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jelenafedurko.gs@gmail.com
January 2014
Copyright 2014 by Jelena Fedurko
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UDE Cloud
3
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B
Fire-fighting Cloud
B
A
RECAP
Inner Dilemma/Conflict Day-to-Day Conflict Cloud
& Organizational Interest
Cloud
Conflict Cloud
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5
We are in a DILEMMA.
The main focus is on the CONFLICT.
These conflicts are relatively easy to record. They are on the surface,
and thinking about the situation is triggered by evident contradictions.
Copyright 2014 by Jelena Fedurko
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Fire-fighting Cloud
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UDE Cloud
1
D
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Fire-fighting Cloud
1
3
B
5
A
D
The Lieutenant
breaks the rule
(check that it will put
out the fire).
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Fire-fighting Cloud
What need of the
system is jeopardized
by the fire?
The Lieutenant
breaks the rule
(check that it will put
out the fire).
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B
D
Allow the shipping
person to call the
customer
Ensure on time
shipment to the
customer
Maintain good
customer
relationships
Only Customer
Account Manager
makes all calls to the
customer
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What rule prevents
the Lieutenant from
putting out the fire?
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Fire-fighting Cloud
The sequence presented in
the Goldratt Satellite Program
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3
B
1
D
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B
5
A
A
C
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D
Allow subordinates
to disregard the rule
that prevents putting
out the fire
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A
What is the lowest
objective of the two
needs?
D
Demand that
subordinates strictly
follow the rule that
prevents putting out
the fire
C
What need of the
system is protected
by this rule?
INSTEAD OF ORIGINAL
GUIDELNES FOR D:
What rule prevents the Lieutenant
from putting out the fire?
Copyright 2014 by Jelena Fedurko
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B
Ensure on time
shipment to the
customer
Maintain good
customer
relationships
3
What need of the
system is protected
by this rule?
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UDE Cloud
UDE
ENDANGERS
What is the
common objective
achieved with both
B and C?
What other
important need
prevents you from
always taking the
action in D?
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Copyright 2014 by Jelena Fedurko
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Fire-fighting Cloud
1
5
RECAP
UDE Cloud
UDE
A
D
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GAP
The existence of the Gap means that there are some persistent problems
in our system that prevent us from closing the gap and reaching the level
of performance that is desired or expected. These reoccurring problems
are called UnDesirable Effects UDEs.
Copyright 2014 by Jelena Fedurko
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UDE X
UDE Z
UDE Y
B
4
A
2 UDE Map
UDE
UDE UDE
UDE
UDE
UDE
UDE
UDE
A
B
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Copyright
2014 Fedurko,
by Jelena
Fedurko
Jelena
Through
Clouds to Solutions,
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10 Rules
forwording
Wording UDEs
10 Rules
for
UDEs
1. It is a simple statement and it cannot contain Cause & Effect
relationship.
2. UDE is a an ongoing problem that exists in your reality because
of which you cannot perform better.
3.
4.
5.
6.
7.
8.
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Can we qualify
these
statements
as UDEs?
10 Rules
for Wording
UDEs
Statement 1: Although this would be sensible it is not possible
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Can we qualify
these
statements
as UDEs?
10 Rules
for Wording
UDEs
Statement 2: When we attempt to meet the DDP (Due Date
Performance), we incur additional cost because we have to
locally purchase SKUs.
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What is the
common
objective
achieved with
both B and C?
ENDANGERS
What action do
you take to meet
the jeopardized
need in B?
C
What other
important
need
prevents you
from always
taking the 3
action in D?
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- while consolidating
difficulties in finding a common aspect among the
consolidated entities.
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Increase sales
to new
customers
Attract more
new customers
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Why such
wording of B is
a mistake?
ENDANGERS
Increase sales
to new
customers
Attract more
new customers
This UDE is undesirable because the sales to new customers are low.
We may find it undesirable only if the desirable state is to have more sales to this
specific group new customers. UDE and B are simply a mirror reflection.
Box D adds an aspect of quantities in terms of number of new customers, which
gives more clarity of where the system wants the focus of activities of sales people
to be attracting new customers vs, for example, increasing sales/contract size
with the new customers.
B is not helpful. If B is not corrected, the only hope to get a better understanding of
the situation is if the user manages to properly surface assumptions behind B-D.
Copyright 2014 by Jelena Fedurko
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Example 2
Meet sales
targets
Sell more to
new customers
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Why such
wording of D is
a mistake?
ENDANGERS
Meet sales
targets
Sell more to
new customers
This UDE is undesirable because the sales to new customers are low.
If we want to correct something undesirable we usually take the
actions to remove it. If sales numbers from a specific group is low and
we want them higher the only action that could be done is to sell more
to this group. UDE and D are simply a mirror reflection.
Box B is good enough, as it shows a specific need to comply with the
measurements and management expectations.
Copyright 2014 by Jelena Fedurko
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ENDANGERS
D
Motivate salespeople
to put more effort
to obtain
new customers
Increase sales
to new
customers
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UDE: In the last year sales to new customers were very low.
Example 3
Why such
wording of B and
D is a mistake?
ENDANGERS
D
Motivate salespeople
to put more effort
to obtain
new customers
Increase sales
to new
customers
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What should be in B?
UDE: In the last year sales to new customers were very low.
ENDANGERS
What important
need of the system
could be
endangered by this
UDE?
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ENDANGERS
Meet sales targets a valid need of a head of the system to comply with the
measurements and management expectations.
Ensure expected contribution to the budget more of a concern about the financial
health of the whole system.
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B
Meet sales
targets
3. What other
important need
prevents you from
always taking the
action in D?
Do aggressive
advertising
?
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B
Meet sales
targets
D
Do aggressive
advertising
TO DO THIS IS WRONG!
C
It increases
our expenses
BECAUSE the resulting answer will give the wording
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Use the
phrase
We cannot
always do D,
BECAUSE
WE MUST
B
Meet sales
targets
Do aggressive
advertising
It increases
our expenses
OR
Insufficient
response
to advertising
C
Control cost
Spend money
sensibly
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Typical signals of
putting in C a
perceived negative
outcome of D:
-
no verb in the
wording;
a full sentence
starting with we
will, we may, it
increases, it
will, it may
Jelena
Fedurko
TOC experience as a
Webinar Series_2014_Part1
jelenafedurko.gs@gmail.com
www.toc-strategicsolutions.com
www.tocpractice.com
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