The Underpaid and Under-Employed Need Protections Too

The Underpaid and Under-Employed Need Protections Too

COVID caused Congress to respond a few months ago, but now as the CARES Act and other protections expire, Congressional action is missing. What form of stimulus emerges, who knows. For the moment, it looks like the additional $600 in unemployment is out, to the cheers of many, who see it as a work disincentive.

As usual, those who are pushing for its demise are loathed to let facts get in the way of a convenient theory. A recent survey of economists, who usually disagree on everything, found 0% disagreed with the idea that “employment growth is currently constrained more by firms’ lack of interest in hiring than people’s willingness to work at prevailing wages.”

There are several arguments why.

  1. Benefits. For many Americans, their jobs provide health care and retirement benefits, so it makes no sense to reject a position with potential lifetime benefits to receive a few more unemployment checks. However, many of the workers benefiting from the additional payments do not receive such benefits, so I am convinced how much weight this argument carries.
  2. No unemployment if workers don’t return. Some states require employers to report employees who decide not to return to work, and if the refusal is for anything other than health concerns, the benefits stop. However, given that most states’ unemployment offices are overwhelmed, how effective this is at present is questionable.
  3. Job Vacancies. If companies could not fill job openings, the number of vacancies would be high. However, in April, the U.S. recorded the lowest level of job vacancies since 2014. Vacancies have risen slightly since then. Also, Homebase data shows that applicants per job doubled in early April, suggesting that laid-off workers were seeking new employment. Here is evidence that the additional payment is not stopping people from looking for work.
  4. Rising wages. If companies could not fill job openings, the laws of supply and demand would expect wages to rise to such point that they could fill them. According to Goldman Sachs, average hourly earnings in Q2 2020 increased by about 7%, which initially would give weight to this idea. However, on inspection, this is primarily because low-paid workers have lost jobs in disproportionate numbers, dragging average wages upwards. Therefore either the market is failing, or there are just no jobs.

Thus it would appear that the additional benefit is not the detriment to work that many assume. However, there is no doubt that the removal of the additional support will drive more people back to work as they struggle to survive financially. This result may not be the panacea that many hope.

As I have said many times, this is a public health crisis, and until we address it, the economy will not recover. Well, looking at the data, it appears that the Gig economy and low paid workers may be compounding the health care problem. According to medical historian Frank Snowden in his new book, Epidemics, and Society, “Epidemic diseases are not random events that afflict societies capriciously and without warning. On the contrary, every society produces its specific vulnerabilities.” Thus, he wrote, a disease provides insight into a “society’s structure, its standard of living, and its political priorities.”

On inspection COVID’s destruction show one common factor, clusters of infection have been associated with those whose work is low-paid, insecure, and contingent. Researchers at the London School of Hygiene and Tropical Medicine, have found that nearly 80% of infections are traceable to:

  • food processing plants,
  • ships,
  • aged care homes,
  • grocery stores,
  • factories,
  • bars, restaurants,
  • shops and
  • worker dormitories.

All of which are associated with low pay and poor job security. While some office workers have contracted the disease, those infections are primarily the result of a business conference. In the U.K., the increasing number of outbreaks in care homes results from temporary staff, on zero-hours contracts, who get transferred between facilities.

This trend is not in the U.K. In the U.S., many of the most significant outbreaks were in with meatpacking plants, which are known for poor working conditions. Furthermore, the mortality rate is highest for African Americans and then Hispanics, people who have the majority of working-class service sector jobs associated with infection clusters. Besides, because these jobs often are considered essential workers, e.g., meeting packing plant employees, workers must be at the job site despite outbreaks in their communities. Furthermore, most such positions do not provide sick leave resulting in many working when they are sick.

Many of those who work in such positions, also meet other criteria the CDC has identified as a source of infections. They live in:

  • Densely populated areas and cannot practice social distancing.
  • Homes with a lack of complete plumbing making handwashing and disinfection harder.
  • Neighborhoods that are farther from grocery stores and medical facilities, making it harder to stay home and to receive care if sick.
  • Areas where they have to rely on public transportation, making it hard to practice social distancing.
  • Multigenerational households and multi-family households where older family members cannot be protected and the sick isolated.

While some front line health care workers have caught COVID, these infections are at a lower rate than medics less directly exposed. Thus straightforward precautions appear to be sufficient to reduce the risk of disease significantly.

So rather than pushing workers back into harm’s way and turning them into new sources of infections, we should seek to provide them the same protection that white-collar employees, who have been working from home for months, enjoy. With over 4 million infections and 140,000 deaths, helping those workers would help us all get the infections under control and the economy back on track. However, we show little regard for the underpaid and under-employed, and it is now killing us.

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Your Leadership Style and Culture Will Define Your Future

Your Leadership Style and Culture Will Define Your Future

I have written on this subject many times over the last few months and cannot emphasize how important it is. In a recent conversation, I heard that many Gen Zs are leaving jobs because they find the culture too oppressive. Now I can already hear the cries that they are soft, spoiled, don’t like hard work or responsibility. While some of that may be true in some cases, I would suggest rather than being defensive, CEOs and leaders need to look at their behavior to see why they are causing these issues.

Two recent examples that I heard of were:

  • A company had installed keyboard activity monitoring on their employees’ computers, and if the employees do not meet a certain amount of clicks per hour, they get written up.
  • A large employer is putting out a policy that if you have school-aged children and they are in an online school, then you cannot work from home.

I wonder who comes up with these “genius” plans because, in my opinion, they must be graduates of the school of “The beatings will continue until morale improves.”

These examples remind me of a discussion several years ago with an attorney who was advising his client to get all employees to sign non-competes. I pointed out that I would never join such a company, as they were hiring for my skills and were going to use them, so why should I grant them the exclusive use of my abilities, which I have developed throughout my career, for a market salary. The attorney’s view was that the non-compete stopped employees leaving with the benefit of what they had learned at the company. My response, to his chagrin, was instead of spending all this money on non-competes, if the company developed a culture and core values that attracted employees, they wouldn’t need them. 

Companies that are driving away employees at a time when unemployment is at record highs, rather than criticizing their employees, should look hard in the mirror and ask where are we failing in developing a culture that attracts the best. There is an old saying, “One satisfied customer will tell one person, but one dissatisfied customer will tell twenty.” Well, today, with Glassdoor and its ilk, dissatisfied employees are telling everyone. Attracting key talent will become harder for those with many critiques. For many organizations, they will find that employees are only coming until they can find the next gig, or are just collecting a paycheck.

COVID is, as has been said many times before, an accelerant. If your culture was vague to non-existent, and you couldn’t articulate why you exist, COVID is exposing these weaknesses dramatically. Since we are having to hire and onboard virtually, culture, core values, mission, vision, and why you exist are more critical than ever. They are the glue that holds a virtual organization together and keeps it on task.

A CEO I know, in most conversations, says, “People suck” when referring to his employees. However, his business has no core values, mission or vision, or defined reason for existing. Thus his employees have no “North Star” to guide them. Without that, they make decisions that don’t align with what the CEOs would do, so he assigns them to the “People suck” world. Investing time in fixing his culture, core values, etc. would resolve many of the problems, but he views them as uninteresting. Not everything in running a business is exciting, but culture is critical.

Another business owner I dealt with had a doormat outside his office that said, “Go Away.” Since he didn’t want to deal with personnel issues and people, I am sure he found it very valuable. However, the culture in the organization was toxic, performance below par, and high employee turnover, which just confirmed his view that employees were difficult. Forcing him to develop and live core values, a reason for existing, and removing some of the toxic people who had filled the void he created, resulted in morale and performance improving, increasing the value of the organization.

Again, I often ask CEOs the following question. You are interviewing for a critical position, and the candidate in front of you is an A+ on every criterion. Before extending an offer, you ask, “Do you have any more questions?” They respond with, “Why should I work for you?”

It is incredible how few CEOs can answer this question. The typical answers are, “We are a great company. We provide a great career path.” I responded that I am sure this great candidate probably is considering a few offers, and do you think those other employers are answering the question with, “We an awful company. This position is a dead job.” While many business leaders can sell their products and services, they cannot sell themselves as an employer. I expect it is because they cannot articulate why they exist and what they stand for.

My readings suggest we are going to be living a COVID world for another year, so you cannot afford a year of dysfunction. In an accelerated environment, an organization needs to respond quickly to market conditions. The only way to do that is to move the decision making to where the information is, at the front lines. But if you want the decisions made to be the ones you expect, your workforce needs to know and live the company’s core values, and understand why it exists.

Employees that are not performing at their best often work in an organization without core values, or if they have them don’t live them, and they don’t know why the company exists. As a result, these employees are detrimental to the organization’s long term health. If this defines your organization and employees, you are likely to emerge from COVID damaged, if at all.

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The accelerating increase in new Covid-19 cases is slowing the pace of the U.S. economy’s recovery from the pandemic. According to Bloomberg economist, Eliza Winger, “Most high-frequency indicators have shown signs of moderation. Consumers’ income and spending benefited from fiscal support and reopening efforts, both under renewed strains. The uncertainty was likely behind the latest deterioration in consumer sentiment, a key to the economic outlook.”

So, where do we stand?

  • Recent data shows that credit card spending has stalled.
  • OpenTable is showing a slowdown in restaurant reservations.
  • Initial jobless claims declined by the most in a month to 1.31 million in the week ended July 4, but they’re still double the highest level registered during the last recession. Furthermore, as states walk back their openings, these numbers are expected to increase.
  • A surge of layoffs are coming as company announce large layoffs to deal with COVID, e.g. American Airlines – 25,000; United Airlines – 36,000; Walgreens – 4,000;  Macy’s – 3,900; AT&T – 3,500; Hilton Hotels – 2,200; Chevron – 5,000; Boeing – 7,000; Uber – 3,700; Virgin Atlantic – 3,100; Wells Fargo – haven’t said but I am sure will exceed 20,000. This short list accounts for over 110,000, so the numbers will be large.
  • While many mortgage holders are refinancing to take advantage of the low rates, one in 10 households with a mortgage failed to make their last payment, and 16% of respondents in a U.S. Census survey said they fear they can’t cover the next one.
  • Federal Reserve Bank of Dallas President Robert Kaplan said that rising hospitalizations and death rates are having a “chilling effect on economic growth.”
  • With the eviction moratorium ending, the eviction of 20MM renters this month is possible. However, this has several ramifications, where will these people live and who will replace them as so many people would rent can’t make payments. Thus landlords will experience pain.
  • The $600 additional unemployment payments are ending.
  • The PPP program is about to end and those that took PPP funds have mostly spent them.
  • M&A volume is falling.

Thus, my take is that this is far from over. While I would argue that we are not in a second wave of the virus as we never exited the first, we are in an inverse square root recovery, but we could quickly move into a “W” recovery.

The key will be what will Congress do. The parties are wide apart at the moment, and to add to the problems, the Administration is pushing for a payroll tax cut (dubious effect), refusal to fund state COVID testing and tracking, and blocking billions of dollars that would go toward bolstering the Centers for Disease Control and Prevention, the Pentagon and the State Department to combat the pandemic. Somehow they haven’t yet accepted that this is a public health crisis and until that is solved, the economic crisis cannot be dealt with.

So, keep cash on hand and watch receivables and all leading indicators. It is going to be a rough second half, folks!

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Income inequality in the U.S. is a recurrent theme in the U.S. today, and CEO pay is an item that gets attention. [Forbes has noted that]between 1978 and 2018, U.S. workers have seen their incomes rise by 12%, while CEOs have seen their incomes increase by 1008%. As of 2018, the CEO-to-worker pay ratio hit an all-time high of 278-to-1 up from 58-to-1 in 1989 and 20-to-1 in 1965.

One must keep in mind that the CEO’s compensation typically comprises salary, bonuses, share options or grants, and other valuable perks. So what drives compensation, and are they paid for performance?

 

What Drives Compensation

The Compensation Committee
The company’s Board of Directors, their Compensation Committees, and compensation consultants determine the CEO’s compensation. As Warren Buffett perfectly described the process, “The human relations director comes in and recommends a consultant to the Board’s comp committee. The human relations director is an employee of the CEO, his or her salary gets determined by the CEO, so what kind of a recommendation do you make to the comp committee? I don’t think comp committees should have consultants.  If you don’t know enough about the game to work out a fair compensation arrangement, get off the committee and put somebody on there who does know … they just don’t want somebody who knows something about comp on the comp committee.” The failures of compensation committees are legendary; however, nothing seems to change, primarily because of the CEO’s control of the Board, and in many cases, the CEOs sit on each other’s boards. 

The Ratchet Effect
Compensation consultants usually present the Board the pay of other CEO’s of other firms in their industry in terms of averages and rankings by quartiles. Similarly to our beliefs that our children, like those of Lake Wobegon, are all above average, boards believe their CEO is above average because:

  • the CEO usually picks the Board and so they tend to like the CEO and believe the CEO is excellent; and
  • if the CEO were below average, the Board would have failed in its job to choose a good CEO, and no one will admit they failed in their selection.

Thus, if the CEO is above average, then they must be compensated above average. However, if every CEO is above average, they must all be paid above average, the ratchet effect kicks in, and as Warren Buffett has this as, “Ratchet, Ratchet, Bingo!” Of course, if the CEO is thrilled with the consulting firm’s work and recommends them to other CEOs they know and so the ratchet effects continue unabated.

Say-on-Pay
Many point to “Say-on-Pay” as a mechanism whereby shareholders can express their view on executive compensation and can prevent excessive CEO pay. However, this say-on-pay is just an excellent way of appearing to provide some form of checks and balance while not changing the flaws in the system. The major of people assume that a say-on-pay vote is a vote to approve the executives’ compensation for the current year. To quote an old friend, “Let me disabuse you of this notion.” 

Say-on-pay votes ask shareholders to opine retrospectively on the compensation of named executives, rather than on the company’s compensation program going forward. Say-on-pay does not dictate actual executives’ pay.

Furthermore, in the U.S., say-on-pay votes are non-binding advisory votes by shareholders. Since it is an advisory vote, even if a say-on-pay proposal failed to receive majority support, this would not prevent a company from implementing its pay practices. 

While say-on-pay allows shareholders to engage with companies to encourage good governance practices and alignment with company performance, the most significant influence on executive compensation is the compensation consultants and proxy advisors. Ultimately the decision on executive compensation is that of the Board.

Pay for Performance
Lastly, we get to the main reason for the high level of pay, Pay for Performance. For years, CEOs and their supporters, e.g., compensation committees, compensation advisors, have staunchly defended the level of compensation to CEOs because of “Pay for Performance,” the idea to align CEO compensation to the company success, and the CEO’s performance provides value to the organization.

So, do these compensation plans drive performance? 

For about 25 years, I have said the job I want is “F##k up CEO,” or to put it politely, “Pre turn around CEO.” You get paid a lot of money to join the company, while as the CEO, you get paid an excellent salary to destroy the company, and then you get paid a whole bunch more money to leave. These jobs are out there, and I have seen many people get them, and here is a list just to name a few:

  • Carly Fiorina, CEO of HP. Fiorina was a great self-promoter, busy pontificating on the lecture circuit and posing for magazine covers. During her tenure at HP, the company’s value fell 65%. Fiorina made over $100MM at HP, including a $65MM signing bonus, and termination package of\\ $21 million in cash, plus stock and pension benefits worth another $19 million.
  • Bob Nardelli is a multiple offender. Nardelli was CEO of both Home Depot and Chrysler. His tenure at Home Depot was marked by losing market share, alienating executives, downplaying customer service, and no growth in shareholder value. While at Home Depot, he made over $65MM in cash salary, plus cash bonuses, and his exit package was $210MM. He was then hired by Cerberus to run its struggling Chrysler unit. There, the company took billions in government aid, went into liquidation, and merged with FIAT SpA. His compensation was not detailed.
  • Gerald Levin, CEO of Time Warner. During his tenure, he oversaw the acquisition of Turner Broadcasting System and the company’s merger with AOL. Within three years, AOL had lost $200BN in equity value, written down $99BN in equity value. Levin was salary, and bonuses rose from over a $4MM to $11MM year. Besides, he received annual grants of stock options which, when he exercised them in 2000, were worth over $150MM.
  • Richard Smith, CEO of Equifax. During his time at Equifax, Smith oversaw tremendous growth; the hack in 2017 brought his tenure to an end. During his time as CEO, Smith earned about $16MM in salary, $24.3MM was in non-stock compensation and $70MM in stock options. The infamous hack in 2017 reduced Equifax’s share value by 20%, and Smith left with $90MM.

There are so many others, including Dick Fuld at Lehman Brothers, Angelo Mozilo at Countrywide Financial, Ken Lay at Enron, but time is limited.

Therefore we there many stories of CEO enriching themselves while the organization fails to perform. However, while stories may be anecdotal, academic research has shown that incentive-based CEO compensation appears to have only a small or negligible impact on firm-level performance, and particularly when firms have weak corporate governance.

A study in the Journal of Management Research in 2018 analyzed the earnings of more than 4,000 CEOs throughout their tenures against several performance metrics. They found virtually no overlap between the top 1% of CEOs in terms of performance and the top 1% of highest earners. Among the top 10% of performers, only a fifth were in the top 10% in terms of pay.

In 2017, only two out of the 20 highest-paid CEOs, who didn’t leave their jobs before the end of the year, landed in the top 20 for shareholder return. According to many compensation consultants, many firms condition a significant share of pay on three-year performance metrics that are only partially affected by a single bad year.

  • In 2017, CBS Corp. paid Leslie Moonves, $69.3 million, while total shareholder return was negative 6.2%. In 2016 Moonves was paid $69.6 million when CBS achieved a one-year performance of 37%. 
  • Comcast Corp’s CEO Brian Roberts’s annual pay has hovered around $33 million from 2015 to 2017, while shareholder returns ranged from 25% to negative 1.1%.
  • Allergan PLC’s Brent Saunders received a 700% raise in 2017 to $32.8 million, despite the total shareholder return of negative 21%.
  • TransDigm Group Inc’s shares realized returned just shy of 5% for the fiscal year that ended September 30, 2017, including the reinvestment of dividends, while its CEO Mr. Howley earned $61 million, more than triple the $18.9 million he made in 2016.

 

The Curtain is being Pulled Back

As a result of COVID, many companies are filing for bankruptcy protection. However, according to Reuters, nearly a third of more than 40 large companies seeking U.S. bankruptcy protection have awarded bonuses to executives within a month of filing their case. Also, many of these companies are simultaneously furloughing or terminating employees. Some examples:
  • J.C. Penney approved nearly $10 million in payouts just before its May 15 filing and paid its chief executive, Jill Soltau, $4.5 million. J.C. Penny furloughed 78,000 employees.
  • Neiman Marcus Group paid $4 million in bonuses to Chairman and Chief Executive Geoffroy van Raemdonck in February and more than $4 million to other executives in the weeks before its May 7 bankruptcy filing. Nieman Marcus furloughed 11,000 employees.
  • Whiting Petroleum Corp paid $14.6 million in extra compensation to executives days before its April 1 bankruptcy. 
  • Chesapeake Energy Corp awarded $25 million to executives and lower-level employees in May, about eight weeks before filing bankruptcy.
  • Hertz paid senior executives bonuses of $1.5 million days before its May 22 bankruptcy. Hertz terminated more than 14,000 workers.

Firms paying pre-bankruptcy bonuses know they will face scrutiny in court on compensation proposed after their filings. Still, the trustees have no power to halt bonuses paid even days before a company’s bankruptcy filing, said Clifford J. White III, director of the U.S. Trustee Program, at the Justice Department. Thus, the firms “escape the transparency and court review.” Also, unsecured creditors and employee pension funds bear the pain in such activities. Concerning employee pension plans, the Pension Benefit Guaranty Corporation usually takes them over, meaning we all pay for the hubris through our taxes.

The spotlight on CEO “Pay-regardless-of-Performance” may lead to a day of reckoning and boards doing their job. There is increased pressure from some large asset managers like BlackRock, but not the majority as I write this.

Thus, while I hope CEOs may truly be paid for performance as this behavior reinforces the inequality of the system, reinforcing the view, “Accountability means lower-level people get financially penalized if they make a mistake, but the CEO never does.” I wouldn’t hold my breath.

Further, if CEOs were paid for performance, the concept might then migrate to Private Equity and Hedge Funds requiring not only pay for positive performance. Given the traditional 2 and 20, forget the 2% of AUM, but tied the 20% to exceeding some external metric, i.e. the S&P 500 for a Private Equity Group. That would really put the cat among the pigeons.

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There’s a well-known public health parable about upstream thinking that goes like this: you and a friend are by a river when you see a child drowning. You both dive in and save the child. But then another struggling child comes along, and another. You and your friend can hardly keep up with the crisis, but suddenly your friend swims back to the river’s bank. You indignantly ask where she’s going. Your friend says, “I’m going upstream to tackle the guy throwing these kids in the water.”

In life, we spend most of our time downstream pulling kids out of the water, but few up us go upstream to tackle the source of the issue. According to Dan Heath in his book, “Upstream: The Quest to Solve Problems Before They Happen,” we live in a downstream world, and we have a bias for downstream action. While the concept of upstream thinking has been around in the public health arena for years, Heath wants to bring to a broader audience.

Heath believes that “we should shift more of our energies upstream: personally, organizationally, nationally, and globally. We can—and we should—stop dealing with the symptoms of problems, again and again, and start fixing them.” While that appears obvious, we don’t and find ourselves time after time reacting again.

As we scramble through our busy day tackling fires, how often do we stop to address the source of the issue? First, we have to ask are what we are dealing with just symptoms, or is it the route of the problem? While a simple question, it is difficult to focus on that while dealing with a crisis. Even it is a symptom; it is hard to leave the mess to tackle the route cause because to do so; someone else has “to pull the kids out of the water.”

Those that tackle downstream problems get more attention because we notice them valiantly tackling issues all the time and solving them, basically pulling kids out of the water. Thus, they get recognition; however, those that go upstream seem to get less attention and credit, because while they solve a problem, no one realizes how many issues they have prevented because of the problem they have resolved.

As we struggle with COVID, many, including myself, are frustrated with the administration’s response which, if handled better, would have resulted in few lives lost. However, if the administration has shut down the U.S. like Taiwan or South Korea and severely limited the caseload, there would be many complaints about the cost of the “medicine” when there were so few cases. Thus, when dealing effectively upstream, many don’t appreciate how bad the alternative would be if it were not solved upstream.

Heath has identified three barriers to upstream thinking:

  1. Problem Blindness. Problem blindness assumes that the problem is natural or inevitable, and so there’s nothing you can do about it. So we accept it and conclude, “That’s just the way it is.” We don’t try to solve it, because, “When we don’t see a problem, we can’t solve it. And that blindness can create passivity even in the face of enormous harm.”
  2. A Lack of Ownership. Complacency. If we move upstream, it requires that we take ownership of the issues personally. “I choose to fix this problem, not because it’s my responsibility, but because I can, and because it’s worth fixing.”
  3. Tunneling. Tunneling is a condition where you find that “when people are juggling a lot of problems, they give up trying to solve them all. They adopt tunnel vision. There’s no long-term planning; there’s no strategic prioritization of issues.” When we are in a scarcity mindset, we become “less insightful, less forward-thinking, less controlled.”

I would add a fourth Budget. Several years ago, a company asked me to develop a risk model for some of its hotel management contracts. The company had entered into many ten-year management contracts that had guaranteed owners a minimum income; however, no one had considered the prospect that there might be a recession during the contract period, which would trigger the performance clauses. At the time I was asked to help the company, they were currently paying out over $50MM in performance clauses, causing the company severe financial heartache. I gave the company a proposal that would have cost about $30k. They rejected it because of two factors, (i) it wasn’t in the finance department’s budget and if they spent the money would miss their financial targets and lose their bonuses; and (ii) lack of ownership. The latter arose because those involved considered that by the time the next recession occurred, none of them would be in a position to bear the responsibility if big payouts were required. Hence, they weren’t willing to fight for the budget to get the modeling done.

Their focus on the short term reflects the failure to think upstream. Thinking upstream is critical because it results in making smarter decisions based on long-term thinking.

Heath has identified seven questions that upstream leaders must answer.

  1. How will you unite the right people?
  2. How will you change the system?
  3. Where can you find a point of leverage?
  4. How will you get an early warning of the problem?
  5. How will you know you are succeeding?
  6. How will you avoid doing harm?
  7. Who will pay for what does not happen?

In clarifying these questions, Heath reveals some of the significant issues that keep us from moving upstream. 

To succeed in moving upstream, he recommends that we need to consider:

  • Be impatient for action but patient for outcomes. We need to get moving, but often the change we seek takes time.
  • The macro starts with micro. Break the action down.
  • Favor scoreboards over pills. Kaizen mindset. Think in terms of continuous improvement and use data for learning, rather than data for inspection. Test and learn and test again.

While upstream is a direction, it is not a destination. Any movement upstream is a step in the right direction. Going upstream, you either get a little ahead of the problem, or you can go further upstream and look for the more systemic issues.

So as you look at your team and the most effective problem solvers, ask if the problems they are solving are downstream or upstream. If the former, get them to move upstream.

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