Businesses today operate in a world of unprecedented risk, uncertainty and complexity, and consequently many struggle to achieve the performance they strive for. In order to deal with this, organisations increasingly rely on a mix of ‘rule-based’ and ‘mindful-based’ ways of working.
Rule-based practices are developed as organisations implement processes and compliance systems in order to achieve greater control and reliability of their operations. A rule-based system can help to achieve consistency and also reduce the room for human error.
In contrast, taking a ‘mindful’ approach to project management allows human cognition, perception and flexible thinking to take more of a priority.
People can act on and manage problems as they occur using their expertise, imagination and knowledge of the business. This flexibility allows for pragmatism and innovation depending on different situations.
So, how can a mindful approach be activated when an incident occurs that threatens performance? At Cranfield our research team looked at five major companies based in the UK, in different sectors including: financial services; power generation; and high-tech R&D (for the ‘Roads to Resilience’ report).
Using key projects from each organisation as case studies, we looked at how each company responded to major incidents that occurred.
We identified three different response styles:
Figure 1: Modes of Mindfulness Activation
The first we called the ‘Traditional’ approach. This is when an organisation uses a predominantly rule-based approach.
Our observations revealed that when unexpected issues arose, the organisation was less adaptive and the response time was slower with this operation style compared to others. Reliance on pre-existing rules reduced the opportunity to implement a suitably tailored solution.
In the second mode – Infusion – we saw shifts in operating style when problems occurred. Applying expert judgement and working differently was endorsed.
It could also involve deploying extra resources to help deal with the situation, with teams of cross-functional experts, emotionally and structurally detached from the unfolding incident, being brought in to help. This allowed others to remain focused on contributing to normal operations.
The final option in dealing with uncertainty – Entrepreneurial – is to create and maintain permanent mindful capabilities. We identified this in technology R&D projects that deliberately used limited rules and procedures and allowed decision-makers relative freedom in work methods.
Here, uncertainty was acknowledged and accepted, and seen as an opportunity for innovation. Critical incidents were genuinely perceived as opportunities to learn and improve, with no ‘switch’ from one mode to another. However, these are difficult skills to build up and cultivate.
What does this mean for managers? Well, one size does not fit all. An organisation’s approach must be aligned with the levels of uncertainty and complexity in the business. Broadly, a rule-based approach is suitable for a low-uncertainty, low-complexity environment.
However, as uncertainty rises, the benefits of a more flexible, ‘mindful’ approach increase. This needs careful nurturing, though. Parachuting in extra resources might send the message that the issue is ‘somebody else’s problem’.
Sanctioning a mindful response is only effective if decision-makers can also continue to oversee day-to-day operations.
Finally, although the pure mindfulness approach seems to be the most effective in high-uncertainty work, it is also the most difficult to maintain, as a lack of failure can bring about complacency and a gradual switch to rule-based practices.
Is your work environment really so certain that your organisational rules are sufficient? Would you benefit from the flexible thinking that mindfulness affords? Consider challenging the constraints of what you ‘should’ do and contemplate instead what you might be able to do.
Dr Neil Turner, Co-Author of this article, is a Programme Director of the Cranfield School of Management Leading Complex Projects and Programmes Course.
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