Work

business & working

Performance Analysis

by

In my continuing series of adding more stuff to my Toolbox, here’s another way of looking at the performance analysis process:

pa-process.jpg

Often, analysis work starts with a big blob of information and unrelated facts plus a few pressing issues tossed in for a sense of urgency. The actual work consists mostly of clumping and dividing, in an effort to find patterns. This graphic represents a particular view of that process.

First, you look at the organisational context and see what the big issues are. Then you try to determine what are the main factors affecting the work performance. Usually you find out that the real problems and challenges are not quite exactly what you were told when you started. That’s where these kind of charts come in handy – explaining the process to your clients.

This chart also shows that there are a lot of performance factors that can only be addressed by non-learning interventions. In other words, there’s more to performance improvement than just training. On top of that, even some of the learning interventions don’t necessarily require training & education solutions (aka “the course).

Anyway, it’s a simple model that doesn’t tell the entire story (what model does?), but I’ve found it useful from time to time.

elearning jobs in Moncton

by

Desire2Learn is hiring in our local area:

Desire2Learn is opening their doors in Moncton, New Brunswick and is calling all those who are interested in a career in the high-tech industry! Join us at our Technology and Career Exhibition Date:
Thursday, June 28, 2007 from 5 – 8pm

Location:
Scientific Park, 55 Crowley Farm Rd., 2nd Floor, Moncton, New Brunswick

What to Expect:

  • Listen to John Baker, President and CEO, discuss our latest technologies
  • Network with some of the industry’s top professionals
  • Speak with Desire2Learn’s Management Team and learn about our exciting employment opportunities
  • Enjoy food, prizes and more!

Entrants and Incumbents

by

I had previously written about the book, Seeing What’s Next, from which I had created this graphic:

seeing whats next

In a conversation this week about new business models, I was reminded of Christensen’s model of how upstart or entrant companies can stay under the radar of incumbent companies, while the entrant develops asymmetrical skills and motivation.

Since creating this graphic, I’ve worked with several start-up companies. I’ve learned that, first of all, determining the problem that we are trying to solve is essential in order to understand who are our customers.

According to this model, new entrants to a market should identify potential customers based upon the markets of established incumbent(s). There are three types of customers:

  1. Undershot – willing to pay more for more functions/services
  2. Overshot – find current offering more than adequate
  3. Non-consumers – lack ability or the wealth for current service / products

For a new entrant, the best market is the non-consumer (also the least demanding) who is “below the radar” of the incumbents.

The second best target group is the Overshot Customer (specialist displacement for mainstream) who is willing to accept a more specialised product/service than the broader offering of the incumbent, or one who is looking for something cheaper and “good enough” (low end).

Usually, the products/services for the non-consumer market are relatively simple and affordable and make it easier for the customers to do something that they could not do before, or was much too difficult or costly. For instance, open source CMS and blog software have made it easy for anyone to set up a database-driven website. Previously, only large organisations could afford an enterprise system. Non-consumers, small & medium-sized businesses, have adopted these open source systems under the radar screen of the major vendors and created a new market.

Other factors include non-market conditions, such as new regulations, that change the way the market will behave. The requirements for compliance training have created a new market for cheap and easy training programs.

In order to address these markets of non-consumers or overshot customers, the entrant needs Asymmetric Skills & Asymmetric Motivation. The entrant must be able to do something that the incumbent firm is not capable of doing or not motivated to do. Web 2.0 has opened up a whole array of skills that can give an entrant an unfair advantage.

Some of the key questions that we should keep asking when looking for signals of change in the marketplace are:

  • What jobs are customers trying to get done?
  • Are customers not served, undershot or overshot by current offerings?
  • Where are new business models emerging?
  • What role do regulatory agencies play?

Attitude

by

Thirty years ago today I joined the Army. Two decades later I came back into civilian life, having learned a lot, grown up a bit, got married, had children and probably figured out a few things about myself. I’ve already mentioned some of the practical things I learned in the military. It’s now been almost a decade since I took off my uniform.

I’ve noticed that recruiting is up in Canada and I think that has to do with our Afghanistan mission. Young men are always looking for adventure. We have a significant share of military funerals here in Atlantic Canada, though. Even with my military experience, a degree in History and a certain level of interest, I haven’t figured out if the Afghanistan mission is the right thing for us to be doing. I guess that’s life in a complex world. There are no easy answers.

It’s like the consultant’s stereotypical response of “It depends”, to every client’s question. Sometimes, when the answers aren’t clear,  you just have to trust your gut and jump into the river and see where it takes you. I did that in 1977.

As we get more attachments, mortgages, and the lot, it gets harder to just let things flow. We want to control things. Organisations are like that. The more they’ve accumulated, the less they want to risk. But life has always been complex and risky, and will always be so. There are no easy answers – anywhere. It just takes us a while to realise it. The attitude you adopt in facing complexity, however, is up to you.

And for an attitude readjustment, you can always listen to Jimmy Buffet ;-)

My Performance Toolbox

by

I’ve just created a new page that will list the practical job aids for workplace performance that I’ve developed. With over a thousand posts on this blog, they were getting lost in the crowd.

You can now find all of them listed in my Performance Toolbox. I’ve put a permanent link in the Consulting section. Of course, everything is licensed for sharing, using a Creative Commons Attribution – Non-Commercial license.

Workplace Performance Analysis Job Aid

by

In much of my work I’m asked to help out with situations that appear to be rather complex. For instance, we had a situation that required skills development for hundreds of staff preparing to implement a new nursing care methodology, all to be done in a very short time. An initial analysis, conducted in one week, showed where there could be major cost savings by focusing only on the important areas of performance.

I’ve used performance analysis methods for several projects and have found it to be a good way to separate the important signals from just the noise that surrounds many large organisations, especially those in transition. To learn more on how to conduct a performance and cause analysis, I’ve attached a job aid that I use for myself and to communicate with clients. This is one of the tools that I use to help see patterns in the chaos of daily work.

Download: jarche_analysis_process.pdf

My Virtual Office

by

In Rolling Your Own Online Office, R/WW suggests several tools for telecommuting, including e-mail, forums, wikis, chat, document sharing, flowcharting and files. As a permanent telecommuter, I’m always looking for better productivity tools and I need some choice, as my clients have different needs and IT requirements.

I have several e-mail addresses and use one of my g-mail accounts as a spam filter, which transfers to my main account. I also have my domain name account, which can move with me, even if I change ISP’s. This is handy if you decide to change ISP’s and have to abandon something like the included @sympatico.ca account. Of course, I don’t want to keep all of my stuff on g-mail, so I forward my mail to the e-mail client on my computer. Currently, I use Thunderbird, which is simple & easy but I’ve been poking around with Evolution, which includes a calendar function and will probably use it when I transfer my main computer to Linux.

So far, most of my document sharing is with Google Documents, as this seems the easiest to get my clients to accept. I’m also looking at Coventi and have downloaded Zoho Office, but haven’t found any partners or clients to play with yet. Google Calendar works well with virtual teams, too. Also, I haven’t been doing much flowcharting lately, but have done a few designs on Gliffy, which is basic but is getting better.

With Gmail, I don’t have much need for sending large files. There are several file-sharing programs available, and I get offers from many of them on a regular basis. I’ve used Izimi for some files and find it works well. It’s only limitation is that your computer has to be connected for someone else to get the file, as Izimi doesn’t store your files online. This can be an advantage or disadvantage, depending on your needs. I’ve also used Filezilla for basic FTP as well as the YouSendIt service.

Of course, my blog and website is still the best virtual work tool. It lets me stay in touch with a large group of people – on their terms, not mine. My blog also includes a short version of my CV, listings of clients and everything else I want to share. This information decreases any friction with potential clients, as they can poke around without having to talk to me or send me an e-mail which is one less step needed in getting to know me.

Even in the short span of four years that I’ve been working in my virtual office, the tools have become simpler, cheaper and more plentiful. This is a good thing for anyone considering the path of the self-employed or freelancing.

Reverse Job Postings

by

Are reverse job postings on the rise? I noted two years ago how Seb Paquet had posted that he was leaving the NRC,

He has basically created a reverse job posting, telling the world that he is available and under what conditions. Instead of roaming the streets with his CV in hand, Seb’s blog is a central location to get to know him or to catch-up on what he’s been up to. I think that these kinds of between-job postings will become popular on the web and I’m sure that someone will even give them a name and sell services around them.

I was reminded of this when I saw K. G Schneider’s Free Range Librarian for Rent post. Two years later and I haven’t seen too many of these posts, but more people are referring others through their blogs. Schneider’s post is much more enjoyable to read, and more informative, than any job post I’ve seen. Most job adverts are way too serious and don’t give you any real understanding about the work or the people. I still think there may be a business model in aggregating these feeds and adding a logic layer to the disconnected “for hire” blog posts out there.

Four years later …

by

the-four-trees.jpg

Today marks four years as a free-agent for me. This has been a learning experience every day and I still don’t have any easy answers for anyone else considering the life of an independent consultant. The best part is the lifestyle and the flexibility while the worst aspect is constantly chasing after more work and managing cash-flow (that’s the part that people with regular paycheques don’t understand).

There have definitely been some interesting aspects to this career choice. On the positive side, because of my blog, clients have found me through search engines. On the negative side, I’ve had clients go bankrupt before paying me and I’ve also been stiffed for my services. I’ve learned something from every one of my clients and I have especially enjoyed some of the non-profit organisations, with their unique challenges.

I would not have been able to go out on my own if the Web didn’t exist, as much of my work is at a distance. I’ve had several clients whom I’ve never met face to face. However, I think that my frequent slow periods may be a result of not enough face to face encounters. People forget you when they don’t see you regularly and that’s a disadvantage of living in sparsely populated Atlantic Canada. Obviously, not everyone lives on the Web.

At this time, my hope is to celebrate my fifth anniversary.

Photo of Monet’s, The Four Trees, by Maulleigh.

Process improvement is bad for innovation

by

I’ve had this feeling for a while and now there is evidence that process improvement, like Six Sigma, stifles innovation. Oligopoly Watch feels that, “The management moves that cheer stockholders and financial analysts, when taken too far, can lead to the long-term decline of the company in question.” Their article today reports that Six Sigma process improvement has resulted in less innovation at 3M, a company renowned for its innovative products, like the Post-It Note:

But, according to the article, 3M is hurting this year. Its operations are far more efficient, but this is company that has thrived on having a variety of new and sometimes breakthrough products coming to market. No longer. Financial results are down, and the general sense is that 3M is doing everything more efficiency except innovation. Six Sigma is great for speeding up the assembly lines or minimizing errors, but fails at producing new ideas.

About ten years ago I became immersed in Human Performance Technology (HPT), another process improvement method, but not as lucrative as Six Sigma or Lean Manufacturing. The tools and perspectives were beneficial but that is all that they are – tools. Process improvement is a tool set, not an overarching or unifying concept for an organisation.  Process improvement is a means and not an end in itself, and this seems to be the trap that 3M fell into.

I left the HPT fold about a year ago when I realized that being a Certified Performance Technologist was not an achievable end, but a costly merry-go-round that just kept spinning.  I have learned a lot from HPT, but you cannot look at things one way, to the exclusion of all others. The fundamental problem with all of these process improvement methodologies is that you get myopic. It seems that 3M is learning this lesson as well.