Interview with Balanced Scorecard Creator Dr. Robert Kaplan

What advice would a strategy expert like Dr. Robert Kaplan give to Caribbean companies? He’s been to the region several times, but his exact words haven’t been captured.

Until this interview at the HRMATT Conference of 2015.

As a fellow speaker, I had the opportunity to sit down with the creator of the strategy map and balanced scorecard during one of the breaks. It wasn’t our first conversation, but it was the first that went into serious depth.

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Thinking Strategically in the Future and the Present

As a manager, you may find it hard to engage in fruitful discussions about the future. You are able to speculate informally over lunch, but be unable to plan strategically in a formal session. You sense that this needs to change, but how? Where will this new skill-set come from?

 

To see a catalog of all my past columns, visit blog.fwconsulting.com

This is a public episode. If you’d like to discuss this with other subscribers or get access to bonus episodes, visit longtermstrategy.substack.com/subscribe

Having A Foot in Both the Future and the Present

As a manager, you may find it hard to engage in fruitful discussions about the future. You are able to speculate informally over lunch, but be unable to plan strategically in a formal session. You sense that this needs to change, but how? Where will this new skill-set come from?

Few things are more distressing in organizational life than a manager who was good at his old job, but still tries to perform it after being promoted. While he was elevated based on his technical ability, these are of little use now that employees report to him. They expect something new: leadership.

The same applies to the executive suite, and in particular the role of a CEO. More specifically, newly minted executives often don’t think strategically. The truth is, they gained their reputations based on reaching short-term results and fighting fires.

While every company needs middle-level managers who can demonstrate these skills, as leaders they are entrusted with something different: the company’s future.

If they are lucky, mentors take them under their wings, and deliberately stretch their capabilities with well-designed assignments and training. But this is rare. In general, a new executive’s lack of strategic planning skills isn’t revealed until the situation desperately needs them. By then, it’s too late. Instead, here are three competencies you can proactively develop.

  1. Thinking *about* the Future

I have met many CEOs and MDs who don’t talk about specific future outcomes at all. In their minds, all they need to do is react to stuff that might happen.

However, the best leaders don’t sit back: they create the future. For example, Facebook has a 15-year plan for the Metaverse which is intended to shape the way the internet is used globally.

By so doing, they confront the natural inertia of the vast majority who prefer to stay in their comfort zones.

As an executive, your job is to coach top managers to think about the future as a malleable object. They can become visionary. But you may need to do some convincing. In other words, you must educate, challenge and confront. And demote the unwilling or unable.

The fact is that as a member of the leadership team, you should develop the best long-term planning skills, and encourage others to follow your path.

  1. Thinking *from* the Future

While a good facilitator can drag any executive team through the creation of a specific vision, it’s not enough. Once it exists, the participants must take charge of the vision. Inhabiting it means thinking from the future, while they implement it in the present.

Some reduce this to a matter of project management, but it actually requires far more. Great leaders carry out special practices to help people think from the future. Examples include regular strategy updates using current information.

They also have a knack for bringing up the vision in everyday conversation. Each time, they create the specific future as the context behind every decision. By recalling its importance to stakeholders, they bring the future closer one step at a time.

Finally, they help staff see that Big Hairy Audacious Goals (BHAGs) must be translated into projects, then tasks. This connection is easily lost. Why? Daily emergencies hijack people’s attention, along with the distractions of social media/Netflix. To keep people on track, you should repeatedly bring the vision alive.

  1. Speaking from the Future

Unfortunately, very few executives know how to inspire others on demand. Call it a recurring failure of organizational life: the few who are inspiring often leave to start their own companies. Those who remain learn to survive the corporate grind by keeping out of trouble, rather than leading.

If this fits your story, you may be annoyed. Now that you have been promoted, you are asked to inspire staff. But where would you have learned to do so?

If the workplace doesn’t offer them, seek out other opportunities. Volunteer in your service organization, church or alumni association. Allow the discomfort of vision-filled speaking to become the norm. Experience the thrill of filling others with the hope of accomplishing remarkable things by working together.

In these challenging times with a pandemic, recession, and war ever-present, the natural human tendency is to withdraw and see performance fall. Great leaders realize this and put themselves at risk. This is your avenue to accomplish the extraordinary.

Start by telling the truth. If, as a CEO or MD, you have never been trained in this dimension, some honesty will help. Embrace this fact, and propel yourself forward with experiments which take you outside your comfort zone. Use the results to learn what works and become someone who can connect the future with the present. Your people are waiting.

Francis Wade is the author of Perfect Time-Based Productivity, a keynote speaker and a management consultant. To search his prior columns on productivity, strategy, engagement and business processes, send email to columns@fwconsulting.com.

Quit Complaining About Prior Strategies

Do your managers complain about key strategies their predecessors failed to craft? It seems as if they have all the answers, but you suspect that they may be kidding themselves. The truth is, they may not be very different. If so, how should you intervene so they don’t handicap future generations with more poor decisions?

 

To see a catalog of all my past columns, visit blog.fwconsulting.com

This is a public episode. If you’d like to discuss this with other subscribers or get access to bonus episodes, visit longtermstrategy.substack.com/subscribe

Quit Complaining About Prior Strategies

Do your managers complain about key strategies their predecessors failed to craft? It seems as if they have all the answers, but you suspect that they may be kidding themselves. The truth is, they may not be very different. If so, how should you intervene so they don’t handicap future generations with more poor decisions?

Hindsight is 20-20 vision. After the fact, it’s easy to be an expert. On Monday morning, after the contest is over, you can say exactly what the coach and players needed to do.

The same applies to your company. If it’s been around for more than a few years, then your firm is benefitting (or suffering) from strategic plans created and applied by prior executives. They made some decisions (and failed to make others), forcing your organization into its current position. Like the Monday morning experts, it’s tempting to sit back and criticise them. With disbelief, you wonder out aloud: “What were they (not) thinking?”

However, as a leader, you could be committing the same mistake. In other words, you and your colleagues may be so engrossed with today’s issues that you are “kicking the can down the road” i.e. setting up traps for the next generation of managers. Essentially, you are abandoning them to a future they can’t influence today.

It’s a perpetual cycle which will only continue until your company is blindsided by a new competitor, technology, pandemic or other disruption. These occurrences are ones you wanted prior leaders to foresee, and prepare your company to handle. How do you break the cycle? What if you want to quit setting up new obstacles for your successors? Try these thought experiments, preferably conducted during a leadership retreat.

1) Imagine Your Organization Doesn’t Exist

In this thought experiment, ask yourself: “What if our organization didn’t exist?”

Look to the future and predict what would happen in your industry in regards to the products and services you deliver. What would customers and stakeholders come to expect as the norm? From whom? What new technologies or market realities would have an outsized influence?

Understand that your answers rely on present developments, maturing trends, and items becoming obsolete. In this experiment, you have no control – you can only observe.

The only real question to ask today is: What is your current relationship to these external forces? How are you preparing your company to deal with them? Unfortunately, many executives do little more than complain: “Someone should do something before it’s too late.” But they fail to act, only becoming victims. Don’t make this mistake.

2) Fast-Forward Far-Away Developments

Even if you can clearly discern market or technology trends, some managers won’t. They’ll pretend these threats can be ignored. Their inertia makes the company passive.

In a strategic planning exercise several years ago, we asked a leadership team: “When will a majority of Jamaicans prefer to use online banking?” After a long discussion, the group came to agreement: “2030.”

In today’s world, in light of COVID, we can see they were far off the mark. However, by back casting from 2030, they created a feasible course of action. As such, when the pandemic broke out, they could revisit their plan, have a laugh at their assumptions, and fast-forward their transformation. Instead of going into a panic, they made a tweak.

As you can imagine, future managers look back at this kind of exercise with gratitude. Even though it was inaccurate, it wasn’t incorrect. The same might apply to your industry and company with respect to inevitable changes that may arrive far more quickly than imagined.

3) Think in Terms of a Market Winner

Finally, imagine if all the competitors in the world were to disappear, leaving a single provider. Ask the retreat: “What did this team do to be the last one standing, serving customers, while others failed?”

Chances are, this is probably the company that invested early in some critical capability that others didn’t recognize.

Bring that thinking to your situation today. How do you ensure that you become more like Netflix/Apple/Fuji rather than their failed counterparts: Blockbuster/Nokia/Kodak? Can you stop postponing long-term decisions which guarantee your failure?

Arguably, there are few companies which arrived at their dominant position by accident. For example, Grace Kennedy’s competitors in the mid-1990s are no longer major players in their industries. Why? GK’s 25-year plan helped it surge ahead, via far-sighted moves some thought were foolish.

Don’t fall into that trap and inadvertently make your company obsolete. Instead, let future generations be proud of your decisions and willingness to set ego aside for the greater good. They may even thank you for your courage.

Francis Wade is the author of Perfect Time-Based Productivity, a keynote speaker and a management consultant. To search his prior columns on productivity, strategy, engagement and business processes, send email to columns@fwconsulting.com.

Resolving the Discrepancy Between Male and Female Work Ethic

Resolving the Discrepancy Between Male and Female Work Ethic

Have you ever wondered whether there is a real difference between the performance ethic of men and women? You don’t want to be biased, but if all things are not equal, it would be silly to pretend as if they are. Here is my experience – not a law or rule by any means, but some more data for you to consider.

Recently, I noticed a gap between the way women and men prepare to present at online conferences. Some background: my company has delivered five 3-day virtual events in the past couple of years. They attracted over 4,000 attendees, causing us to work with over 400 presenters.

Typically, we invite quite a much larger number of applicants. The best are offered speaking slots, which involves the production of a pre-recorded video. We offer ample instructions in the form of checklists and other aides to complete the process, which can take several hours from start to finish.

In our first conference, I noticed a difference between the way the male and female speakers completed their individual projects. For the most part (but not in every case), women were models of diligence. They followed the steps laid out and met assigned deadlines. Their work product was complete, and they asked fewer questions which were pre-answered in the provided materials.

I think the men would have been surprised to hear that they were the laggards by any measure. I was certainly shocked.

Four events later, I can say that the trend has continued. Whether the conference was Caribbean-based or not didn’t matter. The same behavior prevailed as men made a mess, while women anxiously over-performed. In fact, many of the latter were concerned that their final product might not be good enough.

By contrast, men’s submittals came in at the last-minute, with no apparent concern for its quality.

Fortunately, I function as part of a team with my wife, who has been on this journey from the beginning. Playing an equal role to mine, she is not surprised at all. After several conversations, I have concluded the following.

* Female presenters are putting in the hard work. Coming from a background of outright discrimination and exclusion, they have learned to eliminate the errors that would lead to them to “not being picked for the team.”

Furthermore, they are more likely to ask to be coached and are willing to accept guidance and put it to use. They seem to believe that the system is fair, leaving them free to focus on doing a good job.

* Male presenters appear to assume that deadlines are vague guidelines rather than operational requirements. As such, the consequences of doing their own thing are few. Feedback is rare, and if it’s offered, they are prepared to overlook it.

What are the sources of these very different behaviors? Here I can only speculate and I won’t generalize to entire genders in all situations. However, I do know that in my next conference, it would be a mistake to ignore the evidence. That would be bad for business. So take the following insights with a grain of salt, but maybe use them.

My male presenters have floated on a cushion of privilege. It truly is a man’s world…at least in their experience. As such, they can get away with rule-breaking at our events, just like everywhere in life. They need not pay close attention to changing times, or expectations. The sub-conscious assumption is that things will always work out in their favour.

As a man, I can confirm that this rings true.

However, some of my female presenters would be shocked to hear this account…at first. Upon reflection, they may realize that it explains prior experiences. Some can even cite supreme efforts to reach a high standard, only to see the selection of a man reaping the rewards of his sloppy work.

It’s unfair.

If you’re a man reading this, I encourage you to check your privilege. That safe cushion is probably being steadily deflated and when it finally goes away, you may be in trouble.

If there’s any good news, it’s that in some cases (like the one I described above), the facts are plain to see. The key for us all is to adjust our actions accordingly so that we are dealing with reality and helping others do so as well.

As managers, it makes no sense to ignore these truths. The fact that there are more female than male professionals in Jamaica is only one aspect of the picture: the part I thought was most important. Now, more than ever, I believe performance matters. Therefore, men will need to step up, just to keep up.

Francis Wade is the author of Perfect Time-Based Productivity, a keynote speaker and a management consultant. To search his prior columns on productivity, strategy, engagement and business processes, send email to columns@fwconsulting.com.

Resolving the discrepancy between male and female work ethic

Have you ever wondered whether there is a real difference between the performance ethic of men and women? You don’t want to be biased, but if all things are not equal, it would be silly to pretend as if they are. Here is my experience – not a law or rule by any means, but some more data for you to consider.

This is a public episode. If you’d like to discuss this with other subscribers or get access to bonus episodes, visit longtermstrategy.substack.com/subscribe

How to Manage a COVID-era Ineffective Employee

Is there at least one staff member in your office whose lack of productivity has been exposed by COVID? Before the pandemic, you had a favorable opinion, in general, of the person’s performance. But once they began to work from home, their output plummeted. How should you intervene? Is it worth the time and effort?

The fact is, you may be in a bit of shock. In each company, there are employees with diplomatic skills who excel in social gatherings, are constantly active via email and get along with everyone. They’re always available to help, playing the role of a consummate corporate professional. Some dress and speak with authority, enjoying a first-hand relationship with members of the C-Suite.

However, working from home has been a breakdown for them. While you couldn’t imagine an office without their daily presence, the pandemic has taken away their ability to impress. Now, they are being judged solely by their most recent outputs. Unfortunately, since March 2020, you can hardly point to anything they have created of significance. While others have shined, they have disappeared.

As you look back, you wonder. The truth may be that their performance was always lacking. Perhaps they just didn’t keep up with technology. Or new knowledge. A few were living on past successes, reminding everyone of their historic value.

Sadly, you conclude that they had become experts in “keeping” rather than “doing” their job. Now, you must make a decision about their future. Here are some steps to follow.

  1. Get the facts

Oftentimes in Caribbean companies, low performance goes unflagged because managers are unwilling to have difficult conversations. The result? Years of performance reviews which produced stellar reports. In short, there may be no written record or warning of any issues whatsoever. Any discussions which hinted at a problem are, in the past, forgotten.

If this is the case, in the absence of any other information, it’s safe to assume that the employees have no idea they have fallen behind. While they may have personal, private suspicions, don’t speculate. Most employees care about doing a good job and have some degree of anxiety regarding their continued employment. Don’t presume an emotional state.

Instead, focus on the facts and separate them from any interpretations which you have added. If you need to write them down for the sake of clarity, do so. By the end, each factoid should pass the video-tape test: visible actions that could have been recorded if a camera were available.

If you recall incidents which took place before COVID versus those which showed up after, all the better. However, if you have no facts; stop. You can’t take further action until you can satisfy yourself (and others) that it’s all not just a figment of your imagination.

  1. Prepare for the Conversation

With the facts in front of you, take time to prepare to have a difficult conversation about what they mean. If you have never used a feedback model before, find one you feel comfortable with. I prefer the Observation-Impact-Suggestion framework as a kick-starter. It begins with the observed facts, continues with their impact, and concludes with a suggestion.

Practice this conversation opener with a colleague. Ask them for coaching to make it as effective as possible, even as they roleplay extreme reactions.

When the time comes, be ready to have a lengthy exchange with your employee to come to some sort of agreement on a way forward. Be prepared to help.

  1. Confront the Work from Home Reality

Beyond this individual’s performance lies the reasons why this discussion must be conducted in the first place. Performance management in most regional companies is weak, a fact which COVID has revealed. In response, some managers are itching to go back to the way things were, when they didn’t have to confront low-performers.

Make no mistake: the newly exposed low-performers also want to return to the safety of the office. Hence, both parties are in an awkward spot. But they will receive no mercy from the high-performers, who have found ways to motivate themselves during the pandemic. Freed from micro-management and wasteful commutes, they have shined brightly; some for the very first time.

What would it be like to have a full complement of self-motivated staff? If you commit to such an outcome, don’t simply lapse into business as usual, acting as if COVID was just an unwelcome interruption.

Instead, grasp it for the opportunity it is to transform the culture of your workplace. This bump in the road could be a catalyst for breakthrough results. Perhaps it’s an answer to your prayers.

How to manage a COVID-era ineffective employee

Is there at least one staff member in your office whose lack of productivity has been exposed by COVID? Before the pandemic, you had a favorable opinion, in general, of the person’s performance. But once they began to work from home, their output plummeted. How should you intervene? Is it worth the time and effort?

This is a public episode. If you’d like to discuss this with other subscribers or get access to bonus episodes, visit longtermstrategy.substack.com/subscribe

Writing Strategic Plans an Inside Job

Can someone from outside your company create your organization’s strategic plan? After all, if your future depends on the quality of this document, shouldn’t you hire an expert to do the job? At first glance, this makes sense, but as you contract with an outsider to execute the task, you may have misgivings.

 

To see a catalog of all my past columns, visit blog.fwconsulting.com

This is a public episode. If you’d like to discuss this with other subscribers or get access to bonus episodes, visit longtermstrategy.substack.com/subscribe