No Theory. .
.No Learning: A Requisite for Real Change!
By Rick Tate
(Rick is a highly regarded expert in the world of customer service.
He is an extraordinary speaker, trainer, author and human being)
To
quote an unheralded Deming phrase... "No Theory, No Learning."
Explained, it warns us that unless we fully understand the theory,
set of assumptions or thinking that we held true when we created
practices and procedures that we use presently, we will be forever
condemned to create different versions of what we have always done
in the future. The result...no real change, just different
manifestations of what we always used to do.
Unless
our beliefs, theories, assumptions and thinking is critiqued and
challenged for validity, what we build in the future will rest on a
foundation that is the same as it always was
"How
we think determines what we measure." (Einstein)
Consider the
following:
We
have understood for years that the gateway to change is through our
belief system and accepted theories. Yet, in many instances we have
conditioned ourselves not to learn as in our quest for quick fix
answers we short-circuit the very element that is critical to
effective problem solving and effective change...the examination of
the thinking and beliefs that we built today's practices on.
As
Thomas Paine so aptly stated ..."A long habit of not thinking a
thing wrong gives it the superficial appearance of being right."
If
we hold true the theory that the earth is flat then we make
decisions and create practices within that framework of thinking and
are blinded to the possibilities that are present under a different
theory. Worse, all improvements to those practices will be nothing
more than upgraded versions of what always was and not
breakthroughs.
Almost
every significant breakthrough is the result of a courageous break
with traditional ways of thinking (a change of theory!). If managers
"believe" their views are facts rather than a set of assumptions (or
personal theories) that they have accepted as truth, they will not
be open to challenging those views and will never create the type of
change that will dramatically affect the business. Any future
practices or procedures that are altered without a change in
thinking or theory will be disguised versions of those same
practices or procedures. Is it any wonder that we keep re-creating
the wheel?
We
are conditioned to steer away from this type of change and become
more "action" oriented or pragmatic in our approach. However, this
allure to action short circuits the learning process and inhibits
effective change in business. We've all heard over and over
again..."I don't have time for theory, I need practical application
and action." Perhaps we have created the very approach that is our
biggest obstacle to effective problem solving and change in
business.
No Theory, No Learning? A message that will serve us well and a
discipline that will bring about lasting results.
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