This  is from the July issue of FastCompany. FastCompany is a business  magazine, and ever since the first issue came my way fifteen years ago I  have read it cover to cover. Each month I find articles that make me  think about my work as a Jewish educator and as a human being. There are  more ideas than I have had a chance to implement and the list grows  longer each month. It has introduced me to Seth Godin, the importance of  Design and more recently Chip and Dan Heath.
This article made me think about the process of  recruiting, and more importantly growing and maintaining the  relationships with a member family in our congregation. They come in  through so many different doors: nursery school, family education,  social justice, a desire to enroll children in religious school, a  worship experience, spiritual searching - you name it. And then we get  them to join. 
Some time later - hopefully years - they resign. And we  are shocked, I tell you. Simply shocked. (cue Sam on the piano - you  must remember this...)
Why would they leave? Perhaps they have accomplished what  they thought of as their purpose for joining. Maybe the kids have left  the house so they see no reason to belong for themselves. Maybe the dues  are too high. Maybe, maybe maybe.
This article made me wonder how many ways we drop the  baton in our synagogues. With our students. With their parents. With the  family as a whole. We should have been working to help them find  multiple reasons for being connected to the temple, to develop  relationships with other members and with the institution itself that go  beyond the reason they joined. I began this line of thought on this  blog in April. I am sure there is more to come. I invite your thoughts on this.
Team Coordination Is Key in Businesses   
By: Dan Heath and Chip Heath July 1, 2010
At the 2008 Beijing  Olympics, the American men's  4x100 relay team was a strong medal  contender. During the four previous  Games, the American men had medaled  every time. The qualifying heats in  2008 -- the first step on the road  to gold -- should have been a  cakewalk.
On the third  leg of the race, the U.S.A.'s Darvis Patton was running  neck and neck  with a runner from Trinidad and Tobago. Patton rounded the  final turn,  approaching anchorman Tyson Gay, who was picking up speed  to match  Patton. Patton extended the baton, Gay reached back, and the  baton hit  his palm.
Then, somehow, it fell. The team was  disqualified. It was a  humiliating early defeat. Stranger still, about a  half-hour later, the  U.S.A. women's team was disqualified too -- for a  baton drop at the same  point in the race. (Freaked out by the trend,  the U.S.A.'s rhythmic  gymnasts kept an extra-tight grip on their  ribbons.)
Team U.S.A.'s track coach, Bubba Thornton, told the  media his runners  had practiced baton passes "a million times." But not  with their  Olympic teammates. Some reporters noted that Patton and  Gay's practice  together had been minimal.
Thornton's  apparent overconfidence was understandable. If you have  four  world-class experienced runners on your team, shouldn't that be  enough?  Unfortunately, no, it isn't. The baton pass cannot be taken for   granted -- not on the track and not in your organization.
We  tend to underestimate the amount of effort needed to coordinate  with  other people. In one academic experiment, a team of students was  asked  to build a giant Lego man as quickly as possible. To save time,  the  team members split up their work. One person would craft an arm,   another would build the torso, and so forth. (At least one person, of   course, was charged with tweeting compulsively about what the others   were doing.)
Often, the parts were carefully designed,  yet they didn't quite fit  together properly, like a Lego Heidi Montag.  The problem was that nobody  was paying attention to the integration.  The researchers found that the  teams were consistently better at  specializing than they were at  coordinating.
Organizations  make this mistake constantly: We prize individual  brilliance over the  ability to work together as a team. And  unfortunately, that can lead to  dropped batons, as JetBlue infamously  discovered back in February  2007.
You remember the fiasco. Snowstorms had paralyzed  New York airports,  and rather than cancel flights en masse, JetBlue  loaded up its planes,  hoping for a break in the weather. The break  never came, and some  passengers were trapped on planes for hours. If  you've ever felt the  temperature rise on a plane after an hour's delay  on the tarmac, imagine  what it was like after 10 hours. These planes  were cauldrons of rage --  one stray act of flatulence away from  bloodshed.
JetBlue did its best to survive the wave of  hatred -- its CEO  apologized repeatedly and the company issued a  Customer Bill of Rights,  offering cash payments for delays and  cancellations. But the executives  realized that these efforts wouldn't  eliminate the underlying problems,  which were rather unyielding: The  weather is unpredictable; New York  airports are overcrowded; passengers  expect on-time performance anyway.  If JetBlue didn't fix its  operations -- learning to respond to  emergencies with more speed and  agility -- another fiasco was likely.
JetBlue's  executives knew that a top-down solution by a team of  executives would  fail. "The challenges are on the front line," says  Bonny Simi,  JetBlue's director of customer experience and analysis. In  October  2008, Simi and her colleagues gathered a cross-section of  players --  crew schedulers, system operators, dispatchers, reservation  agents, and  others -- to determine how the company handled "irregular  operations,"  such as severe weather.
Individual members of the  group knew the issues in their departments,  and "if we brought enough  of them together," Simi says, "we would have  the whole puzzle there,  and they could help us solve it."
Where do you start? If you ask  individuals what's wrong with their  jobs, you'll get pet peeves, but  those gripes may not address the big  integration issues. But if you ask  people directly how to fix a big  problem like irregular operations,  it's like asking people how to fix  federal bureaucracy. The topic is  too complex and maddeningly  interrelated; it fuzzes the brain.
Rather  than talk abstractly, Simi decided to simulate an emergency.  As the  centerpiece of the first irregular operations retreat, Simi  announced  to the group: "Tomorrow, there's going to be a thunderstorm at  JFK such  that we're going to have to cancel 40 flights." The group then  had to  map out their response to the crisis.
As they rehearsed  what they would do, step by step, they began to  spot problems in their  current process. For instance, in severe-weather  situations, protocol  dictates that the manager on duty, the Captain Kirk  of JetBlue  operations, should distribute to the staff what's known as a  "precancel  list," which identifies the flights that have been targeted  for  cancellation. There were five different people who rotated through  the  Kirk role, and they each sent out the precancel list in a different   format. This variability created a small but real risk. It was similar   to slight differences among five runners' extension of the baton.
In  total, the group identified more than 1,000 process flaws, small  and  large. Over the next few weeks, the group successively filtered and   prioritized the list down to a core set of 85 problems to address. Most   of them were small individually, but together, they dramatically   increased the risk of a dropped baton. JetBlue's irregular-operations   strike force spent nine months in intense and sometimes emotional   sessions, working together to stamp out the problems.
The  effort paid off. In the summer of 2009, JetBlue had its best-ever   on-time summer. Year over year, JetBlue's refunds decreased by $9   million. Best of all, the efforts dramatically improved JetBlue's   "recovery time" from major events such as storms. (JetBlue considers   itself recovered from an irregular-operations event when 98.5% of   scheduled flights are a go.) The group shaved recovery time by 40% --   from two-and-a-half days to one-and-a-half days.
Ironically,  JetBlue's can-do culture contributed to its original  problem. "The  can-do spirit meant we would power through irregular  operations and  'get 'er done,' " says Jenny Dervin, the airline's  corporate  communications director, "but we didn't value processes as  being  heroic." The company's heroes had been individuals -- but now they   share the medal stand with processes. (Here's hoping that the next   American relay team, too, extends some glory from the runner to the   handoff.)
The relay team with the fastest sprinters  doesn't always win, and the  business with the most talented employees  doesn't either. Coordination  is the unsung hero of successful teams,  and it's time to start singing.
Dan Heath and Chip Heath are the authors of the No. 1 New York Times best seller Switch: How to Change Things When Change Is Hard, 
as well as Made to Stick: Why Some Ideas Survive and Others Die.
Cross-posted to 
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