The president came back from a sales call, swung open the factory door, and said, “Let’s change the spec on this part. It won’t sell in today’s market.” The plant manager answered without stopping his work. “You’re changing it again? The same thing happened last month.”
In the president’s mind were the faces of the clients he had just met, a competitor’s new product, and the feel of a market he had only just heard about that day. “There’s no point unless we change it now.” In the plant manager’s mind were the defect that had come from a spec change three years earlier, the time it would take to inform the workers, and the weight of quality assurance.
Neither of them had said anything wrong. Yet every time, the conversation stalled at the same place. The president had come to think, “He opposes everything I say,” and the plant manager had come to feel, “I’m being jerked around by the president’s whims.”
Insight
The plant manager opened TypeCompass’s communication guide for managers and paused on one page. “Field Drive (RED) gives top priority to responding immediately to the reality of this very moment”—written side by side were the reasons behind the president’s judgment and a portrait of himself, the person who had found the president difficult.
Change
In their next 1-on-1, for the first time the plant manager began not with “We can’t,” but with this: “Could we split the changes into the parts you can change right away and the parts I’d like just 24 hours to check?” The president looked a little surprised. “That works. In fact, it’s faster,” he replied.
Change requests were sorted into three types: “immediate change,” “confirm within 24 hours,” and “management decision.” The president’s speed was not lost, and neither was the plant manager’s role in quality assurance. Six months later, the president said, “He wasn’t opposing me. He was protecting quality.”