Poor customer service? Are you doing your part?

Are you a good customer? Have you ever thought about how your own attitude in a given scenario affects the interaction?

I was working at the Keystone Resort, in Colorado, in the US, over the winter of 1998/99 as part of a student working holiday program.

I was assigned to Base Operations. We were the groundsmen of the resort. We cleared the footpaths after snowfall, collected the trash from restaurants, and we marshaled the car parks amongst other things. Not very glamorous but a lot of fun.

We also had to man the parking booths. Remember the old days when you paid a real live human on leaving a paid parking lot? Well that was us.

Continue reading “Poor customer service? Are you doing your part?”

Why do buses come in threes?

Last year I came across two interactive models that struck a chord with me. They asked and answered, and allowed me to interact with two questions I have spent way too much time thinking about.

Although to be fair that time has a direct correlation with how these two scenarios have impacted me personally.

I spent way too much time in London waiting for buses. You wait and wait, and then they all come at once. And while you wait, you think.black-and-white-person-woman-night Continue reading “Why do buses come in threes?”

Do you Assume?

Have you been somewhere with no internet access and tried listening to music?

Chances are you encountered the same frustrating problem I did last week.

I was holidaying with my family near Coffs Harbour in New South Wales, Australia. There was a 3G signal, but it was weak and intermittent in our accommodation. The resort had WiFi in communal areas, but that does not help when you want to listen to music in your villa.

On opening Spotify I would have to wait what felt like a minute or more while it tried to connect to the internet. Often failing. Then it would present me with my downloaded playlists.

The ability to download music is the main reason I subscribe to Spotify. For precisely these moments. When network connectivity is an issue, for example when on a train or in a car, and to limit data usage.

Continue reading “Do you Assume?”

Just Enough, then Out of the Way

“We rely on simple, efficient thought processes to get the job done—not so much out of laziness (though there is some of that, too), but out of necessity. There is just too much going on, too much to notice, understand, and act on, for us to give every individual and every occurrence our undivided, unbiased attention. So not only are you innately hard to understand, but the people observing you are hoarding their attention.”

From No One Understands You and What to Do About It by Heidi Halvorson

I couldn’t resist this quote when I read it earlier this week. On Tuesday, the 15th, I gave a presentation to a Business Analysts Meetup Group in Brisbane on the core concept of the Jobs to be Done framework, the Job.

The words “get the job done” stood out straight away.

I was primed to see them.

Specifically, the link between getting the job done and being a cognitive miser caught my attention.

Continue reading “Just Enough, then Out of the Way”

When everything fees like a Root Cause

I am preparing a talk on Jobs-to-be-Done for the Brisbane Business Analysts Meetup in March.  For this particular talk, I am re-telling the Milkshake Story as told by Clayton Christensen to introduce the mental model of a Job to my fellow Business Analysts.

I know what it means to me and how I apply it to work. That is what I plan to share.

As I work on it the same thought keeps popping into my head.  How is this different to a Root Cause Analysis? Essentially how is this any different to asking a lot of why’s to get to the important point.

Continue reading “When everything fees like a Root Cause”

Navigating the Crosswind Compromise

This post is a follow on from the Crosswind Compromise. In that post, I was inspired by a video of Viktor Frankl discussing the impact of crosswinds on our lives. I drew parallels with an organisational context.

My followup question is what does a pilot do to ensure he gets to the destination?

The pilot does at least these three things:

  1. Finds a map of the terrain he is flying over.
  2. Gets the latest meteorological (weather) information.
  3. Creates his flight plan.

Continue reading “Navigating the Crosswind Compromise”

The Crosswind Compromise

Its not what the vision is. It’s what the vision does.

If you are flying a plane destination A to destination B, where do you think the pilot points the plane? Do they aim directly at their destination B?

No. Any cross wind will push the plane off course. It will end up somewhere else. Any headwind will slow him down and require more fuel. Any tail wind will push him along quicker and require less fuel.

There are many crosswinds in life and work. Our moods, office politics and ability to name a few.

So when we do set a goal, why do we aim for the destination and expect to get there?

By the time these crosswinds have buffeted any particular initiative, the outcome is at best misleading and at worst disappointing.

What crosswinds are blowing in your organisation and which way are they blowing?

Aim high. Push the boundaries. Expect better.


The inspiration for this metaphor comes from this post on Brain Pickings, and in particular the video of Viktor Frankl.

The example of pilot navigation is close to my own heart. Thinking of the crosswind metaphor, being able to identify it, and to call it out is important and necessary. It all boils down to one word.

Context.

Context is everything.

Teacher and Student

In March 2003 I was working at as an Junior Implementation Consultant specialising in Oracle Financials, a large Enterprise Resource Planning product in the same space as SAP.

I had been in this role just over 9 months.

Everything was new to me. The role of a consultant, the product, the projects themselves, and the tasks I was required to complete.

On one occasion I was asked to deliver training for the Accounts Payable (AP) module. My role was to teach the current AP team in Singapore how to use the new module starting 1st April.

There was one problem. I barely knew anything about Accounts Payable processes, let alone the module and how it functioned.

Continue reading “Teacher and Student”

Documentation – Get it out of you head

What is the purpose of documentation? It has a bad rap. People avoid it. Think of it as bureaucratic. Red tape. Just bad. A waste of time. Avoid it at all costs.

Yet it does have a purpose. I believe it does.

You have to get what is in your head out. In words if that works for you, or pictures, or any other means. You have to get it out of your head, externalise it, so that you can truly understand what you think.

And secondly so that you can better explain it to other people.

If you are not doing these things then how do you know you are building the right thing? Or solving the right problem?

I can hear someone answering ‘prototyping’ to that question.

And it part they are correct. But there is value before you start the prototype. Before you expend effort.

In some disciplines they use wire frames and outline sketches. And I think that counts as documentation to me. But in the corporate worlds I have worked that rarely happens. Because it’s a ‘waste of time’.

Kind of like the waste of time building something no one wants or uses is …

My point is that documentation, in whatever form, suits the situation and your own mental models, adds value.

And we do not work in isolation. We all work in a team of some sort. And the team needs to share and learn from each other.

So get it out. Get it on paper or a wall of wherever. Just get it out of your head.

Nothing to explain

“The deeper truth is that there is nothing to explain.”

-Daniel Kahneman – Thinking Fast and Slow

I love this quote. Our desire to search for a cause or explanation is so hardwired.

How much energy is spent rationalising (rational-lies) and justifying an outcome that is simply the result of a small statistical sample?