks of birds will land on the roof and you can hear their little toes running around. I don't care. I think it sounds fun! The front door allows an amazing view to the west - which means that I can see the storms coming in without the trees blocking my view. (Which does remind me I did not ask where the fraidy hole is located in case of a tornado - I better find out).
The boss is STILL totally on board with this plan! And to prove it - he's practicing his anti-sludge skills with me. I was running behind this morning due to a mix-up with the driver's ed teacher (not mine - my daughter's). So I emailed him to let him know the issue and that I'd be at the office shortly. He didn't respond at all and when I joined our 8:30 call 2 minutes late - he didn't ask any questions or skip a beat. On that same call, he discovered one of his direct reports was on vacation today - as per his calendar. He didn't say a word about that either. Then, this afternoon, I had to decline a meeting request from the boss - I really could not make the meeting because my son is having his wisdom teeth pulled that day. The boss just replied and said, "All meeting are optional". He WANTS this to work. I can tell he does. That is very encouraging to me!
So, in the words of Cali - We are ready to ROCK 'N ROWE!!!
Today Cali and I talked via phone to go over a few questions I had and to also set the date for the ROWE implementation workshop. Thank God she's not an attorney, I cannot shut my mouth when I'm on the phone with her. It would be so much easier if we could just sit around on the floor with a keg of wine and hash this stuff out. But then I would likely also forget everything she is conveying to me - so it's for the best that we are forced to talk on the phone or over email. I should likely confirm she's not charging me by the minute for those calls.
Things are moving so quickly now that my mind is reeling - ROWE implementation; office move; new technology for training, phone system, and who knows what else at this point - we're exploring everything and have torn down the walls that have been confining our thinking for so long and just going crazy with change! I hope the staff can accept it, embrace it, foster it and grow from it! (And also I hope they can keep up after sitting stagnant for such a long period of time - I think they can - they're a pretty cool group and surely we haven't totally killed their spirit with the stifling culture).
Cali has promised to assign a babysitter to me. Or maybe she's my psychiatrist? She gave her the link to this blog - HI STACEY!!! Cali assures me that Stacey will ensure that my sanity is maintained through this. THANKS STACEY! And if you manage to salvage my sanity through this - have I got a job for you at my house!!
First things first: Get the book in here - it's en route currently and will be passed out to all staff on August 3rd at the company meeting. (I thought it was the 2nd - but it's the 3rd. See. Already confused!) Also at that meeting we will be launching our new campaign for our training center - which will include new technology and a new name! And also we will announce the move to new space. AND last, but not least, my colleague and I are presenting the CEO with a custom framing of his article that was recently published in a business publication! I can't wait for this meeting! I bought a new dress - but only one - it's for when the CultureRX experts come to conduct our implementation workshop. (It was on CLEARANCE - don't judge!) But now I'm thinking I want a new outfit for the company meeting that day also - because so many cool, fresh ideas are being presented and all! Yes. I realize the culture is the most important thing and this blog is about THAT journey - but a gal needs new clothes too and when you see an Antonio Melani 75% off - you have to buy it. That's just how the world works.
Anyway - today I also met with the new landlord, who is also conveniently a corporate interior designer. We went back through the new space, discussed the new ROWE plan (he looked at me like I was crazy - he was likely thinking we'll end up out of business and questioning his decision to lease to us for 5 years) - how the office would become a tool, what we want to accomplish with the space/layout, etc. AND - here's the super amazing part - I gave up my big office. I totally did. Instead, I offered to split my office with my colleague. So he and I will have a shared space to use when we are physically at the office. Fortunately he lives in a house full of females so he's already been well trained and is super easy to get along with. Plus - I'm totally driven by impulse most of the time, and he's a thinker - so I think we'll make a well-balanced team in that shared space. The designers should have an initial drawing to me as early as Wednesday of this week! I can't wait to see it! I also hope we can get it all done within our limited budget.
The new landlord is so awesome that he also agreed to let us use the new space for our ROWE Implementation workshop! I am so excited about that because the space is so radically different than the morgue in which we currently "work." I think I might kiss that landlord and his designers before this is all over! They told me the building has a tin roof and when it rains it is very loud and that sometimes
The boss is STILL totally on board with this plan! And to prove it - he's practicing his anti-sludge skills with me. I was running behind this morning due to a mix-up with the driver's ed teacher (not mine - my daughter's). So I emailed him to let him know the issue and that I'd be at the office shortly. He didn't respond at all and when I joined our 8:30 call 2 minutes late - he didn't ask any questions or skip a beat. On that same call, he discovered one of his direct reports was on vacation today - as per his calendar. He didn't say a word about that either. Then, this afternoon, I had to decline a meeting request from the boss - I really could not make the meeting because my son is having his wisdom teeth pulled that day. The boss just replied and said, "All meeting are optional". He WANTS this to work. I can tell he does. That is very encouraging to me!
So, in the words of Cali - We are ready to ROCK 'N ROWE!!!
Wednesday, July 14, 2010
And it's.... A GO FOLKS!!!!
Got approval yesterday to engage the services of CultureRX to assist us in the ROWE implementation! Very much looking forward to my call with Cali next week to hammer out some of the details and questions around their proposal and get this ball rolling!!!
Also - finalizing the lease agreement with a new landlord on hip, cool and ultra amazing new office space! VERY excited about that as well! I think the space will definitely foster creativity to those who choose to use it a tool to meeting their expected results and goals!
AND - approval to move forward to investigate Virtual PBX technology to fix our little inbound service phone line issue and allow our employees the freedom to work from wherever they want and still achieve our goal of above excellent customer service! Have assigned two team members to research and investigate this!
Things are moving VERY quickly. Our hopes are to make an announcement in our next company meeting - August 2nd about all of these changes and then move sometime between September 15th & 30th and have this all in place by then! It should definitely be a whirlwind of activity - but I'm VERY much looking forward to the challenge and embracing and loving every moment of it!!
Also - finalizing the lease agreement with a new landlord on hip, cool and ultra amazing new office space! VERY excited about that as well! I think the space will definitely foster creativity to those who choose to use it a tool to meeting their expected results and goals!
AND - approval to move forward to investigate Virtual PBX technology to fix our little inbound service phone line issue and allow our employees the freedom to work from wherever they want and still achieve our goal of above excellent customer service! Have assigned two team members to research and investigate this!
Things are moving VERY quickly. Our hopes are to make an announcement in our next company meeting - August 2nd about all of these changes and then move sometime between September 15th & 30th and have this all in place by then! It should definitely be a whirlwind of activity - but I'm VERY much looking forward to the challenge and embracing and loving every moment of it!!
Monday, July 12, 2010
Still plugging along....
Monday. Bleh. Why must one dread the Monday so? Is it the screaming of the alarm clock that does it to us? I think it must be. Who says work needs to start at 8 a.m. on Monday? Why is that relevant? OH WAIT! It's NOT!!!
While on a conference call today, I heard the most disgusting thing I think I've heard in a very long time. From the mouth of a prospective customer, "Unless I have a mandated deadline from the Board, I just don't stay on track with these types of projects very well. So YOU will need to stay on top of me to get this deal done." What? Are you kidding me? Did that prospect just ask us to babysit him? I'm not a babysitter, thank you though. That's ridiculous. I'm sure that increasing the profitability of their company is always on the mind of the Board - and I'm pretty certain they want it achieved ASAP. But it made me wonder how many people on our team feel that way - that unless they have a specific deadline they just don't get things done. I bet quite a few of them are like that. Sad. Very sad. But I think we can change that attitude - no - I KNOW we can change that attitude!
Good day today. The boss is still on track for ROWE. He's pretty excited about it also, which excites me quite a bit! He is even keeping my book one more night because he's taking notes from it. So he not only read it, but it appears he has been studying it also! Tomorrow, I'm going to give him Cali's proposal in hopes that he approves having her team come in and help us to implement this! Should be a great management meeting!
Departmental meeting today was good - continued to go over our lists of tasks/activities and identify value in those items. So far, the ONLY activity that adds no value (which we eliminated after the meeting last week) was the time tracking item. Interesting. But yet today, I kept hearing complaints of certain things taking too much time. Too much time from what? What is the purpose/goal of the task? Does it add value? If it results in the rentention of $16,000/yr fee from that one customer - is it really too much time? I wonder if, when we move to ROWE, they will continue to think of some tasks as too time consuming? I'll be interested to see how it unfolds. I wonder if they will start to think differently and realize it wasn't the customer that was taking their time and too much of it - but instead it was being chained to that desk that was taking their time and controlling their lives. I also wonder, if it is THEIR time at stake - if they won't get creative on their own in terms of finding new ways to achieve the same results that take less time. I would think they would.
We have a staff member who spends hours on the phone with a specific customer. Literally hours and hours on the phone - and then stays at the office VERY late and works tons of hours to meet her deadlines. She says she can't get the customer off the phone. But I'm wondering - if she doesn't have 40 hours a week of our time to fill up - and instead is on her time - if she just won't find a polite, but direct way to communicate to the customer the need to end the incessant conference calling. I'd bet a paycheck that she does!!
There were some sideline emails going around today that were not productive, or professional, or even civil. They were just plain nasty for the sake of being nasty. And I wondered, "I bet when it's no longer OUR time to fill, but instead his/her time - they won't waste a minute of their freedom to shoot off nasty-grams like this and I'd bet this crap comes to a screeching hault." I mean - why would I take 5 minutes out of MY time to say something nasty about someone else when it has no impact on reaching the goal? I wouldn't. I hope the others see it the same way.
So many wonderful positive things that I can foresee coming our way!
While on a conference call today, I heard the most disgusting thing I think I've heard in a very long time. From the mouth of a prospective customer, "Unless I have a mandated deadline from the Board, I just don't stay on track with these types of projects very well. So YOU will need to stay on top of me to get this deal done." What? Are you kidding me? Did that prospect just ask us to babysit him? I'm not a babysitter, thank you though. That's ridiculous. I'm sure that increasing the profitability of their company is always on the mind of the Board - and I'm pretty certain they want it achieved ASAP. But it made me wonder how many people on our team feel that way - that unless they have a specific deadline they just don't get things done. I bet quite a few of them are like that. Sad. Very sad. But I think we can change that attitude - no - I KNOW we can change that attitude!
Good day today. The boss is still on track for ROWE. He's pretty excited about it also, which excites me quite a bit! He is even keeping my book one more night because he's taking notes from it. So he not only read it, but it appears he has been studying it also! Tomorrow, I'm going to give him Cali's proposal in hopes that he approves having her team come in and help us to implement this! Should be a great management meeting!
Departmental meeting today was good - continued to go over our lists of tasks/activities and identify value in those items. So far, the ONLY activity that adds no value (which we eliminated after the meeting last week) was the time tracking item. Interesting. But yet today, I kept hearing complaints of certain things taking too much time. Too much time from what? What is the purpose/goal of the task? Does it add value? If it results in the rentention of $16,000/yr fee from that one customer - is it really too much time? I wonder if, when we move to ROWE, they will continue to think of some tasks as too time consuming? I'll be interested to see how it unfolds. I wonder if they will start to think differently and realize it wasn't the customer that was taking their time and too much of it - but instead it was being chained to that desk that was taking their time and controlling their lives. I also wonder, if it is THEIR time at stake - if they won't get creative on their own in terms of finding new ways to achieve the same results that take less time. I would think they would.
We have a staff member who spends hours on the phone with a specific customer. Literally hours and hours on the phone - and then stays at the office VERY late and works tons of hours to meet her deadlines. She says she can't get the customer off the phone. But I'm wondering - if she doesn't have 40 hours a week of our time to fill up - and instead is on her time - if she just won't find a polite, but direct way to communicate to the customer the need to end the incessant conference calling. I'd bet a paycheck that she does!!
There were some sideline emails going around today that were not productive, or professional, or even civil. They were just plain nasty for the sake of being nasty. And I wondered, "I bet when it's no longer OUR time to fill, but instead his/her time - they won't waste a minute of their freedom to shoot off nasty-grams like this and I'd bet this crap comes to a screeching hault." I mean - why would I take 5 minutes out of MY time to say something nasty about someone else when it has no impact on reaching the goal? I wouldn't. I hope the others see it the same way.
So many wonderful positive things that I can foresee coming our way!
Friday, July 9, 2010
The day AFTER the day AFTER the Great Day - which makes it an EXCELLENT DAY
Wasn't sure I'd have anything to post today - I didn't work. I didn't go into the office either. Fridays are like that for me often - well I don't go into the office at all on Fridays - which I LOVE because I can sleep until 7 a.m.; take a walk; work a little; take a shower; run an errand; work a little - you get the routine. And I LOVE my freedom on Fridays! But this particular Friday - it was my son's 18th birthday so the routine was a little different and then we had to get to a softball tournament for one of my daughters. It was odd - I didn't get a single work-related email all day. Not sure if that's because of the conversation I had with everyone about the cc'ing me on every communication or if perhaps everyone was more at ease and didn't feel they needed to check in with me every 10 minutes on something. Regardless - it was a lovely reprieve!
Anyway - back to the story - so for the reasons stated above, I didn't think I'd have anything to report. But then - as I sat at the softball game at 4:30 - I received a text from the boss. And here's what it said:
Just finished book. I'm on board with it. I'll have to dissolve 28 years of ingrained ideas about work, but open since I have a modified approach in running two separate businesses. I think the time is now under 3.0 to make this happen with a new work environment and technology to allow freedome to work wherever whenever. I like it!
I damned near fell out of my stadium seat. And the only brilliant response I could muster at that moment was: Holy Crap!
I know we still have a ways to go, but just getting the gate open is, in and of itself, a major accomplishment! We texted back and forth some more and he was totally jazzed about how much fun this will be to on the bleeding edge of "work" and "technology". I really think it will be a blast, too! And then I started thinking about how, in 2-3 years from now, our little company, after 13 years of struggling, could be in some business magazine - you know - headliner news - about how we implemented this amazing culture AND grew profits 20x over and how we could be THE company to work for! And I believe it. I've always believed in this company - since the day I started. And I've been here through thick and thin - mostly thin - but I always knew it could be something and I always stuck it out because I knew that if I left, and when it became something - I would be very sorry for leaving and not having been a part of that "something". So the time is now. The time is right. And by GOD we are going to be the company I have always known we could be!!!
And then, after the game and as we drove back home, my mind started wandering - to new places - places it hasn't been in a very long time - places like:
I can wear those kick-ass tights that look like tattoos all over - and I won't give a crap what anyone thinks.
I can get me some groovy boots and cool clothes and be that creative soul I've always dreamed of being.
I can take daytime exercise classes - like Zumba - and get back that 20 year old body I once had.
I can go eat lunch with my youngest.
I can be home when she gets on the bus and home when she gets off the bus.
I can make certain my family is eating healthy every single day - not just a few times a week.
I can go watch my son play his first college baseball game.
I can be here for my 15 year old daughter as she travels through the next few years of her life.
I can go for those walks with my cousin at lunch that we enjoy so much.
I can get the invoicing done for my husband's business and help him build that to an even higher level if that's his dream.
And not to be forgotten - I CAN MANAGE SOME SUPER AMAZING RESULTS AT MY COMPANY - We will be the leading provider and my department's service will be something that other companies envy.
I can do ALL those things - and do you know why? Because I will no longer be CHAINED to that damned desk for 9-10 hours a day during a designated time. I may end up putting in 15 hours a day - but I don't really care - because it will be on MY terms and in MY control. FREEDOM!!!!!!!!!!
Anyway - back to the story - so for the reasons stated above, I didn't think I'd have anything to report. But then - as I sat at the softball game at 4:30 - I received a text from the boss. And here's what it said:
Just finished book. I'm on board with it. I'll have to dissolve 28 years of ingrained ideas about work, but open since I have a modified approach in running two separate businesses. I think the time is now under 3.0 to make this happen with a new work environment and technology to allow freedome to work wherever whenever. I like it!
I damned near fell out of my stadium seat. And the only brilliant response I could muster at that moment was: Holy Crap!
I know we still have a ways to go, but just getting the gate open is, in and of itself, a major accomplishment! We texted back and forth some more and he was totally jazzed about how much fun this will be to on the bleeding edge of "work" and "technology". I really think it will be a blast, too! And then I started thinking about how, in 2-3 years from now, our little company, after 13 years of struggling, could be in some business magazine - you know - headliner news - about how we implemented this amazing culture AND grew profits 20x over and how we could be THE company to work for! And I believe it. I've always believed in this company - since the day I started. And I've been here through thick and thin - mostly thin - but I always knew it could be something and I always stuck it out because I knew that if I left, and when it became something - I would be very sorry for leaving and not having been a part of that "something". So the time is now. The time is right. And by GOD we are going to be the company I have always known we could be!!!
And then, after the game and as we drove back home, my mind started wandering - to new places - places it hasn't been in a very long time - places like:
I can wear those kick-ass tights that look like tattoos all over - and I won't give a crap what anyone thinks.
I can get me some groovy boots and cool clothes and be that creative soul I've always dreamed of being.
I can take daytime exercise classes - like Zumba - and get back that 20 year old body I once had.
I can go eat lunch with my youngest.
I can be home when she gets on the bus and home when she gets off the bus.
I can make certain my family is eating healthy every single day - not just a few times a week.
I can go watch my son play his first college baseball game.
I can be here for my 15 year old daughter as she travels through the next few years of her life.
I can go for those walks with my cousin at lunch that we enjoy so much.
I can get the invoicing done for my husband's business and help him build that to an even higher level if that's his dream.
And not to be forgotten - I CAN MANAGE SOME SUPER AMAZING RESULTS AT MY COMPANY - We will be the leading provider and my department's service will be something that other companies envy.
I can do ALL those things - and do you know why? Because I will no longer be CHAINED to that damned desk for 9-10 hours a day during a designated time. I may end up putting in 15 hours a day - but I don't really care - because it will be on MY terms and in MY control. FREEDOM!!!!!!!!!!
Thursday, July 8, 2010
The Day AFTER the Great Day
I am not sure if I should count the days by typical "work" days or by calendar days - I mean I DO work on days that are not typically "work" days - right? So anyway - until that dilemma is solved, I'll just make up arbitrary titles.
So today we had our department meeting -the one in which everyone was to bring their list of "tasks/activities" along with the value add for each one. Everyone actually had a list - I was amazed! And pleased. And we hammered through some pretty good discussions I thought. Many of the discussions around each task/activity resulted in some being labeld as "Requires Further Discussion" - not because the task doesn't add value to our overall mission - but because the process we currently have is totally inefficient. We need to come back to those a different day and hammer them out one by one to come up with a new process so that we can gain some efficiencies and so that some of the things we do aren't so mundane and we can all recognize the value immediately. At times we get so caught up in the monotony of HOW we tackle things, that we're losing sight of the value we are adding. I think overall this part of the meeting went very well and people were able to perhaps see the value they are adding to the overall goal/mission.
We even came up with one task that everyone does that adds NO value - NONE - to the department, our peers, the company, the customer - NOTHING. And guess what it was?! TIME TRACKING of their daily activities - logging how much time they spend with each customer/activity. Well guess what then? Let's STOP DOING IT. I put it to a vote - does anyone WANT to continue this activity of logging their time if it's adding NO value? Not a single person wanted to! Well one sort of did, but admitted that doing it actually had no value and she might come around yet to seeing that it's not helping her to achieve her goal. I think everyone likes this decision and seemed pleased with it! There are still a few things we do that will require the tracking of time - but I suggested they all start brainstorming on how those things can be handled in a different manner so we could perhaps get away from tracking the time on them as well. I'll be interested to see what they come to the table with the next time we meet to discuss this matter!
I noticed that not a single person had anything on their list that wasn't "work" related - so I volunteered to read my items: reading the newspaper online; checking my Facebook - things like this. Doesn't anyone else do this while they are AT the office? They admitted they did. And what value do those actitivities add? NONE. I think they may fear that I don't want them doing these things or that I sincerely frown upon it. But I'm really just trying to lay the groundwork for something bigger - Being AT the office does NOT constitute being AT work. But first I want to point out to them how we're already being nonproductive from time to time. And because they admitted to doing these things - I just merely assured them that I do them also. Maybe next time we'll talk about WHY we do those things AT the office. I just want to get them to start thinking about work differently and felt this was a good way to go about it without cramming the concept down their throat. I also admitted that 90% of work related email I receive is irrelevant and exists only as CYA or due to incivility amongst staff. What a waste of time. Everyone agreed. I wanted them to realize that the stress factors they have are the same ones I have - and that the irritants they have about work are the same ones I have. I need them to know and realize that I'm not some super-human - I'm the same as them. Hopefully in time they will realize that through these discussions.
We didn't make it through the entire list - and so we plan to continue running through them next week because I really sensed everyone was jazzed about the conversation and the openness - and I don't want the creative juices to stop flowing - the thinking about HOW we do things and looking for better, more efficient ways of doing them. So I think it's good to get this out in the open and start addressing some of these things sooner rather than later. Even IF we don't get to go to a ROWE - these things still need to be addressed so we can promote a healthier work culture.
All in all - a good meeting and I look forward to more discussions with them!
So today we had our department meeting -the one in which everyone was to bring their list of "tasks/activities" along with the value add for each one. Everyone actually had a list - I was amazed! And pleased. And we hammered through some pretty good discussions I thought. Many of the discussions around each task/activity resulted in some being labeld as "Requires Further Discussion" - not because the task doesn't add value to our overall mission - but because the process we currently have is totally inefficient. We need to come back to those a different day and hammer them out one by one to come up with a new process so that we can gain some efficiencies and so that some of the things we do aren't so mundane and we can all recognize the value immediately. At times we get so caught up in the monotony of HOW we tackle things, that we're losing sight of the value we are adding. I think overall this part of the meeting went very well and people were able to perhaps see the value they are adding to the overall goal/mission.
We even came up with one task that everyone does that adds NO value - NONE - to the department, our peers, the company, the customer - NOTHING. And guess what it was?! TIME TRACKING of their daily activities - logging how much time they spend with each customer/activity. Well guess what then? Let's STOP DOING IT. I put it to a vote - does anyone WANT to continue this activity of logging their time if it's adding NO value? Not a single person wanted to! Well one sort of did, but admitted that doing it actually had no value and she might come around yet to seeing that it's not helping her to achieve her goal. I think everyone likes this decision and seemed pleased with it! There are still a few things we do that will require the tracking of time - but I suggested they all start brainstorming on how those things can be handled in a different manner so we could perhaps get away from tracking the time on them as well. I'll be interested to see what they come to the table with the next time we meet to discuss this matter!
I noticed that not a single person had anything on their list that wasn't "work" related - so I volunteered to read my items: reading the newspaper online; checking my Facebook - things like this. Doesn't anyone else do this while they are AT the office? They admitted they did. And what value do those actitivities add? NONE. I think they may fear that I don't want them doing these things or that I sincerely frown upon it. But I'm really just trying to lay the groundwork for something bigger - Being AT the office does NOT constitute being AT work. But first I want to point out to them how we're already being nonproductive from time to time. And because they admitted to doing these things - I just merely assured them that I do them also. Maybe next time we'll talk about WHY we do those things AT the office. I just want to get them to start thinking about work differently and felt this was a good way to go about it without cramming the concept down their throat. I also admitted that 90% of work related email I receive is irrelevant and exists only as CYA or due to incivility amongst staff. What a waste of time. Everyone agreed. I wanted them to realize that the stress factors they have are the same ones I have - and that the irritants they have about work are the same ones I have. I need them to know and realize that I'm not some super-human - I'm the same as them. Hopefully in time they will realize that through these discussions.
We didn't make it through the entire list - and so we plan to continue running through them next week because I really sensed everyone was jazzed about the conversation and the openness - and I don't want the creative juices to stop flowing - the thinking about HOW we do things and looking for better, more efficient ways of doing them. So I think it's good to get this out in the open and start addressing some of these things sooner rather than later. Even IF we don't get to go to a ROWE - these things still need to be addressed so we can promote a healthier work culture.
All in all - a good meeting and I look forward to more discussions with them!
Wednesday, July 7, 2010
I have no clue what day I'm on - but it's a GREAT ONE!
I don't even remember what started it actually. I do recall that as it was happening, I was thinking I should be taking notes or recording the whole thing so I could replay it over and over and over again. I'll try to recount it as accurately as I can, but frankly it's rather a blur.
We headed out to our typical weekly manager's lunch, but unlike other weeks, we stopped first to look at some new office space. I had suggested earlier in the day that perhaps during lunch we could talk about what we needed from a space - what we hoped to achieve from the space. I was really looking for a segue to bringing up ROWE because earlier I had gotten the documentation from Cali and I was pretty excited about bringing the idea to the table, but I was also very scared of being shot down, so I was looking for the right moment, the right opportunity to mention it and I figured a discussion around space might provide me that opportunity.
The first space we looked at was, odd, at best. Old, outdated, configured with large executive offices - complete with fireplaces and large stuffed blue marlins. The boss really dug that big corner office with the fire place though. So while he admired what could possibly be his office, I made one simple statement: "Perhaps later you can explain to me how this will help us reach our goals." Then I was mad at myself for saying it. This has really not been my week for keeping my tongue. I feared I might have set him off and perhaps ruined my chance to bring up ROWE this week. But when we got to the restaurant, we started talking about growth, addition of people, which obviously lead into space. And this is where it gets foggy for some reason - maybe I blacked out from the excitement?
As we talked about adding people, we determined they wouldn't need to be on-site people - that we could hire anyone from anywhere in the country - we already have remote employees -so why continue to limit ourselves to local talent if we could broaden our pool of talent nationwide. And then we started talking about managing those folks and perhaps the need to really work hard on coming up with performance goals to measure remote employees' performance rather than just "time" or activities. And it just so happens that the highway the boss uses to commute to work is under construction this week and it's taking him 2 hours to get home in the evenings and so we started talking about what a waste that was - how that 2 hours could be spent on other more productive activities. And then the next thing I know - he's talking about letting everyone work remote and rather than having this giant office - instead have an office space with work pods for people to use when they wanted or needed. And my colleague and I just sat there - dumbfounded as the boss spilled forth the idea that I was wanting to present to him....all on his own. With not really any coaxing. It was honestly the most bizarre thing. When the boss went to the bathroom, I suggested I might want to purchase a lottery ticket tonight because for the last week - everything I have "thought" has honestly come to BE.
And when he returned from the bathroom - he continued with his thoughts and ideas about this whole optional type office that people could use if they wanted or needed. And he mentioned how put out he was that the chairman would even suggest he was not working when he wasn't present in the office last week. And he became more and more animated about the idea.
And then as we looked at the next two office spaces on the list - he communicated to the potential landlords that our needs had changed since they first talked - that instead we were looking to offer space for employees to use as needed or desired and might not need as much space as we originally thought. And he was totally jazzed on how "hip" and "cool" and "high tech" the concept was. It was so fun - because then I brought up my social media idea and we threw PBX phone technology out there, and cloud help desk solutions - and he was buzzing with excitement around the idea of just how really amazing AND SCALABLE we could be with just a few tweaks. And he decided that a move along with the introduction of a new culture could be the new future for this company and so now he is ready to get things moving quickly!
So when we got back to the office - I approached him alone and I had in my hand my "Work Sucks and How to Fix It" book - and I asked him if he might have time to read a book over the weekend. He said he could make time and asked if he should only read certain parts or the entire thing. I suggested he read the entire thing - and to try to ignore my highlighted pages. He asked if it was relevant to our discussions and I assured him it was SPOT ON to the ideas HE introduced at lunch. And that it was almost frighteningly similar to this book. I then told him how I'd been talking to Cali, and how I had a proposal from her and that I really felt that if we were going to do something this bleeding edge - we should likely hire a professional to help us because it is so contrary to what we all think of as "work" - that we really do NOT want to screw this up. He talked more about the whole work space and explained that that is really how HE works and thought it could be so liberating and empowering if everyone could work that way. He said he remembered his old way of working and how much he hated it and really didn't want to be making other people feel the way his boss's of yore had made him feel.
He committed to read the book. I am delighted! I am ecstatic! I am hopeful! I am also scared out of my living mind. But in a positive way. I'm definitely up to this. I'm definitely committed to it. But I also feel a little naked - I loaned him MY copy of the book - it's been my Bible since I read it. I refer to it frequently - rereading the parts I highlighted - looking for new parts I may have missed. I can hardly wait for Monday to hear his thoughts!!!
Tomorrow - staff meeting with my team - we are going to present to each other our results from the exercise of the Lamplighter - list your task - state the value. I really am looking forward to this feedback and dialogue with the group. I just hope they are honest - otherwise the exercise really won't accomplish what I hope it will - which is to either bring to light how their activities drive results OR bring to MY light what they are working on that is adding no value and can just be done away with so more effort can be afforded to results! Stay tuned....
We headed out to our typical weekly manager's lunch, but unlike other weeks, we stopped first to look at some new office space. I had suggested earlier in the day that perhaps during lunch we could talk about what we needed from a space - what we hoped to achieve from the space. I was really looking for a segue to bringing up ROWE because earlier I had gotten the documentation from Cali and I was pretty excited about bringing the idea to the table, but I was also very scared of being shot down, so I was looking for the right moment, the right opportunity to mention it and I figured a discussion around space might provide me that opportunity.
The first space we looked at was, odd, at best. Old, outdated, configured with large executive offices - complete with fireplaces and large stuffed blue marlins. The boss really dug that big corner office with the fire place though. So while he admired what could possibly be his office, I made one simple statement: "Perhaps later you can explain to me how this will help us reach our goals." Then I was mad at myself for saying it. This has really not been my week for keeping my tongue. I feared I might have set him off and perhaps ruined my chance to bring up ROWE this week. But when we got to the restaurant, we started talking about growth, addition of people, which obviously lead into space. And this is where it gets foggy for some reason - maybe I blacked out from the excitement?
As we talked about adding people, we determined they wouldn't need to be on-site people - that we could hire anyone from anywhere in the country - we already have remote employees -so why continue to limit ourselves to local talent if we could broaden our pool of talent nationwide. And then we started talking about managing those folks and perhaps the need to really work hard on coming up with performance goals to measure remote employees' performance rather than just "time" or activities. And it just so happens that the highway the boss uses to commute to work is under construction this week and it's taking him 2 hours to get home in the evenings and so we started talking about what a waste that was - how that 2 hours could be spent on other more productive activities. And then the next thing I know - he's talking about letting everyone work remote and rather than having this giant office - instead have an office space with work pods for people to use when they wanted or needed. And my colleague and I just sat there - dumbfounded as the boss spilled forth the idea that I was wanting to present to him....all on his own. With not really any coaxing. It was honestly the most bizarre thing. When the boss went to the bathroom, I suggested I might want to purchase a lottery ticket tonight because for the last week - everything I have "thought" has honestly come to BE.
And when he returned from the bathroom - he continued with his thoughts and ideas about this whole optional type office that people could use if they wanted or needed. And he mentioned how put out he was that the chairman would even suggest he was not working when he wasn't present in the office last week. And he became more and more animated about the idea.
And then as we looked at the next two office spaces on the list - he communicated to the potential landlords that our needs had changed since they first talked - that instead we were looking to offer space for employees to use as needed or desired and might not need as much space as we originally thought. And he was totally jazzed on how "hip" and "cool" and "high tech" the concept was. It was so fun - because then I brought up my social media idea and we threw PBX phone technology out there, and cloud help desk solutions - and he was buzzing with excitement around the idea of just how really amazing AND SCALABLE we could be with just a few tweaks. And he decided that a move along with the introduction of a new culture could be the new future for this company and so now he is ready to get things moving quickly!
So when we got back to the office - I approached him alone and I had in my hand my "Work Sucks and How to Fix It" book - and I asked him if he might have time to read a book over the weekend. He said he could make time and asked if he should only read certain parts or the entire thing. I suggested he read the entire thing - and to try to ignore my highlighted pages. He asked if it was relevant to our discussions and I assured him it was SPOT ON to the ideas HE introduced at lunch. And that it was almost frighteningly similar to this book. I then told him how I'd been talking to Cali, and how I had a proposal from her and that I really felt that if we were going to do something this bleeding edge - we should likely hire a professional to help us because it is so contrary to what we all think of as "work" - that we really do NOT want to screw this up. He talked more about the whole work space and explained that that is really how HE works and thought it could be so liberating and empowering if everyone could work that way. He said he remembered his old way of working and how much he hated it and really didn't want to be making other people feel the way his boss's of yore had made him feel.
He committed to read the book. I am delighted! I am ecstatic! I am hopeful! I am also scared out of my living mind. But in a positive way. I'm definitely up to this. I'm definitely committed to it. But I also feel a little naked - I loaned him MY copy of the book - it's been my Bible since I read it. I refer to it frequently - rereading the parts I highlighted - looking for new parts I may have missed. I can hardly wait for Monday to hear his thoughts!!!
Tomorrow - staff meeting with my team - we are going to present to each other our results from the exercise of the Lamplighter - list your task - state the value. I really am looking forward to this feedback and dialogue with the group. I just hope they are honest - otherwise the exercise really won't accomplish what I hope it will - which is to either bring to light how their activities drive results OR bring to MY light what they are working on that is adding no value and can just be done away with so more effort can be afforded to results! Stay tuned....
Tuesday, July 6, 2010
Change is NOT Easy
Today, when I got up, I was still very tired from the long holiday weekend and not really feeling committed to the day and the projects ahead. And as I continued to prepare to leave for the office, that didn't change. I thought about calling in, but that would be lying, I wasn't sick. I was just TIRED and NOT on top of my game and I knew it. But I drug myself in there anyway and tried VERY hard to put on my new happy face and really set an example and be a great leader.
I should have stayed home.
I was snippy with people during a morning meeting, and everyone else seemed fairly snippy also. I really don't know why we plan meetings on the first day back after a long holiday weekend. People are tired. They're not in the groove yet, their patience is thin and their willingness to be flexible is completely absent.
And as I trudged through the day, I found myself just wanting to do things the old way. It would be easier. It wouldn't take much effort - to just sit and be present and kill 9 hours - but it would be contrary to the bigger mission. But alas, in honesty, it's pretty much how I spent most of my day - in meetings and just biding my time.
I hope to get more rest tonight and get back in the game tomorrow! I haven't given up and I'm not going to give up. I just should have stayed home and kept to myself today.
I held a meeting with member of my team to discuss selling services in chunks of deliverables instead of chunks of time. My fire wasn't there, so I felt like I was leading them down slippery slope of death and destruction, instead of blazing a trail into what could become a new world for them. They seem on board with it - but at the same time - I sense some level of trepidition. Maybe that's just because it's the unknown. Or just maybe because it is change itself. We're going to go ahead and plow forward with that change for now - hopefully it will work.
In the meantime - NO more meetings on first days back after holiday weekends. I need to remember that. And must have MORE sleep. Change is hard. It requires focus. Dedication. Concentration. Sleep. But it's not impossible!!!
I should have stayed home.
I was snippy with people during a morning meeting, and everyone else seemed fairly snippy also. I really don't know why we plan meetings on the first day back after a long holiday weekend. People are tired. They're not in the groove yet, their patience is thin and their willingness to be flexible is completely absent.
And as I trudged through the day, I found myself just wanting to do things the old way. It would be easier. It wouldn't take much effort - to just sit and be present and kill 9 hours - but it would be contrary to the bigger mission. But alas, in honesty, it's pretty much how I spent most of my day - in meetings and just biding my time.
I hope to get more rest tonight and get back in the game tomorrow! I haven't given up and I'm not going to give up. I just should have stayed home and kept to myself today.
I held a meeting with member of my team to discuss selling services in chunks of deliverables instead of chunks of time. My fire wasn't there, so I felt like I was leading them down slippery slope of death and destruction, instead of blazing a trail into what could become a new world for them. They seem on board with it - but at the same time - I sense some level of trepidition. Maybe that's just because it's the unknown. Or just maybe because it is change itself. We're going to go ahead and plow forward with that change for now - hopefully it will work.
In the meantime - NO more meetings on first days back after holiday weekends. I need to remember that. And must have MORE sleep. Change is hard. It requires focus. Dedication. Concentration. Sleep. But it's not impossible!!!
Thursday, July 1, 2010
Day 11 - July 1
The day I had been so eagerly anticipating finally arrived! My conference call with Cali Ressler co-creator of ROWE. At 10:30 sharp, I dialed into the number she had provided. And I heard - voices - speaking in a language with which I was not familiar. And I was confused. And upset. So I quickly shot her an email explaining I was on the call -but did not understand the language. Then I wondered if maybe, just maybe, I had fat-fingered the entry code to the call and hung up and tried again. YAY!!! There was Cali - waiting for me! Sorry to arrive late Cali. I told her the story and she laughed and assured me she would speak English. WHEW!!! I was nervous, but her voice was calming and I was drinking up every word she said - feverishly taking notes because I knew I would be so excited that I would forget it all! 5 pages of notes, to be exact!
My notes read:
ROWE is NOT a remote only work environment. IF the OUTCOME requires use of certain equipment which is located at the office - people WILL come into the office - willingly - because that's the only means by which they can get to the desired outcome. And since performance is measured ONLY by outcome/results - it just happens - without being told to do so. This makes sense to me. And answered my question about how a call center would work under a ROWE. Obviously technology could foster a virtual workplace for a call center, but if we don't have it and the phones only ring at the office and don't have the necessary features to facilitate remote work - then people will still come to the office. Got it. Also made a note that this virtual PBX we're looking into is definitely the route we want to go so that this whole, "someone HAS to be here at ALL times to answer the phone" thing can be removed - which would work well for helping people not feel so "owned" by the company.
She then shared with me the fact that a ROWE is currently being implemented in a Nursing Home. WHOA!!!! A nursing home - being run in a "work whenever you want, from wherever you want" environment??? Their goal/desired outcome is: Resident Health & Happiness - 'DELIGHT OUR CUSTOMER' and because they all love what they do, but hated how they had to approach it - they're reaching their desired outcome! I mean seriously people - this could be life or death if employees didn't show up to work - and there are no schedules - no shifts - talk about risky. But it's WORKING.
We talked about how to measure performance and how to determine what the goals would be. Turns out - I can't do this ahead of time and on my own. This has to be a collaborative effort between management and employees - this evidently is a big part of the shift to ROWE - setting the goals is the responsibility for EVERYONE to figure out. Good to know - I won't waste any more of my time racking my brain on this one. But I will continue to jot down my ideas as they come to me so that WHEN we get to this point (oh - and we WILL get there) I have my ideas handy.
I asked her about how to determine staffing needs - how do I know if we are under or over staffed? She indicated that currently employees are only producing about 50% of their actual potential. WHAT? But she's likely accurate as I've read this at least a hundred times in the last two week from a multitude of sources. Pathetic. She went on to tell me that under ROWE, the productivity goes up 20% - 40% within 4 months after implementation. It doesn't make sense, because at their 50% productivity, they were complaining about being over-worked - and now they're able to produce more and are actually ASKING FOR MORE TO DO. She then went on to explain that on an ongoing basis, during the ongoing performance conversations and dialogues I would be having with them, I would just "know" when we were not properly staffed. Interesting. Right now, I ask that my staff log their time on every project, every task, every thing they do - so I can use those metrics to determine staffing needs. And likely, right now I'm also making them feel more "owned". EGADS.
I explained to her my "lamp lighter exercise" I have my staff going through right now. She advised me that it is very natural for people to start thinking about the tasks they do and how those activities might not be driving the outcome. Which I think is what I'm ultimately after with the lamp lighter exercise. Getting rid of shit tasks that people are doing that add NO value to the outcome. She suggested I take them to an even higher level - by asking them what is the RESULT of the outcome? - this reminded me a little of "Hundred Percenters" - in that a HARD goal should serve something bigger than ourselves. I like how I'm hearing this from at least two sources now.
I brought up the fact that we do track time for billing, accounting, and certain contract deliverable purposes and asked if perhaps this wasn't a contradiction to the ROWE. She suggested that we take out the "total" - and just have people insert the minimum amount of information - so they were accounting for chunks of time - but not against something by which they could be measured. I liked this - but explained to her that we sell things in chunks of time. Customer buys 30 hours of training. So we must track our time to ensure we deliver. She's so freakin' brilliant - she asked if there was a way to package the training differently. Into different kinds of chunks other than time. WELL YEAH!! DUH! God I'm dense sometimes. We used to sell it chunks of days. But then everyone defined the number of hours in a day differently. So we sold it in chunks of hours. But when she asked me that it was like, "DOH! We deliver in chunks of MODULES - so why not just sell MODULES in chunks - that way if it only takes a customer 1/2 the amount of time to get through the module - we're not continuing to try to deliver the remaining chunk of time." She's a genius - this Cali - genius!!!
I had concerns about the call center - and I know I already mentioned that and the technology and all that - and she explained that a natural shift in autonomy will occur - the outcome is customer satisfaction and if everyone understands and works toward that and the supervisor steps out of the way and asks people to figure out how to achive that outcome - it will happen. I do that a little already - in terms of lunches. Phones need to be covered. I'm not going to set lunch schedules. They're all adults, they know how to communicate - figure it out - and they DO!! So evidently if they can figure it out between the hours of 11 and 2 - they can figure it out between the hours of 7a and 6p. Huh. I never thought about giving them THAT much trust. But why? I can only trust them for 3 hours. But not for 10 hours? Based on? What? Nothing. I have nothing to say for myself in regard to this.
We then talked a bit about the boss and how he thinks and acts and how I could maybe subtly bring him along. She asked me what keeps him up at night. Sales. And who manages sales? Him. And how do they work? In a ROWE - conceptually. They have specific metrics by which they are measured ( in theory) and they work when they want, from where they want and we don't track their time. And are they meeting their goals? No. Well that Cali - she figured that one out - he's been conditioned to believe that if he can't see people - they won't meet their goals - because that's what he's getting from his sales people. AH! That's so logical - and solves one mystery! She went on to explain that the PERFORMANCE needs to be addressed - NOT the fact that we can't see them and somehow my colleague and I will need to get the boss to understand that.
She went on to explain that it is VERY common for CEO's to act this way - because he is autonomous for the most part - so he doesn't feel the negative impact of being judged on time. Dang she's smart. She said that it is really up to me and my colleague to guide him to discovery that he is ALREADY operating this way and wouldn't he LOVE IT if EVERYONE felt the way he does and operates the way he does. The feeling of being "owned" drains people and doesn't allow them to perform at their highest possible level.
She said people feel entitled to their jobs - they put in their time - they deserve to keep their job. But in a ROWE - it's about achieving results - so it really drives the entrepreurial spirit.
She said a lot more - I likely said even more than I'm willing to admit - because I do not know when to shut my mouth. But I was so jazzed that I couldn't help myself. She was amazing and dynamic and I was all gung ho! She is going to send me a detail of how a ROWE implementation looks so we can understand it and maybe even move a few things in that direction. She told me I could email her any time I wanted. She'll likely be sorry she said that! I wanted to tell her I loved her - but it seems premature. Maybe later on I will, though.
I was SO ecstatic over the whole sell training in chunks of deliverables and NOT time, that I immediately emailed my staff and suggested the idea and solicited their feedback. Crazy- they were ON BOARD - it made sense to them. This is almost frightening - I mean is this ROWE stuff that simple? Seriously? Is this entire concept of OUTCOME vs TIME elementary? I cannot wait to infuse more of this into our department!!! It makes me giddy to see how easy this part is - no resistance - and they don't even know WHY I'm making these suggestions - but they act...... relieved. Lighter. More pleasant. Approachable. My GOD - were we really owning them that badly that just taking one finger off of them has relieved them this much? It's like Christmas - I've delivered one gift and it was amazing to watch them open it - I cannot wait to have them unwrap their others!!!
My notes read:
ROWE is NOT a remote only work environment. IF the OUTCOME requires use of certain equipment which is located at the office - people WILL come into the office - willingly - because that's the only means by which they can get to the desired outcome. And since performance is measured ONLY by outcome/results - it just happens - without being told to do so. This makes sense to me. And answered my question about how a call center would work under a ROWE. Obviously technology could foster a virtual workplace for a call center, but if we don't have it and the phones only ring at the office and don't have the necessary features to facilitate remote work - then people will still come to the office. Got it. Also made a note that this virtual PBX we're looking into is definitely the route we want to go so that this whole, "someone HAS to be here at ALL times to answer the phone" thing can be removed - which would work well for helping people not feel so "owned" by the company.
She then shared with me the fact that a ROWE is currently being implemented in a Nursing Home. WHOA!!!! A nursing home - being run in a "work whenever you want, from wherever you want" environment??? Their goal/desired outcome is: Resident Health & Happiness - 'DELIGHT OUR CUSTOMER' and because they all love what they do, but hated how they had to approach it - they're reaching their desired outcome! I mean seriously people - this could be life or death if employees didn't show up to work - and there are no schedules - no shifts - talk about risky. But it's WORKING.
We talked about how to measure performance and how to determine what the goals would be. Turns out - I can't do this ahead of time and on my own. This has to be a collaborative effort between management and employees - this evidently is a big part of the shift to ROWE - setting the goals is the responsibility for EVERYONE to figure out. Good to know - I won't waste any more of my time racking my brain on this one. But I will continue to jot down my ideas as they come to me so that WHEN we get to this point (oh - and we WILL get there) I have my ideas handy.
I asked her about how to determine staffing needs - how do I know if we are under or over staffed? She indicated that currently employees are only producing about 50% of their actual potential. WHAT? But she's likely accurate as I've read this at least a hundred times in the last two week from a multitude of sources. Pathetic. She went on to tell me that under ROWE, the productivity goes up 20% - 40% within 4 months after implementation. It doesn't make sense, because at their 50% productivity, they were complaining about being over-worked - and now they're able to produce more and are actually ASKING FOR MORE TO DO. She then went on to explain that on an ongoing basis, during the ongoing performance conversations and dialogues I would be having with them, I would just "know" when we were not properly staffed. Interesting. Right now, I ask that my staff log their time on every project, every task, every thing they do - so I can use those metrics to determine staffing needs. And likely, right now I'm also making them feel more "owned". EGADS.
I explained to her my "lamp lighter exercise" I have my staff going through right now. She advised me that it is very natural for people to start thinking about the tasks they do and how those activities might not be driving the outcome. Which I think is what I'm ultimately after with the lamp lighter exercise. Getting rid of shit tasks that people are doing that add NO value to the outcome. She suggested I take them to an even higher level - by asking them what is the RESULT of the outcome? - this reminded me a little of "Hundred Percenters" - in that a HARD goal should serve something bigger than ourselves. I like how I'm hearing this from at least two sources now.
I brought up the fact that we do track time for billing, accounting, and certain contract deliverable purposes and asked if perhaps this wasn't a contradiction to the ROWE. She suggested that we take out the "total" - and just have people insert the minimum amount of information - so they were accounting for chunks of time - but not against something by which they could be measured. I liked this - but explained to her that we sell things in chunks of time. Customer buys 30 hours of training. So we must track our time to ensure we deliver. She's so freakin' brilliant - she asked if there was a way to package the training differently. Into different kinds of chunks other than time. WELL YEAH!! DUH! God I'm dense sometimes. We used to sell it chunks of days. But then everyone defined the number of hours in a day differently. So we sold it in chunks of hours. But when she asked me that it was like, "DOH! We deliver in chunks of MODULES - so why not just sell MODULES in chunks - that way if it only takes a customer 1/2 the amount of time to get through the module - we're not continuing to try to deliver the remaining chunk of time." She's a genius - this Cali - genius!!!
I had concerns about the call center - and I know I already mentioned that and the technology and all that - and she explained that a natural shift in autonomy will occur - the outcome is customer satisfaction and if everyone understands and works toward that and the supervisor steps out of the way and asks people to figure out how to achive that outcome - it will happen. I do that a little already - in terms of lunches. Phones need to be covered. I'm not going to set lunch schedules. They're all adults, they know how to communicate - figure it out - and they DO!! So evidently if they can figure it out between the hours of 11 and 2 - they can figure it out between the hours of 7a and 6p. Huh. I never thought about giving them THAT much trust. But why? I can only trust them for 3 hours. But not for 10 hours? Based on? What? Nothing. I have nothing to say for myself in regard to this.
We then talked a bit about the boss and how he thinks and acts and how I could maybe subtly bring him along. She asked me what keeps him up at night. Sales. And who manages sales? Him. And how do they work? In a ROWE - conceptually. They have specific metrics by which they are measured ( in theory) and they work when they want, from where they want and we don't track their time. And are they meeting their goals? No. Well that Cali - she figured that one out - he's been conditioned to believe that if he can't see people - they won't meet their goals - because that's what he's getting from his sales people. AH! That's so logical - and solves one mystery! She went on to explain that the PERFORMANCE needs to be addressed - NOT the fact that we can't see them and somehow my colleague and I will need to get the boss to understand that.
She went on to explain that it is VERY common for CEO's to act this way - because he is autonomous for the most part - so he doesn't feel the negative impact of being judged on time. Dang she's smart. She said that it is really up to me and my colleague to guide him to discovery that he is ALREADY operating this way and wouldn't he LOVE IT if EVERYONE felt the way he does and operates the way he does. The feeling of being "owned" drains people and doesn't allow them to perform at their highest possible level.
She said people feel entitled to their jobs - they put in their time - they deserve to keep their job. But in a ROWE - it's about achieving results - so it really drives the entrepreurial spirit.
She said a lot more - I likely said even more than I'm willing to admit - because I do not know when to shut my mouth. But I was so jazzed that I couldn't help myself. She was amazing and dynamic and I was all gung ho! She is going to send me a detail of how a ROWE implementation looks so we can understand it and maybe even move a few things in that direction. She told me I could email her any time I wanted. She'll likely be sorry she said that! I wanted to tell her I loved her - but it seems premature. Maybe later on I will, though.
I was SO ecstatic over the whole sell training in chunks of deliverables and NOT time, that I immediately emailed my staff and suggested the idea and solicited their feedback. Crazy- they were ON BOARD - it made sense to them. This is almost frightening - I mean is this ROWE stuff that simple? Seriously? Is this entire concept of OUTCOME vs TIME elementary? I cannot wait to infuse more of this into our department!!! It makes me giddy to see how easy this part is - no resistance - and they don't even know WHY I'm making these suggestions - but they act...... relieved. Lighter. More pleasant. Approachable. My GOD - were we really owning them that badly that just taking one finger off of them has relieved them this much? It's like Christmas - I've delivered one gift and it was amazing to watch them open it - I cannot wait to have them unwrap their others!!!
Subscribe to:
Posts (Atom)