4 - Jelena Fedurko_31_TOCPA_Finland_9 Mar 2017

31st International Conference of the TOC Practitioners Alliance - TOCPA www.tocpractice.com

9 March, 2017 – Helsinki, Finland

Working with layers of resistance Jelena Fedurko, tocExpert, Estonia 9 March, 2017

Jelena Fedurko Jelena Fedurko is a Co-Founder and Co-President of TOC Practitioners Alliance TOCPA and International Director of TOC Strategic Solutions. Jelena has been involved in TOC since 1999. She is a TOC expert, trainer and consultant, and provides TOC implementation support in production, supply chain project management, people management, and developing strategies and tactics. Jelena has worked in various countries all over the world, including Japan, Poland, Germany, Switzerland, Turkey, Italy, Russia, Ukraine, India, China, Chile, Colombia, Mexico. Jelena is the author of four advances books on TOC Thinking Processes: Behind the Cloud (2011), Through Clouds to Solutions (2013), Typical mistakes in working with TOC Logical Tools (2014), A Good [email protected] Strategy & Tactic Tree (2016). Together with Oded www.tocexpert.com Cohen Jelena has co-authored the book Theory of Constraints Fundamentals (2012). She has contributed www.toc-strategicsolutions.com to a number of books on TOC, and has many www.tocpractice.com publications. Jelena translated and edited several major TOC books. www.tocpractice.com

31st International Conference of the TOC Practitioners Alliance - TOCPA

Overcoming 6 Layers of Resistance to Change

If you meet RESISTANCE, it means that YOU HAVE ALREADY OFFERED THE OTHER SIDE YOUR SOLUTION www.tocpractice.com



When does resistance happen? • When you try to persuade the other side to accept your idea of the Change: You try get an agreement of your boss, subordinates, peers OR your client. In other words – you try to persuade people THAT THE SYSTEM MUST CHANGE SOME OF THE WAYS HOW THE SYSTEM OPERATES NOW

• When you start implementing change: AFTER THE DECISION HAS BEEN MADE TO CHANGE the way of current operations www.tocpractice.com


What do they want from me? When actions/words are directed towards us – for all practical reasons we want to understand: WHAT IS THE PERSON TRYING TO MAKE US DO? In other words, consciously or subconsciously we are trying to understand what was the PURPOSE of what was said or done to us.

www.tocpractice.com

Action Words

me

Purpose What for? What do they want from me?

Is it good for me?


“I do not know” It is surprising how often people have no clear understanding for themselves about what was the purpose of what THEY THEMSELVES have said or done. Did it happen to you that you asked someone “Why did you do/say that?” and got a sincere response “I do not know”?

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Resistance to Change – Some important questions Do we always realize that because we live in society – whatever we say is actually directed to other people as a request/instruction for their action? Do we always check that the other party will perceive our request/instruction as good and beneficial for them? Do we OURSELVES CHECK that our request/instruction WILL BE GOOD and BENEFICIAL FOR THEM? Do we do our homework TO HELP THEM SEE that it will be good and beneficial? Because – if they do not see our request/instruction as good and beneficial for themselves, we have a very little chance of getting what we want. www.tocpractice.com


Before the decision is made Change initiator NOOOO!

And then… Enthusiasm Mood Emotions

People that Change initiator wants to persuade that the change is good and needed

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Change Implementation curve When we bring in a new way of operation Honeymoon Phase • High enthusiasm

Enthusiasm Mood

Honeymoon

Independence

Emotions

Recovery Crisis

• Looking forward to the new experience • High energy • Differences to the home culture are viewed as exciting and intriguing • Self-confidence • High willingness to learn and develop new things

Time

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Change Implementation curve When we bring in a new way of operation

Enthusiasm Mood

Honeymoon

Independence

Emotions

Recovery Crisis

Crisis Phase after a few days or weeks • Feeling confused and insecure • Feeling lack of control • Frustrated by unforeseen difficulties • Irritated about some of the rules of the new culture • Feeling disappointed

Time

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Enthusiasm Mood

Honeymoon

Independence

Emotions

Recovery Phase • Having worked out how

Recovery

to operate in a new environment • Feeling more relaxed • Feeling more in control

Crisis

Time

www.tocpractice.com



Enthusiasm Mood

Honeymoon

Independence

Emotions

Independence Phase • Feeling of selfassurance and more complete understanding. • Confident about handling most or all situations.

Recovery Crisis

Time

www.tocpractice.com


What is the meaning of ‘Making the change easy, quick and painless’?

Enthusiasm Mood

Independence

Honeymoon

Emotions

Recovery Crisis

Time

www.tocpractice.com



Purpose Action Words

me

1.

Disagreement on the problem

2.

Disagreement on the direction of solution

3.

Disagreement that the solution will bring the desired benefits Yes, but…

What for? What do they want from me?

4.

Is it good for me?

5.

6. www.tocpractice.com

Fear that the solution will result in negative consequences (Risks) Obstacles to implementation seem to be impossible to overcome Say “Yes” and do nothing


Overcoming Layer 1

Layer 1: Disagreement on the problem In TOC, a problem = a Cloud B

A

The common objective achieved by having B and C

www.tocpractice.com

D

The need that we want to satisfy by the action in D

One of the two conflicting actions

C

D’

The need that we want to satisfy by the action in D’

The other one of the two conflicting actions


Overcoming Layer 1

Suggested Solution: Let’s expand to new markets

If THIS is a solution, then what is THE PROBLEM?

www.tocpractice.com


If THIS is a solution, then what is THE PROBLEM? 1. How to understand that we have a problem?

2. Is it an underlying problem or only its symptom?

Developing a solution

3. How to formulate the problem?

4.Is it a REAL problem? www.tocpractice.com


Finding/developing a solution What TOC mechanisms we use UDEs/ Promlems

1. How to 1. The difference between what we understand have and what we that we have a would like to have problem?

2. The difference 2. Is it Deeper between a an reason problematic underlying situation/symptoms/ UDEs problem or only and the core cause of their its symptom? existence


3. How to 3. The structure and wording the of formulate the CLOUD B D problem? A C

UDE UDE

UDE UDE

НЖЯ

D

D’

B

C A

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UDE

4. Checking that the Cloud causes 4.Is it a REAL UDEs/symptoms or problem? explains the essence of the problem

D’ Proble m

UDE B

D

C

D’

A


Overcoming Layer 1 Suggested Solution: Let’s expand to new markets Step 1

1. How to understand that we have a problem?

1. How to 1. The difference between what we understand have and what we that we have a would like to have problem?

Do we have the evidence/justification from our measurements that we have a problem that will be solved with expanding to new markets?

What will we be checking in the measurements? • The trend in annual/quarterly sales • The trend in annual profit • The trend in the market share www.tocpractice.com


Overcoming Layer 1

Suggested Solution: Let’s expand to new markets What we have found: • The trend in annual/quarterly sales • The trend in annual profit • The trend in the market share www.tocpractice.com



Our annual profit has decreased from…to…

2. Is it an underlying problem or only its symptom?

Our sales have decreased from…to…

UDEs/ Promlems 2. The difference Deeper between a an 2. Is it reason problematic underlying situation/symptoms/ UDEs or only andproblem the core cause of their existence its symptom?

www.tocpractice.com

Our market share has decreased from…to…

Our operating expense did not decrease to maintain the same profit as before

What is the common cause?



3. How to formulate the problem? D

One of the two conflicting actions

D’

The other one of the two conflicting actions www.tocpractice.com

3. The Howstructure to and wordingthe of formulate the CLOUD problem? B D A C D’

Every system problem can be presented as a conflict between two behavior we consistently see in the system

If we are unable to demonstrate how the problem is manifested in the system behavior conflict – it means we do NOT have the justification for announcing something a ‘PROBLEM’ 31st International Conference of the TOC Practitioners Alliance - TOCPA

Overcoming Layer 1

Suggested Solution: Let’s expand to new markets IDENTIFIED PROBLEM: Our market share has decreased from…to…

D

Accept client’s request/demand to decrease the price CONFLICT D’

Reject client’s request/demand to decrease the price www.tocpractice.com


Overcoming Layer 1


D

Spend more money on advertising CONFLICT D’

Spend less money on advertising

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Overcoming Layer 1


D

Increase number of promotions CONFLICT D’

Do not increase number of promotions www.tocpractice.com


Transferring a conflict into the Cloud To achieve what? A

The common objective achieved by having B and C

To achieve what? B

D

The need that we want to satisfy by the action in D

Accept client’s request/demand to decrease the price CONFLICT

C

D’

The need that we want to satisfy by the action in D’

Reject client’s request/demand to decrease the price

To achieve what? www.tocpractice.com

D

D’


Transferring a conflict into the Cloud To achieve what? A

Secure getting profits

To achieve what? B

D

Avoid losing the order/ client


C

D’

Ensure the target mark up


To achieve what? www.tocpractice.com

D

D’


Transferring a conflict into the Cloud 3.In order to [B] 2. I must [В] 1. In order to [А] A


B


D


7. In order to [С] C

6. I must [C] 5. In order to [А]

4. I must [D]


8. I must [D’]

D’


9. [D] and [D’] are in conflict 10. [D] jeopardizes achieving the need in [C] 11. [D’] jeopardizes the need in [B] www.tocpractice.com


Transferring a conflict into the Cloud

A


www.tocpractice.com

B

D



C

D’




Transferring a conflict into the Cloud

A


www.tocpractice.com

B

D



C

D’




Finding/developing a solution

7. How to check that the solution will not bring new problems?

6. Does the solution remove the problem?

Developing a solution 5. How to look for a solution?

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Finding/developing a solution Neg outcome

Injection

7. How to check that the solution 7. Checking the Injection for NBRsnew will not bring problems?

B A

Inj

6.C Does the

6. Checking that solution the Injections to remove theC satisfy B and


problem? B

D

C

D’

A

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5. Surfacing 5. How to look assumptions and for a solution? finding solutions


Why are we stuck in this conflict? WHY IS THIS CONFLICT IN PLACE? WHY ARE WE STUCK IN IT? WHAT ASSUMPTIONS MAKE US BELIEVE THAT WE MUST TAKE THESE ACTIONS TO ACHIEVE THE NEEDS?

A


www.tocpractice.com

A

B D C D ’

B

D



C

D’




Why are we stuck in this conflict? Because B-D1: The client believes that we are able to give them the desired price. B-D2: The client can buy this or alternative product at the desired price somewhere else. In order to [B]

A


www.tocpractice.com

B


I must [D]

D


C

D’




Checking the solution Suggested solution ”Let’s expand to new markets” must REMOVE THE CONFLICT AND MEET THE NEEDS B and C B A


Avoid losing the order/ client C


D

Accept client’s Injection:to request/demand decrease the price CONFLICT

?

Expand to new Reject client’s markets” request/demand to D’

decrease the price If we expand to new markets – will we avoid losing orders/clients in the NEW MARKET and ensure the target mark up? Let’s check the connection Injection B. What makes us believe that the behaviour of the new market will be different from the behavior of our current market? www.tocpractice.com


Do we know that the SAME conflict will not repeat itself in the NEW MARKETS? Currently the conflict is in place because we proceed from the assumptions that B-D1: The client believes that we are able to give them the desired price. B-D2: The client can buy this or alternative product at the desired price somewhere else. B


D

Accept client’s request/demand to decrease the price

To justify the suggested solution – Expand to new markets – and NOT to GET INTO THE SAME CONFLICT IN THE NEW MARKETS we need to check that these assumptions will be INVALID IN THE NEW MARKET. • Will they be INVALID? • Will the clients perceive our price as desired? • Will we be the ONLY provider of these products? (In other words, in the new markets there will be no competitors to which clients can turn for the same or similar products to the ones that we will sell)

IF YOUR ANSWERS to these questions are “NO” or “WE DO NOT KNOW”, your suggested solution “Expand to new markets” is31NOT justified. www.tocpractice.com International Conference of the TOC Practitioners Alliance - TOCPA st

It is legitimate to reconstruct the Cloud in order to • UNDERSTAND THE SITUATION and • MAKE SURE THAT THE SOLUTION IS JUSTIFIED. However, we often see that a change initiator builds the Cloud AFTER s/he came up with the solution (and the solution was NOT developed through Cloud). Often, such a Cloud is built simply in order to ‘wear a TOC label’. Because the content is FORCED into the Cloud, such a Cloud would have several typical mistakes. www.tocpractice.com


Typical mistakes in a FORCED Cloud Because the content is FORCED into the Cloud, such a Cloud would have typical mistakes: • D will not satisfy the requirement of being the perceived necessary condition for B, or D’ for C, or B/C for A; • D will not endanger C, and/or D’ will not endanger B; • D’ (or D) will contain the solution that is forced by the Cloud author; • Assumptions under the straight arrows will be just additional arguments for the entity at the tail of the arrow instead of explaining the link. When we point out these mistakes to Cloud authors, they usually start to REWRITE the Cloud (changing B and C, and often even D and D’) and end up with a different cloud and different assumptions - that are usually not much better than the first version. Please note, that at the same time, the Cloud author will STICK to their SOLUTION. Which confirms once again that the Cloud is artificial, and is built to “prove my point”. One should not be surprised to meet “resistance” in this case. www.tocpractice.com


Overcoming Layer 2 Layer 2: Disagreement on the direction of solution To be able to overcome Layer 2 – you yourselves must be SURE that the solution DO REMOVE the problem on which you have reached the agreement in Layer 1. How to do that? You demonstrate and justify that your solution MEETS the needs B and C.

B A

Inj

C www.tocpractice.com


Overcoming Layer 3

Layer 3: Disagreement that the solution will bring the desired benefits To overcome Layer 3 – you quantify and demonstrate the benefit the system will get as the result of achieving BOTH needs B and C, and the common objective A.

$ $ A $ C B

www.tocpractice.com

Inj


Overcoming Layer 4

Layer 4: Fear that the solution will result in negative consequences (Risks) To overcome Layer 4 – you find out and record the logic of how a GOOD solution may end up with a BAD OUTCOME.

www.tocpractice.com


Overcoming Layer 4 Negative Branch Reservation (NBR) – presenting potential negative outcome of a situation or an proposed solution and finding an injection to trim it Possible negative outcome

Possible negative outcome

-

+

+ + Situation/Injection www.tocpractice.com

Supporting Injection

+ +

Situation/Injection 31st International Conference of the TOC Practitioners Alliance - TOCPA

Overcoming Layer 5

Layer 5: Obstacles to implementation seem to be impossible to overcome Injection Injection To overcome Layer 5 – you identify obstacles and dissect obst. obst. obst. IO. IO. IO. implementation tasks into obst. well-defined, interrelated obst. obst. Intermediate Objectives, IO. IO. obst. IO. achievement of which shows IO. that you have overcome obstacles. The tool for that is a Pre-Requisite Tree (PRT).

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4 - Jelena Fedurko_31_TOCPA_Finland_9 Mar 2017

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