The Problem with Email

The Problem with Email

In today’s world, email has become ubiquitous.  When I walk by most people’s offices, invariably they are at their desk looking at their Microsoft Outlook Inbox. I have a few thoughts on email and thought I would share them.

If you’ve read my previous posts, you know that I went paperless over a year ago.  So, I am not a luddite.  I definitely embrace technology and all the possibilities it provides.  But personally, email is one of my least favorite forms of communication.  In fact, in order to increase my effectiveness, I have worked hard at eliminating email from my day.

The main reason is that I find that email can be very efficient, but rarely effective.  I’ll give you an example.  Let’s say you come in early one day to tackle a bunch of items from your “to do” list.  You roll through each item and send out an email for each item to get that item completed.  Some items might be directing someone to do something, some items might be asking for additional clarification, some items might be answering a question.  An hour later, you feel great.  You nocked off 25 items!  But did you really?  What do you think will happen by that afternoon.  Invariably, you will receive emails back on about 20 of the items asking for additional information, more clarification or something else.  All you really did was start an email string, not complete the process.

I find that a short conversation trumps email every time.  It allows the other person to hear your tone, it allows the other person to ask clarifying questions and it allows you to make sure they understood and also get commitments on when the item will be completed.  I like using my drive time to make phone calls as it makes me more productive.  If I can’t stop by their office then a phone call would be my second choice.  If you are working with a team, setting up a short 1/2 hour each week to talk can almost eliminate the email strings that will develop otherwise.

If you find you get a lot of emails every day, take a moment and look at how many you are sending.  There is a cause and effect relationship here.  If you stop sending emails, you will at least eliminate all the follow-up emails that the original email begins.

I also let my team know my communication preferences.  For a quick note, send a text.  ”I’ll be late for the meeting” or “Can you stop by my office” are quick notes that work well.  For anything of importance, stop by my office or call. If you email me, I’m going to assume there is no urgency to the content.  I only check email a couple of times a day and I rarely will answer an email anyway.  If it requires a response I will typically call or stop by their office.  This has made email a less effective tool for my team so they now limit their emails and call or come see me instead.

If you find yourself drowning in email, maybe try a couple of these suggestions.  Limiting your outgoing email will be the fastest way to limit your incoming email.  Meeting consistently with your customers, vendors or team will also reduce the number of emails that need a response.  Hopefully these ideas help.

Continuous Improvement

Continuous Improvement

“Enhance our reputation through continuous improvement”

This is one of Walters & Wolf’s core values. I’m assuming that many companies have something similar. Before we began our lean journey, this value wasn’t always in evidence. As a company, we were always making changes. When new technology became available or someone found a better way to do something, we would change. I think it is human nature to want to make things easier and better. So, like most companies, we were moving forward and generally “improving”.

The big change with lean is that there is a context for things. We have a “North Star” if you will. One piece flow. To get to a point where things flow simply and easily through the system. Where the process is visible and you can see where you are at all times. But we are a long way from this goal.

So, each day, we ask ourselves: How should this process operate? How is it operating now? What needs to change to get there?

Invariably, when you start asking these questions, you get this answer: “We can’t do that because….” or “We’ve tried that before but it doesn’t work because…” Most people think that these are good reasons not to try things. But it is quite the opposite. Let me explain.

Lean isn’t about making things easier. Lean is a system that helps expose problems. Every time you want to change a process and move toward flow, you will have problems. There will be things that won’t work. There will be other parts of the process that thwart that effort. But what is really happening is that by stressing the system and making changes, you are exposing the problems you need to work on.

Most lean books use the analogy of the water and the rocks. Imagine that you are looking at a river. In this river you can see the tops of a few large boulders in the water. If you begin to lower the water level, more and more rocks will become exposed. It is the same in lean. At first, there are just a few rocks to navigate through. But the closer you come to flow, the more rocks will be exposed and the more work it will take to solve these problems to move forward.

This week in our company, we are working on reducing the amount of work in process between our fabrication and our assembly glaze operations. We’ve made a lot of changes here over the last couple of years. Back in the day, we used to fabricate all of the metal before we started assembly glaze. We then started working by floors, then by weeks, then by days. Each time the amount of inventory was reduced, the amount of “looking for stuff” was reduced, and our throughput increased. If we were at flow, the time between cutting a piece of metal and setting that unit on the building would be measured in hours. But right now, it is measured in weeks. But every time we try to change this process and move toward flow, we find new problems. “We can’t do that because we would need to pull metal every day for the fabrication team”. “We can’t do that because the yields on the stock length metal will be awful”. “We can’t do that because we’d have to change the clamps on the saw 15 times a day to do those small batches”. “We can’t do that because we’d have to print the same fabrication drawing over and over for every part”. And so on.

And all those things are true. But they are not reasons not to do it, they are the problems we need to solve to make the change. We are identifying what we need to improve. By continually moving to smaller and smaller batch sizes, we are continually having to solve more and more problems that impede our ability to make that next step. And each problem we solve makes us a little better at what we do.

So continuous improvement in lean is about establishing a goal or “North Star”, making small steps each day to strive towards it, to find the “we can’t do that because” statements, then find a way to solve those problems and improve each day.

A Different Take on Self Development

A Different Take on Self Development

Maybe we start out complete but our eyes are blinded at birth. Our path through life is finding our way and uncovering who we really are. We don’t add new skills and become something we actually just uncover who we were to begin with. 

The spiritual journey does not consist in arriving at a new destination where a person gains what he did not have or becomes what he is not it consists in the dissipation of one’s own ignorance concerning one’s self and life and the gradual growth of that understanding which begins the spiritual awakening the finding of God is a coming to one’s self.  - Aldus Huxly

I read this quote in one of Dr. Wayne Dyer’s books “The power of intention”.  It really struck me.  It reminded me of a quote I read once from Michelangelo:

In every block of marble I see a statue as plain as though it stood before me, shaped and perfect in attitude and action. I have only to hew away the rough walls that imprison the lovely apparition to reveal it to the other eyes as mine see it.—Michelangelo

We often see our careers and life as additive.  That we begin as an empty vessel and learn new skills, acquire new talents, and become more.  But this view is very different.  What if our lives are really a struggle to become what we already are?  What if we were born a complete being but that truth is hidden from us.  Each choice we make and interest we find is just another layer being peeled off to show the person hidden within?
Not unlike the block of marble, we are hidden within the rock and just need to learn and grow to “hew away the  rough walls that imprison” us.
Definitely a different view on life that I hadn’t heard before…


Standard Work

Standard Work

A popular concept in Lean is standard work.  Taiichi Ohno once said “Where there is no standard, there can be no Kaizen”.  We tend to think of this as looking for the best way to do something, documenting that standard, creating some type of visual control (posting the process maybe) and then enforcing that standard.

I’ve been re-reading the Toyota Kata book this week and found an interesting quote on the subject:

A popular concept is that we can utilize standards to maintain a process condition (Figure 1-3). However, it is generally not possible simply to maintain a level of process performance. A process will tend to erode no matter what, even if a standard is defined, explained to everyone, and posted. This is not because of poor discipline by workers (as many of us may believe), but due to interaction effects and entropy, which says than any organized process naturally tends to decline to a chaotic state if we leave it alone.   The point is that a process is either slipping back or being improved, and the best and perhaps only way to prevent slipping back is to keep trying to move forward, even if only in small steps. 

This is a fresh look at the idea of “standard work”.  In order to create a standard, we need to be working toward improving the process.  This way our process is constantly evolving and therefore people will more likely follow the standard.  If we try to nail down a standard then just tell people to follow it, it will eventually erode and when you revisit that process later, you will find the standard has faded and people are not following the standard any longer.

A couple of quotes for your week

It is not the critic who counts: not the man who points out how the strong man stumbles or where the doer of deeds could do better.  The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood, who strives valiantly, who errs and comes up short again and again, because there is no effort without error or shortcoming, but who knows the great enthusiasms, the great devotions, who spends himself for a worthy cause; who, at the best, knows, in the end, the triumph of high achievement, and who, at the worst, if he fails, at least he fails while daring greatly, so that his place shall never be with those cold and timid souls who knew neither victory nor defeat. – President Theodore Roosevelt

It is the striving forward that is the key.  It is setting goals and working toward them that gets us to where we want to go.  It is a fact of life that whenever you strive to move forward in life, there are people who will have lots of reasons why whatever you are attempting won’t work.  The funny part is, it is rarely the people who are working with you to move forward that have these comments, it is always the people who are sitting on the sidelines who have comments.  When I tell people about how we are applying lean in our company, I get lots of comments from people who say “that won’t work in a company like ours”.  Really?  They haven’t even tried and yet they already think it won’t work.

If you think you can or you think you can’t, you are probably right.  - Henry Ford

This quote says it all.  Our attitudes control our actions.  See things as being easy, and they will seem easy.  See things as being difficult, and they will seem difficult.  If you tend to see things as being difficult, then you won’t believe this is possible.  Again, just another example of the quote.  If you tend to see things as being easy, then you will agree with this philosophy.  Again, just another example of this quote.

So what great goal will you set?  What thing that seems impossible will you dream to achieve.  Don’t listen to the people who want to criticize.  Don’t pay attention to the people who want to tell you all the reasons you will fail.  Just set the goal, find the small incremental things you need to do each day to move toward it, think you can, and get moving.

The Boys in the Boat

The Boys in the Boat

Our management team just finished reading the new book by Daniel James Brown called “The Boys in the Boat”.  This is the saga of the University of Washington’s rowing team and their bid to win the 1936 Olympics.

We had been reading a lot of business and lean books and Nick thought it might be a good time to dive into something different.  We did our usual process of reading a couple of chapters each week then typing up our distinctions and sharing them together each Monday.

The fascinating thing about this book is the focus on “team”.  Rowing as a team requires that each person in the boat row at the same pace and power as everyone else in the boat.  If one person tries to row faster, it throws everything off.  It requires trust.  Trust that everyone else in the boat is doing exactly what you are doing and that you are all working toward the common goal.

There were so many similarities between the book and our Senior Management Team.  First, there are 9 men in the boat and there are 9 men on our team.  It won’t help if we have a team of individuals all trying to accomplish their own goals.  We need 9 people who have a single vision, who trust each other, who will have each other’s back if things get tough, who will find a way to work together to achieve our common goals.

The book was a great read and our whole team was really into it.  The distinctions were deep and thought provoking.  I think we all really have a much better understanding of how hard it is to find that perfect team and that it takes a ton of work to get there.

We are traveling up to Seattle next week to visit the boat house where the team practiced and where the boat they used is on display.  We will use this as our mid-year off-site to really dig deeper into how we can better work as a team and how we can help support the company and its goals.

We are blessed to find ourselves with so much opportunity.  We have an amazing owner, a great leader, and a great leadership team.  We have a strong market with lots of great projects.  We know we have the ability to really leave a legacy in this company and our industry, but we can’t do it on our own.  It will take all the boys in the boat to really achieve the goals we have set for ourselves.

Should be a great week!