Whenever I’ve moved on from a job, I’ve always told the team I was leaving to blame me for the wrongs when I was gone to move past the blame game quickly, and focus on solving the issue. A piece of an awesome Fast company article on Toyota’s continuous process improvement way of life made me think that’s not such a good idea… because it let’s people continue the idea that blame (or shame) is a natural part of a work environment. Here’s the story in brief:
Jim Wiseman joins Toyota in community relations. In his first presentation to the plant manager, he spoke about how well things were going. When Jim finished, the manager, Fujio Cho, now chairman of Toyota worldwide, said, “Jim-san. We all know you are a good manager, otherwise we would not have hired you. But please talk to us about your problems so we can all work on them together.”
This reminded me of one of my absolute favorite work environments, when I was working for Lorrie Norrington at Intuit. She was SVP of Small Business and Personal Finance at the time, and was one of the three board members, who directed the Innovation Lab I ran. What was remarkable to me about working for Lorrie was that in any meeting, she focused on what was wrong. But, not in a negative “what did you do wrong” way, rather in a moving forward way. She was focused on solving together piece, and never made you feel like she was stepping in because you couldn’t handle it. I have a feeling this is what the folks at Toyota feel like… and it feels productive!
I need some techniques for setting that environment up correctly, because, as recently as this week, I’ve unintentionally put people on the defensive about what was done when I wanted the focus to be on moving forward. It wasn’t productive. Have you worked in an environment where the focus was deeply focused on the problems, but it wasn’t about blame or shame? If so, how did you, your manager, or your team set the tone for this?
I think what would go on my shirt for this:
Learn from history, but don’t relive it
I need to learn from you and your experiences here, as it is core to the way I want to run my businesses, and it is one where I don’t have a “doing business as Jana” way of doing things that I’m comfortabe with. So, what is your “doing business as you” on this topic? Or what are the experiences you’ve had?