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2015 TOCICO International Conference

Transforming Self Track


Kathy Austin
KATHY AUSTIN
Director of Operations,
Continuous Improvement
Delta Air Lines, Inc.

Transforming You into a Buy-In Champ: Why the Layers of Resistance Don’t Always Achieve Buy-In (and what to do about it) Workshop
September 8, 2015

The layers of resistance/layers of buy-in are the process to follow for buy-in of an "Intimately Involved Person” (IIP), one Eli defined as sharing some or all of your UDEs.

However, when the person is responsible for the existence (or continuation) of the core conflicts (or believes they are), starting with the problem makes them defensive and, if not recognized early enough, continuing as if they are an IIP can alienate them and make any future attempts at buy-in almost impossible. With these "Directly Responsible People” (DRP), the best starting point is with the core conflict itself – showing how the system (not the people) is to blame. Once the defensiveness is reduced and you are communicating, then you can show how the system conflict is responsible for the existence and sustainment of the UDEs. Only then can you continue with the IIP process, starting now with agreement on the direction of the solution.

When the person does not share any of your UDEs, they are an "Outside Person” (OP) to your situation; they have no interest in the UDEs you are used to starting with. These are not their problem. To achieve buy-in with an OP (as with anyone else), they must be able to see what is in it for them. If you must have their buy-in to proceed, you must first do your homework: identifying what benefits they (emphasis they) will receive from helping you resolve your problems. Once you’ve identified their Desired Effect (DEs), create a future reality tree from the DEs down to the injections – with the injections being what you need them to do to resolve your situation. This analysis will not look anything like the analysis you’ve done to solve your problem. But avoid this analysis at your peril, if you really need OP support and buy-in to achieve your objectives!


KATHY AUSTIN and Gerry Kendall co-authored Advanced Multi-Project Management in 2012. In 1997, Kathy and Ted Hutchin co-authored Why It’s Not Luck. Kathy became a Jonah in 1989 and a Jonah’s Jonah in 1991. For the past 24 years, since leaving the US Air Force, she has worked large and small implementations, both commercial and military, in the US and internationally in Production, Project Management, Supply Chain, and Management Skills. Kathy is certified in all areas of the Theory of Constraints (TOC) Body of Knowledge (BOK) and has been a member of TOC-ICO since the first meeting in Atlanta. Additionally, she has developed and taught multiple basic, expert, and licensee courses across the entire TOC BOK. Kathy is past vice-chair of the APICS CM-SIG and co-authored/edited (with Jim Cox) the APICS TOC series. She is also an ISCEA Certified Critical Chain Project Manager. In the past, Kathy has held various positions with the Avraham Y. Goldratt Institute (AGI) and has been Principal, APT Concepts.

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