Don't Worry, Anticipate!

Cheryl couldn't believe what she was hearing. As Regional Director of IT Services, she would be implementing the new procedures for requisitioning desktop and laptop equipment, and she could see chaos looming. She felt that familiar knot forming in the back of her neck as she envisioned hoards of frustrated project managers screaming for her head.

Maybe it was time to retire and open that florist shop — but she couldn't really afford that. She would have to find a way to make this work, or find another job someplace.

Before the changes, IT Service Representatives received requisitions for new equipment, and checked them for correctness and compliance with standards. If there were any mistakes, the Service Rep would contact the requisitioner. Under the new scheme, the Service Reps would simply bounce the form back to the originator. They would no longer assist requisitioners in fixing defective requisitions. According to headquarters, this would reduce costs: "It's time they grew up and learned how to complete a simple form."

The form was simple, but the equipment being specified wasn't. And since the list of approved configurations was changing constantly, lots of requisitions would bounce. Some projects would be delayed, and Cheryl could see how her department would be caught in the middle.

Next morning, she had a brilliant idea. Instead of worrying, she would anticipate. Here's what she realized:

Accept what is

True, this was a problem Cheryl never should have had. She would much rather have led of a customer-centered approach, without the cavalier bouncing back of out-of-band requisitions, but that issue was above her pay grade. Stewing about it just made her angry. So she accepted it, and that enabled her to anticipate the consequences.

Use Pareto's Principle to focus your anticipation

Cheryl recognized that Pareto's Principle (the 80/20 rule) meant that 80% of the difficulty came from 20% of the cases. For IT Services, most of the problems came from only 5 of the 22 site administrators responsible for requisitions. Cheryl decided that she would deal with the "Fabulous Five" specially — perhaps a personal visit from a Service Rep to explain what would happen to their requisitions under the new procedure.

Prevent problems rather than repair them

By coordinating with Training and the managers of site administrators, she would make sure that requisitioners had all they needed to get it right. Cheryl reframed the problem from one of making massive repairs to one of reducing the error rate.

When change comes, we can worry about what the future holds, or we can anticipate what might happen, and deal with it. Is a change coming for you? Are you worrying or anticipating?  Top    Next Issue

Is your organization embroiled in Change? Are you managing a change effort that faces rampant cynicism, passive non-cooperation, or maybe even outright revolt? Read 101 Tips for Managing Change to learn how to survive, how to plan and how to execute change efforts to inspire real, passionate support. Order Now!

There is much information on the Web and elsewhere about Pareto's Principle. For example, visit CDS Solutions, or J. A. Schumpeter, 'Vilfredo Pareto', in Ten Great Economists from Marx to Keynes. New York: Oxford University Press, 1965. Order from Amazon.com

Your comments are welcome

About Point Lookout

Thank you for reading this article. I hope you enjoyed it and found it useful, and that you'll consider recommending it to a friend.

This article in its entirety was written by a human being. No machine intelligence was involved in any way.

Point Lookout is a free weekly email newsletter. Browse the archive of past issues. Subscribe for free.

Support Point Lookout by joining the Friends of Point Lookout, as an individual or as an organization.

Do you face a complex interpersonal situation? Send it in, anonymously if you like, and I'll give you my two cents.

Related articles

More articles on Personal, Team, and Organizational Effectiveness:

Take Regular Temperature Readings

Team interactions are unimaginably complex. To avoid misunderstandings, offenses, omissions, and mistaken suppositions, teams need open communications. But no one has a full picture of everything that's happening. The Temperature Reading is a tool for surfacing hidden and invisible information, puzzles, appreciations, frustrations, and feelings.

Completism

Completism is the desire to create or acquire a complete set of something. In our personal lives, it drives collectors to pay high prices for rare items that "complete the set." In business it drives us to squander our resources in surprising ways.

Tactics for Asking for Volunteers: II

When we seek volunteers for specific, time-limited tasks, a common approach is just to ask the entire team at a meeting or teleconference. It's simple, but it carries risks. There are alternatives.

The Deck Chairs of the <em>Titanic</em>: Obvious Waste

Among the most futile and irrelevant actions ever taken in crisis is rearranging the deck chairs of the Titanic, which, of course, never actually happened. But in the workplace, we engage in activities just as futile and irrelevant, often outside our awareness. Recognition is the first step to prevention.

The Utility Pole Anti-Pattern: II

Complex organizational processes can delay action. They can set people against one other and prevent organizations from achieving their objectives. In this Part II of our examination of these complexities, we look into what keeps processes complicated, and how to deal with them.

See also Personal, Team, and Organizational Effectiveness and Personal, Team, and Organizational Effectiveness for more related articles.

Forthcoming issues of Point Lookout

Coming January 22: Storming: Obstacle or Pathway?

The Storming stage of Tuckman's model of small group development is widely misunderstood. Fighting the storms, denying they exist, or bypassing them doesn't work. Letting them blow themselves out in a somewhat-controlled manner is the path to Norming and Performing. Available here and by RSS on January 22.

And on January 29: A Framework for Safe Storming

The Storming stage of Tuckman's development sequence for small groups is when the group explores its frustrations and degrees of disagreement about both structure and task. Only by understanding these misalignments is reaching alignment possible. Here is a framework for this exploration. Available here and by RSS on January 29.

Coaching services

I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrenjTnUayrCbSnnEcYfner@ChacdcYpBKAaMJgMalFXoCanyon.com or (650) 787-6475, or toll-free in the continental US at (866) 378-5470.

Get the ebook!

Past issues of Point Lookout are available in six ebooks:

• Get 2001-2 in Geese Don't Land on Twigs (PDF, )
• Get 2003-4 in Why Dogs Wag (PDF, )
• Get 2005-6 in Loopy Things We Do (PDF, )
• Get 2007-8 in Things We Believe That Maybe Aren't So True (PDF, )
• Get 2009-10 in The Questions Not Asked (PDF, )
• Get all of the first twelve years (2001-2012) in The Collected Issues of Point Lookout (PDF, )

Are you a writer, editor or publisher on deadline? Are you looking for an article that will get people talking and get compliments flying your way? You can have 500-1000 words in your inbox in one hour. License any article from this Web site. More info