Process – Lorne Mitchell's Thursday Thoughts

28/01/201628/01/2016

The Best Source of Innovation

The news this week that the upwards-ever-upwards iPhone sales are finally stalling was a stark reminder that even the greatest companies struggle to keep the juices of innovation flowing year-on-year. The Apple Watch couldn’t replace the iPhone and the iCar (if it ever arrives) is still a few years out.

Most companies that I study or consult to are in an innovation crisis. They know they must innovate in order to remain competitive and keep growing (or simply to stand still). Yet how often does the innovation agenda become demoted to “novel” efficiency drives and cost-cutting initiatives?

It begs the question: where is the best place to source innovation? Many of my clients in the telecoms world look to technology suppliers. They continue to develop new features on top of their already bloated stack of products and services that were offered last year. The latest gizmo. The latest bell or whistle. Yet I already have an iPhone 6s. Why do I want a Plus? I upgraded from an iPhone 4s to wait for the 6. I think I’ll hang on until I see something really new and different from Apple.

Innovation can come from suppliers – but you can’t really differentiate your company if that is all you rely on. Such is the fate of many telecoms companies: they continue to develop new features on top of their already bloated stack of product features that were offered last year. The latest gizmo. The latest bell or whistle. A price war starts and the cost cutting initiatives cut even deeper. No, suppliers, are not the best answer.

What about the young folk who have just joined the organisation? Straight out of University or School, they bring a fresh set of thinking. They are the next generation! Surely they hold the answer? Give them a difficult problem and let them brainstorm their ideas to create something truly whacky. Too risky, I say! They will not understand the product and how it is used, yet. They might come up with some good ideas., but Good ideas are not the same as innovation. The newbees are not the best source of innovation either!

So where should we go next? To customers, of course! Customers that use (and misuse) your existing products and services! Customers who suffer day-to-day from trying to work the processes that you have under-designed and waste your customers time and effort. They are loyal customers until they suddenly vanish. And if no one contacts them to see where they have gone, then innovation dies on the vine!

Customers are an incredibly cheap this source of innovation, too. Not just cheap, but very valuable! By asking a few simple questions of customers every time you interact with them, you can increase your profitability, customer loyalty AND innovation in one fell swoop!

And what are those questions? Well, you will have to read the next few Thursday Thoughts to find out my thoughts on this. In the meantime, try and work out what you think they might be and comment below!

Oh, and thank you so much for reading this far. I hope, at least, it has made you think a bit more about one of the most important aspects of business and human life!

19/12/201519/12/2015

Thinking Outside-In: A Thinking Tool for the Festive Season

Looking at “Major Tim” the Astronaut talking from space on the TV last night, it got me thinking. How cool it must be to get outside of the earth’s atmosphere and look back down on the earth!

It triggered another thought. One particular type of thinking I find very useful is called “Outside-In” thinking. It takes a perspective of looking at an individual, a family unit or an organisation from the outside looking inwards. Some call it out-of-the-box thinking. It is a way of thinking that allows us to step outside of the box and get a more objective perspective on how we fit within each of the social units within we operate.

This type of thinking can also be used in a number of different ways.

Firstly, looking at your the key personal relationships that you have with others:

How do you, as an individual, relate to those close around you? Take stock of what has happened in the past year. What were the good times and what were the not-so-good times? How can you build on the good and release the not-so-good? Which relationships require a little kindness to improve the energy between you both?
How do the folk that you care about relate to one another? How could you assist in strengthening those relationships by listening and understanding both perspectives?
It can also be a useful tool to work out what presents they would like to receive. Think about the last few conversations you have had with them. Who knows? They might even have dropped some hints!

A small water drop fall on water surface and jump back before the second one to collide with it. — A small water drop falls on a water surface and jumps back before the second one collides with it.

Secondly, it is useful when looking backwards and planning forwards:

What events or activities did you lead and enjoy – and how many others shared in your leadership and enjoyment at the time? How can you build on these activities in 2016?
What themes do you want to improve and carry forwards into 2016 and how can they be accelerated by asking for some outside-in help?
List out the challenges you face and work out who do you know who could help tackle some of those challenges in a different or disruptive way.
Which activities and themes do you want to wind-down or stop – so that you can create more space for those that you want to build. Who can you offload the activities onto without losing the overall momentum of the theme?

Finally, as a tool for improving your business relationships. It is so very powerful when you get direct outside-in feedback from customers, employees, suppliers and business partners:

How does the organisation that you work with appear to others? To customers? To suppliers? To those who work for it?
What insights can you see that others are blind to?
How can you work those into some actions that will help you and the organisation become more effective and be a more enjoyable and rewarding place to work?

So, as we enter the period where we have cleared our desks and are stocking up for the festive season it is worth looking forward to the challenges and projects that we want to take on in 2016 and spend a bit of time thinking outside-in. I’m sure you will find it useful. Please do write any thoughts on how else you and others could use this type of thinking.

And good luck to Major Tim and his space travels into 2016!

26/11/201526/11/2015

Give Thanks! Fire, Aim, Ready.

Last week we explored what it was to be “on purpose”. The various meanings of the word and the importance of living a purposeful life or working within a purposeful organisation. It has been very encouraging that so many readers have commented on the post and that the ideas resonated with many of you so well. Thank you also for the feedback: it is always welcome! I wish you all success in thinking more about what it is to lead a more purposeful life and continuing the quest to find more meaning in it and in the work you do.

This week I want to deepen that thinking and explore the relationship between purpose and the main aims (or goals) that cause us to line-up the activities that we perform as we go about our day-to-day lives both at home and at work. I believe that this process is at the heart of what it is to be successful. Indeed, success is a very personal and subjective thing. Sure, others might judge your success – but that is by THEIR opinion, not yours. It is important to shape the factors that will make you successful by moulding them out of what you are and what you want to be. Sourced from your passions and purpose, as it were.

It is a perfect time of the year to look back and look forwards. Particularly as today in Thanksgiving in the Americas. Even if you are not from that part of the world, it is a useful exercise to be grateful for all that has happened to you in the past year and for the friendships and experiences you have had.

At the same time, it is also worth looking forwards. Thinking about the habits that you want to grow, or the ones that you want to release. Thinking about the ideas or relationships you want to nurture and the ones you want to celebrate or change.

There is an old phrase “Ready, Aim, Fire” that covers the stages you go through when firing an arrow at a target. For a bit of amusement, I decided to reverse the order of these three steps to see what new thinking might emerge. It ended up as “Fire, Aim, Ready”. Not a very significant sequence of events if you want to hit a target, you might think.

FIRE

But wait! What if we use the word “Fire” in some slightly different meanings: FIRE that you are fired-up by – or FIRE when you have a “burning platform” that needs immediate attention – or FIRE when we fire someone from work or a relationship.

If you write down your purpose and underneath put the three or four things that are firing you up at the moment or that they need immediate attention, then FIRE becomes a good first step to deciding the few things on which you should focus. Either because they are important (as in fired-up) or because they are urgent (as in burning platform) or else you want to be rid of it (as in “you’re fired”). What few things do you want to add, act on urgently or get rid of in your life? For me, I have a bonfire worth of business books that have been lying up against the wall on the landing for the past year!

AIM

By listing-out these few aims (or goals) and then understanding what sort of change is needed in your life, you can then try to envisage what life would be like with more (or less) of the factor. New role at work, more time with family, change-out the car, less time tripping over books. That sort of thing.
At this stage, it is so important to write these ideas down on a bit of paper. Sure, a computer will do, but somehow writing them down on paper and referring to them on a regular basis helps speed the process to achieving the aim – and either adding to or subtracting from the fire! They need to be the bigger things in your life. Otherwise, you will bury yourself in a long to-do list. If this happens, try to pick the top five or six ideas and work on them.

READY

If nothing else, by doing this exercise in the next few days, you will be in a better position to shape your ideas, projects and activities as we move into 2016 and be ready to design some bold, boring or fun New Year’s resolutions over the next few weeks ahead of the rush. Typically, in the past, I have jotted my resolutions down on a paper napkin with a hangover from the holiday period on 1st January and then throw them out with the rest of the excess paper a few days later! It is only in the past few years that I have become a bit more disciplined – but I still have a way to go.

Writing out your aims and then having the discipline to review them regularly reaps the rewards. Not least, by the above definition of success, you will be much more effective in aligning your activities to your purpose and living a more fulfilling life!

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Next week we will focus on how you can measure your aims (or goals) by breaking each one into a series of defined objectives. Not only will this allow you to envision more clearly what success looks like, but it will also let you recognise success when you arrive at your destination sometime in the future!

If you are interested in digging deeper into these ideas in the New Year – as well as wanting some help to accelerate success in achieving your aims and objectives, then please do email me at lorne@objectivedesigners.com and I will send you some additional information in December.

And to add a Zen-like koan at the end of all of this just to get you thinking even harder (or not at all):

“A good traveler has no fixed plans and is not intent on arriving.”

Lao Tzu

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Oh, and some of you have kindly asked about my friend’s planning application that I wrote about two weeks ago. The inquiry has been adjourned until 21st December – so we might well not know the outcome until the New Year – but I’ll keep you posted when I know the result!

01/07/201401/07/2014

The Seven Questions of Innovation

Sometimes you get stuck. You can’t think of a way out.

Well, it’s not the first time! Mankind has a long history of innovation.

This video explains it beautifully – and gives us seven questions to ask when you get stuck:

Go on! Try it! Ask the seven questions:

1. What can we imagine?

2. What can we look at differently?

3. What can we use differently?

4. What can we move?

5. What can we interconnect?

6. What can we alter?

7. What can we make?

That’s all very well if you are a guy (like me) and trying to fix things to make things better. But what about the emotional side of the equation? Jason Headley has another (perhaps much more brilliant video) which should amuse those that find communication skills between the sexes more challenging:

28/06/201428/06/2014

The Heart’s Intuitive Intelligence

Last Thursday, I had a meeting with a business colleague. We had only met once before – but somehow the energy felt really good between us. Conversation flowed. Ideas bubbled to the surface. Creative spirit abounded.

During the conversation, it became apparent that I had talked in our previous meeting about intuition. I had forgotten this – but it is something I have recently become very interested in. In summary, it’s the idea that the world is far too “mental” and that many have lost touch with their intuitive guidance system – based around the heart. I’m also a strong believer in the idea that everything is connected.

And so it was, just by chance (as happens when browsing the internet) I came across this video below:

I don’t know too much about the organisation behind the video – but just love the overall theme, messages and visuals. It somehow helps us to remember things we have forgotten or lost – so we can get back into the life-force and remember who we are.

Sit back and enjoy!

05/09/201305/09/2013

The End of the Break

As we come to the end of the summer break, for most of us, school, university or work starts afresh. I say, for most because, like with all generalisations, there are always those who break the rule. An increasing number of friends seem to be moving into “retirement” or “semi-retirement” – breaking the pattern of a life-time by taking more time off. Two of my children are starting University – a break from the long years of study at school to the less structured, more fun time at Uni.

And the little word “break” got me thinking. It seems to have so many meanings. It runs to many definitions in the dictionary – both as a verb and as a noun. It can be:

destructive (as in – “break a glass”)
illegal (as in “breaking the speed limit”)
liberating (as in “break out of old patterns”)
exciting (as in “breaking news”)
disappointing (as in “break my heart”)
the point of profit (as in “break-even”)
time to eat (as in “breakfast”)
very confusing for someone not fluent in English (as in “break a leg”)

For such a little word, it has so many different subtle meanings and so many different ways to combine itself with other words to mean so many different things!

Yet, with all of this, I always see the start of September as the opportunity to break from the past and focus on the future. For some reason, even more so than with Christmas or Easter. Perhaps we are all subconsciously programmed by the school year – whether as students, former students or parents. Yet there are those who will always break the mould and find other beginnings and endings in their year and not agree with me.

Great word “break”.

20/09/201220/09/2012

Two-Speed Engines and Wonky Gearboxes

I was with a client yesterday and drew attention to a recent article Two-Speed IT: A Linchpin for Success in a Digitized World from BCG Perspectives on how some organisations are being forced split in two with the pressure of the internet. The BCG paper describes a “two-speed IT” – but in many ways, the IT is only part of it – and BCG have taken the two-speed analogy far further with other thoughts on organisations, economies and governments.

It would appear that, in order to survive, successful organisations now need to have (at least) two speeds or engines within in them. One is there to cope with traditional “industrial speed” business and the other need to cope with innovation and customer interactions at “digital speed”.

There is no finer example than Telefonica-O2 – which has recently split itself in to two companies. One which manages the more traditional “industrial” network and handset business. The second (called Telefonica Digital) was set up to manage innovation and all the different aspects of interconnecting the network business to new technologies and services.

I’m with O2 – and it was disappointing that even after splitting itself in two, the industrial part of the business, they still managed to knock-out my service for 24 hours in the early summer. Even more reason to believe in the importance of creating and adapting organisations so that they can take both the expected and unexpected demands placed upon them.

A better example of success is probably BT’s execution of the Olympic Games. I am sure the stories will start to come out in the next few months, but I heard at a conference recently that there were over 50 severe attacks on the Olympic Network that could have brought it down – had BT not had the right protection in place. In the industrial network game, true success normally means not failing!

As many of you know, I like to draw analogies, and I thought that this client that I was working with had a problem of shifting from first gear to second gear. Somehow, they had all the parts to make very solid machines for the industrial age, but they were not thinking of designing and creating smaller, lighter, more nimble components to put in the small engines of the digital age (for new organisations such as Telefonica Digital). To use a truck-car analogy, they were still assembling large-scale gearboxes for big trucks – (where each component takes days and weeks to manufacture and assemble) – whilst missing the market opportunity to provide new, smaller gearboxes (or even components) that will allow emerging digital organisations to engage with the bigger industrial engines of the past.

These new gear boxes are going to be smaller, cheaper and faster to assemble. It might even require a new, separate organisation to design, market and support them. The possibilities were very interesting.

So I was charmed by the Queen of Coincidence, when, whilst I was preparing for the client presentation, a good friend, Jo, sent me this brilliant recording of a telephone conversation between a guy who has just bought a BMW with a “wonky gearbox” – Listen and enjoy!

Please click here to listen to the WONKY GEARBOX STORY

Sometimes we simply get this whole technology thing completely wrong by not reading the instruction manual!

02/08/201202/08/2012

The Shapes of Stories and How to Write Them

A good friend and regular reader, Anthony, sent me the link to a great anonymous blog a few weeks ago – Farnam Street.

Yesterday, they pointed to a brilliant set of rules on how to write a short story by Kurt Vonnegut:

1. Use the time of a total stranger in such a way that he or she will not feel the time was wasted.

2. Give the reader at least one character he or she can root for.

3. Every character should want something, even if it is only a glass of water.

4. Every sentence must do one of two things-reveal character or advance the action.

5. Start as close to the end as possible.

6. Be a Sadist. No matter how sweet and innocent your leading characters, make awful things happen to them-in order that the reader may see what they are made of.

7. Write to please just one person. If you open a window and make love to the world, so to speak, your story will get pneumonia.

8. Give your readers as much information as possible as soon as possible. To hell with suspense. Readers should have such complete understanding of what is going on, where and why, that they could finish the story themselves, should cockroaches eat the last few pages.

There is another video which is even more worth watching on the Shape of Stories:

It got me thinking about how we all love stories, the ups and downs of life, the drama unfolding, the game(s), the chase, the great ending!

Please share any insights or thoughts you have on this great subject below!

14/06/201214/06/2012

Inventories, Unread Books and Generation Why

Last week there were no Thursday Thoughts. I was in Edinburgh and thinking far too much to write about it. Today I had to go up to London and got writer’s block until a chance Skype conversation with Malcolm about random stuff. It got my right brain going and I am now back in the flow.

In much of the work I do, I am drawn to creating order from chaos by documenting the present situation. One very useful tool is to take an inventory of what is. A version of the truth that is accurate enough to be good enough. It is like the difference between German and British accounting: German accounting is always exactly wrong: British accounting is almost roughly right!

So it was I was chatting to Malcolm on Skype who was listening to Melvyn Bragg’s In Our Time – a discussion on James Joyce’s Ulysses. At the start of the talk, Bragg points out that it is one of the most famous books of the last century – and one that few have read cover-to-cover – myself included.

It got me thinking about the fact that 95% of books are never read. Mine included……

So I thought, what about an inventory of all the books I have – and then work out how many I have actually read? More than 1,000 books – and less than 5% read? I suppose that the types of books I collect are not novels. They are more like factoid books, text books, “how to” books. Bee books, personal development books. I don’t read novels. My father used to say “Life has enough drama in it that I don’t need to go to the theatre”. I think the same about reading books.

So the inventory, used with the mirror, forces to look at yourself, your behaviour, your reality. But the Skype conversation I was (and still am) having with Malcolm on this touched on another interesting thread. The fact that I am of a generation where physical books represents learning, knowledge and intelligence. But for my children, the world is very different. An Amazon Kindle could contain the same number of books as on my bookshelves and many more besides. For generation Y (which I call Generation Why – because they always seem to be asking the question Why?) the value of owning physical books is almost diametrically opposite to mine. To take an inventory of Apps on my MacBook (which I also collect) takes less than 5 seconds. The software can be updated across the internet when new versions arrive. Information is more transient. More connected, near-free to produce.

So what? Well it is time for me to start to clear the clutter of my bookshelves. To stop ordering physical books on Amazon. To change my behaviour. One of the most difficult things to do. But the inventory and the mirror are perhaps the most powerful tools to help change behaviour. Question is whether I can reduce my inventory without being distracted by workload, the bees, the dogs, the children – oh and that urge to go onto Amazon to buy another book on my Wish List!

Time for an inventory. Time to put the mirror up! It works with clients – but is so much harder to do to oneself!

29/03/201229/03/2012

Lorne at the Lords

I gave evidence at the House of Lords Select Committee on Communications on Tuesday – all about the future of UK Internet Access.

There is a video of it here: