Moving is a Process.

Think of your last move. You and your spouse/partner giggling hysterically while you pack boxes. Flirtatiously throwing bubble wrap at one another while you pack? Then after a smooth experience with your moving company, arriving at your new home, giddy with excitement, settling into at least 10 glasses of champagne next to a cozy fire.

If you just snorted or guffawed- you aren’t alone.

What does a living hell look like?

The first thing I did when we bought our new house was open a bottle of wine (it wasn’t going to open itself was it?). Then, being the process geek I am, I began to map the current state of moving that I had experienced in the past. I won’t bore you with the VISIO document. But it sort of went something like this:

Step 1. Buy House

Step 2. Start Packing random stuff.

Step 3. Stop packing for a while because have run out of Cardboard Boxes (so has nearby grocery store).

Step 4. Unpack most of things packed in Step 2 because I needed them.

Step 5. Nearly murder partner/spouse because they have to date packed nothing.

Step 6. Pack frantically and angrily for a number of days.

Step 7. Stop packing. Realize move is still 3 months away.

Step 8. Unpack 90% of Step 6 items while looking for yoga mat that have not used in 3 years but need for “Girls Yoga/Brunch” on Sunday.

Step 9. Realized have not booked movers. Panic. Call first movers that appear on The Google after searching “Movers Toronto”.

Step 10. Begin frantically packing again. Rip 7 boxes because I overpack them and everything falls through the bottom.

Step 11. Stop packing because it is Les Mills Release week and I have to go to every gym class ever.

Step 12. Begin frantically packing.

Step 13. Cancel girls indoor rock climbing date because “I HAVE NO IDEA WHERE THE #&$^#% MY ROCK CLIMBING SHOES ARE.

Step 14-18. Slight wine induced blur of packing, crying, fighting with spouse irrationally, and scramble packing.

Step 19. ARRIVE AT NEW HOUSE!! Look lovingly at spouse/partner and sip champagne for about 13 seconds. Immediately proceed to next step.

Step 20. Unpack frantically trying to get house ready for guests.

Step 21. Repack 70% of items as realize new house does not have closet space.

Step 22. Frantically look for that black top for girls wine night. WHERE THE &#&^#^#^#^ is that TOP?????

Step 23. 6 months later feel settled and have shit together.

So pain. So pain.

So this time, older, wiser, armed with process tools out the wazoo I vowed that this time my move would be better. So first I focused on what I felt were the key pain points (or for us process geeks, two Lean Wastes) for me during this process:

lean

not being able to find one blasted thing before or after the move, causing packing and unpacking again (OVERPROCESSING)
running out of boxes/ripping boxes due to overpacking and having dead time where I wasn’t doing anything. (INVENTORY/WAITING)

The first thing I did being the consultant I am – I outsourced. I rented reusable, stackable boxes that come with little labels from (no kickbacks or anything for me, I just found these guys awesome and fast). No running out of boxes. Check!

The next thing I did, was made some space in my garage, and I used huge post-it notes to label each major room in the house (Kitchen, Living Room, Master Bedroom, Master Bathroom etc.)

Next I started packing things that 100% would not be required (i.e. Summer clothes, clothes that no longer fit me yet I am very hopeful that one day I will look like I did when I was 22, shoes that I paid alot of money for however never wear because I work from home in workout wear 98% of the time).

I packed one to two boxes a day. Every day I brought them down to the garage, put them beneath the room they were assigned to, and labelled the box K1 = Kitchen box 1. I then quickly wrote on the post it note on the wall, K1= dehydrator, stand mixer, and baking supplies. This way – when I nonsensically needed to make jerky in a hurry or bake homemade bread for the first time before we moved, it would be simple to find which box it was in.

Champagne Wishes and Caviar Dreams.

Screen Shot 2016-01-28 at 3.03.53 PM

Fast Forward 3 months later this was me on moving day. Ha. It was great. The easiest move ever. Check me out with my feet up on moving day!

And then when we arrived at the new house and got ourselves settledd my husband turned to me and said – “Sweetheart, do you know which box the Apple tv is in?”. I gleefully pulled out the post-it notes I had collected from the garage, and promptly announced: “LR11!!” with a huge boastful/gloaty smile. He replied: “Gosh you are an amazing woman!”. We quickly connected to the internet (that I had arranged installation for weeks in advance)and were cozily catching up on our favourite documentary. *

We laughed and giggled, clinked our champagne glasses together, and smiled. Life was good. **

Notes:

*I forgot to to order internet installation. So we didn’t have internet for about 3 days. I’m the worst.

**Actually, I collected the post it notes from the garage and randomly jammed them into an ottoman as the movers were putting it into the truck. I didn’t find the post-it notes until 3 days later. When husband asked for them and I couldn’t find them he may have replied something along the lines of: “You are a total bozo.”

Moral being – there is ALWAYS room for more process improvement – in ANY process. Just imagine using this in a more formal way at the office and you can only imagine the reduction in stress, overtime, and rework!

Tell us about your favourite day-to-day process improvements especially moving @Whiteboardcons #movingisaprocess!

Until next time,

Nicole

Have you ever heard people use terms interchangeably that are really quite different? Does it make you cringe inside?

It’s like nails on a chalkboard when I hear people say “performance management” or “mentoring” when they mean “coaching.” Or when they say they need someone to “facilitate” when they actually mean they need someone to “train.” And one of my favourites: “leading” vs. “managing.”

Another, and the topic of today’s blog, is Innovation vs. Improvement. This mix-up, while seemingly innocuous, can lead to real organizational design issues, confused roles & responsibilities, and broken down processes.

Potato Po-tah-to?

The thing is, these groups of terms aren’t the same at all (although they can be related,) and yet people seem to use them as if they are synonyms. I’m not sure why, although I suspect it has to do with business culture that loves to invent words (incent, for instance), create catch phrases and buzz words (like Dashboard or Viewability), and even completely misuse words (like Key Performance Indicator for every single metric in an organization. Ummm… “Key” means “most important,” not “all encompassing.”)

In our course The Process of Coaching, we spend some time discussing what it means to coach vs. mentor. I hear the two phrases used jointly all the time:

“You need some coaching and mentoring.”
“Do you have a coach or mentor?”
“Let’s set up a coaching/mentoring program.”

The same is true of Innovation and Improvement.

“We have a great Innovation and Improvement department.”
“What we need to do to at this company is improve and innovate.”
“I’m the Innovation/Improvement manager.”

My Dad had a great phrase, and I think it helps here:

“ All crows are blackbirds, but not all blackbirds are crows.”

So all (or almost all) Innovation is Improvement, but not all Improvement is Innovation. The following diagram shows what I mean more clearly:

Why is this important?

Some of you may be thinking, “Oh come on. It’s just semantics.” Well, actually, no. It’s not.

Lets take a look at what makes these terms different:

Improvement, or process improvement, refers to looking at how something is done – the steps, roles, and materials used – and making it more effective and efficient (Side note: effective and efficient are two more terms that are often used interchangeably. Effective means doing something with high quality. Efficient means doing something in a way that makes the best use of required resources – either the company’s or the customer’s.) This could be something like boarding planes by zone instead of rows, bankers lines instead of individual lines, or even something simple like improved signage in busy places.
Innovation means doing or creating something that is new in order to grow, keep up with competition, or be groundbreaking industry leaders. It can be a new process (for instance, the ability to tap your credit card at many stores), a new product that changes the way we live (smart phones), or a new business model that changes the way we interact with organizations (online shopping). You can see that the new process of paying by tap is also an improvement to how you pay today, whereas online shopping was an entirely new model, never conceived of before. Does it improve things? Some would debate that! But it certainly changes things.

In “Coaching for Improved Work Performance,” Ferdinand Fournies said that the biggest reason for people not doing what they are supposed to do is that they don’t know what they are supposed to do.

Sounds so simple!

If we fail to distinguish between Innovation and Improvement, we fail to be clear in our message of expectations to our employees. Is an Innovation & Improvement team supposed to increase efficiency or lead groundbreaking change? A manager with skills and background that is heavier in one area than another could influence the direction of the team greatly.

In fact, the two goals are different enough that they could be at odds if not managed correctly. Imagine asking for project approval – which one gets higher priority in the budget? Or, think about what would happen if you hired a bunch of Process Improvement experts and asked them to be creative and innovative as well? I would argue these are very different (although not mutually exclusive) skillsets.

If you want both Innovation and Improvement, make sure that the team or teams are clear in what their goals and responsibilities are. And if both Innovation and Improvement are under the accountability of the same person, make sure he or she has a clear and balanced plan for each.

It’s not just semantics. It’s important.

Until next time,

Ruth.

Monthly Archive: January 2016

How to use process tools for anything. Even moving!