LEADING THOUGHTS

Public agencies may be doing a good job at slashing waste using Six Sigma and lean techniques but they could be doing a lot better by focusing on the “soft” side: implementing a robust management structure and changing employees’ mindsets.

In the publication McKinsey on Government, consultants Maia Hansen and John Stoner offer a step-by-step approach to establishing the right infrastructure for a lean transformation (lean has been defined as strategy that focuses on eliminating waste, which includes all processes that do not add value to the final product or service).

Create a value-stream map that identifies where value lies in each step of the process. “Our strong recommendation . . . is to form a cross-functional team with representatives who interact with the process in a variety of ways and therefore see it from different perspectives.”

Get data to the right people at the right time. That means focusing on Key Performance Indicators that matter most and ensuring that the right people are viewing them.

Establish new roles to smooth processes. The lean initiative may be best served, for example, by creating a new coordinating position to boost efficiency.

Align interests to drive momentum. The McKinsey consultants like gainsharing arrangements to embed the concept of continuous improvement, build morale, and sustain enthusiasm.

Hansen and Stoner also offer suggestions on how to change employee mindsets.

Get staff to focus on the consumer. This may be a challenge for a public agency with no competitors, but a good technique is to have employees follow a customer through the entire process of interacting with the agency/employer and to experience bureaucratic frustrations.

Break down silos. Make sure units know what other units are up to or create shared metrics to help units better understand shared goals.

Inspire employees to overcome risk aversion. The public sector may be allergic to performance measurement and risk but managers can change that perception. “Managers should thank employees for trying new approaches,” the authors write, “and focus on solving problems rather than assigning blame for mistakes.”

A Leaner Pubic Sector, by Maia Hansen and John Stoner; McKinsey on Government (Number 4, Summer 2009)

photo credit: Toban Black

Public Sector, Uncategorized change, lean, Org Design, public sector, six sigma, strategy, teamwork

A good argument can be made that the key reason a new initiative fails is employees’ perception that their organization is not ready for change. If that’s the case, what can change agents do to get employees to believe that the organization is indeed primed and ready? Researchers Inta Cinite and Linda Duxbury (Carleton U) and Chris Higgins (U of Western Ontario) developed an empirically-tested diagnostic to do just that.

As a basis, the researchers started with the concept of PORC, “perceived organizational readiness for change.” Developed back in the 1970s, PORC defines employees’ belief that the organization not only can initiate change but also engages in practices that will lead to successful implementation. They then developed a way to measure PORC in public sector organizations, based on research from five organizations that had initiated transformational change. Projects included a shift in the strategic direction toward a higher degree of transparency, a shift from a command and control management style to one that was based on employee empowerment, a change in reporting relationships, and two organizational restructuring efforts.

This is what they came up with:

“Organizations that want to be perceived by their employees to be ready for change should pay close attention to the behaviours of their leaders, change agents, immediate supervisors at all levels, organizational practices around the change, and how these practices impact people’s daily work.” The researchers suggest that managers who have direct reports should be well equipped to communicate change to their staff and provide the necessary support.

“Organizations are judged to be not ready for change due to poor communication practices when employees perceive that the outcomes, benefits and reasons for the change are not well explained and when employees do not understand the vision behind the change.”

Employees’ perceptions are also informed by the impact the change is thought to have on
their work. They will remain skeptical of change if: old duties are not phased out when new ones are assigned; they are discouraged from saying ‘no’ to work; and they are assigned heavy workloads that hinder them from getting involved in the change initiative.

Measurement of Perceived Organizational Readiness for Change in the Public Sector, by Inta Cinite, Linda E. Duxbury, and Chris Higgins; British Journal of Management, Vol. 20, 265–277 (2009)

Email me for a copy of this paper: Alan [at] AlanMorantz.com

photo credit: Auntie P

Public Sector change, communication, public sector

Colleague Andrew Graham alerted me to a forward-looking report produced by the Washington-based IBM Center for The Business of Government. “Ten Challenges Facing Public Managers” is a call to action for public sector leaders, particularly in the U.S. Read ‘em and weep:

Fiscal Sanity: “America’s current social insurance programs are both costly and antiquated. It is time to take a fresh look at reforming these programs to reflect current economic and budgetary considerations.”

Crisis of Competence: “The issue isn’t always ‘who does the work’ but rather ‘do we have the right talent at the right time doing the right job with the right level of accountability?’”

Information Overload: “The threats of information overload, and the possibility of missing important information needed to make informed decisions, has increased. However, breakthroughs in data capture, data standards, and data storage have created opportunities for large-scale analysis.”

Governing Without Boundaries: “Government is increasingly turning to non-hierarchical ways of doing business, often called ‘collaborative networks’ and ‘boundary-less organizations.’ However, these new models raise questions about
how to govern effectively in a network-based environment.”

E-Government Is Only the Beginning: “Public managers will need to embrace the long hard slog to standardize and integrate their operations. They will need to reframe service delivery around the customer.”

Government by Contractors?: “The government needs to take a strategic look at contracting, decide how to manage it, the appropriate roles for all parties, and the right contracting methods. Most important, it needs to invest the necessary resources to make working for the government more attractive.”

Results Really Do Matter: “Federal departments and agencies are confronted with long-standing and substantial challenges to becoming more results-oriented. Solving these problem areas will require a performance-driven system that builds on crosscutting connections between agencies, levels of government, and the nonprofit and private sectors.”

“Green” Leadership: “Solving our environmental problems requires a blend of public policies and incentives that encourage technology and management innovations across the globe.”

Security and Privacy in a Flat World: “Security and privacy issues need to be explicitly factored into any technology decision. . . In some cases, the most efficient solution must yield to the more secure solution.”

Expect Surprises: “Policymakers will need forward-looking information to set the stage for early warnings about emerging threats and to make informed choices about effective government responses.”

photo credit: naoki.sato

Public Sector contracting out, networks, public sector, security