Wednesday, June 6, 2012

For Immediate Release: Press Release - InnoThink Group Creates Competitive Strategy and #Innovation Model

For Immediate Release

Tue Jun 6, 2012 1:35pm EDT

InnoThink Group Creates Holistic Innovation and Competitive Advantage Model Approach To Build Business Leadership and Creativity In The Downturn

InnoThink Group, a global management consulting firm expert in innovation, creative leadership, and competitive advantage, today announced it has introduced a new innovation model and approach to improve client business performance in times of uncertainty, known as the Holistic Innovation and Competitive Advantage Model (HICAM)

DENVER--Recognizing the importance of creativity and leadership in today’s volatile business landscape, the HICAM employs well-defined and highly targeted initiatives to improve creativity and innovation efficiencies. This model enables businesses to accurately analyze the ideal state between building operational dexterity and achieving competitive advantage, determining the changes required to improve business performance and create value. Simply put the benefits of the HICAM are to enable organizations to seize opportunity in the downturn.

The Holistic Innovation and Competitive Advantage Model considerably enhance the traditional approaches to leadership and innovation with the latest research on hypercompetition. Furthermore, HICAM enables our clients to evaluate not only strategy, but effective implementation. We then help the company leadership devise effective approaches to build employees' and customers' emotional engagement.

“We work with leaders who want to exceed stakeholder expectations in any economy by ensuring the solutions we recommend produce measurable results that directly tie to business outcomes,” commented Jim Woods, InnoThink Group President. Woods continues, "In a downturn the first step businesses often take is to reduce costs. However, cost reduction is only one step. Organic growth is the other in building real revenue. With competition today, great companies reinvent their businesses in such a way that consumers develop an urgency to acquire their products and services."

The Holistic Innovation and Competitive Advantage Model provide a solid project timeline, clear objectives, and a visible return on investment. What makes our model unique is the focus on:

  • Stakeholder satisfaction
  • Strategic visioning
  • Creative leadership
  • Meaningful and measurable innovations
  • Avoiding commoditization
  • Signaling strategic intent
  • Positioning for surprise
  • Shifting rules of the game
  • Building a highly capable and engaged innovation culture
  • Finding opportunities in uncertainty and complexity
  • Competitive Advantage and simultaneous and sequential strategic thrust

About InnoThink Group

InnoThink Group is a different kind of management consulting firm. We are a leading competitive strategy and innovation consulting firm. We enable companies to develop strategic supremacy by turning innovation and commoditization to their advantage.  

InnoThink Group is a member of the Denver Metro Chamber of Commerce.

For more information visit us at www.innothinkgroup.com

###

Contact:

InnoThink Group

Paula Woods, 719-649-4118 

media@innothinkgroup.com

via innothinkgroup.com

 

Discard Conventional Wisdom: Reduce, Reuse, Recycle…or Rethink

Illustration by Lars Leetaru

Since Earth Day in 1970, schoolchildren have heard the mantra “reduce, reuse, recycle” as the solution for the growing problem of consumer waste. One could argue that the slogan has worked remarkably well. In the U.S., according to the Environmental Protection Agency, the average consumer generated 2.7 pounds of trash each day in 1960 — and 2.5 pounds of that went straight to the landfill. Over the next 20 years, per capita waste generation grew 37 percent, to 3.7 pounds per person, but thanks to increased recycling and energy recovery techniques, discards to landfills increased only 29 percent, to 3.2 pounds, and, more importantly, hit a peak. From 1980 to 2000, U.S. landfill discards actually decreased by 19 percent, even though waste generation continued to grow, to 4.7 pounds per person per day. Over the last decade, the reduce and reuse parts of the slogan have shown signs of catching on, as per capita waste generation has declined to 4.5 pounds per day, and the volume going into U.S. landfills is now less on a per capita basis than it was 50 years ago. Europe has, if anything, made even more progress.

Some forms of recycling have become the dominant mode for consumers. For example, 88 percent of newspapers and 77 percent of corrugated boxes are now recycled. Even though 38 percent of paper bags are recycled, consumers are now attacking the source by shifting to reusable shopping bags.

But consumer durable products — including televisions, refrigerators and other appliances, cell phones, and automobiles — offer a more intractable problem that requires deeper thought for consumers and — especially — for the businesses producing them. Overall, a third of municipal waste is now recycled, but the percentage for durable goods stands at only 17 percent. Worse yet, durables often contain hazardous materials not found in consumables and packaging. Unlike consumables, durable products face an “end of life” problem that requires more options than simply reducing, reusing, and recycling. For this set of products, the new mantra for producers increasingly includes a fourth “R”: rethink. Rethinking the environmental challenges posed by durable-goods waste also provides interesting opportunities for businesses. The challenges presented by discarded and unused cell phones, which we have studied closely, are a particularly good example.

Flaws of the “Three Rs”

1. Reduce. Decreasing the generation of waste makes sense, and has proven highly effective for consumer goods. For example, new concentrated products such as laundry and dishwashing detergent offer benefits by reducing packaging and transportation requirements.

Some consumer durables offer a similar opportunity to reduce size. The Commodore PET, the first personal computer, weighed 44 pounds, whereas the new Apple iPad weighs a little over 1.5 pounds. Reducing the size and weight does not work for many categories of durable goods, however. Consider the original Ford Mustang, introduced in 1964. It was 182 inches long and weighed 2,930 pounds. The latest Ford Mustang GT is only six inches longer but weighs 500 pounds more, despite an increased use of plastic and aluminum. (From a positive environmental standpoint, the Mustang’s fuel efficiency has improved from 18 miles per gallon (mpg) on the highway to 24 mpg — and more than 30 mpg for less-souped-up versions.)

Moreover, reducing product dimensions may have unintended negative consequences. Consider the fate of the largest carpet recycling facility ever built. The state-of-the-art Polyamid 2000 recycling facility in Premnitz, Germany, which cost US$200 million to build in 1999, closed after only three years. It turned out that a “reduce” strategy by European carpet manufacturers had shortened carpet pile and reduced the nylon content to a level that made recycling uneconomical. Please continue this article via strategy-business.com

________________________________________________________________________

Hire Jim Woods to Speak to or Advise Your Organization

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation. 

 

 

Tuesday, June 5, 2012

You Should See This Video: How to Invent a Solution Faster

________________________________________________________________________

 

Hire Jim Woods to Speak to or Advise Your Organization 

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach 

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation. 

 

Monday, June 4, 2012

Small Business Drives Growth and Hope: Putting Poverty On Hold

Small businesses drive growth, even at the bottom of the pyramid.

Noodle shops around the outskirts of Iloilo City in the Philippines’ Western Visayas region do brisk business as new housing subdivisions, financed by remittances from tens of thousands of overseas contract workers, mushroom across the landscape. It’s the perfect site, says Celmar Palao, for a burger joint.


Palao, a shy, domestic worker with a talent for cooking, left her rural home outside Iloilo for a job in Singapore 12 years ago. She planned little more than earning enough to support her young daughter and aging parents. Now, after completing a two-year programme at aidha, an award-winning, Singapore-based, micro-business school, she thinks long-term.


“There are plenty of local food places in Iloilo’s outskirts,” she explains. “To start a successful business you need to do something different. Burgers are something I can make easily and sell fresh.”

With a business plan in place, a shop lined up to rent and her daughter and niece ready to work, Palao, is preparing to open her own restaurant.


Building capacity


Aidha has helped some 500 domestic workers like Palao launch their own business and provided thousands more with the financial education to take control over their lives.

“I think it’s well known that really every successful economy in the world is based on small business and that’s what aidha’s all about,” the school’s founder and director, Harvard-trained academic Sarah Mavrinac told Knowledge on the sidelines of an INSEAD panel discussion on “Growing the Private Sector” in Abu Dhabi recently. “We’re about building the small business capacity that will power the economy, not just of the family or the local community but of the country itself.”

Despite referring to itself as a micro-business school, Mavrinac says aidha strives for more. “To my mind, micro-enterprise is about putting poverty on hold, putting food on the table. Aidha is about moving up the ladder from micro-enterprise to the sustainable small-business level, where a business looks to employ others, and grow - a level that really makes a difference.”


Taking the programme to the world


Initially aimed at educating Singapore’s female, migrant domestic workers, aidha – Sanskrit for ‘that to which we aspire’ - has aspirations of its own. Launched in Singapore in 2006, it’s recently received initial approval to open in Dubai, and hopes to have the first class running there by the end of June. From Dubai, it plans to expand across the U.A.E., the Middle East and through the North African region. Opportunities are also seen in Hong Kong, China and the U.S.A., serving the Latino migrants around Los Angeles. “We have a programme now which does some tremendous work and I think it’s ready to take out to the rest of the world,” Mavrinac says.


In the U.A.E. it plans to extend its services to the massive population of male migrant workers while in the North African countries, the curriculum will have to be adjusted to suit the huge number of unemployed youth. “What makes the programme work very well in Singapore is the fact that individuals are employed and are able to save significant sums so they can invest in their own organisation and business launch with sums far greater than they could realise from a micro-enterprise loan. In North Africa, we are going to have to see how things work when we serve people who do not have a steady income. But all the research we’ve done so far suggests that this will fly.”


It all starts with savings


Saving is a strong part of the school’s curriculum. Students meet each month with their bank passbooks to show how much they have saved. Before joining aidha, Palao had been working in Singapore for eight years and saved nothing. Now she has bought a piece of land near her family village outside Iloilo, a small house on the outskirts of the city and has the capital to open her own small business.
The programme, which also offers modules in leadership, computer technology and business studies, costs students US$S350 a year. “It is a lot for them,” Mavrinac concedes. “But there is something very important about buying a service. And we need to survive. We’re a social enterprise and we want to ensure we are building a sustainable programme that means we cannot rely exclusively on donations.”


Volunteers


Aidha relies on volunteers to act as tutors and mentors, with many former students, like Palao returning to help with administrative duties.


“I owe so much to aidha,” says Palao. “When I first came to Singapore I didn’t have any dreams or think about doing anything with my money except to send it home to my family. While studying at aidha I realised I had talents. Now I’m going to open a burger cafe and one day … a bigger restaurant.” By Jane Williams via knowledge.insead.edu

________________________________________________________________________

Hire Jim Woods to Speak to or Advise Your Organization

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation. 

 

 

The Creative Destruction of Medicine Will Happen -- If Consumers Demand It #Healthcare

Article Image

In his new book, The Creative Destruction of Medicine: How the Digital Revolution Will Create Better Health Care, Eric Topol argues that medicine is set to undergo its biggest shakeup in history, pushed by demanding consumers and the availability of game-changing technology. Topol -- a cardiologist, director of the Scripps Translational Science Institute and co-founder of the West Wireless Health Institute in La Jolla, Calif. -- was recently interviewed for Knowledge@Wharton by C. William Hanson, III, a professor of anesthesiology and critical care, and director, surgical intensive care, at the Hospital of the University of Pennsylvania. Hanson's latest book is titled, Smart Medicine: How the Changing Role of Doctors Will Revolutionize Health Care, published in 2011.

Below is an edited transcript of the conversation.

William Hanson: I thought it might be worthwhile to quickly give you a sense of who I am and where I'm coming from [in this interview]. I'm an anesthesiologist and an intensivist, primarily a surgical intensivist, and serve as chief medical information officer at Penn. So I have some interests that will skew in that direction.

I love the title of your book. There are many people on both sides of this question. Some would say that the creative destruction of medicine is a pretty scary concept, and I think there would be plenty of us who would agree that something drastic needs to happen. You're obviously in the latter category.

Eric Topol: I'm in the [group that feels] something drastic needs to happen. I think it can happen, it will happen and I'm hoping that we can help facilitate or catalyze that.

Hanson: You have been in a prominent role in terms of questioning traditional medical concepts. Maybe you could describe for the audience what your personal practice is and some of the issues in which you have engaged the traditional medical establishment in the past.

Topol: What I've done to try to change medicine in many different ways [includes] research on how to come up with better therapies. These were in large trials, as large as 40,000 patients with heart attacks, but also in [other] ways, such as starting a new medical school with a very innovative curriculum and challenging a drug safety issue which was really important for the public. So I've had different experiences over the years.

But what was changing for me was that four or five years ago, we recognized we had this new emerging capability of digitizing human beings, which we've never had before. Everybody is used to digitizing books, movies and newspapers, whatever. But when you digitize human beings by knowing the sequence of their DNA, all their physiologic metrics, like their vital signs, their anatomy [and so forth], this comes together as a unique kairos -- this supreme opportune moment in medicine.

Hanson: That's a nice lead in. I want to return to that digitization because it is something I'm dealing with in our IT systems, as I'm sure you are -- what to do with the digitized information, how much of it to keep, how to analyze it. But I wanted to come back to your book title and to one of the gentlemen who endorsed the book, Clayton Christensen. He has written a couple of books as you know, including The Innovator's Dilemma and The Innovator's Prescription.

Topol: He has written three books on innovation and is renowned for his insights and leadership in [that] space. But there's a little bit of a difference between us.

Hanson: Maybe you could elaborate on that.

Topol: Yes. I look to him as one of the real guiding lights of innovation. He's not a physician. In the book, Innovator's Prescription, he worked with a young physician, Jason Hwang, who is now out at Stanford.

Hanson: Yes, I have met him.

Topol: The difference, though, is that I am coming at it from almost three decades in the medical profession, and I'm not calling for an innovation. He calls it disruptive innovation. I'm looking at a much more radical thing. This is like taking what Clayton has popularized [and making it much bigger] ... in terms of how transformative this can be, this whole ability to digitize human beings.

Hanson: In his work, he has talked about the digitization of the music industry, for example, and the film industry. Recognizing that you're dealing at a much deeper level with the medical side of things, [it has to do with] how products enter the market at the low end and disrupt and take over higher-end products. For me and you at academic medical centers, where we think we're providing state of the art care, I wonder to what extent we are likely to be made irrelevant by radical disruptions of the kind you're talking about. What do you think about that?

Topol: I think that the medical community has been incredibly resistant to change. That's across not just academic medical centers, but the whole continuum of medicine, [including] practicing physicians. But there is a consumer-driven health care revolution out there where each individual has access to their smart phone, all their vital signs and relevant data. There's an ability to tap into their DNA sequence and all of their genomics. And of course that's superimposed on this digital infrastructure that each person has now with a social network, with broadband Internet access and pervasive connectivity.

When you combine all this, it is an empowerment, the likes of which we've never seen for consumers. If the medical community doesn't wake up, it's going to be completely driven by consumers. There are a lot of problems right now. In recent months, there have been articles published in top-tier journals in medicine, asking, for example, if patients should have access to their laboratory tests. I say, how can you even ask that question? The AMA [American Medical Association] is lobbying the government [stating] that consumers should not have access to their DNA unless it's mediated through a physician, which is amazing to me since the AMA did its own survey of 10,000 physicians, and 90% said they were totally uncomfortable dealing with any genomic data. So we've got these kinds of problems going on right now where there's a real irony [around] emerging data. What should be the ownership, the rights of the individual? The medical community is basically suppressing that from happening.

Hanson: My father was a primary care physician and internist whose medical records were in his office in a file cabinet. He would scribble some notes during the patient visit, during the exam, and then dictate his notes into a Dictaphone which would be transcribed onto some onion skin paper that the file clerk would then put in the file drawer. That was his medical record and his property, and that's what he sold when he sold his practice. I think what we're looking at now -- and again, I'm again curious as to your sense of this -- is a world in which patients are going to be accumulating their own health care data on smart phones and devices in their home and sharing it with health systems and providers as they see fit.

Topol: Yes. I think that's right. Along the lines of what I was [saying], there was also in an Annals of Internal Medicine [an article asking] whether patients should have a right to access their office notes from their doctor. Even that's being debated. This is crazy stuff. But I do think there's a change, a true radical change, that's emerging in medicine, which is that all this can be digitized, whether it's medical records or all the things that we've been discussing. This is the rightful property of the individual. It's about their health. I think this is something that -- as we go forward from birth or even from the fetal stage, from the womb to tomb -- is going to be the story going forward. We have got to reset for that.

Hanson: So coming back to this accumulating the information on your smart phone, you give several examples in the book of how you have not only been a physician, a provider on the one hand, but you've actually acted in the role of that smart, emancipated patient. Maybe you could tell us about some of the experiences you've had there.

Topol: When I worked as a patient myself?

Hanson: Yes.

Topol: It was really enlightening. When I was in the very early testing of genome-wide scans ... in the book, I talked about how I did this too early, before a lot of the glitches were identified. So here I am, I've been a cardiologist for a couple decades, and I get my genome-wide scan. The first thing I look up is my risk of heart attack, and I see 102%. I say, "Oh my gosh, I've got an even greater than 100% risk. How can you have a greater than 100% risk of a heart attack?"

I wrote in the book, and it's true, that I called my wife and said, "I don't think I'll be making it home for dinner." But I think that was a mistake. I do have an increased risk for heart attack, but they didn't have their algorithms and their predictive analytics ready. So fortunately, it didn't roll out to the public. That, I think, underscores a key principle: All these things, whether they are apps and add-ons to smart phones with bio sensors or whether they're genome assays, all the kinks have got to be worked out before we have a mass exposure.

I also had [an experience] with the portable ultrasound, the Vscan. I had this horrendous leak of my mitral valve, and I thought I was going to have to sign up for open heart surgery.... Again, it was a software glitch. But both these happened because I had the earliest, too early, access to the technology.

Hanson: I want to return to that in just one second, but the other thing that I thought was amusing was ... a situation where your wife was monitoring your brainwaves to see if you were asleep or not.

Topol: The Zeo device is a brainwave sensor you wear on the forehead, [like a] headband. It gets your brainwaves every minute while you're sleeping, and can project them onto a clock so that anybody can walk in, look at the clock and know what phase of sleep you're in. So my wife, who tends to be a night owl, comes in soon after [I start] monitoring my sleep phases, looks at the clock and says, "Eric, I know you're awake, and I want to talk."

Talk about a wake-up call. That really showed me that this was not just monitoring sleep. It was really quite amusing. You know, when you start monitoring [situations] like that, all sorts of unpredictable things can happen.

Hanson: That goes to [my next] question. The situation I deal with in my administrative role is doctors essentially saying, "You're jamming too much of this stuff down our throats too quickly. There's too much change. This new technology or this new approach ... isn't ready for primetime yet." And as you talk about this in the role of the patient, you're seeing or experiencing potentially the same sort of thing. I'm curious, how do you answer that?

Topol: No, I don't agree. I think whenever we can demonstrate that information and knowledge of an individual improves their outcomes -- and in the future, it's going to improve our chances of actually preventing illness, which is the ultimate goal -- those are good things. I don't see this as a "too much information" or cramming issue whatsoever. There is that potential, but when it's used appropriately, I think it can become invaluable.

Hanson: So how should we, as responsible professionals, decide when something is ready to transition from the laboratory, if you will, to the clinical setting?

Topol: This is, of course, highly specific to the individual and the condition of concern. A perfect example today is a person gets a prescription. Is it right for that person? Is there a potential for a horrible side effect or of the drug not even working? There are many drugs today that we could do a quick genotype [for] to determine that, and we're not doing it. That gets me highly frustrated.

Just to add a little bit of color to that. A commonly used drug is Tegretol, a carbamazepine, used of course for a lot of different conditions--

Hanson: For seizures.

Topol: Yes. In Taiwan, you can't get that drug without a genotype that says that you're not going to have a potentially fatal adverse effect known as Stevens Johnson Syndrome. Well, in the U.S., no one who gets that drug gets a genotype. The chances of getting that potentially fatal adverse effect, which could be preempted, are one in 1,000. There are hundreds of thousands of people taking that drug, getting new prescriptions all the time. So this is an example where we have information, we're not using it and it's really unfortunate.

Hanson: People have talked about the idea that the entire classification scheme of taxonomy of diseases is going to be rewritten. We're both aware of disease descriptions, like consumption and miasma and things, that were used to describe diseases as if they were real a century ago. We now ridicule them and talk about prostate cancer and other diseases. I'm curious as to what you think we'll be talking about in the next decade once genomes are routinely sequenced.

Topol: You know, I think that is a key point going forward. We will, indeed, have genomic data on most people. It's obviously still going to be an option years from now. Some people will not want that, and they will buck it. But for the most part, we're going to have this information very early on in one's life, and that is going to be, in so many ways, pivotal to guiding not only the proper treatments, but the prevention strategies. It gives us an edge that we never had before. One of the most exciting things [is that] just last Friday, it was announced that USB size sequencing devices can plug into a laptop -- this so called MinION from Oxford Nanopore. It took the world by surprise. I wrote about it in the book, but I thought it was still five years off. And it happened all within a year. So this is an amazing jump in our sequencing capability, which will be transformative. [On February 17, Oxford Nanopore Technologies introduced DNA "strand sequencing" on the GridION platform and presented MinION, a sequence the size of a USB memory stick.]

But I think the key point is not to look at it as an isolated sequencing of DNA; it's just part of a panoramic view, high-definition, of each human being. We have never had these tools before. We have practiced all these years at a population level, whereas now we have the tools to really practice medicine at the individual level.

Hanson: We're going to wrap up. Maybe you can close with a quick description of what you see personalized medicine looking like, as an anecdotal description of the patient of the future.

Topol: I think if we can get this going into high gear, we will see a far more precise, efficient, participatory and ultimately preventive form of medicine. So it's very exciting. But the problem is that the medical community is just so darn resistant to change. If we get this moving, I think it's going to rely on our consumer-driven story here.

Prescriptions won't be given without knowledge of whether they will work in advance or induce a serious side effect. We won't have, in the future, the whole issue of blood pressure not being controlled because we will have that on a beat-to-beat basis all archived in one's phone. For diabetics, glucose will be monitored minute by minute. In fact, pre diabetics -- there are a billion of these people on the planet -- could actually have their diabetes prevented by [following] lifestyle modification because their phone will be giving them their glucose basically all the time. So there's all sorts of exciting new ways that each person will have access to data, information, knowledge that, in partnership with their physician, could make an enormous difference in their future health.

Hanson: Great, thank you. It's been a real pleasure talking to you today, and I look forward to seeing your book.

Topol: Thanks very much. Great to chat with you. via knowledge.wharton.upenn.edu

________________________________________________________________________

Hire Jim Woods to Speak to or Advise Your Organization

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation. 

 

 

Why Engagement Isn’t Enough: How Managers Drive Results

As leaders, we often miss critical indicators that can improve the likelihood of organizational and personal success. Consider the ubiquitous employee satisfaction survey, which is usually administered once a year and, as long as the scores are respectable, crossed off the corporate must-do list. Typically, these surveys measure employee engagement levels. But as Adrian Gostick and Chester Elton explain in the excerpt below, that’s not enough. They rightly contend that employee energy and enablement are as essential to high levels of performance as engagement.

As I think back on projects that I have been associated with, it is clear that every success and failure was due not only to the level of engagement among team members but also to their energy level and the degree to which they felt enabled (or empowered) to achieve their goals. At a time when leaders everywhere are spending an inordinate amount of time identifying “A” players and getting them on the bus, it is also clear that the three Es — engagement, energy, and enablement — are the key to realizing the full potential of employees.

— Ann Rhoades

 

An excerpt from Chapter 3 of All In: How the Best Managers Create a Culture of Belief and Drive Big Results

 

On a thundery morning in Fort Lauderdale, only a few miles from where U2 played a few nights before, a crowded indoor atrium begins to take on the feel of a rock concert. Businesspeople are hanging over six floors of balconies looking down at a collection of dancers on the main floor. Then, at the urging of the lead performer, just about everyone in the building suddenly starts moving to the pulsing strains of a recording by Lady Gaga, throwing their fists in the air and shouting, “Just dance!”

When the music ends the crowd roars. The lead dancer, a middle-aged woman in a business suit, waves up at the gathering. Hundreds of people are laughing and cheering another performance by Doria Camaraza and her leadership team.

Doria who?

This mild-mannered, bespectacled woman is the senior vice president and general manager of this American Express World Service Center, located in two nondescript buildings in an industrial park in southern Florida. This is a 3,000-person call center, and the work is not easy. Customers call when they need help with a lost card or want to make an address change. Others want to dispute charges or can’t find their bill. And some are upset; perhaps they don’t qualify for a credit increase. Yet despite the often demanding atmosphere, Camaraza and her fellow senior managers have found a way to get just about all of these people to believe in what they are trying to accomplish. In fact, we might argue that she and her team are the best bunch of leaders of believers you’ve never heard of — bad dancing and all.

Here’s some proof: Around the United States, employee turnover in call centers averages about 50 percent annually. That means if you answer phones for a living, about half your coworkers will leave before another year passes. Not here. Turnover is Fort Lauderdale is in the single digits annually. Let us pause for a moment to let that sink in: Turnover is less than one-fifth the national average.

But there’s more: Productivity measures are tops in the call center industry.

Six years ago, when Camaraza took over, the call center was good. Today it’s great — helping American Express earn an unprecedented five consecutive years of J.D. Power & Associates awards for highest customer satisfaction among credit card companies. Very impressive.

But boogying in front of your employees? This is, after all, American Express — one of the world’s most prestigious business brands, and you might argue one of the most serious. Not here, says Camaraza. She calls this American Express facility a “community of caring,” and the leadership team dances every month in the atrium to get attention before the real business of this meeting, called “Tribute” — spotlighting employees who’ve gone above and beyond and those who are celebrating long-tenure service awards. As soon as the music ends, Camaraza retires to what she calls her “Oprah chairs,” two beige loungers, where she interviews a series of employees who are being spotlighted publicly for living the American Express values. via strategy-business.com

________________________________________________________________________

Hire Jim Woods to Speak to or Advise Your Organization

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation. 

 

Friday, June 1, 2012

Why Race Still Matters in the Workplace - David Rock and Dan Radecki

"Collective fear stimulates herd instinct, and tends to produce ferocity toward those who are not regarded as members of the herd."
— Bertrand Russell, Nobel laureate

In the weeks since the death of Florida teen Trayvon Martin, the national uproar at the circumstances around the event has been profound. While the facts are still emerging, it seems clear that a heightened sense of threat and fear on the part of shooter George Zimmerman played a significant role in the tragedy. All this more than 60 years after the lynching of 14 yr old Emmitt Till led to the growth of the American civil rights movement. Can the workings of the human brain help us understand and perhaps thwart this conundrum?

A good place to start may be the sensitive neural circuitry dedicated to detecting and reacting to threat. One of these regions, the orbital frontal cortex (OFC), is responsible for integrating information from various brain areas, including visceral emotions, in an attempt to facilitate decision making. Current neuroimaging evidence suggests that the OFC is involved in analyzing our available options to a stimulus, and communicates its decisions by creating emotions that are supposed to help you make decisions.

Through the course of evolution, it's probably the case that these error detection centers have developed to become acutely sensitive to possible threats in the environment....so much so that if in doubt, our brain will err on the side of caution. After all, it would have been safer for our ancestors to assume that the rustling in the bushes was a sabre-toothed tiger and react accordingly, as opposed to assuming it was a gust of wind, only to become a midday snack. The problem is that our society and lifestyles have evolved at a much faster pace than our brain. We still have that old evolutionary bias generating an intense fear of uncertainty, and react in a fight/flight response. While this may still be adaptive for us as a species, the strength of that response isn't as critical in today's society (sans the sabre-toothed tiger).

A study by Xu et al at MIT demonstrated the importance of perceived group affiliation on how we respond to others. Subjects had their brain imaged in an fMRI machine while viewing photos of people receiving either a painful stimuli (a pinprick on their face) or a neutral stimuli (cotton swap on the face). A consistent area of the brain, the anterior cingulate cortex (ACC), was activated when subjects viewed another person in pain, which was not surprising, since this area is thought to contribute to feelings of empathy.

However, the interesting finding in this study was that activation of the ACC was significantly decreased if the person in pain was a different race than the subject. In essence, they demonstrated evidence of an empathic bias toward racial in-group members, at the neuronal level. Now these weren't radical, racist subjects in the fMRI machine; these subjects were educated, seemingly normal college students of various backgrounds. So if I perceive you as similar to me simply based on race, then my brain will react with more empathy or compassion than if you were of a different race, and this occurs without our even realizing it.

This bias may increase our error detection circuitry so that we react quicker and stronger to a possible threat, in this case a member of another racial group. Could this have contributed to the events that unfolded in the Florida tragedy, where error detection and threat responses were undoubtedly on high alert in George Zimmerman?

Race matters more than just in regard to empathy and threats. A number of other studies have come out in the last few years highlighting how differently we process information coming from someone we perceive as simply different from us, compared to someone we perceive as similar. A study out of UCLA in March illustrated this nicely by demonstrating that the brain processes empathy towards friends who are experiencing social pain differently compared to strangers enduring the same social pain. In short, we process information from out-group members scantily, and make a lot of errors as a result. Information from in-group members is processed using totally different and more robust circuits. This all happens beneath conscious awareness.

These findings have implications beyond the courtroom. This is something that leaders and managers in any diverse organization need to understand. If you want people from different cultures to collaborate at their best, creating a common "in group" is critical. This happens through focusing on shared experiences or shared goals, which help offset our default, non-conscious "foe" response to those a little different from us.

Collaboration is on the rise in organizations right at the time that we're becoming more diverse, often involving teams drawn from various countries, who may never get to meet. As the pace of change increases, strong emotions can increase for many stakeholders. Put all this together and the potential for unhelpful knee-jerk reactions is all too high. While hopefully we won't have a corporate Martin case, many small injustices are no doubt served every day that needn't happen.

The bad news is that race does matter, no matter how civilized we want to think we are. The good news is that the effect of race can be mitigated with increased awareness. Right now many experiments are being done to test out exactly how to mitigate this effect, a number of which will be presented at this fall's NeuroLeadership summit in NYC. via blogs.hbr.org

________________________________________________________

Hire Jim Woods to Speak to or Advise Your Organization

Innovation, Growth, & Hypercompetition Consultant/Speaker/Business Coach

 Website: InnoThink Group
Request a consultation: Office: +1 719.649.4118 or complete our form.  
 

Innothink Group is a strategic management, innovation and business coaching consultancy. 

Our Guarantee. Where many consulting firms are reluctant to bear risks or tie their rewards to project outcomes, we decided to build a better model. We align our success with yours. We’re outcome obsessed, outcome paid, putting nearly two thirds of our fees at risk subject to hitting predetermined milestones. More than a guarantee we wanted from the outset to create true partnerships with shared responsibility. See a few of our clients.   

We provide broad ranging advice covering innovation, commoditization, competitive advantage, business policy and strategy, as well as global strategy and implementation.