Breakthroughs, Benchmarking, and the Five Stages of Grieving

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12 Days of Insights 2014: Day 9

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

Stages_of_Grief_and_ProgressIn his book, Where Good Ideas Come From, Steven Johnson identified principles that served as catalysts for breakthroughs throughout history: 

  • Seizing existing components or ideas and repurposing them for a completely different use.
  • Adapting many layers of existing knowledge, components, delivery mechanisms that in themselves may not be unique; but which can be recombined or leveraged into something new that is unique or novel.

So clearly, open-minded companies in search of breakthrough results can benefit from understanding great practices developed by other organizations of any size, in any industry. So why don't they?

How Doubters Become "Do-ers"

First of all, most people believe their organization is so unique that it can't be compared to any other. Also, with the inevitable benchmark comparisons, "The successes and failures of an organization are there for all to see," as noted by the founder of modern management, Peter Drucker. And who wants to embrace something that could cast your organization in a bad light?

At the same time, I've seen how people do learn to use benchmarking to find "good Ideas," make big improvements, and set new standards for performance after they go through a five-stage process of adjustment that's virtually identical to the steps in the grieving process. (My wife, who's a social worker, pointed out that intriguing comparison to me.)

The Five Stages of Grieving (and Adjustment)

  1. The first stage of is Denial. You just found out that another company does something better than you do. So the natural inclination is to deny the basis for the comparison. "The findings don't apply to us, because we're a very different organization."
  2. Stage two is Anger"This ridiculous and completely unwarranted comparison doesn't make any sense because the other guys are" (choose one): bigger, smaller, younger, older, serving very different customers, __________ (fill in the blank)."
  3. After the anger wears off, it's time for the Bargaining stage. This is when people point out all the reasons why it's impossible for their organization to live up to the benchmark. "Sure they do it in two days. But because we're bigger, it's only reasonable to expect us to handle the same task in five days." In other words, inflation hits the benchmark during this lowering-the-bar stage.
  4. What happens next? Depression. This is the time for hand wringing, head shaking, and highly visible chair slumping. "Boy, they really are that good. And we're not! We might as well run up the white flag and surrender, because we'll never measure up."
  5. Now for the good news. There's a light at the end of the tunnel. After all of these understandable human reactions have run their course, people are finally ready to move to the final stage: Acceptance"OK. There's a Grand Canyon-sized gap between our organization and the benchmark. So let's start building a bridge!"

Working Through It

This is the time when people get fired up to tackle the problem and beat the benchmark. And that's when breakthroughs occur that, in retrospect, are brilliant in their obviousness and simplicity.

I've seen people go through these five stages time after time. But I've also learned something else: If you understand the stages and recognize where you stand in the process, you can move through the whole thing much faster. That will, in turn, accelerate the innovation cycle and improve the performance of the entire organization.

Our goal at TSIA is to provide members access to the best information available that helps them make better decisions faster and to make those decisions sooner rather than later. We do this by providing assessments through our validated benchmarking process, frameworks for best-of-breed operations, recommendations for actions and best practices, and exceptional networking with industry peers.

When you create a culture that is open to new ideas from anywhere, you can add a really important stage after Stage Five. Let's call it Stage 6: Getting Results. 

About the Author

vele-galovski

Vele Galovski is vice president of research, Field Services, for TSIA. Using his nearly 30 years of industry experience, he has consistently helped companies both large and small drive double-digit top-line growth with a proven retain, gain, and grow strategy. Vele has also written a book, The Perpetual Innovation Machine, which describes a holistic approach to management based on ambitious goal setting, data driven analysis, skillful prioritization, inspiring leadership, and the lost art of employee engagement. He may be contacted at vele.galovski@tsia.com

Read more from Vele on these topics:
Field Services | Intro to IoT | Spare Parts Logistics | Benchmarking

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Topics: benchmarking, 12 Days of Insights

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