The foundation of any business transaction is the promise of fair deal. In complex organizational relationships, it is all too easy to lose sight of the existence and terms of this deal. On the surface, that employer/employee relationship, called a job, is a fair deal wherein the employer's money is traded for the employee's time and talent. The deeper reality, however, is that the employer is actually trading resources for a set of desirable results, which the employee is expected to deliver. The promise to faithfully deliver as agreed by both parties is the essence of accountability.
We recommend that organizations give voice to their accountability through a document called an Accountability Agreement. An Accountability Agreement clearly states the results that each member of an organization, from the most senior to the most junior, is expected to bring about [For specific examples of Accountability Agreements, please see our online tool at http://www.AlignOnline.com]. The following six principles form the foundation for negotiating and understanding accountability. Together they form a practical theory of accountability, the transforming effect it can have on an organization, and its essential role in creating significant business results.
I. Accountability is a Statement of Personal Promise
Accountability is both a promise and an obligation to deliver specific, defined results. Accountability, as we define it, does not apply in an abstract way to departments, work groups, or entire organizations. Accountability applies to individuals and their personal promise that these functions will deliver the agreed results. Accountability is first and foremost a personal commitment to the organization and to those the organization serves. It is more than just trying, doing your best, or behaving in certain ways. Accountability empowers individuals to push their circle of influence outwards in pursuit of results.
II. Accountability for Results Means Activities Aren't Enough
Everyone in an organization, from the CEO to the janitor, has some piece of the business and a corresponding set of results which are theirs to achieve. Distinguishing results from activities requires a shift in traditional thinking built on an awareness of why we do what we do. For example, a typical supervisor's job description includes activities such as "training," "performance evaluations," and "timely communication". In contrast, a supervisor's accountabilities should include a result such as "the success of all direct reports." This concept addresses the common observation that everyone is busy but only some people are productive.
III. Accountability for Results Requires Room for Judgment and Decision Making
If you're not allowed to use any judgment or discretion on the job, if you're told to follow the rules no matter what, if no decision is up to you, then your boss can only hold you accountable for activities. You can be held accountable for doing what you're told, but you can't be held accountable for the outcome. Judgment and innovation can never be fully described in a job description. When employees are expected to be resourceful in the achievement of results, they are held accountable for capturing opportunities or ignoring them.
IV. Accountability is Neither Shared nor Conditional
Accountability Agreements are individual, unique, and personal strategies. No two people at the same level in an organization should have the exact same accountabilities. Separating each person's accountabilities can be challenging, but valuable clarity results from the struggle to eliminate overlaps.
V. Accountability for the Organization as a Whole Belongs to Everyone
Every employee's first accountability is for thinking about and acting on what is best for the organization, even if doing so means putting aside one's individual, functional, or departmental priority. The most successful organizations expect and allow every person to be of practical assistance in realizing the organization's goals.
VI. Accountability is Meaningless Without Consequences
In Accountability Agreements, consequences need to be negotiated. Negotiated consequences that are personally significant to the employee in question are an essential element of Accountability Agreements and are fundamental to forging a fair deal. This is a key step in forging an interdependent and mutually beneficial relationship with one's employer.
Organizational accountability entirely subverts the tendency to make excuses and shift blame. When employees make clear and specific commitments for their own work, entire organizations become aligned and achieve specific measurable results.
Shaun Murphy, Ph.D. and Bruce Klatt, M.A. are senior partners in Murphy Klatt Consulting. This article has been adapted from a chapter of their book, Accountability: Getting a Grip on Results (2nd Ed.1997). Their other publications include Aligned Like a Laser (2004), The Encyclopedia of Leadership (2001), and The Ultimate Training Handbook (1999). They are internationally recognized experts in the field of Accountability Alignment, Organizational Effectiveness, and Project Development whose books have sold over 100,000 copies internationally.
For more information please go to http://www.murphyklatt.com or try their online Accountability Alignment tool at http://www.AlignOnline.com
Many movies have been made about the tragic story of... Read More
The first step in starting a restaurant is proper planning.... Read More
Q: A key investor in my business has suggested that... Read More
Would you like to jumpstart your online or offline business... Read More
As a franchisor it is imperative that you seek, find... Read More
To stop a computer virus you must understand how it... Read More
I'm not talking about posting the HBO schedule on your... Read More
"Begin with the end in mind," says Stephen Covey in... Read More
To Grow (Catapult) Your Business That's Why.When it's in your... Read More
The first task before hiring a contractor for home remodeling... Read More
Experts estimate that 90 percent of Australian businesses are overspending... Read More
I am not a big fisherman, but I do enjoy... Read More
You have heard that there is extra money on the... Read More
A focus group is a group of employees or current... Read More
Many of Ohio's downtown areas are in need of upgrading... Read More
1. Largest Selection -One way that you can make your... Read More
Do you work in or own a business that's affected... Read More
This week I coached a wonderfully lovely woman I'll call... Read More
In 1997, David Steele was making the transition from a... Read More
If you are a successful franchise of a large franchise... Read More
ACTION PLANNING: Action Planning is a process to develop strategies... Read More
People often ask "What makes a good business plan? Or,... Read More
I. INTRODUCTIONThe term resilience, which is of frequent use in... Read More
( * - the word 'product' can be substituted to... Read More
Can you imagine going on a road trip without knowing... Read More
Although North Americans were the dominant population on the Internet,... Read More
Is your business growing as fast and effectively as it... Read More
Growth through acquisition should not be considered an option reserved... Read More
By cranking up others development to meet your business needs,... Read More
How are you feeling today? Good, not so good, great?... Read More
The boom of the dot-com era in 1999 brought the... Read More
A well known, national chain of restaurants discovered that certain... Read More
Writing a business plan is no easy task, sure you... Read More
Canada's lean leaders need to look beyond the horizon and... Read More
These may sound like no brainers, but you'd be surprised.... Read More
This week I coached a wonderfully lovely woman I'll call... Read More
People often ask "What makes a good business plan? Or,... Read More
Imagine spending the same amount of money on marketing and... Read More
The decision to sell, or not to sell your business... Read More
Succession planning requires the owner of a small or medium-sized... Read More
It is always said "If you Fail to Plan, you... Read More
There is a story, about a business owner who wasn't... Read More
If you own a mobile franchise business and wish to... Read More
Note to Rite Aid and CVS: It's not about the... Read More
Fun From The StartFor those with the will to start... Read More
Microsoft Great Plains fits multiple services market niche and healthcare... Read More
Imagine an office without a desk, or lights, a computer,... Read More
All investors greatly desire and are motivated by a clear... Read More
You have invested a lot of time and energy on... Read More
Franchised companies often require what some believe to be excessive... Read More
Every business experiences slower periods. For some, they sell more... Read More
Strategic planning is vital while starting a new business or... Read More
Remember reading "Alice in Wonderland?"She asks the Cheshire Cat, "which... Read More
Some analysts credit [Larry] Ellison with anticipating the consolidation in... Read More
For many consumers and producers, MSP is an acronym for... Read More
Cassy was an employee of a nonprofit who had been... Read More
Can you imagine going on a road trip without knowing... Read More
Writing a Business Plan these days is tough, venture capitalists... Read More
Richard L. Daft one of the country's recognized academic leadership... Read More
One of the difficulties we face in our industrialized age... Read More
In 1997, David Steele was making the transition from a... Read More
To Grow (Catapult) Your Business That's Why.When it's in your... Read More
How often does your company make a quantum leap forward?... Read More
Does your overall business strategy include the recruitment of college... Read More
Are you frustrated by the lack of growth in your... Read More
Ask Yourself three simple questions that affect your strategy planning...... Read More
Strategic Planning |