Tag Archives: Ryan W. Buell

Monday Morning Moment – Operational Transparency – Opening Up Windows to Our Lives at Work, Home, and Community

Photo Credit: Flickr

Let’s take a close look at our work and life for a moment. When product and customer service are both excellent, we experience the greatest value as both employees and consumers. However, when there are processes at work that we can’t really visualize or don’t understand, we may question the value of either the product or the service. Especially when those processes are obscured in their availability. Especially if when we seek to see and understand, we remain without adequate information. We can grow disheartened, disgruntled, and even repelled.

Let’s have a look.

We could take a deep dive into government operations or into a large for-profit or non-profit, but let’s just look first at a very normal experience of a popular fast-food restaurant. Without naming the company, this chain is known worldwide for providing consistently good food. When the product is excellent, we don’t feel the need to look inside the operation (or kitchen, so to speak). As for customer service, that’s another matter.

In the rush of lunch-time ordering and food delivery at the drive-through, a young mother with two small children in-tow has to leave her car and come inside the restaurant twice for corrections on her order. One correction was just the number of chicken pieces (four when she asked for and paid for six). The counter staff person couldn’t take the four-piece back, in accordance with health standards, and give her a six-piece. So instead of just saying to the customer, “We’re so sorry. Keep the four-piece and I’ll get you a six-piece”, she tossed the four-piece in the trash can and returned, without emotion, with a six-piece. The rest of the exchange, on both sides, was polite but not restorative for either.

The mom will probably go back…one day…but this did not build the trust that could have been built. The employee also was probably not left with any sense of appreciation for how hard everyone was working behind the counter for demanding customers.

What does this have to do with operational transparency?

Well, given the perceived quality of the product, little transparency in food preparation was required. That wasn’t the issue. The small but significant dilemma here was the transparency of the customer service model (which was bare-bones “correct the problem” without consideration of customer experience or inconvenience – or so it seemed, from the employee’s response to the mother).

Harvard Business School professor Ryan W. Buell defines operational transparency as the deliberate design of windows into and out of the organization’s operations to help customers and employees alike understand and appreciate the value being created. To determine when and how to design such windows, managers must understand when and how customers and employees want to open up operations to scrutiny—and when both parties would prefer that work be undertaken behind the scenes.*

*Operational Transparency – Ryan W. Buell

Is too much of a company’s operations behind the scenes? Are we expected to just trust that companies, governments, and civic organizations are working with our best interests in mind?Photo Credit: Flickr

The article by Ryan W. Buell linked above is a brilliant examination, with lots of real-world examples, of how important transparency is in our operations. For internal and external outcomes – both with product and employee/customer relations. [Don’t miss the read.]

Back to restaurants, the food service industry is really starting to run with this. One of our favorite restaurants is Mezeh Mediterranean Grill. It is a highly visual food experience. You order at the counter with the help of customer-savvy servers who guide the diner through the process.Photo Credit: Reston Now

Employees not helping the diners are doing food prep and working the grill, all in plain view. By the time the customers reach check-out, they have a bowl or plate of generous portions of savory, authentic Mediterranean food plus an added sense of value from the excellent customer service.

Operational transparency.

Home delivery food franchises and online shopping companies are upping their transparency by providing accurate tracking options for their customers as well as other perks aimed toward customer satisfaction and loyalty.

Photo Credit: Twitter

In the workplace, we need to listen to customers who actually give us feedback, especially complaints. There’s much to be learned by that sort of engagement. Becoming more and more transparent will help. Buell’s research shows the employees benefit as much as the customer with greater operational transparency.

As a stay-at-home, work-from-home spouse, I understand my husband’s question of “What did you do today?” It is the same as my question to him. “Writing and laundry” and “meetings all day” neither tell the whole story of either of our days. Operational transparency applied to our dinner conversation could make it a whole lot more engaging and valuable.

Taking the mystery out of how decisions get made and products/services actually happen can add greatly to the employee and customer experience.

Just as our teachers in school instructed us to “show our work”, we can do that for each other in creative and credible ways.

I have no idea how a letter gets from my friend in London to me in Virginia in less than a week…but it is easy to get frustrated when it hasn’t arrived in three weeks. The postal worker dealing with my frustration would be well-served…as would I…by opening a window into the complexities of the work of mail gathering, sorting, and delivering.

My father-in-law went from being admitted to an ICU post-stroke one day, to lying in bed all the next with an IV hanging but not dripping and no word from a doctor, to a visit and discharge by a palliative care team the third day. We welcomed the discharge home but a bit more transparency on that second day would have been really helpful.

Operational transparency builds trust, enhances communication, and facilitates accountability (see image below). Even when transparency reveals a negative (as in the fast food experience of the young mom), the company can turn that around once exposed.

From the Ryan Buell’s article, in closing:

“Don’t forget to close the loop. Transparency is the most beneficial when it’s allowed to flow in both directions—from the customers into the operation and from the employees out to the customers. Forcing employees to toil in obscurity deprives them of seeing how their work is helping customers, reducing their feeling that their work is appreciated and undermining their motivation. What’s more, transparency for employees can give them the information they need to customize service and help them learn better ways of operating.

Consumers [can] take work for granted and employees [can] lose out on the learning and motivation that customer connections afford. With that in mind, businesses should stop reflexively hiding their operations for the sake of efficiency and instead thoughtfully consider when and how to open them up to create more value for customers and employees alike.”

Operational Transparency – Ryan W. Buell

Photo Credit: Flickr

Creating Reciprocal Value Through Operational TransparencyRyan W. Buell, Tami Kim and Chia-Jung Tsay

Let’s Be Real – Why Transparency in Business Should Be the Norm – Robert Craven

YouTube Video – Defaulting to OpenWhile transparency is often associated with increased accountability to the public, the most visible outcome of open public data in recent years has been more and better services for citizens. This session addresses the opportunities and challenges of making open data useful, actionable, and relevant for users inside and outside government. Mike Migurski Chief Technology Officer at Code for America moderates a conversation with Alan Williams, 2013 Code for America Fellow; Joy Bonaguro, Chief Data Officer, City and County of San Francisco; Ryan Buell, Assistant Professor, Harvard Business School; and Mark Head, Developer Evangelist, Accela

Open Data

5 Friday Faves – How to Train Your Dragon, Expressions of Kindness, Civility, the “Uneducated Base”, and Wonder

It’s the weekend! Friday Faves on a Saturday because I was slowed down a bit by an end-of-the-week stomach bug. 3 days in this quiet space…

and now I’m back at the computer briefly. So this will be quick.

1) How to Train Your Dragon – One of the most beautiful soundtracks I’ve heard is composer John Powell‘s score for the animated film How to Train Your Dragon. Nathan Mills has taken the This is Berk theme and arranged it for classical guitar…almost wrote Celtic guitar. Just have a lovely listen:

Beyond the Guitar YouTube Channel – Subscribe so you don’t miss his music as it’s posted.

2) Expressions of Kindness – It’s hard to believe it’s been just a bit over two weeks since Dave’s father died. His passing is still so fresh, and especially, for Dave’s mom. I’m so grateful for the many expressions of kindness she has received…and we have received as well. It is a marvel that people still send cards these days. Thank you.

3) Civility – This week I came across a TED Talk by writer Steven Petrow entitled 3 Ways to Practice Civility. In his talk, he defines civility as “living by a moral code, striving to be a good citizen…citizens willing to give of themselves for the good of the city, for the good of the commonwealth, for the larger good.”

Petrow gives his three ways to practice civility or civil discourse as follows:

  1. Deescalate language. “I’ve stopped using trigger words in print. By trigger words, I mean ‘homophobe,’ ‘racist’, ‘xenophobe’, ‘sexist’. All of those words. They set people off. They’re incendiary and they do not allow us to find common ground. They do not allow us to find a common heart.”
  2. Challenge policies; challenge positions; but never make it personal.
  3. Don’t mistake decorum for civility. One can demonstrate recognized etiquette in a situation and yet still be incivil (shades of Downton Abbey’s Dowager Countess).

Behavioral economist Julia Dhar has given a brilliant talk on civil discourse in both the workplace and in family/friend situations. She used her world-class debate background in applying the principles of debate to conversation where strong disagreement exists.

Here are my notes from her talk:

  • Debaters don’t choose sides. Discipline yourself to think through how you would argue the other side.
  • Find common ground.
  • Focus on ideas not identities.
  • Open yourself up to the possibility that you might be wrong – the humility of uncertainty.
  • Engage with the best, clearest, least personal version of the idea.

In her talk, Dhar emphasized how incivility doesn’t make us more persuasive. In her summary, she drove home three points:

  • Stop talking and start listening.
  • Stop dismissing and start persuading.
  • Stop shutting down and start opening our minds.

In the article below, Dhar’s prescription for real conversation is powerful. Face-to-face is so much more effective than all the messy communication we find in social media as well as the talking head approach of our politicians and news commentators.

6 Tactics to Turn Heated Dinner Discussions into Real Conversations – Lenora Houseworth-Weston

TED Talk – 3 Ways to Practice Civility – Steven Petrow

“Evil communication corrupts good manners. I hope to live to hear that good communication corrects bad manners.”
Benjamin Banneker

The Rules of Christian Decorum and Civility – John Baptist de La Salle (1703) – just for fun

4) the “Uneducated Base” – Bouncing this idea off my husband, he asked, “And what makes this a fave?” I was reading a Facebook post by a friend of mine (actually shared from a friend of hers). His post was focused on the argument for late term abortion. He gave all his perceived positive reasons (clearly positive, in his opinion) for late term abortion to be protected. Then he closed his post by putting all of us who oppose or struggle with the direction of such legislation in one political party’s “uneducated base”.

I’ve been thinking about this all day….and this health care dilemma for several weeks now that it is a legislative and cultural hot topic.

Photo Credit: Vimeo

We all have deep-held values and beliefs about freedoms, rights, quality of life, and the role of government in the community. In situations where we agree (in America, let’s say), then hopefully our representative government will agree also, aligning with our values. When we disagree we have a partisan government where our various elected officials speak on our behalf. Sometimes it is along party lines and sometimes it is not.

In thinking back on my #3 of civility, it is challenging to even have these discussions in such a manner where both sides of a disagreement can learn from each other and make better decisions. We wrangle and blame and putdown our adversaries. We escalate the argument with name-calling and demeaning language.

Conversations – even fake ones on social media – where we resort to such mean-spirited tactics – feel so middle school. These issues are too crucial to keep any side silent. Yet, it becomes the ones with the most stinging speech rather than the soundest arguments who win the day.

I won’t give up, but, for some reason, that one hurt more than a bit.

Any thoughts on any of this? In the Comments, please…and in the spirit of closing the divide.

5) Wonder – On a lighter note, I want to just finish with the wonder of life. This little one marveling at a stained glass window.

This man, my best friend, who had a full day of Saturday chores, still making sure I had food and fluids on a day of feeling puny.

The beauty of Spring popping up everywhere. What a wonder!

Here’s to a restful weekend – full of wonder – and filled with people you love.

Bonuses:

Operational Transparency – Ryan W. Buell – brilliant!

The Long Goodbye – The Kara Tippetts Story – produced by Jay & Sofia J. Lyons – finally it’s coming out on March 22. Pre-order now.

Parents’ letters to teacher about their kids then and now – one teacher’s experience:Photo Credit: Amie Diprima Brown, Facebook

Mass Mutual’s The Unsung – the Rained Out Wedding