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Complacency:
Sources of Complacency:
1. No highly visible crisis existed. The firm was not losing money. No one had
threatened a big layoff. Bankruptcy was not an issue. Employees saw no tornado-
like threat.
2. The meeting was taking place in a room which screamed “success”. The
corporate HQ was the same way: marble, rich woods, deep carpets and oil
paintings. The subliminal message was clear: we are rich, we are winners, we
must be doing something right. So relax
3. The standards against which these managers measured themselves were far
from high. It was a common saying “ profits are up 10 percent over last year”.
What was not said was that profits were down 30 percent from five years before
and industry wide profits were nearly up 20 percent over previous one year
4. The organizational structure focused most people’s attention on narrow
functional goals instead of broad business performance. Marketing had its
indexes, manufacturing had a different set, personnel yet another. Only the CEO
was responsible for overall sales, net income and return on equity
5. Various internal planning and control systems were rigged to make it easy for
everyone to meet their functional goals
6. Whatever performance feedback people received came almost entirely from
faulty internal systems. Data from external stakeholders rarely went to anyone
7. When enterprising young employees went out of their way to collect external
performance feedback, they were often treated like lepers
8. Complacency was supported by the very human tendency to deny that which we
do not want to hear
9. Those who were relatively unaffected by complacency sources mentioned above
went into a false sense of security by senior management’s “happy talk”.
Often we find average people sticking to the job. This doesn't mean that company is
happy with their performance or they couldn't find an alternative. It’s often because
recruitment is a painful, time consuming and expensive process.
In Gulf countries to get a visa, driving license and ready-to-market time itself is 6 months
for every employee. Companies often ignore the lack of performance and give additional
time for their employees to avoid another recruitment process.
This may often send wrong signals to employees. They may assume that company is
happy with their performance or they couldn't find an alternative. This assumption is
wrong.
The greatest threat hovering above an organization today is not the competition. Neither
is it the increasing demands placed by customers. Nor is the pace of change brought
about by globalization. The greatest threat to the survival of organizations today is
complacency of people inside organizations It is the number one enemy in large and
successful organizations today. When an organization is small and thriving, leaders are
up and about in addressing customer service issues, quality problems and productivity
challenges. They are committed to do everything to stay competitive and win market
share and grow the company. However, as the company started to grow in leaps and
bounds and achieve considerable success, people begin to get too comfortable for their
own good. They begin to lull into complacency in every area of work which they once
placed great importance to. And it is this sense of complacency that leads to the eventual
downfall of an organization.
The problem is complacency. We have all seen it. Yet we underestimate its power and its
prevalence. Highly destructive complacency is, in fact, all around us.
With complacency, no matter what people say, if you look at what they do it is clear that
they are mostly content with the status quo. They pay insufficient attention to wonderful
new opportunities and frightening new hazards. They continue with what has been the
norm in the past, whether it’s short hours or long, suits or jeans, a focus on products or
systems or not much of anything.
As an outsider, you may correctly see that internal complacency is dangerous, that past
successes have created sluggishness or arrogance, but complacent insiders—even very
smart people—just don’t have that perspective. They may admit there are difficult
challenges, but the challenges are over there in that other person’s department. They
think they know what to do and they do it.
In a world that moves slowly and in which you have a strong position, this attitude
certainly is a problem, but no more so than a dozen other problems. In a fast-moving and
changing world, a sleepy or steadfast contentment with the status quo can create disaster
—literally, disaster.
Far too often, managers think they have found the solution to this problem when they see
lots of energetic activity: where people sometimes run from meeting to meeting,
preparing endless PowerPoint presentations; where people have agendas containing a
long list of activities; where people seem willing to abandon the status quo; where people
seem to have a great sense of urgency.
Lets see how ants teach us at least five strategies for dealing with complacency:
Put something in front of them, and they will get around it, over it, under it or through it.
If one way doesn't work, they will try another. If that way does not work, they will try
still another way. And so on until they find a way around the obstacle. There's nothing
wrong with feeling content. It's something that we all strive for in life.
They don't ever rest on their laurels. In the summer, they are thinking about the winter
and getting ready for it.
Ants don't complain about not having the right tools to do what needs to be done. They
take what is available right in front of them and find a way to make it work.
In the winter, when they are holed up in their little ant mound, they are using what they
stored up all summer and know that as cold as it is, summer is coming, and they are
getting ready for it.
They store up all that they can for the winter. You have seen the acronym on restaurant
signs AYCE. I used to think that must be some kind of special brand of food. It took me
forever to figure out that it stands for All You Can Eat.
Instead of focusing on All You Can Eat, I think we would do better to focus on what the
ants do, AYCD, which stands for All You Can Do.
If you constantly follow these five tips, you will consistently beat complacency. Think of
it as being content and always hungry to make things better.
Sense of Urgency:
“The quality or condition of being urgent; pressing importance: the urgency of the call
for help; pleading with urgency.”
A challenging goal creates a sense of urgency that inspires us to work harder to achieve
it. A good example is John F. Kennedy’s goal of landing people on the moon before the
end of the decade. The goal was challenging, and it had a clear deadline. That goal
inspired a whole generation of scientist to emerge and boost the productivity of the space
program to a whole new level.
You can set a challenging goal for yourself. Maybe you want to reach a certain level of
income or write a book. Whatever it is, your goal should be specific so that you know for
sure whether or not you have accomplished it. Besides, your goal should have a clear
deadline.
In the previous tip, the goal is challenging, but the deadline is normal (that is, there is
enough time for you to achieve the goal). You can also do it the other way: the goal is
normal, but the deadline is challenging. Since we usually deal with normal goals in our
daily life, this trick can be used on many occasions.
Suppose you have to write an article. That’s a normal goal – there’s nothing too big or
challenging about it. But you can create a sense of urgency by setting a challenging
deadline. This way you will be motivated to work harder and be more productive.
Deadlines give you a sense of urgency by setting a maximum amount of time to finish
something. But sometimes it’s difficult to even get started. The task feels uncomfortable
and we try to avoid it.
In such case, we can create a sense of urgency in a different way: by setting a minimum
amount of time to work on it. Before the time is up, you may not stop working. This way,
there is pressure to keep yourself going until you meet the minimum time limit, and you
trick yourself to start working on an uncomfortable task.
Another way to give yourself a sense of urgency is by telling other people about your
goal. By letting them know about your goal, you will feel the pressure to achieve it and
meet their expectations. This is one reason why I like to share my goals and visions with
the people I meet. They keep me stay motivated and on track.
One reason we have no sense of urgency is we are not aware of the danger that is
threatening us. If we can’t even feel the danger, how can we feel the urgency? So widen
your perspective and see what’s going on in this world along with its potential danger.
Now that I’m aware of the danger, I have a sense of urgency to keep myself growing.
The Strategy
“Create action that is exceptionally alert, externally oriented, relentlessly aimed at
winning, making some progress each and every day, and constantly purging low value-
added activities – all by always focusing on the heart and not just the mind.”
The Tactics
1. Bring the Outside In
• Reconnect internal reality with external opportunities and hazards
• Bring in emotionally compelling data, people, video, sites and sounds
That crashing sound you hear is not an accident caused by sudden acceleration of your
hybrid car; it is the continuing toppling of idols, such as hybrid car companies, off their
pedestals. Listen hard, lest you be next.
Toyota, the world's leading auto company, faces a series of product problems causing
a $2 billion recall, an investigation by the National Highway Traffic Safety
Administration, and a galling loss of face for a company from face-conscious Japan. This
follows its first annual financial loss in 50 years, with profitability regained partly
through cost-cutting.
Sayonara for a while to Toyota's reputation for quality control and invincibility. But in
Dearborn, Michigan, there are no smug smiles. Ford announced that it is also fixing
electronic brakes in its hybrid cars after a damaging review by Consumer Reports and
more generalized concerns about electronics in cars.
2) IBM COMPLACENCY
In Thinking Managers I have discussed the allied sickness of executive inertia, when
managers know what to do, and how to do it, but fail to act on their knowledge. In a
company that's blind to its failings, however, management may be energetic enough - but
its energies will be misdirected. IBM, for example, poured tremendous effort into trying
to maintain its proprietary dominance, based on mainframes and once brilliantly
successful: but the company smugly missed the seismic shift to open systems and
microprocessor-based technology.
The trouble was partly that, inside IBM, almost everybody believed that they were
working for the best of all possible companies, executing the best of all possible
strategies in the best of all possible ways. The evidence in my book, The Fate of IBM,
made it clear that this comforting and complacent inner view had been dangerously
untrue for many years. For almost as long, a quite different and far less flattering
perception had been held by well-placed observers outside the company - including some
important customers. The reality eventually appeared in still less flattering results.
Yet only a few weeks ago, a former IBMer wrote me a pleasant letter about the book,
extolling his previous employer - apparently quite oblivious of its follies and failures,
including its lapse into heavy loss and massive lay-offs. Rather, he was impressed by
how IBM had 'survived so successfully' despite missing 'many golden opportunities',
having turned down 'just about every major business innovation' - including xerography.
'The only conclusion I and any other IBMer can come to is that to put the customers first
and solve their problems is the soul of real marketing, and that is what being an IBMer is
all about.'
In October 1998, Hindustan Motors (HM), makers of one of India's best known cars - the
Ambassador - launched a new car, the Mitsubishi Lancer (Lancer). The launch of Lancer,
a new car from the HM stable after nearly two decades, was reported to be very
important for the company, whose market share was on the decliHM was reportedly
banking heavily on the Lancer's success to fight competition from other car companies.
Lancer was positioned in the mid-size luxury car segment, which was dominated by
Maruti Udyog's (MUL) Maruti Esteem and Honda's Honda City.
Lancer was received very well by automobile experts throughout the country, largely due
to its technical finesse. The car's sales reached 2,866 units by the end of the fiscal 1998-
99. Much to HM's delight, Lancer was even ranked as the top vehicle in India for the
three consecutive years (1999, 2000 and 2001) by J. D. Powers1 for the least number of
defects and high customer satisfaction in a countrywide survey of car ownersne.
However, the company's euphoria was short-lived as Lancer's sales failed to pick up as
expected. While 7,621 cars were sold in 1999, HM managed to sell only 7,635 cars in
2000-01 against a forecast of 8,000.2 On the other hand, sales of Honda City increased to
10,011 in 2001 from 9631 in 1999 (Refer Exhibit I for the sales comparison).
Meanwhile, HM's other offerings Ambassador and Contessa were also faring badly.
In 1999, Ambassador's sales were down to 15,374 from 18,312 in 1998 and Contessa's to
285 from 575 in 1998. This poor performance took a heavy toll on the company's
bottomline and HM reported a net loss of Rs 615.8 million for the fiscal 1999-00. (Refer
Table I). The company had reportedly accumulated losses worth Rs 1.1 billion during
1999-2001.3 In late 2001, HM announced its plans to launch another car, the Mitsubishi
Pajero. The company planned to import fully assembled cars and sell them by early 2002.
Analysts remarked that the Pajero could do little to revive the company's fortunes as
despite many efforts to turn itself around, HM had failed to regain its 4-decade long
leadership in the Indian passenger car market. Its 3.3% market share in the half-year
ending September 2001, proved beyond doubt that the company was struggling to stay
afloat.
Some of them were Hyderabad Industries Ltd., Oriented Papers & Industries Ltd.,
National Engineering Industries Ltd., Gujarat Instruments Ltd., Hindustan Powerplus
Ltd., India Gypsum Ltd., Malabar Building Products Ltd., Birla Horizons International
Ltd., and Birla Techneftegas Ltd. HM's manufacturing facilities were located at Uttarpara
in West Bengal, Pithampur in Madhya Pradesh, Thiruvallur and Hosur in Tamil Nadu,
and Pondicherry. Over the years, HM built up a vast dealer network comprising 115
dealers, 50 service and parts dealers and 60 additional exclusive parts dealers. Initially,
the company concentrated on its auto components business, producing its first car only in
1949. In 1954, HM started production of the Landmaster in technical collaboration with
UK-based Morris Motors Ltd. (Morris)
The company upgraded the Oxford model of Morris and launched it as the Ambassador
in 1957 - the car went on to become the flagship brand of the company in the years to
come
In 1963, HM commenced the production of Ambassador Mark 2, made available in two
variants - diesel and Ambassador ISZ. HM entered the earth moving equipment business
in 1971 and the power products business in 1983 (Refer Exhibit II for the sales break up
of HM from various units). Until the 1980s, HM's Ambassador and Premier Automobiles
Ltd's (PAL) Padmini were the only two cars available in the Indian market. Ambassador
was the vehicle of choice, Government of India, and the official car for almost every
Indian Prime Minister after independence. Though there was no executive order that said
that the government departments have to buy only Ambassador cars HM derived a major
part of its sales from senior politicians, top civil servants, bank managers and defence
personnel...