Improved Leadership Results Start With Changing Culture

I recently wrote an article on achieving better strategic planning results

. It was a look at how Toyota became number one in the auto industry through effective long term strategic thinking and execution. It touched on the subject of culture but didnt go into any real detail.

Just this week I asked a group of people why they thought Toyota had enjoyed so much success and growth. The answer was of course their Toyota Production System (TPS), lean manufacturing and attention to detail. That is exactly what General Motors came away from the Toyota / GM joint venture at NUMMI. Learn the TPS and weve solved our problems. And its exactly what most U.S. companies feel, that lean manufacturing, or Six Sigma or some other program will make them world class.

They are all missing the point.

Toyota recognizes that the TPS is an excellent tool but is not a silver bullet. Real excellence comes from developing a culture that engages and empowers employees.

This was further emphasized by conversations with a friend that works for a large Fortune 1000 company. He told me about the repercussions he got from escalating a problem with a major account. The company actually put him on a communications improvement plan to work better with his peers, even after the major account told his VP that the performance of one of his peers was preventing them from doing more business together. The old shoot the messenger adage is alive and well.

Toyota has a carefully cultivated culture of employees being expected to report problems. Development of that culture begins with the hiring process and continues through training and constant reinforcement. In Japan it is actually considered shameful not to report a problem when its noticed. However saying you want to have employees report problems and actually being receptive and following up on problem resolution is where most managers and executives fall short.

Toyotas culture employs a term called Genchi Genbutsu, translated as go and see for yourself. Employees are expected and required to report problems and managers and executives are expected to go to the source and see for themselves. They are taught not to rely on hearsay.

Thats as far from shoot the messenger as you can get.

If you truly want high quality products, excellent customer service, engaged and empowered employees, leadership has to walk the talk every day.

The overall culture of the organization has to clearly and visibly support open communications, and a blameless approach to problem solving.

In my book, Bottom Line Focus I talk about my own experience with continuous improvement training and implementation. I worked for a then Fortune 500 computer manufacture and was sent to an expensive training session on Total Quality Improvement. The very first time I tried to implement it back at the plant I was told ship it, its month end and we need the sales. That attitude prevails in the majority of companies Ive been associated with.

If you really want to see improved leadership results, be a better leader. Dont just say something live it.

by: Martin Harshberger, President, Measurable Results LLC

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