Response: Hack Work

Hack Work, Ian Marchant blog post dt 08/03/2010

Another thing from the Harvard Business Review. The challenge is how do we, as a large company, respond when our IT resources at home or even on our mobile phones are more powerful and flexible than the large corporate systems can be. It seems from the article that our problem is a common one - to quote, "the tools we use in life have leapfrogged over the ones we use at work. Business's lingering love of bureaucracy, process and legacy technology has fallen completely out of sync with what people need to do their best".

The articles solution is to 'hack work' - i.e. rule bending for the good of all. We all do this anyway so why not make it a virtue - "the illusion of corporate control is being shattered in the name of increased personal productivity". We can all think of examples where we have to do things 'outside the system' just to get things done. I know I do and I'm sure there are lots of good examples throughout SSE.

Feedback in response to Ian's Blog

Post Title - Hack Work
Date Posted - 08/03/2010
Name: Joseph George
Department: IT Architecture
Location: Havant
Comments:

Ian,

Thanks for highlighting the challenges we face today. I haven't seen this HBR article you quote, but would very much like to read in entirety.

Some years ago corporate systems had much more oomph than anyone could afford personally. And this discussion wouldn't have happened. The scenario has dramatically changed now.

Our current systems force us to work within constraints set for enforcing mediocre resources to output mediocre quality. It is a sorry state when we find ourselves in a situation where the corporate systems restrict us, rather than enable us to increase personal productivity. And you are quite right that SSE is not in this unique situation, and also that Corporate IT is a product of the business' lingering love of bureaucracy and process. Too much of which makes everything legacy very quickly in this age of incredible business changes happening within extremely short time-scales. I think we should loosen the chains a bit, rather than tightening the noose further. I also refer to your previous blog post. Google and its various products (including mail, calendar, collaboration, etc.), Zoho apps (goes one step further in enabling business productivity), Salesforce and many other cloud products are available everywhere except inside our corporate systems. These products are much cheaper and far more efficient than the legacy technology employed by the business.

You mention "IT resources", where I suspect you refer to physical hardware rather than to value-added services. And I concur that hardware is largely redundant, as any hardware lock-ins are a business risk, which makes physical hardware a white elephant in terms of Capex, Opex, and Security.

Thanks once again for your highly illuminating blog posts, which allow people to widen their thinking horizons. There seems to be some legitimacy to "thinking outside the box", when aided (prompted, supported) by the Chief Exec.

Kind regards,
Joseph

From: Ian Marchant
To: Joseph George
Date: 12/03/2010 16:30
Subject: Re: Hack Work
Sent by: Eilidh Marshall

Joseph,

Thanks for the feedback. Getting the balance right between robustness and routine and the need for agility is a key issue.

Regards,
Ian

Response: Culture Board paper

Culture Board paper, Ian Marchant blog post dt 09/06/2009
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Feedback in response to Ian's Blog

Post Title - Culture Board paper
Date Posted - 09/06/2009
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Ian,

"This paper seeks to update the Board... and provide some answers"

Undoubtedly, this is a step in the right direction. You say, this is what we want to project to the Board or (perhaps, more importantly) to our customers. But, I feel that would be an end result of proper implementation of what our company projects to our own employees and how we seek to ingrain the right values and culture within our company. Your statement, "This represents if you like, a view from the top...", tells me that this is probably what you are being told. I appreciate you being frank, but I have come to the sad conclusion that this view is not completely true! I hear many conflicting and very opposing views.

How do we truly find out for ourselves what our key employees (ones that are our hands and feet) feel of our company walking this talk? If you, sitting at the very top, ask someone, how would you know that you are not being fed with spin? Being surrounded with "yes" men (almost inevitable) is the beginning of the end for most great leaders.

May I refer you to a blog (not mine) post below:

<snip>

Leadership as ‘Intentional Influence’
by George Ambler on Monday, June 15, 2009

The article “Leadership: Intentional Influence” from BusinessWeek provide an interesting discussion on the topic of leadership. Research by the company VitalSmarts uncovered the following key insights that help to understand why few leaders are able to exert influence.

1. Leaders act as if it’s not their job to address entrenched habits.
“Most leaders put a great deal of time into crafting strategy, selecting winning products, and engaging with analysts, shareholders, and major customers. But few realize the success or failure of their grand schemes lies in influencing the behavior of the hundreds or thousands of people who will have to execute the big ideas — their employees.

2. Leaders lack a theory of influence.
“Very few leaders can even answer the question, "How do you change the
behavior of a large group of people?" And yet, this is what they’re
ultimately paid to do. It isn’t just about making a decision; it’s about
getting people aligned to execute the decision. And this means
influence….”

3. Leaders confuse talking with influencing.
“Many leaders think influence consists of little more than talking people into doing things… Anyone who’s ever tried to talk a smoker into quitting knows there’s a lot more to behavior change than words…”

4. Leaders believe in silver bullets.
“When leaders actually attempt to influence new behavior, it’s common for them to look for quick fixes—to fall into the trap of thinking that deeply ingrained bad habits can be changed with a single technique. The failure mode is to rely on any single approach…”

</snip>

PS: I sincerely hope that I come across as sounding positively hopeful, rather than negatively critical. We have managers at all rungs across our corporate hierarchy, and my comments are not a reflection of my perception of you. Personally, I find you to be one of the most open and receptive CEOs that I have worked with, which encourages me to continue posting my challenging thoughts to you.

Kind regards,
Joseph

Response: What's your policy idea?

What's your policy idea?, Ian Marchant blog post dt 15/06/2009
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Feedback in response to Ian's Blog

Post Title - What's your policy idea?
Date Posted - 15/06/2009
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Ian,

I would propose a tiered tariff, much like the tax bands, but more. The lowest band would have the least cost per unit, and the upper bands would have progressively higher unit costs. This would mean that someone would pay much more for the 1000th unit than what he would pay for the 1st unit.

Currently, we (the industry) penalise low users with a standing charge load.

Kind regards,
Joseph

From: Ian Marchant
To: Joseph George
Date: 25/06/2009 16:50
Subject: Re: What's your policy idea?
Sent by: Eilidh Marshall

Joseph

We have been discussing this concept - so called rising block tariff with Ofgem and Government for some time now and one day I expect we will be successful.

Ian

Response: Why SSE exists

Why SSE exists, Ian Marchant blog post dt 09/06/2009
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Feedback in response to Ian's Blog

Post Title - Why SSE exists
Date Posted - 30/04/2009
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Ian,

Thank you so much for letting us have your speech. Your 10 Commandments (sorry Recommendations) touched a chord, particularly the (1st Commandment) statement: "We are not interested in getting people to use more of our product. It’s about selling them what they need – not what they can be persuaded they want." This reminded me of one of my enterprise architecture (internet peer group) forum conversations in Jan this year. I will reproduce some snippets of my comments from that conversation below:

<snip>

I don't agree that "business is about making money" only. A few months ago, I would have been hard pressed to explain this. Look at the financial hotch-potch around you. If making money is the sole reason for a business, that will eventually destroy the economy.

Business is about providing a service and realising a value for it, not all in monetary terms either, but much of it so. Making money is tangential. A business justifies its existence in the Food-Chain by value-adding, and not by removing some existing ones. I would challenge even those people who say that their only reason for living is to make money. They perhaps do not realise that they might want to be happy too, as also to want to safely spend that money they have made not by losing it on some other greedy (criminal?) money making business, destroying the economy, society and associated eco-systems.

</snip>

<snip>

I do stand by my previous statement, as I have explained, and will happily explain again. However, I was not talking about a "green" company or a charity or some sort of voluntary organisation. If we look at the values or the mission statement of any commercial company worth its salt, we might notice that none of them put making money at the top of their list.
I would be happy to be proven wrong. Please don't get me wrong... I am not against making money, or have that as an objective. Money is important!
What am against is making money the sole objective or mission, as that leads to overiding any values or morals, which would otherwise be a decision making factor. It is not sustainable...

For this reason, I don't consider working for some industries... Perhaps that is my wishful thinking. But I don't wish to contribute to any nefarious business actively (overtly or covertly) going about destroying what people live for.

</snip>

I believe your speech should be released to all our employees via their manager's team-brief, and let everyone digest these. I don't think every employee is able to read your blog.

Kind regards,
Joseph

Response: Green tea flavoured kit kats...

Green tea flavoured kit kats..., Ian Marchant blog post dt 08/04/2009
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Feedback in response to Ian's Blog

Post Title - Green tea flavoured kit kats...
Date Posted - 08/04/2009
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Ian,

Interesting to hear you talk about Japan just been 'open' and its global phenomenal brands. Most large Japanese brands are loosely defined group holding concerns, something probably like our SSE, with many independent businesses in their fold. About 7 years ago, I used to work for NTT (Nippon Telegraph and Telephone), which was 'the largest company' in the world in early 90s. NTT is still the largest telecoms company in the world. Many of its clients were (most still are) some of the largest companies in their industry. And Japan being one of the smallest countries in the world, totally destroyed after the War, says something...

Bowing is culturally akin to our shaking hands, and they do it so much, that I was almost doing the same, with friends and family when I would come back home. Did you happen to see the food-range served by McDonalds? :-)

Thanks for keeping us updated with your experiences.

Kind regards,
Joseph

From: Ian Marchant
To: Joseph George
Date: 15/04/2009 15:05
Subject: Re: Green tea flavoured kit kats...
Sent by: Moira Kerr

Joseph

I'm afraid I dined in Macdonalds which was largely traditional Mac fare.

Ian

From: Joseph George
To: Ian Marchant
Date: 15/04/2009 15:53
Subject: Re: Green tea flavoured kit kats...

Ian,

McDonald's Japan (a few years ago at least) also served Mega Teriyaki, an extra large (four beef!) Big Mac, Mega Tomato Mac, McPork, Ebi Filet-O (shrimp burgers), Koroke Burger (mashed potato, cabbage and katsu sauce, all in a sandwich), Ebi-Chiki (shrimp nuggets) and (your favourite) Green Tea-flavored milkshake! :-)

Kind regards,
Joseph

Response: Exam over

Exam over, Ian Marchant blog post dt 11/02/2009
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Feedback in response to Ian's Blog

Post Title - Exam over
Date Posted - 11/02/2009
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Ian,

"My answer was that I would rather employ an extra person in Customer Service than in the Press Office."

Highly commendable, Ian! I feel this is one of the things ailing our government and consequently the country today. Too many spin doctors, and not enough constructive work!

There was a time (possibly my father's generation), when people looked to the media to form their opinion. Now, most people can see right through the media reports and analysis, which more often seem to be driving politically motivated corrupt agendas.

With the advent of the internet, peer groups are highly effective in dispersing personal feedback, and no amount of spin can kill that, other than actual constructive work to remedy the situation.

Kind regards,
Joseph

From: Ian Marchant
Date: 12/02/2009 16:25
Subject: Re: Exam over
To: Joseph George

Joseph

I couldn't agree more newspapers feel they are more important than they
really are.

Ian

Response: Better plan meets plan A

Better plan meets plan A, Ian Marchant blog post dt 08/03/2010

Feedback in response to Ian's Blog

Post Title - Better plan meets plan A
Date Posted - 14/10/2008
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

He, he... Ian!

All I will say about M&S pants and underwear is Jeremy Paxman. Aunty says - (read all about it!)

"Their pants no longer provide adequate support"
http://news.bbc.co.uk/nolpda/ukfs_news/hi/newsid_7199000/7199696.stm

Paxman goes to war with M&S: 'Their pants no longer provide adequate support'
http://www.mailonsunday.co.uk/news/article-509330/Paxman-goes-war-M-S-Their-pants-longer-provide-adequate-support.html


Best regards,
Joseph

From: ian.marchant.net@scottish-southern.co.uk
Date: 20/10/2008 12:32
Subject: Re: Better plan meets plan A
To: Joseph George

Joseph

Well I still wear them!

Regards

Ian

Response: My difficult week: part 1

My difficult week: part 1, Ian Marchant blog post dt 24/06/2008
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Feedback in response to Ian's Blog

Post Title - My difficult week: part 1
Date Posted - 24/06/2008
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

Dear Ian,

Speaking of Ant & Dec, and your difficult week justifying why some people are suffering, I've just received an interesting note via email. I have only put in the initial transcript, which goes on further talking about how the media + government pressure the ant into becoming penniless...

ANT & GRASS HOPPER


OLD VERSION...

The ant works hard in the withering heat all summer long building his house and laying up supplies for the winter. The grasshopper thinks the ant is a fool and laughs & dances & plays the summer away. Come winter, the ant is warm and well fed. The grasshopper has no food or shelter so he dies out in the cold.

MODERN VERSION

The ant works hard in the withering heat all summer long, building his house and laying up supplies for the winter. The grasshopper thinks the Ant is a fool and laughs & dances & plays the summer away. Come winter, the shivering grasshopper calls a press conference and demands to know why the ant should be allowed to be warm and well fed while others are cold and starving.

NDTV, BBC, CNN show up to provide pictures of the shivering grasshopper next to a video of the ant in his comfortable home with a table filled with food. The World is stunned by the sharp contrast. How can this be that this poor grasshopper is allowed to suffer so?



From: Ian Marchant
Date: 02/07/2008 13:24
Subject: Re: My difficult week: part 1
To: Joseph George

Joseph,

Very good. I assume Gordon Brown goes on to announce a grasshopper task force!

Ian

Response: Hat-trick

Hat-trick, Ian Marchant blog post dt 02/05/2008

Feedback in response to Ian's Blog

Post Title - Hat-trick
Date Posted - 02/05/2008
Name: Joseph George
Department: Technical Solutions
Location: Havant
Comments:

I think the bankers (and hedge funds) are suffering for the excesses that they wreaked on us. The credit crunch has brought down the high-flying financiers down to earth now. And I believe, it is a good thing, for our country and economy, in the long run. I don't weep for them...

Everyone was happy that the house prices were floating up north, but the economics' warnings were not heeded that the housing markets were heating up too much and heading for a crash, which is what has happened. I think what is happening is very realistic. Think of the first-time buyers, not just the sellers.

I live in London suburbs, and the Govt directive was for the local councils to keep increasing the housing stockpile by 20% or more every year. How realistic is that? We were seeing a mini Canary Warf springing up around town!

As for fuel prices, I think, if we denominated them in Pounds rather than Dollars, we would have a more realistic view.

And as for prices going up, every seller (including us?) would look for an opportunity to raise prices!

This is all to be expected in commercial trading...

Humbly yours,
Joseph

PS: Why is America not worried? They wanted the Dollar to come down. They wanted to get rid of bad debts, a sizable portion of their economy. They wanted to kick start their manufacturing industries, spread across middle-America. All this is happening... Good News?

From: Ian Marchant
Date: 06/05/2008 15:20
Subject: Re: Hat-trick
To: Joseph George

Joseph,

As always the seeds of our economic woes were caused by past greed and recklessness.

Ian