The "ideal case" -- prescription for doing dumb things?
One of the tools often used by managers and consultants is the "ideal case" approach to problem solving. This technique can foster creativity by challenging people to imagine what a perfect solution might look like if we didn’t have to worry about current financial, technical, or organizational constraints. For example, if customer complaints about service are increasing it might make sense to have a short brainstorming session where the topic might be: “What would it take to eliminate all customer complaints."
This sort of question often breaks preconceived notions and can lead to some very fruitful discussions. However, if uncontrolled, it can also lead to very long and unproductive sessions where dozens of pet peeves are aired and anything goes as far as solving the problem. Ironically the end result often is very little time spent trying to understand and address today’s problems--most of the time goes into discussing what a perfect solution might look like. In trying to foster creativity the meeting facilitators consume so much time there it none left for actual problem solving and decision making.
Even worse, sometimes managers decide that this ideal case should be a great slogan or “stretch goal”; so something like the Zero Complaints initiative is born. The awful thing about these initiatives is that many times the managers hide behind the slogan and don’t make any real decisions. For example, Naomi the support manager might be asked to lead the Zero Complaints initiative, but when she asks what resources are available she is told that although there is some money is available there are no additional full time people. Of course, managers are usually willing at the beginning to have their people participate part time, especially if upper management is pushing the initiative, but as time goes on their “real” jobs take precedence.
Would a school have an All "A"s campaign, a parent propose to their teenager a No Mistakes approach to growing up, a bowling alley push All Strikes, a soccer team promote an All Shutouts theme? Why not? Because we as human beings aren’t perfect, we aren’t machines, and the competition can be pretty damn tough. Some people might be inspired by these goals--but not me.
Of course, there are some things we reasonably expect perfection or near to it: surgeons operating on the correct leg, our financial transactions, and Olympic competitions. But let's recogonize that businesses need pragmatism and focus on real problems, rather than grandiose campaigns.
posted by VanceH- @ 9:33 PM
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