Upward Feedback Quotes

von Braun went looking for problems, hunches, and bad news. He even rewarded those who exposed problems. After Kranz and von Braun’s time, the “All Others Bring Data” process culture remained, but the informal culture and power of individual hunches shriveled. In 1974, William Lucas took over the Marshall Space Flight Center. A NASA chief historian wrote that Lucas was a brilliant engineer but “often grew angry when he learned of problems.” Allan McDonald described him to me as a “shoot-the-messenger type guy.” Lucas transformed von Braun’s Monday Notes into a system purely for upward communication. He did not write feedback and the notes did not circulate. At one point they morphed into standardized forms that had to be filled out. Monday Notes became one more rigid formality in a process culture. “Immediately, the quality of the notes fell,” wrote another official NASA historian.

Make upward feedback part of your team’s formal review process.

Even if your organization doesn’t currently embrace critical upward feedback, holding an open season on leaders might be an effective way to begin changing the culture.

The production of rivets under communism demonstrated a similar pattern. Typically a factory was given a monthly quota that it was required to manufacture – the unbranded rivets were then sent to a central rivets depository, where they intermingled with all the other factories’ rivets. From there, all the rivets, whose provenance was by now completely indistinguishable, would be transported to wherever they were needed. The Soviets soon found that, without a maker’s name attached to a product, no one had any incentive to make a quality product, which pushed quantity upwards and quality downwards. The easiest way to produce a million rivets every month was to produce a million bad rivets, which soon led to ships falling apart. Furthermore, you did not know which factory to blame, because the rivets had become commoditised, which is to say anonymised. Eventually the regime swallowed their ideological pride and made factories stamp their names on their rivets – the feedback mechanism was restored and quality returned to acceptable levels.

Managing the Neutral Zone: A Checklist Yes No   ___ ___ Have I done my best to normalize the neutral zone by explaining it as an uncomfortable time that (with careful attention) can be turned to everyone’s advantage? ___ ___ Have I redefined the neutral zone by choosing a new and more affirmative metaphor with which to describe it? ___ ___ Have I reinforced that metaphor with training programs, policy changes, and financial rewards for people to keep doing their jobs during the neutral zone? ___ ___ Am I protecting people adequately from inessential further changes? ___ ___ If I can’t protect them, am I clustering those changes meaningfully? ___ ___ Have I created the temporary policies and procedures that we need to get us through the neutral zone? ___ ___ Have I created the temporary roles, reporting relationships, and organizational groupings that we need to get us through the neutral zone? ___ ___ Have I set short-range goals and checkpoints? ___ ___ Have I set realistic output objectives? ___ ___ Have I found the special training programs we need to deal successfully with the neutral zone? ___ ___ Have I found ways to keep people feeling that they still belong to the organization and are valued by our part of it? And have I taken care that perks and other forms of “privilege” are not undermining the solidarity of the group? ___ ___ Have I set up one or more Transition Monitoring Teams to keep realistic feedback flowing upward during the time in the neutral zone? ___ ___ Are my people willing to experiment and take risks in intelligently conceived ventures—or are we punishing all failures? ___ ___ Have I stepped back and taken stock of how things are being done in my part of the organization? (This is worth doing both for its own sake and as a visible model for others’ similar efforts.) ___ ___ Have I provided others with opportunities to do the same thing? Have I provided them with the resources—facilitators, survey instruments, and so on—that will help them do that? ___ ___ Have I seen to it that people build their skills in creative thinking and innovation? ___ ___ Have I encouraged experimentation and seen to it that people are not punished for failing in intelligent efforts that do not pan out? ___ ___ Have I worked to transform the losses of our organization into opportunities to try doing things a new way? ___ ___ Have I set an example by brainstorming many answers to old problems—the ones that people say we just have to live with? Am I encouraging others to do the same? ___ ___ Am I regularly checking to see that I am not pushing for certainty and closure when it would be more conducive to creativity to live a little longer with uncertainty and questions? ___ ___ Am I using my time in the neutral zone as an opportunity to replace bucket brigades with integrated systems throughout the organization?

Leaders and managers appreciate it when employees take the initiative to offer help, build networks, gather new knowledge, and seek feedback. But there’s one form of initiative that gets penalized: speaking up with suggestions. In one study across manufacturing, service, retail, and nonprofit settings, the more frequently employees voiced ideas and concerns upward, the less likely they were to receive raises and promotions over a two-year period. And

Paranoid Systems of History (PSH), a short-lived periodical of the 1920s whose plates have all mysteriously vanished, natch, has even suggested, in more than one editorial, that the whole German Inflation was created deliberately, simply to drive young enthusiasts of the Cybernetic Tradition into Control work: after all, an economy inflating, upward bound as a balloon, its own definition of Earth's surface drifting upward in value, uncontrolled, drifting with the days, the feedback system expected to maintain the value of the mark constant having, humiliatingly, failed. . . . Unity gain around the loop, unity gain, zero change, and hush, that way, forever, these were the secret rhymes of the childhood of the Discipline of Control—secret and terrible, as the scarlet histories say. Diverging oscillations of any kind were nearly the Worst Threat. You could not pump the swings of these playgrounds higher than a certain angle from the vertical.

As my beliefs are growing, my actions are growing, and as my actions are growing, my confirmed reality is growing. As my confirmed reality is growing, my beliefs are growing. Everything is feeding off each other in an invincible upward feedback cycle of unstoppable confidence and power.