Finding Elegance in a Handful of Nails

By Michael Tatham Jr., President, The Tatham Group

I started working in the company at what I thought was the lowest level – producing training materials and processing customer orders. What I learned in this role were the key components to the success of any company: there is no role more important than one that services the customer, the more simple a process is the more elegant and everyone plays a critical part if the company is integrated.

More importantly, I learned the critical success factor for our company over the past forty years: our human nature leads us toward complexity. It is the desire to please, challenge or prove worthiness; the creation of rules, roles and processes to make ourselves feel special; the fear of losing control that creates a convoluted path to the customer receiving what they need; inability to accept and admit failure in order to learn from it; and many more. Since birth our environment has reinforced these behaviors making it difficult for us to change to an environment of success that requires less resources to maintain.

Adding Steps to Simplify

By John Munce, Deployment Executive, The Tatham Group

We process types often talk about simplifying processes. We’re on a relentless march to find the value-add step and then perform only that step. There can be a rallying cry for a team: Take out steps! Cut rework! Take out checking! Build in quality! Find the absolute minimum number of steps! Less is more!

But sometimes simplifying the process means adding in a step. It can seem unnecessary, even irrational.

My friend Ann is a process type and fierce project manager who’s dying of pancreatic cancer. When I went to see her the other day, she launched into a process critique of end-of-life health care. The medical establishment came off with a strong B. One item in particular fascinated her.

A nurse from hospice had come for the introductory visit. There was lots of chatting and information sharing. The nurse inspected the house and talked with my friend about whether she would want a hospital bed or other special equipment. Then she presented The Gift.

Process for Project Management

By Cristina Lee, COO, The Tatham Group Phils

 If you think managing a project is all about using good techniques and tools, think again. There is a process for managing a project, more than just using tools!

A lot of instances (and I have seen this happen so many times), there is a tendency to start out building a GANTT – and project management software prompts this behavior – without considering the fundamental purpose of the project, or even have any clear idea of how to systematically go about it. In other words, the project management tools drive and manage the project.

It should be the people driving the project.

The Cycle of Hell

 

By Laurie Clarke, Chief Operating Officer, The Tatham Group

Ever wonder why? Why some problems keep coming up over and over again?  Each summer I wonder why my city, Toronto, is taken over by construction workers fixing potholes and repaving roads?  Why are those five pounds (okay ten) shed in the summer regained in the winter? Why are meetings called to discuss the same things?  Why do short-term incentive goals appear the same year after year (or maybe pop up every two to five years)? Why can’t these problems be fixed once and for all?

 Welcome to the cycle of hell. Well, ok, the cycle of hell for some people.  And that is the problem. 

More Than Broken Bones

By Michael Tatham Jr, President, The Tatham Group

What’s broken in this story? 

 I was having a great game – 20 points, 4 assists and 11 rebounds.  I was diving for the ball to gain possession but what I didn’t realize is that my opponent was doing the same.  The result?  A head-on-head collision.  I set off for St. Michael’s Hospital’s emergency room reception and register as soon as I arrive.  Thirty minutes pass before I’m called to speak to a triage nurse.  I point out the obvious head injury – the three-inch gash on my brow is bleeding profusely – and explain to her that I’m a mild hemophiliac.

Boot Camp – A Confidence Builder?

By Rosario Ocampo, Coach, The Tatham Group Phils

When I first started working with one of our client’s redesign teams I was a bit nervous to face them, let alone coach the team. 

 However, I was confident in the thought that I was equipped with the things I learned at Boot Camp. I was also given some Tatham team deployment materials to read, background information on what step the team was on and some coaching on what to expect. This provided me with all the knowledge I needed to help me think ahead and plan for the next steps with the team.

Three Simple Questions

By John Munce, Deployment Executive, The Tatham Group

Last week I went in for a little outpatient procedure.  To me, any surgery is major surgery.  But to the doctors it was minor, routine, no big deal.  

When I arrived for the pre-surgery checklist with the three nurses and the anesthetist the clerk handed me an admissions packet.  I flipped through it.  The contents were much more interesting than I expected.

How’s My Driving?

By Cristina Lee, Chief Operating Officer, The Tatham Group Phils

Have you ever experienced driving in the Philippines?  If you consider yourself a cautious, careful driver that follows road rules and a good process for driving you’re in for a ride in the Philippines.

 To use the word ‘chaotic’ to describe city driving here is putting it quite mildly.  Horns honking for no special reason, pedestrians all over the place, taxis loading/unloading passengers in the middle of the road, buses following suit, cars snaking in and out of you.  You’d sit there frozen if you didn’t know what the hell is going on!

That’s Just The Way We Do Things Here

Check out this great blog post by Glenn Whitfield: Process Improvement – Been there, done that. Have you Really?  Couldn’t say it better ourselves.

Knowing Your Limits…What Do We Really Know?

By Doug Powell, Senior Vice President, Wachovia

The Customer: Part I of III

I enjoy working on my house.  This is a good thing because the person I bought it from (also the person who had it built and, I think, had a direct hand in many of the ‘finishing’ touches) only did about a C+ job on most of it.  I fully realize that this level of craftsmanship (yes, craftsmanS-H-I-P) ultimately allowed me to be able to afford my house on a new, single income, with little real equity, having just relocated after a career move.  Yet each time I get into a project, I inevitably find a lack of attention to detail that reminds me of why I have to redo the work myself, causes me to shake my head and utter the words “how in the world did he think this was quality work?”  As you have no doubt read elsewhere on this site, I have found a very stable process.