Categories
Adoption Behavior Complexity Simplicity

Simple versus Simplistic

Photo by Coline Haslé

Last week’s blog post focused on the differences between complicated and complex. Our view is that the distinction is useful when approaching issues, designing solutions and driving adoption. Complicated and complex issues require different skill sets, approaches, and techniques to solving them.

This week we thought we would address the other side of the continuum; simple versus simplistic.  

Merriam-Webster defines the word “simple” as “not hard to understand or do.” Simplicity can be described as clear and lacking in pretense.  The adjective “simple” means plain, easy, ordinary, or uncomplicated. A simple solution to a problem is usually a good solution….It’s probably no shock  to you that we are big fans of the acronym KISS.

“Simplistic,” meanwhile, is defined as “too simple” and “not complete or thorough enough.” The adjective “simplistic” generally has a negative overtone generally meaning “ overly simplified”. The important nuance being that it is characterized by extreme and often misleading simplicity. As we have been digging through this topic it struck me that people use the two words interchangeably these days.

Simplicity before understanding is simplistic; simplicity after understanding is simple.

Edward De Bono

Simplistic sounds so much fancier than simply saying “simply”!!!  Yes, both “simple” and “simplistic” come from the same root, but the latter is considered an excessive example of the former. In other words, too much of a good thing!  It’s really important to understand that they could not be more different. We are working with that realization because it is core to our mission at Occam’s.  When you weave the understanding  of the difference between simple and simplistic into your behaviour it will result in enhanced personal and professional interactions and relationships. 

In terms of individual behavior we typically see examples at different ends of the Simple vs Simplistic spectrum as well as all the way across the spectrum. 

Let’s start with the Simplistic end of the spectrum.  Simplistic statements and behaviour are shallow with no depth. Descriptions and statements are broad and generic, quickly articulated and also easy to understand.  Take a moment and put yourself in a scenario where you were  delivering a message or action and you oversimplifed both the issue and the potential solution.  I’m going to ask for some soul searching and self reflection with this next question.  In those instances did you feel that you stepped into the situation where you were basically “winging it”.  The reasons for it could be one or more of many:  as a lack of comprehension or understanding of the facts, driven perhaps by prioritization, time constraints, and inexperience?  Alternatively, you receive updates and requests from others that leave you with the sense that its now up to the rest of us to go figure it out!!  

If you can’t explain it simply, you don’t understand it well enough.

Albert Einstein

The higher up you go in the career ladder the easier it becomes to slip into the art of being simplistic without even realizing it.   When interacting with others its easy to slip into the excuse that your time constraints  don’t allow you time to dig into the details or debate something.   As a consequence it’s inevitable that you begin to come across as shallow or even dismissive.

So let’s reset  with this thought: It’s not easy to be simple, but it’s unbelievably effective. On the other hand it is easy to be simplistic.  The two are very different and should not be confused.   However, how do you get from simplistic to simple?  Because the reality is whilst you do have to start with being simplistic the reality is that you can’t end there. 

Make it simple but significant.

Don Draper

The trick is to invest time in yourself.  In every area of what you do and what you aspire to be you have to go from the simplistic level to a deeper dive so that you become real and credible.  After a while this process becomes an integral part of who you are and how you operate and this results in a level of credibility, trust and influence that becomes part of how you are perceived and respected.

How would you self assess your behaviors on the simplistic to simple continuum?

We’d love to hear from you.

Categories
Behavior Complexity Simplicity

The Cost of Complexity

Photo by Amy Elting

Organic growth increases the number and types of customers, products and suppliers within an organization. This adds both revenue and cost to the operating model but does so in a way that is consistent with the operations of the business. This type of growth maybe complicated but it isn’t necessarily complex.

Complicated issues are defined as ‘the state or quality of being intricate or complicated.’ Complicated issues are intuitive, have patterns and follow a set of rules. They can be resolved by breaking down the problem and understanding the cause and effect and implementing a solution. You can solve complicated issues in a repeatable manner.

Complex issues, however, are defined as something ‘consisting of many different and connected parts and not easy to analyze or understand.’ Complex issues are more difficult to diagnose and may have no rational explanation. They don’t follow any set rules or laws and are unpredictable in terms of outcomes. Examples of complex issues would include managing employees, merging two companies, or adopting a diversity and inclusion program.

As an organization grows it may become more complicated but it shouldn’t become more complex. 

If you are a chocolatier, you’re operating a pretty simple business. Chocolate typically has five basic ingredients; Even when you make different chocolate varieties and different packaging for seasons, size etc it may become complicated but it isn’t complex.

Growing your chocolate business by acquisition on the other hand can become fairly complex. Your target acquisition needs to be receptive to the idea, at a price and terms you both can agree on. You need to agree on the benefits of joining forces and be able to persuade shareholders, customers, employees, suppliers, and regulators that it is a good idea. The successful pursuit and integration of an acquisition is a complex issue.  Think about trying to grow this business by acquiring Artisan chocolate makers, which these days is so often the case for the major chocolate manufacturers!

Let’s switch gears and look at the US airline industry. Southwest Airlines began services  on June 18, 1971, with three Boeing 737 and has predominantly operated the Boeing 737 for 49 years. Their strategy of operating only one type of aircraft for 49 years helped reduce the impact of complexity of their business and helped keep their operating costs one of the lowest in the industry. Even after acquiring AirTran Airways, Southwest chose to lease Airtran’s fleet to Delta rather than create variation in their flight operations.

Compare them to American Airlines who operate 20+ aircraft from four different manufacturers and you begin to see the difference in complexity between the two business models. Activities such as hiring, training and re-certifying a pilot to operate an aircraft may be complicated but it isn’t onerous. Even assembling and distributing safety manuals isn’t difficult. However, the operation of a business model which involves so many different skills, pay scales, seniority, operational procedures, and aircraft and you begin to see how complicated becomes complex.

Leaders, like Herb Kelleher, Southwest Airlines founder, make choices grounded in simplicity. Other leaders, over time, make choices that impact the shift from complicated to complex. In moving from complex to complicated we are adding future costs to our organization; costs that are not necessarily variable and certainly difficult to manage.

CASE STUDY – COMPLICATED TO COMPLEX

A large fresh produce distributor managed their entire revenue cycle on Excel. Developed by an excel guru when the business was small, this sophisticated set of worksheets continued to track orders and sales even as the company grew exponentially over a five year period. While perhaps not the best option, it worked. For a while. With no significant change to the revenue management system the spreadsheet soon became difficult to open and even harder to navigate. Only one person, the original creator, fully understood the mechanics of the reporting tool. Complicated had become complex and the business created a single point of failure as financial reporting became increasingly dependent on a single employee. What would happen if he were to leave? How would someone new be able to learn the intricacies of the spreadsheet? How long would it take? In the meantime, how is management able to effectively rely on, or judge, the insights without any ability for review?

As organizations become increasingly complicated we need to watch our for shifts to complexity. These shifts often create risk, add future costs, and reduce reliability.

Complexity is also one the largest sources of disengagement in the workforce. Complex operational issues make it increasingly difficult for employees to be successful. Complexity leads to ambiguity, misinterpretation, and misunderstanding which in turn results in a ‘me vs we’ attitude.  In addition, complexity leads to a culture of restraint and mediocrity which negatively impacts productivity, efficiency, and effectiveness.

Leaders should consider not only how they are building their organization but how to do so with a view to minimizing complexity. Often we respond to growth by simply layering on top of our existing procedures a new set of activities and responsibilities. We don’t look at the organization and ask what was necessary before that we no longer need today. Looking at the organization with a view to unravelling the complexity that was previously laid down will go a long way to help improve bottom line results as well as employee engagement and job satisfaction.

Categories
Behavior Complexity Leadership

The Art and Science of Complexity

Four tips to help unravel complexity in the moment

Categories
Behavior Leadership

Zigging when others are Zagging

Full disclosure, I have always zigged when others zagged.  In the big scheme of things, I’m glad I did what comes naturally to me.  There were times in my career where it went great and times where it was a disaster.  There were also many occasions where my zigging caused everyone else “in the room” to look at me as if I had two heads, was crazy, or was told that I was being unrealistic.  As I became a more senior partner the term “out of the box thinker” was also used when people referred to me, so it all worked out, because I like that term as did my team mates………. it let us “do stuff”!   

Starting Occam’s Edge has been fantastic because we are investing our time and efforts in learning and researching behavioral characteristics that add to the development and growth of leaders with a view to making their career path fulfilling and positive to both individuals and their organizations from a personal and commercial perspective.  

I recently discovered Patrick McGinnis.  In 2004, Patrick, at the time a student at Harvard Business School, invented the acronym FOMO, which stands for Fear of Missing Out.  We have all experienced it personally and professionally.  Smart phones and social media have certainly added to our mindset of “not missing out”…..on anything……Patrick McGinnis also coined another term, FOBO, The Fear of Better Options.  FOBO is caused by innumerable options, choices and opportunities and at its core is actually a very negative trait. Extreme FOBO behavior not only results in deciding to not make a decision or choice simply for the purpose of keeping all options open for oneself rather than making the right choices and decisions for the benefit of the greater good. Patrick McGinnis has a fabulous podcast, FOMO Sapiens, which I’m enjoying tremendously. I highly recommend it.

But let’s get back to the concept of “Zigging when others are Zagging”.  The reason I began with a quick discussion of FOMO and FOBO is because FOMO can result in us following people who are perceived to be successful. They are viewed as achieving success because they are everywhere, doing everything due to their fear of missing out.  I see that, as you simply Zagging along with others believing that it’s a pretty solid path to your own success too.  FOBO, on the other hand results, at one extreme, in narcissistic behaviors and in the other extreme, “analysis paralysis”.  It’s important to recognize the impact of FOBO, so you don’t fall into the trap of thinking you are Zigging, when in fact you are being indecisive and at the other end of the spectrum becoming someone who puts themselves and their needs ahead of everyone else.  All of these concepts though do have one common theme……they add to organizational complexity resulting in a lack of energy and agility.  Over time this becomes a drag on performance, culture and brand reputation. 

What does it means to be a Zigger in your organization?  The easiest way to understand this is to think about what makes entrepreneurs tick.  Characteristics of successful entrepreneurs are, among other things:  action oriented, nimbleness, courageous, crazy, “boat rockers”, accountable, willing to take smart risks, thick skinned, able to absorb failures and move on, able to motivate and inspire others. All of these are also core characteristics of people who zig when everyone else zags.

To be hugely successful in your life’s vocation you do have to be able to stand out.  I would think about the characteristics that entrepreneurs are known for as a skill set that allows you to be a change agent.  What if you applied some of those skill sets to your role?  I would say to you that as you reinvent yourself in this manner, you will also be contributing to your organization’s growth, as well as helping to create a vibrant culture and brand. In this time of difficulty and disruption, every organization’s success is going to be based on having people who think and act like entrepreneurs. 

Most of us are most comfortable with stability and normalcy, especially in times of upheaval and uncertainty. The biggest barrier to become a Zigger is quite candidly psychological.   Although in a balanced world we do need both Ziggers and Zaggers, our mission is to motivate and inspire you!  So, seize this moment and rethink your personal growth strategy.  We are currently in a time of recreating the world as we know it.   I do believe that amazing adventures await all you future Ziggers.

Categories
Behavior Leadership

Leadership that strives for “The Dream”

Sunrise at Haig Point SC
Photo by Valli Perera

The planned focus of the blog today was to expand on our postings of last week, related to exceptional leadership.  However, I couldn’t do that without weaving into this posting the demand for change which we the people are rallying for.  Not only to be seen and heard but more crucially for real action and change.  Inspiring statements from corporate leaders in support of “Black Lives Matter” are beautiful and many are heartfelt.  But, it is the actions that follow these words that will matter, and authentic leaders will now have the opportunity to be the catalyst for these actions for lasting change.  And for those who have remained silent:  Your silence is deafening and the message you are sending by being silent speaks volumes.

Martin Luther King’s “Dream” speech is timeless in its hope, inspiration and challenge to us all.   For many of us, certain snippets of this very serious speech are branded in our minds…..for me, it has always been his hope that “I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin but by the content of their character”.  It is reported that The “Dream” sections of Rev. King’s speech that day were actually not in his formal address.  He went off script and he spoke from his heart.  That is why his plea is still a powerful message and call to action today.  The same can be said of the message delivered by Atlanta mayor, Keisha Lance Bottoms, a week ago when peaceful protests were disrupted. Her unscripted and passionate speech was powerful.  

During this time, we made some progress, but there is still so much to progress to be made.  Small actions matter.  Just think about Rosa Parks’ deciding on that fateful day in 1955 that she was not going to give up her seat to a white person.  That action, literally was the beginning of the end of the segregation laws in the South.  It can’t have been easy, but she later said, “she was just tired of giving in”.  We have made progress certainly since that day in 1955.  I won’t list statistics here because that level of progress made is simply not sufficient and it is frankly not about percentage of blacks in corporate boardrooms, or upper management, or attending prestigious universities, although that is important too.  

The breadth and depth of the issue is so much more…….race is just the tip of the iceberg in modern times and in a world that in many ways  has been made so much smaller and accessible by technology, is a chasm when it comes to equality, justice, access to excellent education,  health care, home ownership, and access to economic opportunity.  This chasm is fully supported by data, which we should all take time to absorb.

“We need leaders not in love with money but in love with justice. Not in love with publicity but in love with humanity. Leaders who can subject their particular egos to the pressing urgencies of the great cause of freedom…..a time like this demands great leaders.”

Dr. Martin Luther King, Jr.

Business is a critical platform for change and equality. So, to corporate leaders everywhere who have spoken up this week (and to those who haven’t):   Let’s start by saying out loud:   each of us is actually not treated the same as the person next to us.  That’s the proverbial “elephant in the room”, that needs to be stated and accepted. How does that then change the way we think, act, and lead.  How does it change our expectations of our responsibilities to, ourselves, to others and the rest of humanity?  The script is already there in “The Dream”.  We each have personal responsibility to own this narrative and act accordingly. 

As I sit thinking about my own personal responsibility, I paused to reflect on how I have in the past, and will in the future, apply the tenets of “The Dream” to my actions each day.  I would love it if each of you would do the same.  I am “brown” and have had my fair share of “challenges” as I moved along my career path, but at this moment for this piece, it’s not about me.  

The reality is that I am a privileged nationalized American.  I had a supportive family, access to great education, access to economic capital and opportunities resulting from all of that.  Truth be told, even though I think I understand the struggle and the inequality, my understanding is simply a scratch of the surface.  Somewhere along the way, I came to realize that nothing could be further from the truth and so I continue to try to learn and grow and be a positive catalyst to help raise others up and be a catalyst for change, albeit a small catalyst. 

In my journey, I realized that, if we don’t communicate directly with each other we will never understand each other. If we don’t mix directly with each other we will never be able to move forward. The more we hide behind our differences the more we will continue to isolate and distance ourselves and the “Dream” will continue to become a “Nightmare”.  

I hope, I have given you something tangible to think about and put into action. As always, we would so very much welcome your input and the opportunity to discuss and debate these issues with energetic candor and respect.

Categories
Behavior Empathy Leadership

Unintended Consequences of Empathetic Leadership

Following up on her recent podcast, Valli Perera talks about recognizing, understanding, and avoiding negative outcomes of empathetic leadership

Photo by Honza Hruby
Categories
Behavior Complexity Governance Process

Data & Analytics

The one question you should ask yourself when thinking about your data.

Photo by Franki Chamaki 

An ex-colleague, Andrew Hombach, asked a fabulous question that I thought I would share with you. Andrew and I worked together at Ironside, a data and analytics consulting firm in Lexington, MA, and he now works as a Customer Success Engineer at Databricks. Smart individual, as you will note below.

We were working on a thought leadership article on Data & Analytics Strategy and we were trying to think of simple ways to articulate the challenge that executives face in the complex world of data and analytics. Here is the question he said we should ask.

“If you found a problem with your data, who would you go to to have it fixed?”

It’s the kind of question that makes me wish we were still working together. Simple, insightful, and yet challenges us to think through and acknowledge how complex our business or functional areas really are.

This was frequently validated when we asked executives and leaders the question. What I have found, is that the question, and not necessarily the answer, leads to a great discussion on issues such as data governance, data security, and reporting often resulting in actions that make progress along a data and analytics journey.

While the most common answer seems to be “I haven’t a clue, we have [insert name] who takes care of those things”, I have been impressed more recently in talking with a few data driven executives who know exactly what they would do. They break the mold and are learning to live by the data as a way to inform their intuition.

For illustration purposes let’s walk through an example. We could use any data set you chose; product, supplier, customer, employee, financial, etc. We’ll use customer data because it’s easy to follow. 

You may have more than one record for a customer, each may be incomplete or incorrect. For example, a customer moves house and you don’t have their correct address, or changes a phone number, has different spellings of his or her name (first and/or last), different credit terms, billing address, shipping address, etc. There are plenty of ways in which the data could be inaccurate and/or duplicative.

If the data is inaccurate, it more often than not leads to poor customer experience at any or many points along the customer experience life cycle. The cost of poor customer experience could be the loss of a customer, reduced repeat business, and/or lower social media ratings. Furthermore, it impacts your operational metrics; everything from length and number of calls to undelivered product and there’s no way of knowing how frequently issues really occur, unless you track customer incident rates.

The simplicity of the question isn’t about the 99% of the time that you get it right. It’s about the exceptions and it asks you to think about the policy, procedures, and processes you have in place to fix the exceptions. Most organizations don’t rely on standard procedures to identify, decide, and solve, for data inconsistencies. They tend to be more ad hoc and rely on the first line of customer service channels to identify and fix any data issues.

We’d love to hear from you. 

How would you answer Andrew’s question? What follow up questions would ask? 

Take a few minutes to consider it and maybe ask this question in your next data governance meeting. It will be interesting to hear your team’s answers and observations.

For the courageous, let us know your responses and we would be more than happy to act as a sounding board for your reflections.

Categories
Behavior Leadership Motivation

Exceptional Leadership

Being an exceptional leader requires
  • Being genuine (aka authentic)
  • Being both self-aware and aware of the challenges of those who report to you will allow you to lead with empathy
  • Communicating with directness and honesty, especially in the difficult issues and tough decisions
  • Being a great listener and taking time to tell people what they “need” to hear versus what they “want” to hear
  • It’s not about your success but about making others achieve their potential.  If you do that, you’ll be incredibly successful
Photo by kiana-bosman
Categories
Behavior Leadership Motivation

Leadership

Photo by kiana-bosman
Becoming a leader requires . . .
  • Sound skills and desire for continuous learning
  • Knowing what motivates you
  • People who care to help you along the way
  • Be prepared to get knocked down, pick yourself up with grace and try again….and again, and not give up
  • Let who you are shine through

Categories
Behavior Complexity Leadership

The Importance of Authenticity and Empathy in Leaders

Listen to our very own Valli Perera discuss Authentic and Empathetic Leadership. Our first Podcast with new content, new medium, and new conversations.

Authentic and Empathetic Leadership