 |
"Providing Solutions Through Research"
The Service-Value Chain
Triangulation
Leverage
Testimonials
SDS Research
420 East South Temple, Suite 390
Salt Lake City, Utah 84111
800 594-8989
|
The goal of SDS research using triangulation is to identify areas or issues of the greatest importance, in order to make meaningful progress in the identified areas. This is the concept of leverage, as defined by Peter Senge in his book, The Fifth Discipline:
"Buckminster Fuller had a wonderful illustration of leverage that also served as his metaphor for the principle of leverage - the ‘trim tab.' A trim tab is a small ‘rudder on the rudder' of a ship. It is only a fraction the size of the rudder. Its function is to make it easier to turn the rudder, which, then, makes it easier to turn the ship. The larger the ship, the more important is the trim tab because a large volume of water flowing around the rudder can make it difficult to turn.
"If you knew absolutely nothing about hydrodynamics and you saw a large oil tanker plowing through the high seas, where would you push if you wanted the tanker to turn left? You would probably go to the bow and try to push it to the left. Do you have any idea how much force it requires to turn an oil tanker going fifteen knots by pushing on its bow? The leverage lies in going to the stern and pushing the tail end of the tanker to the right, in order to turn the front to the left. This, of course, is the job of the rudder. But in what direction does the rudder turn in order to get the ships' stern to turn to the right? Why to the left, of course.
"You see, ships turn because their rear end is ‘sucked' around. The rudder, by being turned into the oncoming water, compresses the water flow and creates a pressure differential. The pressure differential pulls the stern in the opposite direction as the rudder is turned. This is exactly the same way that an airplane flies; the airplane's wing creates a pressure differential and the airplane is ‘sucked' upward.
"The trim tab - this very small device that has an enormous effect on the huge ship - has the same effect for the rudder. When it is turned to one side or the other, it compresses the water flowing around the rudder and creates a small pressure differential the ‘sucks the rudder' in the desired direction. But if you want the rudder to run to the left, what direction do you run the trim tab? - To the right, naturally.
"The entire system - the ship, the rudder, and the trim tab - is marvelously engineered through the principle of leverage. Yet, its functioning is totally non-obvious if you do not understand the force of hydrodynamics."
|
The principle of leverage is aimed at well-focused, well-defined actions that lead to real improvement and growth. The idea is that all the effort in the world, if focused in the wrong place, will only help the situation in the short term and may, in fact, be damaging in the long term. If focused in the right place, however, even small actions can be very effective. The key is to define the points of leverage that are not always obvious.
The SDS system is geared at uncovering and defining these leverage points in your organization through measurement and exploiting them through customized training programs that teach supervisors and managers to more effectively work with employees and employees to more effectively service customers, leading to improved employee commitment, customer loyalty, and organizational resources.
|
