Category Archives: Random Thoughts

How Not to Deliver on Your Mission

rex-familyI’m sitting here in my hotel room at the Rex Hotel Jazz & Blues Bar in downtown Toronto. It could have been an amazing experience… even though the room itself is tiny, the bed is functional but definitely not plush, and there’s quite a bit of road noise. You see, there’s a world class jazz band playing downstairs right now. Perhaps they haven’t even started… I’ve no way to know.

I arrived here around 8pm after a long, 10-hour drive from the fantastic BIF10 meeting in Providence. Although the reservations desk was closed, a nice sign instructed me to go to the bar, where it was very easy to order a beer and a sandwich and get my hotel room and bar tab taken care of in one fell swoop. It felt nice. I was enjoying the ambience, until halfway through my second beer when an older man came up to me and tapped me on the shoulder.

“You’re going to have to vacate this seat for a paying customer. There’s a band coming in at 9:30.”

This was kind of confusing to me, since I was on my second beer, was done with my sandwich, and had just invested $115 in a room for the night. “I’m staying here,” I let him know.

Doesn’t matter,” he said. “Everyone has to pay the $15 cover. It’s not included in your room.” He was gruff and unyielding, kind of like a New Yorker. (I wasn’t expecting that… I thought Canadians were far more collegial, eh?) He walked away, leaving me to think about what just happened.

About 10 minutes later my bartender came over. “Would you like another beer?” he asked.

“Well, apparently I can’t have one,” I said. “Some other man told me I needed to vacate unless I wanted to pay a $15 cover, even though I’m staying here.”

“That’s right,” the younger guy cheerfully acknowledged. “The shows are not part of the hotel room. Either you pay the cover or you have to leave.”

I’m not one to argue, but this made me really mad. I let him know that this “very important detail” was not on the Hotel’s web site. Nor had anyone told me about it. “Well,” he said, “if you had arrived earlier, the doorman would have told you, and it’s also on your information sheet.” So you see, it was all my fault already. I was late and I didn’t read the sheet.

“Where is my information sheet?”

“Upstairs, on the bed, in the room you haven’t checked into yet.” (Whew. I thought I’d missed it.) I explained to him that I came a half hour out of my way to experience the Rex. I could have stayed in the ASQ conference hotel, nearer the airport, for less. But I came here for the experience of a hotel and a jazz club, together – the home-like nature of being able to weave in and out of the club atmosphere as I’d like. I was so encouraged by their marketing materials that said I’d “feel like part of the family”. He said he was sorry, again, but there was nothing they could do. (Really? It would have been so nice just to be able to sit there and finish that last beer for the evening. I probably would have headed upstairs shortly after the show started, anyway.)

In addition to a “sorry” — he tried to convince me of the value of this very prominent New York band that was about to start, and it was important that they collected the extra $15 from everyone. More important than just letting me finish my dinner.

(Apparently, you interrupt the family while they’re in the middle of their dinner to pay $15 or give up their seat.)

This sent a very strong message. In fact, it felt like extortion must feel (to a lesser extent). You’re not welcome unless you pay ANOTHER $15. You need to leave your seat NOW so someone who’s willing to pay can get in!! Doesn’t matter that you have paid quite a bit. You need to pay more. Sorry.

Could I at least come downstairs a little later (after I write my blog post to vent about this service experience) to get a beer and take it downstairs, I asked?

“Sure, if you pay the $15 first. We’re happy to direct you to other bars.” Well, unfortunately, I think you’ve directed me to other bars (and hotels) permanently. Or maybe it’s fortunate. It would be difficult to feel less wanted and welcome somewhere else.

Dear Rex, I do not feel like part of the family. I am upstairs in my room, feeling like the wayward child who’s not included from the festivities because she didn’t bring an extra $15. Feeling like I couldn’t even stick around to finish my dinner. I wish I could leave now where I feel more welcome — even at a nameless, faceless chain hotel that doesn’t say that it would LIKE me to feel like family, but I’m parked in overnight public parking, and I don’t have anywhere else to go. You claim that you are “attentive, convenient, and down-to-earth friendly.” But all I got was a “sorry you didn’t see our policy.”

LESSON TO SERVICE PROVIDERS: Include that extra $15 in the room charge. Make the guest feel welcome at the show, even if they choose not to attend. If they didn’t know the policy (because you don’t have it on your web site), figure out a way to make accommodations. Or they might see fit to write a blog post to 100,000 quality practitioners across the globe who might be able to learn from this and not make the same mistake.

We’re Back Online!

In the almost 8 years I’ve had this blog online, I can’t remember having a major outage that put me offline.

That is, until today. My domain registration got decoupled from my blog hosting setup on 3/27 and armageddon ensued. Only I didn’t know the site was down until this morning. Fortunately it was a disaster narrowly averted — and everything is now back to normal.

Just got back from visiting the Downtown Project in Las Vegas… a hive of social innovation and good vibes. More to follow (including pictures).

Getting Deep With Value Creation

Image Credit: Doug Buckley of http://hyperactive.to

Image Credit: Doug Buckley of http://hyperactive.to

In his November post, ASQ CEO Paul Borawski asks “What new fields or disciplines could most reap the benefits of quality tools and techniques?”

He notes that although the tradition of quality assurance, control, and improvement emerged from manufacturing, the techniques are now widely acknowledged and applied in many fields such as healthcare, education, and service. So what’s next?

One of the things I like to do when I’m trying to be a futurist is to go back to first principles. Explore the basis for why we do what we do… what makes us tick… why we like improving quality and making processes more effective, more efficient. And in doing so, while reflecting on Paul’s question, I think what’s next is…

Getting Deep with Value Creation.

As quality professionals we spend most of our time and energy figuring out how to create value. Either we’re improving the systems we work with to tweak out additional value, or we’re working with customers and stakeholders to figure out how to provide them with more value, or we’re focusing on innovation – figuring out how to create value for the future — reliably, consistently, and according to new and unexpected business models.

To me, this starts with me. How can I improve myself so that I’m a kickass vessel for the delivery of value? How can I use quality principles and quality tools to find – and align myself – with what I’m supposed to be doing at any given time? How can I become most productive in terms of the deep, meaningful value I add to those around me?

I know that others feel the same way. Marc Kelemen, a member of the ASQ Board of Directors, is leading a charge to develop a Body of Knowledge for Social Responsibility. He recognizes that the personal element is crucial if we’re trying to become socially responsible as teams, and organizations, and communities. So we’ll be working on this over the next few months… figuring out how to get deep with the notion of value creation, and how we can do it within ourselves so that we are better positioned to help others do it too.

Thrivability: A Sneaky Awesome Little Book About Innovation

thrivabilityI just got done reading Jean Russell’s new book, Thrivability, from Triarchy Press. In my opinion, this is perhaps the most compelling book about innovation that’s been written in the past few years – and it’s not even expressly about innovation. But it can help you think about all the assumptions you make about society and the environment in which you’re embedded – assumptions that, when relaxed, can open up new ways of thinking that will help you more effectively innovate.

Here’s the review that I’ll be publishing in the January 2014 issue of the Quality Management Journal. In the meantime, I encourage you to read Jean’s book — and please share your comments below! I want to know what you think about it.

               “Thrivability,” or the “ability to thrive,” suggests strength, grace, health, growth, and sustainable value creation – all in one word. In this book, Jean Russell articulates over 20 years of knowledge and insights she’s gleaned from delving into this one concept from the perspective of multiple disciplines. The end result is a book that is unique, richly textured, and achieves its stated goal: “to equip you with tools to see and act in ways that enrich your life, your community, your business, and our world.” As a result, this book contributes indirectly (yet profoundly) to the expanding body of knowledge on innovation.

               The book is structured in three Parts: Perceiving, Understanding, and Doing.  The first chapters encourage the reader to critically examine his or her external environment, the assumptions that are inherent to the economic and political systems within which we are embedded, and the individual stories that we use to construct our expectations about ourselves, our capabilities, and others around us. It does this by emphasizing the importance of storytelling and narrative – to imagine ourselves in the context of a story that inspires us about our world, rather than fills us with fear. To be successful at this, we must first learn how to look at our world and the people around us with compassion and acceptance. This, according to the author, will help us generate new perspectives on existing situations, and open us to new possibilities for improvement.

               Part II, on Understanding, explores how we can shift our beliefs to help create more positive, productive, connected environments and organizations. A large part of this section reflects on the psychological influences of social media and how this is changing the ways we identify opportunities and even the definition of “success” itself. For example, in education, grades are losing their significance as society recognizes that complex creations are more effective measures of accomplishment than passing tests. Part III, on Doing, focuses on tools and techniques to enliven creativity, enhance trust, and break through limiting beliefs and blocking situations.

               This book has essential insights for both academics and practitioners in quality-related fields. Most significantly, Russell’s work can help us envision the new world in which we might soon find ourselves, where the search for meaning and compassion for others (and our environment) take precedence over profit and capturing or creating new markets.

What #BIF9 and Burning Man Taught Me About Transformation – Part II (via Deming!)

brc-phone

Even the phones at Burning Man tell you that you’re in Black Rock City, NV

In Part I, I described some observations from my experiences at BIF and Burning Man, and alluded to the notion that I might have uncovered a very simple “secret sauce” they share. Here are the observations:

  • Both communities consist of active and engaged participants who could be considered “innovation junkies”. Whereas the BIF crowd focuses on more traditional organizational and social innovation, the Burning Man crowd spans the extremes of experiential innovation (through art, technology, interactions with other people, or even just figuring out how to navigate life in the Black Rock Desert).
  • “Random Collisions of Unusual Suspects” (#RCUS) is the norm in both environments. First, the “unusual suspects” seem to be attracted to opportunities to be inspired and get their brains re-wired; second, the participants in both environments seem predisposed to the notion that serendipity is working on their behalf — and they let it happen.
  • People at both BIF and Burning Man tend towards non-judgment, seeking to appreciate and learn from their differences (rather than to resist, deny, or challenge those differences).

The common thread is that both environments have something magical designed into them, and this is the secret sauce: the push to drive out fear. Many of the BIF storytellers have been through Campbell’s Hero’s Journey and make themselves vulnerable so that the audience can vicariously (and often emotionally!) experience their transformation; at Burning Man, you’re stripped of your usual identity and thus unburdened from the fear you might carry as a result of having developed that identity over so many years.

When quality guru W. Edwards Deming formulated his 14 Points decades ago – principles for managers to transform business effectiveness – he expressed that the purpose of the points was to enable everyone to work with joy. One of the points (my favorite one, in fact) is to drive out fear so that everyone may work effectively.

If you are to fully embrace innovation, there is no room for fear! You must work towards fully being yourself, to push your own boundaries, and by extension, to push the boundaries of others, and to push the boundaries of traditional and accepted ways of doing things (“business models”). You are encouraged to own your own story, to TELL your own story, and to connect with others to help them identify with their own stories – and chase away the fear of being authentic, of being able to contribute to your greatest potential.

Why do we hold back? Why are we fearful? (I do it too, all the time.)

  • I am afraid you won’t accept me. I am afraid you won’t like me.
  • I am afraid you will disagree with my choices or decisions, and struggle with me or reject me as a result.
  • I’m afraid you won’t think I’m smart enough, good enough, worthy enough.
  • I am afraid that if you know who I really am, it might have consequences for my health or well-being (e.g. I could lose job, my reputation, my standing within the organization or community).
  • I’m afraid that what I’m trying to do – or be – just won’t work.

 

FEAR **IS** THE BOX.


To think “out of the box,” you must be living out of the box, and it’s an ongoing (and lifelong) process to do that.

I have not yet achieved healthy fearlessness as my steady state – I’m still awaiting bursts of my own personal transformation.  According to Ignite.me:

Joseph Campbell talked about the ‘Hero’s Journey’ whereby the hero is beckoned to enter an unfamiliar world.  When the hero enters this world, they are met with challenges, hurdles, and eventually a seemingly insurmountable confrontation which is achieved by using skills they picked up along the journey.  By overcoming this obstacle, the hero attains new self-knowledge which they can bring back to their people in the ‘ordinary land’ as their gift to the world.

Common themes of ancient mystery traditions are secrecy, death of the ego, participating with archetypal reality, and a rebirth of a new self.  The Eleusinian Mysteries took place over almost 2000 years and were shrouded in mystery from the uninitiated. Shamanic initiation often comes with the shaman being psychologically and experientially deconstructed and put back together.  Some tribal societies had rites of passage where children are ripped away from the bosom of the mother and left in the bush to learn how to become a warrior.  Rites of passage are transformational experiences where the old you is transformed into a new YOU.  That’s where we want to take you, and we create the container for that transformation.

What that means is that you may come as a journalist, or a chef, or a bike messenger, or a computer programmer but for the duration of our journey, you may choose to leave that behind to lose yourself in the present in workshops, dance, yoga, and celebration.  Transformation is disruptive and disorienting and actually occurs when past beliefs are shattered, habits are broken, and futures are rewritten.

By temporarily suspending fear, you create the space for transformation – the space for new experiences to redefine what you know and feel about yourself, and your interactions with other people and the world around you.

But this concept has been around for thousands of years… more on that tomorrow.

What #BIF9 and Burning Man Taught Me About Transformation – Part I

reg-desk-830-small

Registration Desk for our “Transform Learning” Unconference at Burning Man 2013

I spent the last week of August at Burning Man, and two days in September at Saul Kaplan‘s Business Innovation Factory Summit (BIF-9). On the surface, these two events couldn’t seem more different – the former is a counterculture festival of art and technology and spirit in the middle of the barren Nevada desert, whereas the latter is a traditional conference with TED-style talks punctuated by opportunities for business-card networking — in metropolitan Providence, Rhode Island. 

So why did I emerge from each of these vastly different experiences with the exact same, buoyant, intellectually inspired feeling? I’ve been curious ever since my plane touched the ground at DCA last week, and I emerged from the jetway with the same bittersweet resignation that I’d need to return to the “default world” in the morning. Granted, there’s a little bit of overlap… Peter Hirshberg, one of my 2013 neighbors from Playaskool, gave a great BIF talk about “retribalizing the city” and specifically cited Black Rock City as the kind of vision for the future that might have been celebrated at a World’s Fair of the past. Tony Hsieh, the CEO of Zappos, also briefly noted the shared vibe of the Maker movement, Burning Man, and BIF when he was on stage — a vibe he aims to capture in his Downtown Project in Las Vegas.

But what’s the overlap? Why did both events inspire similar feelings in me?

Thanks to BIF-9 (and @AngelaMaiers), I remembered that I am a genius and the (default) world needs my contribution! And when Matt Murrie of What If? published his article yesterday on the Huffington Post, he provided another clue:  He reminded me that the spirit of BIF is easily captured by the phrases on those giant yellow slides that stay up on the screen in between BIF talks: think transformation, and try more stuff.

Think transformation! Try more stuff! And I’m needed… I’m an important part of all this!

That’s precisely how I felt as a resident of Black Rock City… and as a member of the BIF community sitting in the Trinity Rep theater. But the real secret sauce is… well, I’ll save that reveal for the end 🙂

First, some observations about the shared vibe between Burning Man and BIF:

  • Burners and BIFfers are, by their nature, “innovation junkies”. At a Burn, you are released into an environment where the normal rules and societal standards of engagement are temporarily suspended. The playa provides experiences that will snap you out of the way you thought life was, is, or should be. Want to send a postcard at the Post Office? OK, but you might have to do some cartwheels or tell the entire post office staff a good joke before they’ll take your mail. Nothing is impossible. At BIF, the same spirit prevails in the storytellers’ presentations and the conversations that happen over breaks and at dinner. I don’t have to be afraid of sharing crazy ideas with anyone in either group. I’m not shunned, looked at weird, or talked down. If anything, recommended refinements to my ideas will come with authenticity, insight, and a genuine feeling of support.
  • “Random Collisions of Unusual Suspects” (#RCUS using the tweetable parlance of Deb Mills-Scofield) is the norm in both environments. It is very difficult to wander around Burning Man without stumbling into unusual suspects (the guy who stopped traffic to give out hugs; the guy in the Superman costume who sprayed people with water so they could cool down; the people dancing with the giant jellyfish at White Ocean). BIF welcomes, with open arms, the same type of crowd but in different clothing (quite literally): the inspiring techno-matriarch, Deb Mills-Scofield (what I imagine Jane McGonigal will be like when she’s a grandmother — or as @sandymaxey beautifully observed, Deb is more like a “Fairy Godmother”), Amelia Friedman (who’s trying to help westerners learn widely used languages like Bengali), Evan Ratliff (who decided to create a story for Wired by “disappearing” – and then have people hunt for him), Jonathan Katz (who had a traumatic brain injury that wiped out his sense of taste and smell, and yet he works in a lab making new artificial flavors and scents!) and the girl who’s going to give me a numerology reading soon! OH!! And the guy wearing the nested alien suits at BIF. (Yeah, he would fit in well at Burning Man.)
  • At BIF and Burning Man, people tend towards non-judgment. In the “default world” it’s common to be criticized, ostracized, “tolerated” for your behaviors or beliefs, or (the worst case) expressly demonized, shunned, or outright excluded. At Burning Man, the principle of radical inclusion is honored as a core value of the community:

Burning Man is for absolutely everyone. Everyone. That’s what Radical Inclusion means. If you’re a starving artist, you should go. (if you want to, of course!) If you’re a plumber, you should go. If you’re a billionaire, you should go. If you’re a Saudi Prince that can only go if a turnkey camp is provided for you, please, please come. I’ll make you a sandwich. If you believe you’re a member of the class of people who actually deserve to be there, well then I definitely want you to keep going. One day, you’ll get it. Elitism in all forms distracts us from the truth of our common humanity.
— Dustin Moskovitz, inRadical Inclusion vs. Radical Self-Reliance at Burning Man

At BIF, I noticed that people tend to just naturally accept and honor differences – to get excited about differences, in fact – because if we’re different, we’ve got unique perspectives to share with one another! I met Jeffrey Sparr and Matthew Kaplan, for example, from PeaceLove Studios. They want to remove the stigma associated with mental illness so that people who need help are more receptive to getting it – and with support, can contribute their own gifts to society.

As a personal example, after having a rather open and vulnerable conversation with Greg Satell and his wife Liliana over beer and oysters (where I shared some things about myself that I ordinarily would be completely hesistant to admit to anyone) — Greg’s body language told me he was clearly a little bit uncomfortable. For a moment, I thought I’d misjudged the openness of the BIF crowd. I started to feel hesitant, weak, as if I’d miscalculated and really shouldn’t be making myself vulnerable. But then he spoke up: “Well, I can’t say I feel the same way for me, but if that’s what works for YOU – I’m glad you’ve figured out a way to make it happen.”

Greg’s response, for me, encapsulated the secret sauce of BIF, of Burning Man, and of transformation in general… which I’ll talk more about in a day or two in Part II.

(Ahhhhhhh… the anticipation! Yes, I’m doing this on purpose.)

Continue to Part II —->

Expressing Your Needs

This is me. I have NEEDS! I just need to get better at expressing them.

This is me. I have NEEDS! I just need to get better at expressing them.

Achieving quality (re: ISO 9000 para 3.1.5) is all about meeting stated and implied needs.

But our society has conditioned us not to freely express our needs to friends, family, and others; after all, if we need something, the marketing should have worked already, and we should know where we can go to willingly exchange currency for the means to satisfy that need. And Google is always happy to help us find new places to buy things.

But in a gift economy, open expression of needs is critical. When I was at Burning Man, it became habit to express my needs at any given time. After all, if I needed something, I relied on my network to pass the message along – and ultimately connect me with the people who could help me out with the resources that I needed. (I found a great pair of knee socks this way. I gave away a beautiful black jingly bra, several rolls of toilet paper, several gallons of water, and a giant canister of naphtha gas this way.)

Steve Pavlina points out that there is probably a vast audience of potential partners and co-creators who, at any time, are ready and willing (and happy!) to meet your needs. It’s just that you haven’t broadcast those needs and so the people who would be happy to help you meet them are still in the dark. No one knows you have those needs, so no one can say hey! I’ve got gifts that will help you meet those needs.

How often do you have genuine needs in your workplace, or your life – and it’s very likely that others could help you meet those needs – but you just have NO clue how to find people that can help out? Or maybe you just don’t know how to start the conversations? Or maybe you’d like to ask, but you get into self-defeating spirals where the voice on the inside of your head is telling you they probably don’t have the time… you don’t want to be an inconvenience… you don’t want anyone to feel taken advantage of… you don’t want to impose on anyone.

It feels very awkward to express that you would really like help or support from someone else. It feels weak, maybe. But that default feeling of weakness or not-enough-ness is NOT REAL. It’s just what we’re conditioned to believe is true because of the effect marketing — and the consumer-driven economy — has had on us since birth.

I have needs too, and I don’t know how to find people that will help me meet my needs. I am VERY happy to help them meet THEIR needs. So the first step is for me to start getting comfortable with expressing my needs – and being open to the people who will show up to help meet them. For starters, here are some of my needs:

  • I need someone to cut my hair across the back every month or two – straight across! – which I don’t think merits the $30 fee most salons charge. It takes 5 minutes from anyone who has a steady hand and a pair of scissors. (I can provide the scissors). Usually I get my mom to do it, but she’s several hours’ drive away. And I desperately need a cut. I would love to trade anything – or help with your statistics homework – for a straight-across cut.
  • On the same thread, I’d like to find someone who will henna the underside of my hair. My friends and I used to henna each other all the time in high school and college. Now, I have no henna friends… and a head in need of rainbow flavors about every 3 months.
  • I need non-aloof “girlfriends” (can be any gender) to share mutually beneficial great ideas, pointless and short-lived whining, and happy hours with. This is not to imply that my current suite of friends and confidants is inadequate in any way – I just want to make sure the supply of these people is large and diverse enough so that I can tap into it whenever I need to.
  • I need a photographer (preferably in consultation with “girlfriends” who can dress me up) to take headshots for blog + future journal articles. Preferably including dragons and/or some sort of flame throwing or fire breathing (which is why I can’t get the creative services department at work to do it – no dragons, no fire). Because, you know, I like things like that.
  • I need artsy Burner-type friends in Harrisonburg who want to create a “virtual commune” with me. We can share resources and moral support. If you have a venue where we can all get together and spin fire occasionally, that would not be bad either.
  • I need a regular Wednesday afternoon/evening babysitter for my 8 yr old. Must be totally trusted source (so I need to have known you for a while).
  • I need an occasional Monday afternoon/evening and random wildcard afternoon/evening babysitter for my 8 yr old.
  • I need someone in Harrisonburg to refer me to a great family physician or osteopath who will give me what I need to manage chronic sciatica – the result of a injury from surgery over 10 years ago. I’ve been to my old family doctor and several chiropractors already. No one has a solution – the doctor says I’m too young to be feeling like this (you’re right!! I AM!!) and the chiropractors swear they can fix me, but so far, they have only made it worse. As a result I live in almost constant background pain, and it interferes with my ability to think.
  • It would be great to have someone to massage my sore right foot. I have at least one person who will do it, but I feel bad asking, and he’s always working. I say “massage” – but what I really mean is “press that spot on the top of my right foot that releases the pain in my head really hard“. 
  • I need someone to help me grocery shop, cook, and eat healthy. In exchange, I’ll support your grocery-purchasing needs (after all, if you’re cooking for me, you might as well be cooking for YOU too!) I just need instructions, because I am helpless at the grocery store (the site of many panic attacks) and overwhelmed by the entire prospect of eating – which is why, when left to my own devices, I just don’t eat. There are too many possibilities. Note: Cooking partner has probably been identified – within hours of expressing this need.
  • I need someone to force me to go to Bikram Yoga Harrisonburg at least several times a week. Note: This will depend on getting adequate and reliable childcare. Maybe you need someone to force you to go to yoga too. Want to team up and make it happen???

Help??

And more importantly – how I can help YOU?

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