Here’s an example of an airline… tell me if you’d book a ticket.

“9 out of 10 landings successful… 10 out of 10 landings accomplished!”

“4 out of 5 pilots perform safely most days… overwhelming majority of pilots have spotless records”

“when every other airline refuses to fly, we still try… overcoming adversity to get you to your destination at any cost* (not liable for loss of life)”

Or perhaps you’d like to try a new mapping app on your smartphone:

“Our 2010 maps provide accurate directions to 85% of customers.”

I suspect you might not accept these bare-minimum standards when you know that there are better airlines or better apps available. With the above examples, you’re rolling dice and hoping things go your way.

Welcome to the future of Intelligence, Surveillance, and Reconnaissance for the US Military.

Ok, that’s an exaggeration – I hope. Maybe it’s not. Over the last few years, I’ve been frustrated by a non-stop trend in my workplace and community, and I need to hash out my thoughts since I’ll probably be explaining it to my leadership soon.

Sadly, what I’m seeing isn’t exclusive to intelligence and my particular workplace. It’s basic management that can be applicable to any job. If you’re a worker bee, maybe you’ll see that other people get your pain. If you’re a manager, please take away some thoughts about what NOT to do to your people. And if you’re neither, I hope you enjoy my inner monologue.

I’ve heard some interesting management philosophies lately:

“There’s a basic standard of expected performance… the floor, if you will. We won’t dip below that. But we can settle for that.”
or
“We won’t ever violate the quality of our training, and I admit our initial students are coming to us with less experience than ever before… but we need to figure out how to speed up the process and get more students qualified faster.”

We’re like a college football coach telling his players, “It doesn’t matter what you do in class or what you learn here… as long as you make a C- and can keep playing on my team.”

That’s great when you’re talking to a guy who needs to throw a football or run for a touchdown. What about people who are required to gather intelligence and funnel it into the hands of a soldier on the ground taking fire from enemy positions, in order to hopefully save his squad? “It doesn’t matter what you learn here” doesn’t cut it anymore.

Here are my thoughts on this disturbing willingness to pump up numbers:

1. If you trade quality for quantity, you get neither. The harder you work your producers, the more their ability to produce quality will decline. The faster you work them, the more mistakes and omissions are made along the way. You’re breaking your people to increase your stats, and soon you won’t have the workers left to make the product.

2. If you trade quality for quantity, you forget your customer. The soldier on the ground taking fire isn’t looking for the bare minimum, he’s looking to come home safe and get his friends out of harm’s way. The intelligence community isn’t in need of bodies in seats (well, we are, but that’s beside the point). The community needs accurate and timely information that highly trained bodies in seats will be able to produce.

3. If you trade quality for quantity, you violate the trust of your employees. If you’re going to surge for a short time and there’s a reason, you can get buy-in and hard work. Picture that college football team. The Bowl game is coming up, so they ramp up the training and give 110%. After the game, they back down. That makes sense.
But that’s not what happens in the workplace. I’ve seen it over and over. Someone tells all the employees that they’re going to carry out a temporary surge in production, but two months down the road, the surge is suddenly the expected norm.
Sometimes you have to surge. Do not turn around afterwards and use that harder workload as the new baseline for production rates. Trust, once lost, is difficult to rebuild. I’ll refer the reader to retention rates in the intel community… “Fool me once, shame on me. Fool me twice… I quit.”

4. If you trade quality for quantity, you trade your integrity for convenience. Getting better numbers means bending the standards that keep us from mediocrity. You start asking “Does the regulation really say…?” and “What’s the definition of ‘safety’ in that grading criteria?” You’re becoming the devil, holding out the apple to your people, tempting them to go the easy way. Your metrics aren’t worth selling out, but unfortunately, for many, job security is worth it. You’re dragging down your organization with you.

5. If you trade quality for quantity, you devalue your people. Once quantity is the only real standard, people become tools and machines whose sole purpose is to reach the target number of products. Late hours, overworked technicians, weekend work, exhausted employees… all of these are acceptable because nothing else matters except that green column on a spreadsheet. “Service Before Self” — or whatever similar mission statement and core values apply in your workspace — these work when I can see the big picture and the value my extraordinary efforts add to the overall meaningful mission. But when you violate my trust and make your success my mission, “Service Before Self” becomes “Service, Nothing Else.” And your glowing performance report doesn’t have my buy-in when it’s written on the backs of broken people.

The gist of all this is servant-leadership — what we’ve been teaching in military education for quite some time. If you are a leader, your people are not there for you. You are there to take care of them. Do that, and you’ll see both quality and quantity soar.