Motivation

“Hey Jaded Julie, would you like to hear some anecdotal evidence that supports an obvious conclusion?”

“If the conclusion is obvious, it doesn’t need evidence; but I’m always willing to listen to your strange stories.”

“In a stateside Army unit with no immediate plans for deployment, more soldiers show up for sick call than in a deployment-ready light infantry unit or in a Special Forces unit that deploys regularly. Soldiers in the stateside unit apparently want to be relieved from heavy duty or outside work.”

“Well, I know where you got that factoid. Obviously, the stateside soldiers aren’t motivated. It’s also obvious that you have some more examples.”

“In early 19th century warfare, when battles were won by conquering fortified cities, a unit of volunteers called the Forlorn Hope would be the first to charge through the first breach in the city’s defenses. Although the soldiers faced almost certain death (thus the name Forlorn Hope), they would be promoted if they survived.”

“That sounds like insanity, Curmudge. But it’s not limited to long ago. Think of the suicide bombers in Afghanistan. That is certain death, but their motivation has something to do with virgins in the afterlife. Apparently they never heard Professor Harold Hill (in ‘Music Man’) sing, ‘a sadder but wiser girl for me.’ But enough of this banter. What does this have to do with Lean?”

“For Lean’s ongoing existence, motivation has to be continuously refreshed. If we lag in our motivation to continuously improve, it will be reflected by a lag in our Lean transformation. Maybe that’s what happened in those organizations that suffered Lean burn-out.”

“I’ve got it, Curmudge. Fresh ideas are needed to help us maintain our patient focus. Acronyms like C.A.R.E. and AIDET. Personalized Care is more than just a marketing theme; it’s what we do. The newest motivators are the ‘Always’ teams. This term comes from the choices about recommending Affinity found on patient surveys: Always, Usually, Sometimes, Never.”

“Some of our motivational reminders are more enduring than acronyms or slogans. Consider Affinity’s Values: service, integrity, teamwork, justice, creativity, stewardship. They are lettered on the wall of our team room. One should take a moment and consider whether they are guiding our actions.”

“It’s time for the bottom line, old guy. What is it?”

“Motivation is more than slogans, acronyms, or programs developed by committees. It must happen every day in gemba, and it’s the responsibility of leaders at every level. Workers will be motivated when they see that their daily improvements are paying off in efficiency, less waste, and better patient safety and outcomes.”

“Hey Curmudge, what keeps you motivated?”

“As I said long ago, I am an inveterate learner and teacher. But most of all, it’s the people.”

Affinity’s Kaizen Curmudgeon

In case you missed it earlier, this year’s holiday story from Curmudge and Julie may be accessed elsewhere.