Knowing When to Push Back
Some great stuff from Harvard Business Online. This comes from there "50Lessons" videos. This quick clip is an example of "push back" with a customer. (You'll dig Phil's accent, too.. Imagine him saying "I can't hold her,Captain", while your listening).
But, when is it time to push back within the company? This is just as difficult. It's about knowing the unwritten rules... knowing all the players. Timing is everything. Patience is a virtue, at times.... but, there is a limit.
"Catch ball" is a term used in Hoshin Kanri planning. (Policy Deployment).... Where the two way communication should allow for some "push back" against unrealistic objectives set from above. In a company that historically doesn't play this way, I think we still figuring this part out.
...It's a process.. It doesn't happen over night! So, in some ways the command and control model is in place under the guise of the Hoshin language.
But there is hope.... in the name of continuous improvement!
But, when is it time to push back within the company? This is just as difficult. It's about knowing the unwritten rules... knowing all the players. Timing is everything. Patience is a virtue, at times.... but, there is a limit.
"Catch ball" is a term used in Hoshin Kanri planning. (Policy Deployment).... Where the two way communication should allow for some "push back" against unrealistic objectives set from above. In a company that historically doesn't play this way, I think we still figuring this part out.
...It's a process.. It doesn't happen over night! So, in some ways the command and control model is in place under the guise of the Hoshin language.
But there is hope.... in the name of continuous improvement!
posted by Seth @ 9:44 PM
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