Can everybody learn and grow? At what pace, and at what cost?
The head of IT for a large insurance firm seemed to be floundering after about a year on the job. Following his department’s release of a flawed systems update, the CEO had issued some commands and demands to the entire organization. The IT head followed the CEO’s behavioral example, admonishing his staff that unless certain critical operational system issues were fixed, he would be terminating his own employment.
He followed this stellar example of ineffectual leadership with a few other missteps: Based on hearsay, he registered a complaint with HR about an employee three levels down. He insisted that another employee receive a sub par rating, despite the wishes and judgment if that individual’s direct manager. It certainly seems he needs help, and is in over his head.
When I heard about this, I thought to myself, “This executive certainly could use a coach!”
But then I wondered, is coaching the answer?
It appears this IT head has lost credibility with the executive team by releasing a flawed systems update, and with the HR department by exhibiting a peculiar lack of due process and inappropriately controlling behavior. Has he made so many fundamental mistakes that he is beyond coaching? Maybe, maybe not.
Using 20/20 hindsight, it’s apparent that this executive was a prime candidate for some transition/on board coaching. Some of his thought processes and corresponding behaviors could have been questioned and challenged by a coach.
At this point, it seems that the only way he might receive coaching is by requesting it himself. There is no indication that he will.
Harvard developmental psychologist Robert Keegan, author of In Over Our Heads: The Mental Demands of Modern Life, writes persuasively about developmental change. More on this later.
One can’t help but wonder whether this IT executive first conducted an assessment of the organization inherited during the first 100 days in the role. It is extremely important to do a benchmark of the leadership and technology capabilities of the organization before embarking on any new initiatives. Providing that assessment and an action plan to the executive level, achieving flawless execution of his plan would have solidified his position. After all, first impressions are usually lasting. Providing leadership for a year, he no longer can claim honey moon status, he owns the people, the process and the technology in his organization. Trying to pin the challenges and issues on his team is of little interest to his executive colleagues. If we assume he was brought in with a set of expectations, that should have been clearly stated; one can’t help but wonder where is he against them. Losing the confidence of the executive team has placed him in a situation that will require a move back to basics, if not already too late. There is a hierarchy of business/IT needs that the information technology organization needs to satisfy before graduating to the next level. These are in rising levels of importance as it pertains to performance and accountability: Provides Reliable Operations, Manages Risk and Financials, Delivers as Promised, Efficient Delivery, Delivers Business Value, Delivers Competitive Advantage. He has obviously not made it through the first building block based on your story. What he really needs is an independent assessment of where he is at (i.e. at 360) from his executive colleagues (to help manage expectations) and from his direct reports and a select few who are recognized as “influencers” in the organization. Once he has the data, an independent perspective on the feedback and a plan of action to remedy will most likely be the only opportunity for success. The real question in my mind is whether his direct boss has the appeptite and the willingness to invest in the IT leaders future. Then he needs a tough, straight talking coach, Like you Jim to help him out.
One thing I would like to say is before purchasing more laptop or computer memory, look at the machine within which it could well be installed. In case the machine is usually running Windows XP, for instance, the memory ceiling is 3.25GB. Applying in excess of this would just constitute a waste. Make sure one’s motherboard can handle your upgrade quantity, as well. Great blog post.