This blog looks at books such as Switch – How to Change Things When Change is Hard by Chip Heath & Dan Heath, published by Random House Canada, Toronto, 2010 because as Dividend buyers part of what we want is not to change.

One of the problems with change is the assumption of behavior of change agents is the change desired is an obvious change. To most people it is not, they need to be guided and understand why the change is better. One example is a controller wanting the expense claims done on time. Why because they are small but important part of closing the monthly books and the results can reported upward. How should the person deal with the late filers? Step one look and learn from the ones who file on time. why do they get it done? what could be made easier? are the forms easy to fill out? If there are ambiguities make it more clear. In the emails to those who do not have it done – say we have a file rate of 80%, help make it 100%. If you learn from the ones that are doing it on time, you can ensure the late comers have fewer excuse not to because the process was made easier. Clarity dissolves resistance.

One great way to affect change is point to the destination. This means a buy in and work towards the destination. A great example is a teacher in kindergarten with all levels of reading ability – her goal was you will read like 3rd graders. To the kindergarten kids 3rd graders were bigger, smarter and cooler; however the next step was to call her kids scholars. A scholar is someone who lives to learn and is good at it. The days went by and one day a child was called out of the classroom for administrative reasons, the other kids let a groan because they were thinking that scholar is going to miss something. At the end of the year, 90% of the kids were at grade 3 level.

Another grade school principal used the grading system A, B, C and NY or Not Yet. This is combined with extra supports for those at the NY grade, which is meant to encourage them and figure out a solution to move to the higher levels.

Another wonderful example is Breast Cancer Care in University of California at San Francisco (UCSF) similar to most institutions they do the work, but the internal structure of the organization could be changed. The process was take a test and in one area, learn about it another area and come back in a different building, what if all the steps were in one location? Anyone that has been in a hospital and educational institution know that they move slowly with one area having money, another area having the “turf” and the people reporting to a variety of different people. How you move the organization is to start small to begin to have the departments working together on one process. It took practice, it took persistence with the end game the needs of the patient, not the department. The process started with one doctor who would see the patient, then the patient would come back in an hour or two by that time the doctor would have seen the test results and consulted with others. The patient would come back and the next steps would be mapped out. It took others to see how the process was going before others joined in. Eventually, the organization gave the Breast Cancer Care their own space with all the departments in the same area. The results were more patients were seen, UCSF became a recognized leader in breast cancer care and research and it is major source of revenue. They continue to do more to put the woman at the center of the experience.

Linking to dividend paying stocks, the above examples are health and education; two very important areas of our lives and two very complex organizations. However, through change or linking to a destination they were able to impact many lives for the better. For company when lives are impacted for the better greater revenues flow and it takes work and picking the correct destination to go to. Corporately you will see SMART (Specific, Measurable, Actionable, Relevant and Timely) do not give emotion or the drive to accomplish it. The goals must be matched with why are they important? who are you doing them for? or the people will be cynical. Asking about the emotion of the company or the reason for its existence will help ensure the return of equity and dividend are maintained and grow.

There are more questions than answers, till the next time – to raising questions.