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Manufacturing Systems: EMP-5179

Module #10: Teams, Decisions& Change Management

Dr. Ken AndrewsHigh Impact Facilitation

Fall 2010

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EMP-5179: Module #10

Teams & Teamwork

Decisions, Decisions

Priority Setting

Change & Resistance

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True Confessions of a Team Person

“I have the best solutions – it’s obvious what we should do.”

“If they would just listen to me, they’d understand.”

“They talk too much.”

“There’s too much debate – it’s a waste of time.”

“Meetings last far too long.”

“If everyone else did their job properly, I’d be able to work better.”

“Oh, yes! They should also build team spirit and improve communications.”

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Teams are Organic

As relationships develop,interactions change.

A new arrival changesthe molecule.

Prescriptive team “rules” don’t work! Your Customers will receive excellent service only

when every team member does a perfect job.

Team Molecule

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Toxic Teaming Atmosphere

“There is no such thing as friendly competition.The competitor who wins gets the reward today; the loser

tries harder to get even tomorrow.”

Competitors are opponents. Collaborators are colleagues.

Also …. teams are fine, but peoplelike to have their ‘own space’ too!

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When the task requires:– multiple inputs and perceptions– problem solving– cross-functional implementation– coordinated roles and responsibilities

Teams are not for everything

When Do You Use Teams?

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Effective Team Characteristics

Goals and objectives are clear to all members

Communication is open and informal Roles within the team are clear There is a high degree of cooperation and

a low degree of competition Creativity and innovation are frequent Productivity is high

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Team Meetings

Meetings are most effective when participants arrive with lots of ideas, which they hope will be improved with team

brainstorming.

Meetings are least effective whenparticipants come armed with

“their solution” or “the answer.”

‘Getting to Yes.’& other sources.

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Perceptions Influence Decisions

Organizations tend to emphasize past experiences.

The past looks more logical.

People over-estimate their own roles in events.

It is always assumed that bosses know more, have more experience and/or are smarter.

People attribute bad outcomes to enemies or bad luck; they attribute good results to themselves.

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Most decisions are not commandments engraved in stone – usually temporary organizational rules.

Commit to enforcing the rule until it proves itselfno longer effective (use metrics).

Decisions are really ‘educated guesses’. Avoid ‘violent agreements’. Evaluate decisions/options using all relevant criteria

“Research on group effectiveness has demonstrated

that decision-making processes that encourage the expression of alternative views

produce superior decisions.”

Making Decisions – Good Ones

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Decision-Making Tools

Flow Charts - let everyone see what’s really happening

Options Development Force Field Analysis Decision Matrix

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Option#1 Option#2 Option#3 Option#4

Evaluation Criterion (A)

Evaluation Criterion (B)

Evaluation Criterion (C)

Evaluation Criterion(D)

Evaluation Criterion(E)

Decision Matrix

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Facilitating Consensus

After discussing the +/- of an issue, ask each team member how he/she feels about the proposed decision by selecting one of the following

options:

1. I can say an unqualified “yes” to the decision. 2. I find the decision acceptable. 3. I can live with the decision, while not very enthusiastic

about it. 4. I do not fully agree with the decision, but I don’t wish

to block it. 5. I do not agree with the decision – let’s explore other

options

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Facilitating Consensus

“What information do you need so you can support this decision?”

“What results/effects of this decision do you think we have neglected to consider?”

“How can we jointly build on this idea so we can reach a decision you can support?”

“Can we ‘park’ your concerns, move on, and re-visit them at a later time?”

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Options for Team Decision MakingThere is a spectrum of decision-making strategies available to

managers, depending on the nature of the problem and the skills of the team:

Directive: manager decides. Consultative: manager asks for input, then decides. Option development: team develops several options,

makes recommendation, manager chooses. Team empowered to reach a consensus decision, within

boundary conditions - requires patience. Team empowered to reach a “majority” decision

- usually for less important issues.

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Traditional Approaches to Change

Vision/Strategy-Based Change– high level, conflicting goals,

single event

Structure-First Change– decentralize, consolidate, fast-fix, people?

Process-Based Change– talk vs. action, too busy, no implementation

Technology-Driven Change– data is king, imperfect processes, defined by IT

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Laws of Change

People fear pain & loss, more than change.

The further the demand for change is from the point of implementation, the greater the resistance to the change.(Law of Distance)

The more complex the change, the greater the need to introduce it slowly.

The more simple & straightforward a change seems,the more complicated it will really be.

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20-50-30 Rule

“The secret of managing is tokeep the guys who hate you away

from the guys who are undecided.”

Casey Stengel NY Yankees Manager

In a change situation:20% will be for it50% will be neutral or undecided30% will resist it