Integrating the Organizational Community

John Inman and Associates
INTEGRATING THE ORGANIZATIONAL COMMUNITY
Prepared by:
JOHN INMAN
Pecos Partner
John Inman and Associates
16705 SW Gopher Valley Road
Sheridan, Oregon 97378
(503) 843-2526
jinman@wetherhaven.com
September 1994
and
LARRY WILSON
CEO
Pecos River Learning Centers, Inc.
Now Aon Consulting
7600 Executive Drive
Eden Prairie, MN 55344 USA
(612) 975-2119
fax (612) 9752129
RON SARAZIN
President
Olympic Performance, Inc.
Note: John Inman, the author of this white paper, has transformed his career to organizational development
in public service and is no longer a Pecos Partner.

© September 1994, John Inman and Associates Page 1
Table of Contents
ORGANIZATIONAL COMMUNITY .................................................................................3
What makes up the Organizational Community? ................................................................................................3
Defining the Right Community..........................................................................................................................3
The Empowering Organizational Community ...............................................................................................4
The Community Delivers Value ....................................................................................................................4
What is Value? ..........................................................................................................................................4
THE COMPLEX PUZZLE OF TRANSFORMATION.......................................................6
Roles that must be played .......................................................................................................................................7
Design Build Team............................................................................................................................................8
Necessary Pieces to the Transformation Puzzle....................................................................................................9
Business Strategy.............................................................................................................................................10
Senior Management Team...........................................................................................................................10
Assessment of Organizational Community..................................................................................................11
Customer survey......................................................................................................................................11
Individual and Team Assessment ............................................................................................................11
Strategic Planning........................................................................................................................................12
Strategic Business Planning.....................................................................................................................12
Strategic Marketing Planning ..................................................................................................................12
Quality Consulting.......................................................................................................................................12
Total Value Management ........................................................................................................................12
Cultural Strategy..............................................................................................................................................14
Human Relations and Development ............................................................................................................14
Wage and Benefit ....................................................................................................................................14
Hard Skills Training ................................................................................................................................15
Soft Skills Training..................................................................................................................................15
Building Capabilities into the Organization.................................................................................................15
Integration of the Puzzle Pieces............................................................................................................................15
INTEGRATION TOOLS.................................................................................................16
Creating Strategic Business Partnerships ...........................................................................................................16
Technologies and Process Tools for Developing a Partnering Mind-set.........................................................18
Process Tools for Developing The Strategic Partnering Opportunity .............................................................18
Concerns Based Change........................................................................................................................................19
Change and New Methods...............................................................................................................................19
Integrated Adoption of Change .......................................................................................................................21
Step One: Align and Harmonize Simultaneous New Methods ....................................................................21
Step Two: Define and Communicate the New Method ...............................................................................22
Step Three: Track Adoption ........................................................................................................................22
Step Four: Evaluate Concerns .....................................................................................................................22
Step Five: Act to Eliminate Barriers............................................................................................................24

Approach .........................................................................................................................................................24
Benefits............................................................................................................................................................24
NEXT STEPS ................................................................................................................24
TEAM CAPABILITIES...................................................................................................24
Pecos River Learning Centers, Inc. .....................................................................................................................24
Types of Intervention.......................................................................................................................................25
Olympic Performance, Inc. / John Inman and Associates..................................................................................26
Types of Intervention.......................................................................................................................................26
Table of Figures
Figure 1 Value begins with the individual.....................................................................................................................5
Figure 2 Add value through interpersonal relationships and work as a whole system...................................................6
Figure 3 Delivering value in an integrated model........................................................................................................10
Figure 4 Whole systems approach for value delivery..................................................................................................11
Figure 5 Value Target: Drive to Target.......................................................................................................................14
Figure 6 Successful Use of Integration Tools..............................................................................................................17
Figure 7 Opportunity Map...........................................................................................................................................19
Figure 8 Example of New Method Description (introduction of quality control charts) .............................................22
Figure 9 Stages of concern ..........................................................................................................................................23
Figure 10 Example of a Concerns Profile....................................................................................................................23

The purpose of this paper is to provide an integrated approach to the formation or the transformation of the
organization. New terminology and/or current terminology used differently will be clarified in footnotes or in
the body of the paper. The objectives of this paper include creating a clear understanding of our model of the
integration of the organizational community as an effective approach to organizational change, clarification of
the new concepts and how they can be effectively applied to customer organizations and creating an in-depth
understanding of the tools necessary for integration and when they can best be used. Change is difficult but does
not need to be complicated. There is a certain dignity in simplicity. This approach is an effort to simplify the
transformation of the organizational community.
Organizational Community
Many employees have moved from their home towns or those towns have grown so much, they have lost the feel
of the traditional community, a community where people shared, lived and worked together as a family. Now,
more than ever, organizations are being asked to replace that lost sense of community. Management teams faced
with reduced profits and declining markets are beginning to understand they will no longer prosper using the old
road maps. Many are turning to more radical change to regain the success they have lost. As organizations
struggle with how to change to meet the new demands, they find themselves trying concept after concept in an
attempt to capture the right mix of method and culture to create their envisioned organizational community.
Their success in the change process will depend on the organization’s ability to fully integrate the different
pieces of the change puzzle. Often, organizations with the best intentions end up adding one piece of the change
puzzle at a time, creating continuous disruption and confusion. The danger is concentrating on each piece of
community development as an individual piece, rather than treating the community as a whole puzzle where all
of the pieces fit together. This is the difference between having all of the pieces to the puzzle present for change
and throwing them into a box versus using an integration process to assemble the pieces into a completed
puzzle. Integration will help create a change process that begins to look like the completed puzzle of the whole
community rather than a collection of individual pieces.
What makes up the Organizational Community1
?
There are many types of communities in a society. Communities are often people banded together for a common
cause and purpose. There is a sense of fellowship in a community, a commonality that binds the individuals and
teams in that community together. A community can be a group of people living together, a religious group or a
professional group of educators or other professionals. Organizations are also a community. An organization
provides the necessary link for diverse individuals and teams to band together for a common purpose and
develop fellowship and belonging. It is necessary for management teams to understand they have an
organizational community and to understand that the culture created in that community may or may not support
the type of community they envision. There is more to a community than the people and teams that make up the
community. Communities include: 1) a shared reason for being: a mission or purpose, 2) a shared ethical base
and set of values, 3) a shared vision, 4) an agreed upon set of acceptable behaviors (the rules of the game), 5) a
culture: the style of how we work (the way we do things around here), 6) an infrastructure to support and service
the needs of the community, 7) the people in the community, 8) a sense of fellowship, 9) the delivery of value to
customers of the community. Often, management teams find the culture they have created within their
organizational communities must be changed to create the results they want. When an organization is
transforming its community, the intent of this process is transforming the community in harmony.
Defining the Right Community
Much discussion is centered around whether one organizational culture is better than another. It is far more
healthy to address the differences as differences in style. There is not a right or wrong style of culture; however,
there are styles that work better in our world of permanent white water than others. Once a management team
1
Organizational Community is a concept that has been developed as the foundation of the new book that John Inman, Larry
Wilson, Ron Sarazin and Herschel Wilson are writing. The anticipated title of this work is Learning to Fish.

understands the volatile market in which it operates, and defines the results it wants to achieve, the style of
organizational community it targets as a model will have a profound effect on its ability to achieve the results it
envisions. There are several labels for the style of organizational community that tends to thrive and grow in
permanent white water; the label of Empowering Organizational Community is used for the purpose of this
discussion.
The Empowering Organizational Community
There are several terms used to describe what we call the Empowering Organizational Community, yet they all
seem to have the same basic components. These communities first of all are based on the T.A.S.T.E.2
acronym
of Truth, Accountability, Support, Trust, and Energy. The many variations of Empowering Organizational
Communities also have several other attributes in common. These include uncovering errors, work designed by
employees, lateral, collaborative, add value, continuous learning, internal alliances, and strategic partnerships.
The basic shift is from a community based on command and control to one based on these attributes, the
attributes of the Empowering Organizational Community.
The Community Delivers Value
Many of the change efforts we have seen over the last 15 years have fallen into the general category of Total
Quality Management3
. There are many facets of TQM as a general umbrella concept. The intent of this paper is
not to explore all of the different attributes of TQM. However, most of the approaches are focused on creating
or improving Quality. These are often tool, method or cultural based. As each one of us thinks of Quality, in all
likelihood we would each have a wide difference of opinion on what Quality is and how it is delivered. This is
one of the primary reasons there are so many different approaches to Quality improvement. Virtually every
consulting company working in the Quality arena has a definition of Quality and a method for improving and
delivering it. One of the concerns we have with the use of Quality as our measure of delivery is that it doesn’t
always address whether the Quality delivered is of value to the customer. Let’s move beyond Quality as a
concept to understanding how it fits into the larger picture of delivering value to our customers and community.
To move beyond Quality, we to turn our discussion to value. In an organization, we have the opportunity to
deliver value to our customers, both inside and outside of the organizational community.
What is Value?
Since Quality can be a difficult concept on which to gain consensus and to visualize, we use the concept of
delivering and improving value. Value can be managed and improved in relationships and in work as a whole
system. There are distinctly different routes to improving the value delivered from an individual, team or from
the work as a whole system and managing the value delivered. Whether improving or managing value, value
starts with the individual and then works out through the organizational community to our customers. The value
the customer receives will depend on whether or not the customer perceives that the information, product or
service is of value. Information, products or services can be of high quality and have little perceived value to the
customer. Again, that customer can be inside or outside the organizational community. The model that follows is
based on an original model developed by Ron Sarazin of Olympic Performance, Inc.4
. It is easier to understand
why all changes to the organization must be integrated as we follow value out from the individual to the
customer in society. Each change is linked to the next and none can effectively function in the organization
without being closely aligned with all the other changes in the organization. (See Figure 1.)
2
T.A.S.T.E. is an acronym that exemplifies the optimal values and behaviors of high-performing individuals, teams, and
organizations and was developed at Pecos River Learning Centers.
3
Total Quality Management is a generic term that is used to describe the larger field of work involved in quality
improvement of work and systems.
4
Ron Sarazin and John Inman took the original model of quality as delivered through the system to the customer originally
developed by Ron Sarazin and transformed the model to deliver value. Recently, they modified the model to show the
flow of value out through to society.

Value has two distinct paths for improvement5
, both
of which must be integrated to provide the optimal
value to the external customer and society. Quality
improvement has been the main stay in work and
systems improvement. Total Quality Management as
a field includes conformance to customer
expectations and delighting the customer; however,
this still does not fully explain how to deliver the
optimal value to the customer. When discussing
value, we begin to integrate at a systems level areas
that are not traditionally integrated in the Quality
improvement arena. One way to build value into the
organizational community is through improvement of
or management of work as a whole system. Most of
the classic Total Quality Management efforts fall
within this branch of value.
Work as a whole system can either be managed or it
can be improved. Many change efforts are designed
to improve the work in an organization. There are
four main types of improvement employed when
changing or improving the organization and each has
its place depending on the circumstances. These four
types of improvement are Control, Streamlining,
Reengineering, and Repositioning.
 Control - If the designed output of the process is what is desired, the process is desired, but the actual
output has defects and variability, efforts to control the process are instituted to reduce variability and
defects, i.e. improve value.
 Streamlining - If the designed output of the process is what is desired, the process is desired, but there is
inefficiency, fat and waste in the process, efforts to streamline the process are instituted to reduce the waste
and inefficiency. Right-sizing is an example of streamlining.
 Reengineering - If the designed output of the process is what is desired but the process is not desired or is
faulty, efforts to re-engineer the process are instituted to create a new and better process. This causes a large
amount of disruption in an organization and requires some rule changes but can be very beneficial if well
targeted.
 Repositioning - If the designed output is not what you want, regardless of the value of the process, its
leanness or its control, a new outcome must be defined and the following process changes made to create
the new outcome. This is an excellent time to design well controlled, streamlined processes.
Another way to add value involves managing and improving interpersonal relationships within the
organizational community, the world of the external customer, and the society within which that customer lives.
Being able to effectively manage and improve relationships in an organizational community depends on the
competencies of the individuals in the organization. To lead and improve the relationships within the
organizational community, leadership competencies are developed in the management team that will support the
building of and the sustaining of the Empowered Organizational Community. At the same time, contributor
competencies are developed in all of the members of the organization that will encourage the understanding of
and management of relationships.
5
John Inman developed the original model on which the model found in figure 2 is based and has based much of his work
on the integration of the organization on developing both branches of value. Please note that Ron Sarazin developed the
Leadership Competencies on the flow chart and John Inman added the Contributor Competencies.
Teams
Work as a
WholeSystem
Individuals
Customers
Value
Value begins in the center of the
organizational community and
works its way out
Organizational
Community
Society as a
collection of
Communities
Figure 1 Value begins with the individual

Many times the improvement efforts in organizational communities fail because they do not recognize that
improvement of work without the corresponding improvement in the relationships in the organizational
community are only a small part of the change process. Giving community members new tools for improvement
without giving them relationships that will support those tools, can end in very disappointing results. At the
same time, giving community members new relationships without change tools also can lead to disappointing
results. Pieces of the puzzle representing both branches of value must be present and integrated for the
transformation to be effectively produced and sustained. A flow chart of the management and improvement of
value as introduced to this point follows. (See Figure 2.)
The Complex Puzzle of Transformation
We have seen a never-ending stream of different theories for improving or changing the organization. Even
though transformation may be a term that is more intimidating than change, for the purpose of this white paper
we will be using the term transform to include all change efforts, large and small. Many of the firms that have
developed their particular methods for the transformation process claim that their approach should be “the”
approach for the organization. It is not uncommon to see in an organization experience what can be called the
“Guru of the Year” approach to transformation. One year the organization will try Total Cost of Quality, and
after lack luster results will then try Total Maintenance Productivity the next year, and then the next year Total
Value
Understand and Improve
Interpersonal Relationships
Understand
(Manage)
Work as a Whole System
Improve
(Lead)
Decisions Based
on Value Targets
Contributor
Competencies
Leadership
Competencies
Understand
(Manage)
Improve
(Lead)
Streamlining
Engineering
Reengineering
Positioning
Repositioning
Control
Inspires
Through
Example
Creates
Opportunities
toLearnand
Improve
Provides
Visionand
Direction
Builds
Teamwork
Improves
Work
Integratesthe
System
Managesall
Expectations
Develops
Professional
Curiosity
Focuseson
Organization
Energizesthe
Organization
FormsStrong
Relationships
Figure 2 Add value through interpersonal relationships and work as a whole system

Cycle Time and then Reengineering and so on and so on. Each effort fails to produce the envisioned results, and
the leadership of the organization and team members become more and more demoralized.
Unfortunately, transformation is a complex puzzle and usually has many pieces in the form of new methods. A
new method can be described as an attempt to change something. Not only do new methods differ widely in
purpose and form, the correct combination of new methods must be present to provide the needed tools and
knowledge to successfully transform and sustain that transformation.
Difficulties arise from two directions as organizations try to transform. When there are several groups helping
with the transformation and none of them are working together, team members can be highly frustrated with the
conflicting messages and the transformation effort often delivers poor results. When there are not enough pieces
to the puzzle present and the transformation is dependent on one process while lacking some key tools to help
create the new community, the process often delivers poor results. Clearly there is has to be a better way.
Carefully selecting the new methods and then integrating them together into one harmonious approach can
deliver the results envisioned.
Rarely do we applaud the government for providing insights to the private sector. However, when it comes to
the concept of community planning and development, the private sector can gain some insights. If an
organization viewed as a community, then community planning and development becomes the driving force
behind the fulfillment of the organization envisioned. It is a fully integrated function where each piece is
carefully selected not only for its own value but also for its ability to support and develop the community as an
integrated whole. If the transformation process is designed and integrated early, the need to intervene in the
transformation process later will be less likely to create integration of already introduced new methods. This is
where the power of Community Planning comes in. It is by design, but not always in application, an integrated
transformation approach to the community. To have the process work effectively, there are several key roles that
must be played. To create an integrated transformation process designed from the start to be integrated, the key
roles must be clearly defined. Each player involved in the transformation must be carefully selected to ensure his
or her willingness to work in the team.
Roles that must be played
Whether or not an organization is forming or transforming, there should be a Community Development Team6
.
This group can play several roles in the transformation process. One role is the role of the steering committee.
The steering committee oversees the transformation process and makes sure it is creating the results envisioned.
The next two roles, prime contractor and general contractor, can be played by the Community Development
Team or an outside company can be selected to fulfill one or both of these roles. The assignment of these roles is
extremely important if the organization is designing an integrated transformation or formation from the
beginning. Bringing in an outside company to fulfill the role of the prime or general contractor for the
transformation effort is less common. When an organization’s steering committee fulfills this role, it may want
to team with someone with strong experience in orchestrating a complete change effort. It is almost always the
case that if well into the transformation, the Community Development Team will want to play these roles. The
effort of defining roles in a process is equally important to who will play the specific roles. If the Community
Development Team wishes to have an outside organization be responsible for the orchestration and design of the
transformation process, it is responsible for selecting the company that is to play the part of the prime
contractor7
or if the Community Development Team is going to play the part of the prime contractor, it will
6
In organizations that are transforming, this body is quite often the Quality Council or in our terminology, the Value
Council. Ideally, the leadership team in the organization would play this role and in a greenfield project (a start up) this is
the way to best set up the process. Only if the leadership team is fully modeling the vision of the transformation, can they
effectively act as the Value Council. As the firm matures and the behaviors mature, the need for a Value Council will
generally diminish.
7
The prime contractor in a project is a legal representative of the owner. The prime contractor can represent the owner
legally in negotiations, project selection and in design.

select a general contractor8
. In many cases, the role of the prime and general contractor will be the same. To
have a fully integrated process, these roles must be defined and fulfilled. If these roles are well played, the
pieces of the transformation are selected and analyzed for their compatibility and their willingness to work
together for the good of the organizational community with the net result being a fully integrated transformation
effort.
The two different approaches to organizational transformation are similar to processes used in construction
where the roles of prime and general contractor are well understood. One approach is to design the project with
an architect, estimate the cost and then bid and select the general contractor that says he or she can bring in the
project as designed and at the price estimated9
. In this process, the contracting organization receives no input
from the contractor that is building the project. And, the general contractor’s prime interest is how to keep the
customer happy while trying to figure out any way possible to make money from the low bid given for the
contract. The outcome is often cost overruns, unexpected changes to the project and a lack of integration in the
project. The end result can be a very unhappy customer.
It takes a very good contractor to balance the interests of the customer and make money using this approach.
Some organizations believe that this is the only way it is done and accept the aggravation and frustration that
comes from this type of project. Many organizations that move into organizational transformation use a similar
approach but it can be even less integrated since they have not selected a general contractor to control the
project. This would be similar to hiring a series of sub-contractors all designing and implementing pieces of a
plan without the leadership of the general contractor. There would be conflicts, timing would be off, different
pieces would not work together and the project would most likely deliver poor results.
There is an alternative. It is one that many organizations involved in construction use and is similar to the
approach being explored here. In this approach, the transformation is based on a design build approach10
. A
design build approach to a project is based on a partnership between the contracting company and the prime or
general contractor who is intimately involved in the design of the project as a whole. In this process, there is
someone responsible for an integrated design and orchestration of the transformation of the community. This
will help the organization get the results it envisions.
Design Build Team
When selecting a consulting company to act as the prime or general contractor or when selecting a consulting
company to work in partnership with the steering committee in the organization, it is critical that the consulting
company is willing and able to work closely with the organization. A true strategic partnership is formed. The
contractor’s role is elevated to the position of helping design and implement the whole transformation process.
The company must understand the need for integrating the transformational process and have the integration
tools necessary for the process. All parties participating in the customer’s organization must come together to
understand the whole process. Any company may want or be able to fill this role for the customer.
Pecos River Learning Centers and the John Inman and Associates / Olympic Performance, Inc. strategic
partnership have created tools and concepts designed to support the design build process as presented in this
paper. Creating Strategic Business Partnerships11
is Pecos’ process for bringing together into partnerships the
different players that want to play the game together.
8
The general contractor manages the project on a day to day basis and reports to the prime contractor or to the owner.
Often the design function reports to the general contractor if the design does not report to the prime contractor.
9
The process is similar to the process of building to specification.
10
Design build is the construction equivalent to manufacturing to target. This is a quality approach to production and
reduces costs and improves quality. Producing to target is the key underlying concept that the Quality movement is based
upon.
11 Creating Strategic Business Partnerships is a process developed by Pecos River Learning Centers to bring key customers
and suppliers together in a facilitated 4 day partnering process with the outcome a long term strategic partnership. This
forms the foundation of the similar process that will be outlined for a transformation team.

The key role of Pecos is as one of the sub-contractors in the transformation process. The John Inman and
Associates/Olympic Performance, Inc. strategic partnership also plays a key role as a subcontractor. They can
also act as a prime or general contractor or in partnership to design the transformation process. They use an
integration tool for the transformation process based on the groundbreaking process of Concerns Based Change
developed by Ron Sarazin of Olympic Performance, Inc.12
.
The team made up of Pecos, John Inman and Associates and Olympic Performance is working to help change
the way organizations transform. As customer organizations explore integrating the transformation of their
organizational communities, Pecos or the John Inman and Associates/Olympic Performance team13
or
combinations of the above can help them understand how this process aids the transformation process. As
members of the design build team, these organizations would be available to help design the transformation and
select consulting organizations willing to work in a team to create the integrated transformation of the customer
organizational community.
Necessary Pieces to the Transformation Puzzle
There are key elements that must be in place to insure that the transformation is not only successful but will be
sustained. An organization involved in transformation may not know what pieces are necessary and very well
might leave key pieces out or duplicate new methods from different vendors. Not only being able to integrate the
new methods involved in the transformation but being able to choose the correct mix of new methods for the
organization is the prerequisite to a successful and sustainable transformation.
When an organization explores using a new method to make changes to the organizational community, that
method will have an impact on the work the individuals and teams are performing. To fully understand where a
new method fits into work as a whole system, it is first necessary to understand the different types of work in the
organization that support the delivery of value to the customers of the organization. These types of work must be
understood and managed to insure the expected value is delivered to the customer. They are added to the flow
chart describing how value is managed and improved. (See Figure 3.)
There are four types of work within the organizational community. Each is important and plays a role in
delivering value to the customer. Work is performed through tasks, projects and processes. Each type of work
delivers a different type of value. The work involved in the delivery of the product or service is the main value
the organizational community was created to deliver. Organizations usually have become proficient at managing
the work involved in the delivery of value to the customer. They usually have not, however, done a very good
job of managing how to improve that work. This is where development work comes into the picture.
Development work involves producing future value for the organization. This is what new methods are designed
to do. Virtually all of the work involved in transforming an organizational community falls within the area of
creating future value. This is the place where the integration of new methods is often the weakest. Recovery
work is performed as a whole system and is designed to recover value lost in the delivery of the product to the
customer. Lost value is usually due to information, products or services delivered to the customer that does not
meet his or her expectations. If you ask most managers where they spend the majority
12
Concerns Based Change is a key process to integrate the transformation puzzle and has been developed by Ron Sarazin of
Olympic Performance, Inc.
13
John Inman and Ron Sarazin have formed a strong strategic partnership and work closely on many projects integrating
their different but complementary services. Consider the partnership as one organization for this work.

of their time, they often will say it is in recovering value lost in the delivery of value to the customer. Support
work often falls into the type of work created by staff functions such as accounting or legal. Figure 4 more
clearly pictures how these different types of work and the value they deliver relate to each other and are an
integral part of delivering value to the customer and society as a whole. Each of the following pieces of the
puzzle is necessary to produce the future value needed to create the envisioned organizational community. Each
consulting company providing new methods for the transformation of the organizational community provides a
critical piece that falls within one of the sections below. After all of the consulting firms are selected, their
ability and willingness to work together as a team is critical to the integrated transformation effort. The
following sections are not presented in an absolute order; however, they are loosely separated into a section on
business strategy and one on cultural strategy. Again, both strategies are critical to the success of the
transformation and must be fully integrated.
Business Strategy
Senior Management Team
The senior management team must be a very visible part of the transformation process. It is critical that this
team is fully on board, not just paying lip service. Behaviors must shift or the rest of the team members will
sense a lack of integrity on the part of their leadership team and become cynical and disillusioned. The team
Value
Interpersonal Relationships
Understand
(Manage)
work as a Whole System
Improve
(Lead)
Decisions Based
on Value Targets
Contributor
Competencies
Leadership
Competencies
Understand
(Manage)
Improve
(Lead)
Streamlining
Engineering
Reengineering
Positioning
Repositioning
Control
Inspires
Through
Example
Creates
Opportunities
toLearnand
Improve
Provides
Visionand
Direction
Builds
Teamwork
Improves
Work
Integratesthe
System
Managesall
Expectations
Develops
Professional
Curiosity
Focuseson
Organization
Energizesthe
Organization
FormsStrong
Relationships
Tasks
Projects
Processes
Tasks
Projects
Processes
Tasks
Projects
Processes
Tasks
Projects
Processes
Development
Work
Recovery
Work
Delivery
Work
Support
Work
Figure 3 Delivering value in an integrated model

must be committed to do what it
takes, or changes must be made
in the team. The concept that best
describes this is modeling. The
leadership team must model the
behaviors that support the
transformation into the new
organizational community. Up
front assessments using the
L.E.A.P. assessment tool are an
invaluable way to get a reading
on the leadership’s readiness to
transform. This will provide for
early intervention that will pay
large dividends once the process
is initiated.
Assessment of
Organizational Community
Before the process is started,
assessment of the state of the
organizational community is
necessary. There are many types
of assessment that can be
integrated into the transformation to help define the types of intervention that will be best suited to achieve the
results envisioned. We will explore a couple of types here. It is important that assessment be only a part of the
full gap analysis where the prime or general contractor helps the organization define what it envisions as the end
result and then use the assessment tools to help define the gap.
Customer survey
Internal and external customer surveys and supplier surveys are important pieces in discovering how the most
important people to the organization view the organizational community. The information gained from these
assessments will provide an important contribution to the understanding of the community and its transformation
needs.
Individual and Team Assessment
There are style assessment tools, team assessment tools, assessments done by the individuals and 360-degree
assessments of individuals. Working under the assumption that an individuals inherent style is far less important
than the expressed behavior the individual exhibits, the 360-degree assessment tools are very powerful to assess
how an individual is perceived in the organization. The new Pecos Interpersonal Style14
assessment tool is used
to assess expressed behavior and could be used in this process. Leadership Excellence Acceleration Program or
L.E.A.P.15
was developed by Ron Sarazin of Olympic Performance Inc. and designed to assess the competencies
necessary to lead in an Empowered Organizational Community. Training is available to directly address the gaps
for the leadership team members.
One quick note on leadership. There is a lot of discussion centered around leadership, what leadership is and
who has the right definition of leadership. These discussions are not well founded, as there is not one definition
14
A new assessment tool developed by Pecos River Learning Centers for assessing how peers, customers and superiors
view the interpersonal style of the individual compared with the way the individual views him or herself.
15
This product was first released under the name of Management 2000 by Olympic Performance, Inc. and is now in the
process of being renamed with a strong possibility of L.E.A.P. as a name. It is the only assessment tool of its type that we
know of that specifically address leadership competencies needed to lead in an Empowered Organizational Community.
Delivery WorkValue in Value out CustomerSuppliers
Support Work
Support Value
Recovery Work
Development
Work
Future Value
Recovery Value
Whole systems approach
Figure 4 Whole systems approach for value delivery

of leadership that is correct, there are a variety of styles of leadership. Since a style cannot be right or wrong, the
discussion then turns to what styles achieve the results envisioned in an Empowered Organizational Community.
The style of leadership assessed in L.E.A.P. is quite consistent with the Pecos concepts. Since the assessment
tool is designed to be customized to specific types of organizational communities, different competencies can be
defined and assessed as needed. To see how these competencies fit in the whole-integrated process of delivering
value, please refer to the flow chart in Figure 5.
Strategic Planning
The basic function of the strategic planning process is to create an action plan with specific tactics defined for
team members who address closing the gap between the vision and the current situation. Because of the
importance of this strategic planning, if the organization does not have strong expertise in this area, it should
bring in outside help to ensure the plan is effective and helps them achieve their objectives. There are two
distinct pieces of the strategic plan.
Strategic Business Planning
The strategic business plan specifically defines organizational objectives and sets out the process to achieve
those objectives. Within this plan, specific processes may be targeted for improvement. The plan should be an
implementation tool for the value improvement efforts in the organizational community. Financial forecasting is
an important part. It is critical to break the plan down to the individual roles and tasks so every team member
will feel he or she is taking an active role in the implementation of the plan.
Strategic Marketing Planning
A strategic marketing plan may be done as a standalone project or it can be an integral part of the strategic
business planning process. Marketing processes and improvement plans are defined for transformation, always
keeping in mind that the sales and marketing functions of the organization span all departments of the
community, must integrate all marketing functions, and provide a consistent image to the external customer or
customer within a specific market segment. External help in this process can be very beneficial.
Quality Consulting
Transformation should include some form of Quality process consulting. The specific process chosen is far less
important than the consulting organization’s willingness to commit to integrating its concepts and materials with
the other pieces in the puzzle. Total Cost of Quality, Total Maintenance Productivity, Total Cycle Time, Total
Quality Management, World Class Manufacturing, Statistical Process Control, Total Quality Service,
Reengineering and ISO 9000 or any of the other similar Quality control processes can be helpful. Working as a
team in strategic partnership, John Inman and Associates and Olympic Performance, Inc., bring all of these and
other Quality processes to our organizational communities. Again, the key is the willingness to integrate the
transformation team, not the specific approach. This partnership has developed an approach that is totally
consistent with the Pecos approach and fully integrates into this critical process; it is called Total Value
Management16
.
Total Value Management
Total Value Management (TVM) improves the organization because it addresses value improvement starting
with the individual, then teams, and then works out through the organizational community to the customers. As
referenced above in Figure 2, TVM is an approach that works well in all types of organizations. In TVM we use
all of the classic Quality improvement tools and concepts when needed as well as key tools and concepts
designed to build value to all relationships both inside and outside of the organizational community. Two tools
16
The label Total Value Management first came from one of John Inman’s customers, Hart Crowser, a large environmental
engineering firm based in Seattle, Washington. The CEO, John Crowser, didn’t feel that Quality as a concept fit their
organization and coined the term TVM. John Inman’s work with Hart Crowser has allowed him to develop the concept of
Total Value Management. Now with Ron Sarazin and the Pecos team, is developing an exciting new model upon which
integrating the organizational community is based.

in particular are critical to the TVM process of relationship improvement. The development of value targets17
is
the first tool. Value targets serve several functions in the transformation process. First, the senior management
team is forced, in a facilitated format, to come to agreement on the most critical management issues for the
organization. Value targets are developed from the key management issues of the organization, the key result
areas for the organization. The statement of what is most important to be considered when making decisions
from a senior management team perspective is critical for the organization. These will be the issues that will
serve as the criteria for all decisions made in the organization. The targets help everyone in the organization
make decisions that are in the best interests of the organization. Each person has the same criterion which to
base his or her decisions. This builds consistency into the decision making process and the value delivered to the
customer. The Value Targets become a key tool in driving fear out of the delegation process both for the
manager delegating and the team member receiving the delegation. Finally, a basic understanding of target vs.
spec may be one of the most powerful pieces of this integrated transformation process. A target is absolute and
drives the individuals in the organization to ask two key questions if the bulls eye is missed. “What resources do
I need to add to make sure I hit the target next time?” and “What roadblocks (barriers) do I need to remove to
make sure I hit the target next time?” Basically, if one misses the bulls eye, the question is “Why?”. If a spec
was, 95% of our customers must be satisfied, there would never be an incentive to ask how to make the other 5%
satisfied. Targets instill in individual players the concept that what is is not good enough; it can always be better.
We need to drive to target. Developing internal customer relations has been an excellent tool for transforming
relationships within organizations. In Managing Expectations18
, one of the Value Targets is almost always
“100% Customer Satisfaction”. Using the Managing Expectations model can ensure high degrees of customer
satisfaction both inside and outside the organization.
The value targets for Hart Crowser follow as an example. In the case of Hart Crowser, they choose to write a
clarifying paragraph following each value target to make sure everyone in the organization had the same vision
of what it meant to drive to that value target.
VALUE TARGETS
HART CROWSER
SEATTLE, WASHINGTON
1) 100% Client Satisfaction
Where client satisfaction -- the most important value target -- is defined as adding client-perceived
value to all relationships inside and outside the organization by meeting or exceeding client
expectations in a cost-effective manner. Value can be added by: probing to determine client needs
and expectations regarding scope, schedule, and cost; negotiating agreement among the available
options; and then ensuring that all commitments are met.
17
John Inman developed the concept of Value Targets and this model has been a strong tool in driving variability out of the
decision making process as well as driving fear out of the delegation process both for the person delegating and the
person receiving the delegation. The original model John created was called “Drive to Target: Building Integrity into
Organizations”. The integrity model is founded on the belief that defining what the organization should look like and act
like then bringing behaviors in line with that vision builds integrity into the organization.
18
John Inman developed the model of Managing Expectations in his work in internal customer relations. It builds high
levels of customer satisfaction both inside and outside the organization. His work has always followed a quote by Larry
Wilson; “You can not give away what you don’t own, any more than you can come from where you haven’t been.”
Develop high levels of customer satisfaction within the organizational community, and outside customer relations will
improve dramatically.

2) Reward the Pursuit of the Best
Interests of Hart Crowser as a
Whole
Where the best interests
of Hart Crowser are
embodied in the
Unifying Principles,
strategic direction,
business plan, and
budget, and
recognizing and
rewarding those who
promote the interest in
the organization as a
whole, rather than serve
the self interest of
individuals, groups,
divisions, or regional
offices.
3) Eliminate Waste and Rework
by Doing the Job Right the First
Time
Where all team
members take the
appropriate amount of
time to do the job right
and accept personal
responsibility, and
continuously seek and promote opportunities, for eliminating waste and rework through sufficient
planning and personal endeavor.
4) Make Decisions at the Lowest Responsible Level
Where delegation to the lowest responsible and appropriate level empowers individuals and
facilitates teamwork, participation, and ownership of the decisions being make.
5) Optimize Return on Investment
Where optimization of return on investment balances Hart Crowser's risks and rewards.
Cultural Strategy
Human Relations and Development
HR or HRD must be a key player in the total transformation effort. Many times the HR professionals within an
organization feel threatened by external consulting firms, particularly when departments bypass the HR
department. In an integrated transformation, no process can proceed without all of the integration team members
being part of the decision. In organizations where HR feels alienated, there may be an opportunity to have them
play a major role in orchestrating transformation from inside the community. And, there may be a role for
external HR consultants, particularly if the transformation project is a greenfield project. Outside help is also
beneficial when legal issues are at stake.
Wage and Benefit
This is one of the most difficult and most important pieces of the puzzle. More often than not, the rewards in an
organizational community do not match the expected behaviors. It is critical to make sure that high quality
Value Target
-3 -2 -1 0 1 2 3
68.26%
95.44%
99.73%
Figure 5 Value Target: Drive to Target

advice is available in this arena. A poorly designed program can be a major roadblock to the transformation
process where a well-designed program can be a catalyst to transformation. Work in this area should be
considered as a very early piece of the transformation puzzle.
Hard Skills Training
Task training is always an important part of the transformation effort. This is almost always skill based training.
It can be done either in-house or outside trainers can be brought in. The training can be broken down into two
distinct categories. Technical training to teach technical task improvement (an example might be classes on how
to operate equipment better); and general skill training (project management classes, problem solving and
decision making classes or time management classes). Again, the key is to make sure that the language and
concepts taught in the hard skills training integrate with the other pieces of the transformation puzzle. This is an
area where integration is very important but may be overlooked.
Soft Skills Training
Soft skills’ training generally falls within the label of relationship building. Communication classes, conflict
resolution classes, management classes, leadership training and team building training are common examples.
Much of this training can be done in-house or provided along with other types of intervention or packaged as a
stand-alone module. Again, integration is the most important factor when selecting this type of training.
Building Capabilities into the Organization
Providing organizations with knowledge and skills is not enough in our world of permanent white water. Change
is happening so fast that the context which our knowledge and skills fit into is more important than the
knowledge or skills. To change the results in our organizational community, we must change the road map on
which we are basing the journey. This has everything to do with building capabilities. The Pecos Process helps
team members let go of old road maps and think differently. It enables team members to embrace change as an
opportunity rather than a threat and builds learning, growing organizational communities where team members
make better decisions and create better relationships. With the rate of change accelerating, the organizational
community cannot afford the luxury of changing at a slow comfortable pace. One of the key reasons that the
Pecos Process is able to get results faster is that Pecos takes team members off site and has them work in
situations of perceived risk, making on site changes much easier and less risky for the team members.
Integration of the Puzzle Pieces
Ideally we would have an opportunity to work with an organization in formation or at least in the first stage of
transformation. If we are brought in early and selected as a prime or general contractor the community
development team is then assembled. This team includes all of the companies that supply pieces of the puzzle.
These companies must be carefully interviewed and screened and selected before the process of transformation
is initiated. If we find that our involvement is accepted further along in the process of transformation, which is
far more likely, we also have effective tools to use to integrate the transformation process. This is why we have
two different tools to insure that integration can take place, regardless of where in the process of transformation
the organization is. Each player providing new methods to the transformation process is supplying future value
and we now must make sure that the future value of that new method is maximized. Anything less than 100%
should be viewed as an opportunity to improve.
As earlier mentioned the two tools we are going to use for integration include an altered Pecos Process based on
Building Strategic Business Relationships and the Olympic Performance, Inc., process of Concerns Based
Change. Both of these processes are presented in detail following this section. The effectiveness of each tool
depends on when in the transformation process an organization is ready for intervention and if it is willing to use
these highly effective tools. Once an organization is ready to work with us, it will have an opportunity to
experience a well orchestrated and effective transformation to the organizational community it envisions. This
process can be used successfully with units of organizations as well. The smallest size will be determined by the
operating independence of the group and its size. If the group is too small, the cost would not justify the process.

Figure 6 provides a clear look at the two tools and when in the transformation process they can be best utilized.
Please note that the graph is only a representation of what we believe to be the best times to infuse one of these
tools. Each organizational community must be viewed individually and analyzed to clarify when the use of these
tools would be in its best interest. The graph also does not represent any other Pecos Processes. We find that the
process of creating capabilities in an organization can be utilized before the transformation process is initiated or
after the transformation process is completed.
Integration Tools
Creating Strategic Business Partnerships19
Integrating: Creating Strategic Business Partnerships is a four-day advanced program designed for the
Community Development Team to attend together with the intent of developing an integrated transformation
action plan for the customer’s organizational community. The process is designed to forge new and powerful
ways to work together in a partnership with the outcomes being a team dedicated to the customers and
successful transformation to a new organizational community.
The outcomes for the customer organization and the customers’ partners are:
 A team dedicated to work together to create an effective transformation to the organizational
community envisioned.
 Partnerships with companies dedicated to work together rather than promote only their
approach.
 The benefit of a powerful team, selected for its expertise and willingness to partner. The
cooperation of this team will produce far better action plans for transformation.
 Create new and more effective ways of doing business together that drive costs out of the
system and result in long-term growth for each member of the partnership.
 Establish a foundation for mutual growth and development in a climate characterized by trust
and continuous improvement.
 Realign each organization in order to create the organizational linkage to support, grow,
sustain, and elevate the partnership.
 Develop an action plan and map the path forward in order to insure the success of the
transformation of the customer organizational community.
The program incorporates outdoor learning activities that allow each of the participants to actually experience
the key elements of a business partnership. Pecos provides the process tools needed for the participants to
develop a “new” way to do business together during the four-day program. Participants in the Integrating:
Creating Strategic Business Partnerships program leave with specific action plans and definition of the critical
next steps to begin the process of integration for the customer organization.

19
This process is based in total on the process designed by Pecos River Learning Centers to build strategic partnerships
between key customers and suppliers. We have adapted to process to be used as a powerful tool in the transformation of
organizational communities. If used early in the transformation process, this tool will ensure integration of the
transformation process from the beginning.

100%
o
Probability of useful intervention
%CompletionofOrganizationalTransformation100%
CreatingStrategicBusinessPartnerships
GrayfieldGreenfield
FormationTransformation
Ifanorganizationwillbringus
inearly,wehavean
opportunitytotrulycreatea
totallyintegrated
transformationprocessorifthe
organizationisastart-up,a
totallyintegratedformation
process
Thefurtherintothe
transformationprocess
anorganizationhas
progressed,themore
reactivetheintegration
processwillbe
ProactiveReactive
Successof
interventionusing
thisprocessdepends
oncooperation
(egos)ofconsulting
firmsinvolved
Thecloserto
successful
transformationan
organizationis,the
lesstheywillneedthis
typeofintervention
SuccessfulUseofIntegrationTools
ConcernsBasedChange
Figure 6 Successful Use of Integration Tools

Creating strategic partnerships is clearly emerging as the preeminent business strategy for integrating diverse
organizations into a powerful new team dedicated to the long-term growth and benefit of each team member.
Working in a strategic partnership requires a context shift from thinking about interactions with the
organizations involved in the transformation as a series of random activities or “transactions” to thinking about
how to build a series of interconnected long-term relationships. Stated another way, the contextual shift requires
a change in the mind-set from simply “doing business with other organizations” to “being in business with other
organizations.” Pecos River Learning Centers believes this shift can be accelerated by facilitating, as a third
party, the movement toward a new “strategic partnering mind-set.”
Technologies and Process Tools for Developing a Partnering Mind-set
A principal focus of the Pecos Strategic Partnering Process is to cement the partnership by obtaining the
endorsement by all parties of a set of shared values, a shared vision, and shared behavioral paradigms. The
Pecos T.A.S.T.E. model, introduced and practiced throughout our programs, provides a set of values (Truth,
Accountability, Support, Trust and Energy) which can form a common foundation for the strategic development
of the partnership.
The process Pecos uses to build adherence to the common values can be described as experiential learning. It is
based on the premise that we learn best by doing and that people are not more successful because they’ve had
more experience but because they have learned more from their experience. Experience-based learning is a
powerful method that acts as a catalyst for a longer process of learning and assimilation. The outdoor day
provides participants with “a visceral vision” of the power and exhilaration of operating together optimally as a
team bonded by positive commitment and shared values.
Process Tools for Developing The Strategic Partnering Opportunity
The team is led through a facilitated visioning process to plan the partnership’s immediate and long-term
developmental strategy and goals. They use a Seven-Step Strategic Process to identify and address barriers to
the partnership vision and new ways to break them down, as well as invent new ways to work together and
develop processes and procedures that will support the partnership.
 Situation Analysis: Participants identify the partnership team’s present internal strengths and weaknesses
and the external opportunities and threats that affect its strategies for the future.
 Issues/Implications: The group addresses the present implications of the information synthesized in the
first step and the implications of a future in which strengths, weaknesses, opportunities and threats change
or do not change.
 Future Perfect Scenario: The team begins to create a vision of how it wants to work together in its optimal
future. Its vision of the “Future Perfect” strategic partnership is created from several different perspectives:
as seen by the customer organization; as seen by each of the participants, as seen by the whole partnership
team.
 Key Strategic Initiatives: The group explores the strategic initiatives that will need to be implemented in
order to achieve the vision. They prioritize, consolidate, integrate and clarify until consensus is reached on
ten key initiatives.
Partnership Opportunity Profile (POP) Analysis: Using Pecos’ proprietary computerized TeamWorxsm
process, the team is led through a prioritization process which weighs current performance in each of the
key strategic areas against its importance to the formation of the ideal strategic partnership. The result is a
Partnership Opportunity Profile that rapidly and objectively reveals the optimal course of action and
principal opportunities for improvement.

TeamWorxsm
is a collaborative computer application that allows information to be gathered from large
or small groups of people quickly and easily. Using remote-controlled keypads, TeamWorxsm
permits
the group to rapidly reach consensus and make decisions without friction or discord. Anonymous
electronic polling of participants automatically eliminates the influence of trufdom, internal
competition and egos to facilitate rapid, truthful (uninhibited) communication. The results of the
polling are displayed instantly in several graphic formats, including an “Opportunity Map” that visually
summarizes the most important courses of action to be taken by the group. (See Figure 7.)
 Tactical Assignments: Project teams are formed and the group sorts through a structured process to
establish roles, responsibilities, timelines and budgets for the implementation of the customers’
organizational transformation.
 Measure, Monitor, Improve: The team develops an evaluation strategy that details measurement and
monitoring of results, collection of feedback, continuous improvement and contingency plans.
Concerns Based Change20
Change and New Methods
Total Value Management is about understanding and improvement. In the end, better outcomes for the
organization are expected. Those outcomes come in the form of new methods. New methods must be adopted to
be useful. Too many companies attempting Total Quality Management or other major programs fail to
implement the new methods and thereby fail to gain value from their investment.
20
This section is condensed from a book in progress authored by Ron Sarazin of Olympic Performance, Inc. The book is a
text on the full concept of TVM and Concerns Based Change is the integration tool outlined in his book.
0 1 2 3 4 5 6 7 8 9 10
Opportunities Strengths
Who Cares? Nice to do
Performance
Opportunity Map
Value
P=1
S=8
P=2
S=2
P=3
S=3
P=4
S=2
P=7
S=2
P=5
S=1
P=6
S=7
P=8
S=6
P=9
S=4
P=10
S=7
P=11
S=2
P=12
S=4
P= Priority 1 through n
S= Strength 1 through 10
Figure 7 Opportunity Map

Adoption of new methods is not easy. The best solutions to problems may never be adopted if the people that
“own” those problems do not understand the solutions, believe the solutions will not work, or believe the
solutions will lead to other problems more personally significant than the current problem. In fact, the concerns
individuals worry about determine their desire and ability to adopt new methods. Regardless of from where new
methods derive, the concerns of those individuals that will adopt them must be addressed before adoption will
occur.
In the early 1960s, a well-designed but controversial new method of teaching mathematics was federally
mandated in the United States. “New math,” as it was called, became the required teaching approach to
mathematics, based on studies that showed this approach as providing superior educational outcomes for
students.
New math failed. Teachers refused to use it; students didn’t seem to be able to learn from it, and eventually the
entire program was withdrawn.
The United States government later commissioned research to determine what went wrong with the new math
program. The broader question became: “how do schools go through the process of change?”
The result of the study has been documented in many articles and books, all of which focus on change in the
academic setting. With permission of the primary researchers, Hord, Rutherford, Huling-Austin, and Hall, we
have adapted findings from the original research to the adoption of new methods in the work setting21
. Many of
the conclusions and methods presented in this discussion derive from the commissioned research.
The easiest change that occurs is when the individual or individuals that must adopt the change also create the
new method that is to be adopted. For the same reasons, a precept of Total Value Management is employee
involvement. In order to speed and ensure the adoption of improvements, we are encouraged to have the
affected employees participate in generating the solutions. By doing so, they feel ownership of the solutions and
have full understanding of what the solutions entail. Further, during the improvement process itself, they have
the opportunity to influence it so that they will personally benefit or at minimum be protected from negative
side-affects.
Not all employees can be involved in every improvement effort that will affect them, however, and not every
new method that must be adopted comes from Total Value Management improvement efforts. New technology,
marketplace changes, and evolving concepts are just a few of the sources of change we experience in the
business setting.
One particularly troublesome event points out another aspect of the difficulty of change. An employee attends a
seminar and returns to the work place enlightened with new ideas and the desire to make changes.
Unfortunately, however, nothing ever changes. The employee might attempt a few things, present the ideas to
others, and perhaps persist in pursuit of the changes for a period, only to find eventually that the way things were
is the way things are going to stay. The system remains fixed.
The desire for change can only take place at the individual level, but enough individuals must desire that change
for it to become a reality. A critical mass of individuals must want the change before the team will re-focus how
it does the work and thus modify the system as a whole. Unless that critical mass exists, there will be more force
for the system not to change than force for it to change.
Change is a process, not an event. New methods are not instantaneously adopted. Instead, they are considered,
perhaps tried, refined, made into habit, and possibly evolved. As change takes place in an organization, all of
these alternatives may simultaneously be taking place. Someone might refuse the new method while someone
else has already moved to make it a habit. Someone else might be busy evolving the new method into yet
another new method. The grand sum could be chaos if not properly facilitated. Unless a critical mass of adoption
evolves, the system will most likely remain largely as it was before the change attempt, and the new method will
eventually be lost.
21
Hord, Rutherford, Huling-Austin, Hall, Taking Charge of Change, (Virginia: ASCD, 1987)

Change is a highly personal experience. We must understand the change and believe it to be helpful, or at least
not threatening, to us as an individual. We must also believe it to have some benefit to the work we do and be at
least acceptable to others on our team (or teams, as the case might be). We have to understand the change in
concrete, practical terms. We must have a basic knowledge of the mechanics of the new method and how to
utilize it before we will try it. We must also believe that we can expand that basic knowledge into a working
knowledge. This requires us to grow in order to adopt the change. Existing habits and possibly existing beliefs
must be altered. We are forced outside of our comfort zone as we attempt to incorporate the new method into
our work.
New methods seldom come one at a time. In the work of Total Value Management, there is often the new
method of teams, the new method of work improvement, and the new methods that derive from the improvement
efforts that might all be focused on an individual at once. That same individual might also be facing changes in
the computer software he or she is using and at the same time be expected to learn how to manage projects. That
individual may also attend a personal growth seminar and a technical seminar and be expected to invest what
they have learned in their work.
The number of new methods simultaneously thrust upon an individual at any given time is much larger today
than at any time in history. Enhanced global communications have made us aware of new ideas that often
translate into new methods. At the same time, competition is becoming global in nature, or at least significantly
expanded from the local competition of the past. This expanding awareness and expanding competition requires
us to change at faster and faster rates, thus learning how to adopt multiple new methods simultaneously.
Much has been written about the “learning organization.” At root, the “learning organization” is the organization
that has learned how to adopt multiple new methods simultaneously, while continuing to provide valued
products and services to the marketplace. Learning organizations have learned how to address the concerns of
individuals so that work as a whole system is fundamentally altered to adopt the new methods. They have
learned how to align and harmonize all the change in the organization to create valuable contributions.
Integrated Adoption of Change
Change just happens. Events occur that cause change. Without facilitation, however, there is no control over the
direction and speed of the change. Desired new methods may or may not be adopted if change is allowed to just
happen, which is the most typical approach organizations follow.
One of the most blunt examples of poorly managed change took place during the 1980’s in the United States and
much of Europe. Our organizational leaders reacted to emerging Japanese competition by attempting to copy
what they thought was a key to their success. Hundreds of thousands of quality control circles were formed and
given marching orders to find and implement improvement. The leaders blessed the teams into existence and
moved onto other issues. The new method of quality circles was neither well understood nor orchestrated. This
form of quality circles quickly failed and passed into history, to join many other management fads that were
implemented in similar fashion. Research has shown that new math failed for precisely the same reason:
Adoption was not managed, and concerns of the individuals expected to implement the new methods were
ignored.
There are five steps to Concerns-Based Change.
Step One: Align and Harmonize Simultaneous New Methods
Most organizations do not adopt one new method at a time. Instead, many new methods are simultaneously in
progress. Any individual within the organization may be challenged to adopt a large number of new methods at
the same time and perhaps be participating in the creation of even more.
Some of the new methods actively being adopted in the organization may conflict with other new methods or
demand so much time and attention that they overwhelm the other new methods. All new methods should be
designed to align with all other new methods. Like the conductor of an orchestra, someone needs to harmonize
all of the notes being played at any one time and establish an overall rhythm that produces valued results. This is
the prime or general contractor role in the transformation process.

Step Two: Define and Communicate the New Method
Clearly defining and communicating the new method to be adopted is critical to successful adoption. Very often,
those affected by a new method are simply told what they must do to successfully adopt an new method. This is
seldom effective. Instead, they should be provided a map of the new method that shows what it is made up of
and what variations might exist. It should also make clear what variations are acceptable and what variations are
not acceptable.
Figure 8 is an example of a portion of a New Method Description. This example is based on adoption of
statistical control charts in a production operation. Only three of many components are shown.
The components of
this new method are
as follows:
1. Using charts at
the work station
2. Reacting to out
of control data
3. Seeking root
cause
Step Three: Track
Adoption
Once a new method
has been defined,
aligned with other
new methods and
introduced into the
organization, progress should be tracked so interventions can be created to remove barriers or add resources and
increase the speed of adoption.
Each new method contains several components and it is important to analyze each variation of each component
so that the variation that is most adopted by the team members is understood and recognized. Only in this way
will the organization be able to tailor intervention to address specific variations for each component. An
assessment of the variations of each component of the new method should periodically be made.
Step Four: Evaluate Concerns
Individuals respond to new methods on the basis of their feelings of comfort, value, risk and other concerns.
Concerns determine their use. The greater their concerns, the greater their resistance to the new methods.
Operator typically
fills out charts as
the work
progresses
Operator
typically fills out
charts at the end
of each run
Operator
typically fills out
charts after each
break
Operator
typically fills out
charts at the
end of each
shift
Charts are filled
out by a clerk one or
two shifts following
the production
operation
Using charts at the work station
Reacting to out of control data
Operator
reacts
immediately by
stopping
production
Operator reacts
immediately by
alerting
supervisor;
production
continues
Operator writes
a report that is
later analyzed by
engineering
Clerk writes a
report that is
later analysed by
engineering
Seeking root cause
Operator
conducts root
cause investigation;
engineering assists
Engineering
conducts
investigation;
operator assists
Engineering
conducts
investigation;
operator
responds to
questions
Engineering
conducts
investigation;
operator is not
involved
Variations to the left are ideal, as prescribed by the development team
Variations to the right are unacceptable; variations to the left are acceptable
Figure 8 Example of New Method Description (introduction of quality control charts)

In order to stimulate progress, concerns must be addressed. Action should be taken to eliminate the concern
through education, experience, modifications to the new method, or other interventions.
Before concerns can be addressed, however, they must be understood. There are many stages of concern. For
simplicity, we have identified three primary stages.
First, an individual addresses what
the new method means to him or
herself. Self is the first concern. Once
satisfied that they will prosper or at
least not be hurt by the new method,
their attention switches to addressing
what the new method will mean to
their work. Task is the second
concern. Finally, they will address
what the new method means to the
results of their work which is Impact;
the third concern.
Figure 10 is an example “Concerns
Profile” developed from the
questionnaire. In this profile note the
intensity of the individuals concern
on each of the 6 stages of concern
from the model in Figure 9. From this information, an accurate response can be developed to address the most
critical stages of concern, either for an individual or for a team. Hall and Rutherford describe in detail how to
interpret various profiles resulting from the questionnaire22
. Most often, the detail required from the profile is
not necessary. A face-to-face individual discussion or group discussion will normally provide adequate
information to structure effective interventions.
22
ibid.
1 Self
 Awareness
 Informational
 Personal
2 Task
 Management
3 Impact
 Consequence
 Collaboration
 Refocusing
Task
Impact
Self
Figure 9 Stages of concern
0-Awareness
1-Information
2-Personal
3-Management
4-Consequence
5-Collaboration
6-Refocusing
1
2
3
4
5
6
7
8
9
10
Intensity
Figure 10 Example of a Concerns Profile

Step Five: Act to Eliminate Barriers
The fifth and final step in the integrated adoption of new methods is to act to eliminate barriers to change. These
barriers include resources, motivation, information and the concerns of the team members.
Interventions to aid adoption of the new method should take three forms. The first is the provision of needed
resources to accomplish adoption of the new method. The second is to track the new method progress and
provide motivation and information necessary to encourage the adoption of acceptable component variations.
The third is to address the concerns of the adopters so they continue to move through the stages of concern to
higher levels.
Approach
Our approach will involve three phases as follows: subjective data gathering, objective data gathering, and
analysis and delivery of recommendations. Implementation of approved recommendations will usually be a
separate project, or set of projects, probably involving not only us but some of the customer’s existing
consultants. Implementation usually will involve modifying existing efforts more than starting new efforts.
Benefits
Our experience with the management of new methods in a rapidly changing environment suggests that re-
occurring financial benefits to the organizational community will be significant due to the enhanced
coordination of the change efforts and accelerated timing. The changes the organizational community attempts
will have a higher likelihood of being realized and, in many cases will be amplified as a result of informed and
targeted management. This process permits management to manage the change effort, instead of simply
monitoring historical results and hoping for the best.
Next Steps
John Inman and Associates, Olympic Performance, Inc. or Pecos River Learning Centers, Inc. will be happy to
explain or clarify any aspects of this document. We want your feedback and reaction to what we have presented.
This topic is a subject of much dialogue and discussion to determine the application to your specific plans. We
thank you for the opportunity to share our thinking on Integrating The Organizational Community.
Our firms would be glad to offer our services for specific types of intervention as well as helping your
organizational community with integration. If you have any questions at all about the capabilities and/or services
offered by any member of our team, please do not hesitate to ask for clarification. Nothing would make us
happier than helping your organization create the organizational community you envision.
Team Capabilities
Pecos River Learning Centers, Inc.
We are a company of 300 associates dedicated to achieving long-term success for our customers by helping
them focus their human energy on business results. We create rapid, profound, and lasting change in attitude and
performance for individuals, teams, and organizations.
By using a variety of proven methodologies, including experiential learning, we transform the very nature of
business relationships: relationships within teams; relationships between managers and employees; relationships
between a company, its customers, and suppliers and even the relationships an individual has with his or her past
perceptions and limitations.

Types of Intervention
 Transformation Design and Evaluation
 Changing the Gamesm
: This is a 4-day program designed for executive management to learn the
skills that create the vision, the leadership, and the culture required to achieve your strategic
business objectives.
 LET GOsm
: To maximize the effectiveness of team building, your managers and supervisors must
learn to “let-go” and capitalize on the creative energy of the teams they lead. This 4-day leadership
program secures commitment from managers to change from a style of control management to a
style of developmental leadership necessary to lead in an Empowered Organizational Community.
 Playing to Winsm
: This is a 2 or 3 day team building program that provides a foundation for
learning and change to give your whole organization a “go for it” attitude.
 Partnering: Creating Customers for Lifesm
: Sales training for the nineties and beyond, this 5-day
intensive program leverages your two most important profit centers -- your top sales people and
your top customers.
 Partnering: Creating Strategic Business Relationshipssm
: Bring your selling team and a potential,
high-yield customer’s buying team together in the ground breaking 4-day program that forges a
true strategic partnership and benefits both organizations.
 Integrating: Creating Strategic Business Relationshipssm
: This ground breaking 4-day program
forges a strong strategic partnership with a customers transformation team to build fully integrated
organizational transformations.
 Follow-Through Programs: Organizational development often lacks follow-through. Follow-
through is a critical success factor to bring any change effort to its most positive outcome. Pecos
offers a broad range of follow-through curriculums and products that guarantee business results for
each of the above programs.
 Creating Business Resultssm
: This is a new program designed to tie together the high impact change
processes we have created with our leading edge change management tools. This process will re-
connect the work team with its high-energy experience at the breakthrough program and build a
bridge between the breakthrough experience and the day-to-day work of the team. The first 5 steps
are assessment and tool oriented and the last five sessions bring the team in line with our
T.A.S.T.E model. The program includes either the first 5 steps or all 10 steps in the program. The
steps include: 1) Introduction, 2) Customer Focus, 3) Identifying Opportunities, 4) Identifying
Solutions, 5) Creating Solutions, 6) Trusting Intentions, 7) Truthful Communications, 8)
Accountability, 9) Support, 10) Playing to Win.
 Pecos Consulting Group Services: From performance consulting and front-end assessment to
strategic business plan development and implementation to systems identification and analysis, our
experienced professionals can fulfill virtually any aspect of consulting to meet your business
results.
 Meeting Programs: Bring the high-energy team building excitement of our experiential learning
events to your next business or sales meeting. Your attendees will not only have fun -- they’ll
remember the business results your meeting was designed to produce. Our curriculum can be
customer tailored to fit your agenda, your budget, and your business and sales meetings’
objectives.
 TeamWorxsm
: An advanced group process and consulting software tool that provides an effective
method of gathering data and information in a wide variety of business applications.
A large portion of the Pecos work is designed to fit into the cultural strategy of the integrated organizational
transformation process. Some of the Pecos processes cross into the business strategy, particularly in Changing

the Gamesm
and Changing Business Resultssm
. The intent of all of the processes is to create measurable business
results for the customer’s organization.
Olympic Performance, Inc. / John Inman and Associates
We believe in the old adage: “People don’t care how much you know until they know how much you care.” We
invest a considerable amount of time up front with you so that we can truly understand what you envision as an
outcome of transformation and what your concerns are.
We specialize in providing training, consulting and assessment to help companies achieve the highest possible
level of performance. The foundation of our work is based on the integration of the organizational community
and is called Total Value Management.
We approach your organization as having individual needs, concerns, and visions. We bring the diverse
knowledge, experiences, and skills of our team to your organization and help you design the transformation that
specifically meets your needs, concerns and visions. Each intervention we help design and implement is as
individual as a finger print; the intervention becomes your process not ours. The envisioned title of our book in
process is “Learning to Fish” because we believe that you should be able to fully integrate the new methods we
offer into your organization so that they become a permanent part of your organizational community.
The types of intervention that our team offers mostly fall within the category of business strategy. We do,
however cross over into cultural strategy in our work on competencies, internal customer and mission, vision,
and values work.
Types of Intervention
 Transformation Design and Evaluation
 Prime Contracting of Transformation
 General Contracting of Transformation
 Total Value Management
 Statistical Process Control (SPC)
 ISO 9000 Certification
 World Class Manufacturing
 Total Cycle Time
 Total Productive Maintenance
 Total Quality Service
 Full-Plant Simulations
 Complex Line-Balancing
 Strategic Business Planning
 Strategic Marketing Planning
- Sales Process Design and Evaluation
 Internal Customer Training
 Mission, Vision, Values Development
 Value Target Development

 Leadership Excellence Acceleration Program, 360 degree leadership assessment tools and
training
 Executive Development and Coaching
 Management Consulting Services
 Concerns Based Change, Integrating the Transformation Process

Integrating the Organizational Community

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