Les règles intelligentes : Six façons d’amener les gens à résoudre leurs problèmes sans vous

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Dernièrement, j’ai reçu un lien intéressant de la part d’un ami. Il s’agit d’une vidéo TED de Yves Morieux (Senior Partner and Managing Director of the Boston Consulting Group,  head of BCG’s Institute for Organization.)

Une fois que vous aurez passé la phase accent français coupé au couteau, vous constaterez à quel point 1. il maîtrise la langue anglaise et 2. les 6 règles proposées par Yves sont simples et puissantes. Il résume parfaitement et en quelques mots l’importance de la coopération au sein des organisations, le non sens des silos organisationnels et leur impact négatif..

Lors des formations agiles que j’administre, je traite légèrement de ce problème en faisant référence à la MOA vs MOE et au dégâts provoqués par les tours d’argiles des uns et des autres. Yves réussit, via ses articles, à exprimer et expliquer brillamment cette problématique. Agiliste confirmé, je ne peux m’empêcher à faire un parallèle entre ses règles et la première valeur du manifeste agile : Individus et interactions plutôt que processus et outils

Les 6 règles intelligentes
Auteur : Yves Morieux
Traduction par : lesaffaires.com

  • Règle 1 : Améliorer la compréhension du travail des collègues

Pour réagir intelligemment à la complexité, les travailleurs doivent bien comprendre le travail de chacun de leurs collègues : les objectifs à atteindre, les défis à relever, les ressources à leur disposition et les contraintes à respecter. Ce genre d’information ne se trouve pas dans une description de tâches ; ils ne l’apprendront que par l’observation et l’interaction.

Le travail du dirigeant consiste donc à assurer cet apprentissage. Sans cette compréhension mutuelle, les employés expliqueront tel ou tel problème par le manque d’aptitudes ou d’intelligence de certains collègues, plutôt que par l’insuffisance des ressources ou par des contraintes imposées par l’organisation.

  • Règle 2 : Renforcer le rôle des individus qui agissent comme intégrateurs

Les conflits entre l’administration et les divisions subalternes sont souvent inévitables. En général, l’administration cherche à normaliser les processus et le travail, alors que les autres doivent répondre aux besoins particuliers de chaque client.

Une réaction courante dans les organisations est de créer une sorte d’unité de coordination — un bureau intermédiaire. L’ennui, c’est que cette solution a pour effet d’aggraver le problème : il y aura désormais des conflits entre l’administration et le bureau intermédiaire, de même qu’entre ce dernier et les subalternes. Le même phénomène se produit à la verticale dans les organisations : les problèmes de coordination entre le siège social et les établissements éloignés engendrent la création de paliers régionaux entre les deux paliers. Une autre solution courante : imposer une procédure de coordination, comme des demandes d’intervention informatisées.

Il existe pourtant une meilleure solution, qui consiste à confier à des individus ou à des groupes la responsabilité de ce rôle d’intégration. Presque toutes les unités comptent au moins un ou deux gestionnaires qui occupent une fonction bien précise et qui interagissent déjà avec de nombreux intervenants (tant la clientèle que le personnel des autres services). Si vous avez bien suivi la première règle et observé votre personnel en plein travail, vous les reconnaîtrez facilement. Ce sont les personnes idéales pour intervenir à titre d’intégrateurs, c’est-à-dire qu’elles aideront les différentes équipes à obtenir la collaboration dont elles ont besoin de la part d’autres employés pour ajouter de la valeur à leurs tâches.

Une fois ces intégrateurs reconnus, il suffit de leur conférer plus d’autorité en leur donnant des responsabilités plus importantes. Ainsi, ils auront leur mot à dire sur les problèmes qui touchent les autres services. Le fait d’éliminer certaines règles et procédures rigides permet aussi d’augmenter le pouvoir discrétionnaire des intégrateurs. Plus une entreprise croît, plus elle a besoin d’intégrateurs et moins il devrait y avoir de règles. Malheureusement, la plupart des dirigeants pensent exactement le contraire.

  • Règle 3 : Augmenter les pouvoirs à tous les paliers

Il arrive souvent que les individus qui ont le moins de pouvoir au sein d’une organisation soient ceux qui assument le fardeau le plus lourd sur le plan de la coopération et qui en tirent le moins de reconnaissance. Quand ils s’en rendent compte, ils cessent de collaborer et travaillent de manière cloisonnée. Les entreprises qui veulent prévenir ce phénomène et favoriser la collaboration doivent confier plus de pouvoir à ces individus, afin qu’ils puissent sortir de leur isolement, faire confiance aux autres, prendre des initiatives et faire preuve de transparence sur le plan du rendement.

Toutefois, il ne s’agit pas non plus de retirer leur pouvoir à d’autres intervenants dans l’organisation ! La solution qui s’impose, c’est d’élaborer de nouvelles bases de pouvoir, en confiant aux individus de nouvelles responsabilités sur des questions touchant d’autres membres du personnel, ainsi que le rendement global de l’entreprise.

  • Règle 4 : Augmenter le besoin de collaboration entre les employés

Un bon moyen de favoriser une collaboration productive, c’est d’élargir les responsabilités des intégrateurs au-delà des activités qui relèvent de leur contrôle direct. En leur donnant des objectifs plus complexes et plus ambitieux, on les pousse à résoudre les conflits plutôt qu’à les éviter. Cependant, si vous n’évaluez les gens qu’à partir de ce qu’ils contrôlent, ils risquent de ne pas se mêler de problèmes pour la résolution desquels ils pourraient se rendre fort utiles.

Ainsi, quand il s’agit de répartir les responsabilités en vue d’obtenir certains résultats, il n’est pas essentiel d’accorder davantage de ressources à chacun. En fait, il est souvent souhaitable d’en enlever ! Une famille qui possède cinq téléviseurs n’a jamais besoin de négocier ce qu’elle regardera, puisque chacun de ses membres peut regarder l’émission de son choix. Il en résulte une sorte d’autosuffisance qui détruit la vie de famille. Enlever certaines ressources représente un bon moyen de rendre les gens plus dépendants les uns des autres, et les oblige à collaborer davantage les uns avec les autres, parce que dans un contexte de restrictions, leurs actions ont beaucoup plus d’effet sur l’efficacité d’autrui. Le fait d’éliminer les monopoles internes en créant des recoupements, en regroupant des activités ou même en établissant des alliances à l’externe, augmente aussi la possibilité d’actions réciproques, ce qui favorise la coopération.

Cette règle peut donner l’impression de multiplier le nombre d’objectifs et de cibles. En réalité, ce n’est pas le cas. En fait, les objectifs existants sont ramenés au niveau des employés qui sont déjà chargés de les atteindre, afin que les personnes les mieux placées pour résoudre les conflits soient justement celles qui en ont la responsabilité. D’ailleurs, la multiplication des normes d’entreprise dont nous avons parlé précédemment correspond à un transfert vers le sommet de la hiérarchie d’objectifs et de responsabilités qui devraient rester plus près de la base de l’organisation.

  • Règle 5 : Rendez les employés conscients de l’avenir

Plus il faut de temps pour que les effets d’une décision se fassent sentir, plus il devient difficile d’en rendre responsable le décideur concerné. Plusieurs de ceux qui participent au lancement d’un projet de trois ans ne seront plus présents lors de son aboutissement — ils auront été mutés à un autre poste, à un autre site, ou promus. Ils ne seront pas touchés par les conséquences de leurs actes, par les compromis qu’ils auront faits, ou par la qualité de leur collaboration. Pour paraphraser le théoricien des jeux Robert Axelrod, l’impact sur l’avenir ne les atteint pas.

Plus cet avenir est proche, plus les gens seront conscients des impacts de leurs décisions. À titre d’exemple, dans le cas de plusieurs projets ou processus de travail, il peut suffire de réduire considérablement le délai avant l’échéance.

  • Règle 6 : Blâmer le manque de collaboration

Pour certaines activités, le délai est si long entre la cause et l’effet (par exemple, lorsqu’il s’agit de recherche et développement) qu’il est virtuellement impossible d’établir des boucles de rétroaction directe, qui exposent les employés aux conséquences de leurs actes. Parfois, certains postes sont si éloignés les uns des autres qu’on peut difficilement susciter un sentiment d’interdépendance entre les différents travailleurs qui les occupent. Les dirigeants doivent alors combler eux-mêmes l’écart en imposant explicitement une pénalité à toute personne ou toute unité qui refuse de collaborer à la résolution d’un problème, même s’il ne touche pas directement leur spécialité, tout en offrant une récompense à tous ceux qui, au contraire, coopèrent efficacement.

Texte complet traduit en français : Cliquer ici.
Texte original en anglais : Cliquer ici.

Vidéo TED en anglais : Cliquer ici.

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