Shipulski On Design

Posts Tagged ‘Accountability’

People have a natural bias toward doing what was done last time.  The behavior is the result of untold generations that evolved to serve a single objective – to survive.  Survival is about holding onto what is – protecting the family, providing food and waking up the next morning.  In survival mode any energy spent on activities even partially unrelated to food, water and shelter is wasted energy.  Any deviation from the worn path creates newness and uncertainty which causes adrenaline to flow and increases caloric burn rate.  In survival mode the opportunity cost of those extra calories is larger than the potential benefit of a new experience.

Today, calories are readily available for most and survival is no longer the objective, yet the bias persists.  Today, the bias is not driven by a culture of survivability.  It’s driven by a culture of accountability.  Accountability forces its own singular focus – make the numbers – and, like survivability, tightly links the consequences of mistakes and shortcomings to the individual.  Spend your calories any way you want just don’t miss the numbers.

In a culture of accountability there is no time to rest and recharge.  Like the predator that never sleeps, metrics continually keep a hungry eye on the human prey.  And like with food and water, any deviation from the worn path of increased throughput and profit is unsafe behavior.

But when the watering hole dries up and the fruit has been picked from the trees, the worn path isn’t the safest path.  Frantic foraging is the only real option, but it’s not much safer and certainly no way to go through life.   Paradoxically, a culture of accountability, with its intent of reducing the risk of missing the numbers can create far more dangerous failure modes.  Where over fishing depletes the fish population and over farming makes for a dust bowl, over reliance on what worked last time can create failure modes that jeopardize survival.

To break the bias and help people do new things, measure new things and talk about new things.  Start the next meeting with a review of what’s different.  The team will feel energized.  And after the discussion, adjourn the meeting because everything else is the same.  At the next status meeting, talk only about the surprising insights.  With the next email, send praise about the new learning.  At team meetings, acknowledge the inherent uncertainty of doing new things and praise it over the potentially catastrophic consequences of over extending the tried-and-true.  And for metrics, stop measuring outcomes.

Image credit — Applied Nomadology