Sources of Complacency


Leading change without a Sense of Urgency… is it possible? John p. Kotter lists 9 sources of complacency. They are:

  1. The absence of a major and visible crisis.
  2. Too many visible resources.
  3. Low overall performance standards.
  4. Organizational structures that focus employees on narrow functional goals.
  5. Internal measurement systems that focus on the wrong performance indexes.
  6. A lack of sufficient performance feedback from external sources.
  7. A kill-the-messenger-of-bad-news, low candor, low confrontation culture.
  8. Human nature, with its capacity for denial, especially if people are already busy or stressed.
  9. Too much happy talk from senior management.

So now what? Kotter recommends BOLD action. He suggests:

  1. Link 50% of top executives’ pay to significant quality improvements.
  2. Find ways to get all the external customer complaints in front of everyone every week.
  3. Sell the jet and corporate headquarters and move into a building that looks more like a battle command center.
  4. Set an objective to become #1 or #2 or we are forced to liquidate and shut our doors in 2 years.
  5. Set your business targets so high they cannot be met doing business as usual.
  6. Stop measuring sub-unit performance and narrow functional goals.
  7. Use consultants to help force the honest conversations that need to happen.
  8. Use company newsletters/communication to provide not only good news, but business reality.
  9. Bombard people with information on these future opportunities for capitalizing on these opportunities, and on the organization’s inability to do so.

Over-managed and under-led cultures fail to do this according to Kotter.

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