The Stanton Marris Blog

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  • Leaders must step up to avoid excessive risk taking in financial institutions

    Bank reforms will not stop banks from taking excessive risks in the future according to an academic report by Professor Simon Ashby (i), released today.  He says that, without a cultural change, excessive risk appetite will continue.

    Twenty senior risk professionals from the banking industry took part in the study.  They placed much less emphasis than external experts (who have predominantly reported before)  on economic and market factors, such as low interest rates or the growth in securitisation, and much more on human and social aspects of the crisis within the institutions and the regulatory machinery. Instead, they saw inappropriate risk cultures, poor risk communication and an over-reliance on mechanistic (model-driven) approaches to risk assessment and control.

    Nevertheless, the official investigation into the financial crisis commissioned by the Government and chaired by Sir John Vickers of the Independent Commission on Banking is expected to concentrate on structural reforms and capital requirements for banks when it releases its final report on 12 September.

    Ashby says that financial institutions, especially those whose failure would cause excessive market turbulence or economy-wide disruption, should promote the principles of so-called high reliability organisations (that is to say those that have succeeded in avoiding catastrophes in an environment where normal accidents can be expected due to risk factors and complexity).

    Wyke and Sutcliffe (ii) studied such organisations and concluded that they all have a culture of collective mindfulness which is characterised by a preoccupation with failure, reluctance to simplify interpretations, sensitivity to operations, commitment to resilience, and deference to expertise.

    Eastern wisdom helps to illustrate the concept of mindfulness.  Niskar (iii)  gives a great example. Imagine going to the cinema.  When we are watching the screen, we are absorbed in the momentum of the story, our thoughts and emotions manipulated by the images we are seeing. But if just for a moment we were to turn around and look toward the back of the cinema at the projector, we would see how these images are being produced. We would recognise that what we are lost in is nothing more than flickering beams of light. Although we might be able to turn back and lose ourselves once again in the film, its power over us would be diminished. The illusion-maker has been seen. Similarly, in a culture of collective mindfulness, we look deeply into our own movie-making process. We see the mechanics of how our collective story of the world gets created, and how we project that story onto everything we see, hear, taste, smell, think, and do.

    The challenge in becoming a high-reliability organisation is to build a culture in which everyone is mindful.  Leadership builds cultures.  Structural reforms and capital requirements, though important, are just not enough.

    i.Simon Ashby, Associate Professor in financial services at Plymouth Business School: Picking up the pieces: Risk Management in a Post Crisis World
    ii.Weick, K. E., & Sutcliffe, K. M. (2001). Managing the unexpected.
    San Francisco: Jossey-Bass.
    iii.Niskar, W. (1998). Buddha’s nature: Evolution as a practical
    guide to enlightenment. New York: Bantam Books

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    Published August 23, 2011
    Written by Rupert Symons. This article is filed under: , , ,
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  • Customer-service

    The real value of customer service

    We’ve all heard and experienced a lot of claptrap about customer service. Which company doesn’t put their customer first? Or rather which company really does? Of course there is good theory (e.g. ‘the Customer value chain’ showing that higher customer service leads to higher profits₁)

    I’ve been working recently with two companies which really do go that extra mile and see customer service as major competitive advantage. They’re both in very different markets – one high end luxury consumer brand, the other a commodity supplier, essentially business-to-business. Both are in ‘challenger’ market positions, with some much bigger and more powerful brands ahead of them.

    For the luxury brand, personal service is at the heart of their brand promise. For them the trick is not just about teaching their staff customer service by rote. It is about enabling their staff to gain a deep understanding of individual customers and to respond to those in a personal, authentic and empathetic way. The latter requires so much more than the plastic smiling ‘have a good day’ style of customer service.

    For the commodity supplier, customer service is about creating relationships in the round with their customers (who in turn sell to consumers). So having market research about consumers is valuable if it helps the customer; investing in marketing direct to consumers is valuable if it helps the customer; ditto the basics of supplying the goods in full, on time and to quality which may mean sophisticated modelling and building in of flexibility in the supply chain around customer demands.

    For both these companies, their route to customer service is something rather more than a one off brand slogan. It requires a whole company culture of service, responding to customer (and internally to colleague) needs. It requires being on the front foot, anticipating customer needs, always looking ahead. And it requires leadership that walks that talk every moment.

    1 Harvard Business Review 2008, ‘Putting the Service-Profit chain to work’ by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger

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    Published August 8, 2011
    Written by Andrew Jackson. This article is filed under: , ,
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  • Ice hockey

    Leaders or leadership?

    Companies have to move fast these days in order to stay ahead of the game.

    Steve Jobs, CEO of Apple puts it like this: “There’s an old Wayne Gretzky quote that I love. ‘I skate to where the puck is going to be, not where it has been.’ And we’ve always tried to do that at Apple.”
    We know that the quickest way to shift gears is through a shift in leadership behaviour.  In most cases, people think about leaders as individuals.  Heifetz and Linsky, however, point out that leaders tend to be people who are placed in positions of authority, and who are expected to exercise that authority in a particular way (explaining visions, giving answers, giving direction, providing resources etc).  They argue that the real work of leadership is in fact not about meeting such expectations, but about people helping others to make progress on the most difficult adaptive challenges facing the business.

    They prefer to talk about leadership rather than leaders – a process rather than a role.  It is worth thinking about this distinction if you are running leadership development activities in your company, or indeed if you are taking part in them.  Leadership of this kind will certainly get you to where the puck is going, not where it has been.

    Read the full article "Leaders or leadership?"

    Published July 12, 2011
    Written by Rupert Symons. This article is filed under: ,
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  • Signpost-blog

    The dangers of losing your sense of direction

    As we witness David Cameron’s latest ‘flip flops’ on key policy areas of health and social care and crime last week, and hear Rowan Williams’ strong comments about the impact of having no clear leadership direction and underpinning values in the current Coalition government, a striking image sprang to mind . Try Googling the words ‘confused picture’ and it’s one of the top four images that pop up. It’s a signpost with the words ‘Confused, Lost, Perplexed, Disoriented, Unsure and Bewildered’ on its posts – all pointing in different directions. It was used recently by several different employees in a focus group when asked to find an image to sum up how they feel about their company. And it also came to mind when I heard what’s been happening at one of my clients.

    About six years ago, when they were a very confident, growing business, I helped them to develop a very distinctive set of values: five key attributes that employees felt defined who they were, as well as setting a clear aspiration about how they behave and act. For six years, these values have been used to underpin their strategy, shape ways of working, key policies and inform the way they make important decisions. Other companies admired them as a strong values-driven organisation.

    Unfortunately, the business is now experiencing much choppier waters and tough decisions have had to be made to cut costs i.e. people. I was saddened to hear that the way those decisions have been made and communicated have fallen way short of the expectations set by the values. It made me realise that a business (or government) needs to make clear its commitment to its values or principles of policy even more loudly and explicitly in tough times. This is just the moment when employees and customers (or citizens) need to know that there is a path and it is being followed. That helps to reduce the sense of confusion, gives coherence and credibility to a way forward and builds confidence in the leadership.

    Read the full article "The dangers of losing your sense of direction"

    Published June 15, 2011
    Written by Virginia Merritt. This article is filed under: , ,
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  • Blame-1

    4 steps from blame to learning

    A strong learning culture is increasingly important to all organisations. If something changes, (think iPad) or something goes wrong (think BP), adapting is what helps organisations survive.

    So how do you turn mistakes or ideas into real organisational learning?

    1. Understand your current culture: Leaders may think they are encouraging learning, but get a group of individuals in a room, from different levels, and ask them how it really is. Good questions might be: “What do you do if you have a good idea?”, “What stops you reporting things that go wrong?” “What usually happens when you suggest something to your manager?”
    2. Communicate with your people: Demonstrate you have listened by sharing findings on current culture with all your employees. Listen to reactions. Agree, as a leadership team, what an ideal learning culture would look like, and share this with the organisation. Keep the dialogue open with surveys, work groups, and encouraging all managers to ask more questions.
    3. Remove the blame: In a recent survey for an engineering company, many employees confessed they did not report unsafe situations since they did not want to get the blame. State clearly the need for honest reporting, encourage openness by trying something different (confidential reporting boxes worked here) and spend less time on assigning blame and more on developing learning.
    4. Praise, praise, praise: Good ideas often stay in people’s heads because they believe they may not be welcomed. Say “Thank you” publicly to ideas from employees, share widely and celebrate learning.
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    Published May 18, 2011
    Written by Julia Outlaw. This article is filed under:
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  • SimplyTV1

    Virginia Merritt on SimplyTV

    A video round-up of the latest information, views and news from the world of internal Communications, from Simply TV.

    The May edition features our very own Virginia Merritt interviewed on our recent work with a highly-publicised global safety campaign.  Just click here to view (and select the slide index tab to jump straight to Virginia’s interview).

    This video also features:

    • Aldo Liguori, Communications Advisor to Sony Ericsson, discussing crisis communication in the aftermath of the recent earthquake in Japan;
    • VMA Group’s Charlotte Butler in an exclusive interview on industry trends found in the recruiting firm’s soon-to-be-published 2011 Professional Development in Internal Communication survey; and
    • Chicago-based consultant and seminar leader, Jim Ylisela, talking communication audits and the value it brings to your business.
    Read the full article "Virginia Merritt on SimplyTV"

    Published May 6, 2011
    Written by Melissa Hope. This article is filed under: , ,
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