Chapter 1

We Have a Problem

“There is no way this is going to work.”

Juan Alvarez's statement hung in the air like anoversized anvil ready to crush his two team members sitting across the conference table. “Why would Tony give this account to a new leader with virtually no exposure to the client?”

Elaine Cassidy chimed in, “Look, Juan, you've seen the status report. We've been working the Consolidated account for a year and they've rejected most of what we've given them. Maybe it's a good idea to bring in a fresh set of eyes.”

“Of course, their dissatisfaction is my big concern as well,” retorted Juan. “I guess I am just surprised that when they moved Jane out they wouldn't look within this team for a new leader. After all, we know the client very well.”

“I am glad they didn't look within,” added Damon from the other end of the conference table. “I'd hate to have to report to you, Juan.” The three of them laughed nervously because they knew Damon wasn't exactly joking. Quickly, he changed the subject. “What do you suppose Consolidated is looking for? I thought our report had some great ideas.”

“All I heard from Tony is that they weren't very happy. But I thought we gave them what they wanted and right on time—the way we always have. I have no idea what they could have been looking for that we didn't provide,” said Elaine.

“I know what made them dissatisfied,” Juan said quietly, staring at the conference table. He knew he was about to cause a stir but he was frustrated with his two teammates and something needed to change. He saw their approaches as the problem and now felt as if he were being held accountable for their mistakes. He thought their behavior had cost him the job of taking over as team leader.

“We didn't spend enough time finding a new direction,” he said. He spoke softly at first but his voice began to rise. “You guys wouldn't let me finish the data analysis. I was closing in on something new that Consolidated hadn't explored but I just couldn't go far enough.” He motioned to Damon. “Not with you always jumping in with new solutions and pulling us in new directions.” He turned to Elaine. “And you pressuring us to get the reports out the door.”

“Hey, that's not fair.” Elaine felt her shoulders tense and her face flush. “If I didn't keep you guys on task, we'd never have gotten anything done.”

“Being on task is one thing. Rushing a poor product out the door is another,” Juan responded, unwilling to conceal his frustration. “My guess is the client could see that our recommendations weren't really thought through. We could have done that if you had given me more time to finish analyzing the data. Plus, you could have helped instead of leaving all the analysis to me.”

“Hey, Juan, that's enough. We're all in this together,” Damon cut in. “Elaine and I did try to help with the analysis. You just didn't seem to know when enough was enough. Eventually, we had to move past the data and start thinking up some solutions for the client's problems.” Damon didn't want to rile up Juan any more but he still felt the need to defend himself. “That was my contribution. When problems emerged from the data, I would come up with ideas. If I hadn't been exploring different possible solutions, you'd still be wallowing in that data.”

“Yeah, you'd present solutions all right—so many it's a miracle we were able to consolidate the report into manageable chunks,” Juan answered. “We don't always need to explore every possible option, Damon. A few workable ideas would be plenty . . .”

Just then, new team members Maya Russo and Amy Satori entered the room and the sparring came to an abrupt halt. Juan, Damon, and Elaine regained their composure and introduced themselves. Seconds later, Tony Martin, the senior partner in charge of the engagement, appeared at the conference room door. He cut a handsome figure with his tanned complexion, graying temples, and designer suit. Turning with a charismatic smile, he ushered in Kate Murdock, their new team leader. Following some chilly greetings, Tony took his seat at the end of the conference table. Kate went to the windows and opened the blinds, allowing the midday sun to enter the room. Then she settled in next to Tony. Although she matched his professional demeanor, Kate added her own warmth and approachability. Fit and focused, nothing seemed to escape her blue eyes as she quietly surveyed the team.

Tony began: “I can't stay for the whole meeting, so let's get right down to business,” he said. “As you know, Consolidated has been less than pleased by our efforts to date. Our contact actually said that what we've given her so far is nothing that another firm couldn't have given her for half the price. I don't think I need to emphasize that Consolidated is one of our premier clients. We built our name on innovation, and with client feedback like this, we are putting that reputation—and our futures—at risk.”

Members of the original team—Damon, Elaine, and Juan—looked as if they had just been steamrolled. Maya and Amy seemed outwardly calmer but no one really understood what had gone wrong.

They had done everything that was asked of them—why wasn't that enough? Maya and Amy were silently questioning the competence of the others and wondering what they'd gotten themselves into by joining this project. Tony recognized their deer-in-the-headlights expressions. Good, he thought with satisfaction, but I've got to drive this point home.

After a pause, he forged on. “A reputation for being innovative is what separates us from our competition. It helps us maintain a special place in the market, and we cannot afford to compromise it. That is why I've decided to make some changes within this team. You all are aware that Jane has been reassigned to a new client engagement. To take over her role, I have recruited Kate Murdock here as your new team leader. Although she's never worked on the Consolidated account, she's had some experience turning this type of situation around. I think you're going to like her approach. I've also asked Amy and Maya here to join this assignment because they both bring some specialized expertise.”

“Amy brings a strong background in data integration, so now you have a technology expert.” Amy smiled, unconvincingly, somewhat embarrassed at being introduced as an “expert.”

“And Maya, although fairly new to the firm, has a background in consulting to manufacturing firms like Consolidated. I'm sure she'll bring some fresh thinking to the group.”

Maya managed a stiff nod.

“That said, I'd like to introduce you to Kate Murdock. Kate, everyone.” A riff of awkward nods and nervous smiles bounced around the table toward Kate. “Kate has a grounding in the concepts and processes around innovation. Her last team created some eye-opening opportunities for a client. That sounds like just the medicine for Consolidated. Kate?”

“Thanks, Tony,” Kate began. She sat forward and looked at the group. “That's some pretty harsh criticism from Consolidated. I imagine those of you who have worked on this account are wondering exactly what happened. I'm sure you worked hard to give Consolidated what they asked for. Clearly that wasn't enough. I can understand that you are disappointed but today we're starting fresh.”

The tension around the table was thick. Kate wished Tony had not been so blunt with his feedback. She was threatening enough as the newcomer. Now she had to earn the team's trust and respect while they felt attacked. It wouldn't be easy. The best thing to do is to get them talking, she thought.

“Before we get started with setting our new direction, I think it's important we get to know each other a little bit,” Kate asserted with a little too much urgency in her voice. “Let's go around the table. Tell me not just your name and roles but also one thing you really like doing when it comes to being part of a team charged with solving a problem. What's something you enjoy focusing on?”

No one on the team was prepared for this question. Her gaze met with blank stares all around the table. Several people wondered if Kate was playing some kind of game. They weren't sticking their necks out for that!

Kate decided to lead by example.

“I'll start. I'm Kate Murdock. As Tony mentioned, for the last year I have been leading the innovation efforts in our corporate manufacturing division. Although I haven't been working on the Consolidated account, I have been leading client-centered teams, like this one, on client engagement in the manufacturing sector. I would say the part of the process I enjoy most is coming up with ideas and making sure they fit the client's needs. I like to sort through ideas, develop some into great solutions, and put them into action.”

Damon was the first to play along. Damon was a tall, handsome African American man in whom everything seemed to be built on a grand scale—whether it was his full-tilt good spirits, broad shoulders, or his infectious smile. Damon instantly struck Kate as the guy who would know everybody at a party and whom everyone would want to know.

“OK. I'll go first. I'm Damon Miller. I'm the marketing analyst on the team and I guess what I enjoy most is . . . finding the recommendations for the client. I thought we had some good ideas for Consolidated, so I can't tell you how disappointed I am with this reaction.”

“Thanks, Damon,” said Kate. “Yes, this reaction stings, I know. But I'm told you guys are one of the hardest working teams of managers we have. I'm confident we'll turn Consolidated around. So you like coming up with ideas then, Damon?”

“Oh, boy, does he,” chimed in Elaine, to the delight of the team as well as Kate—for quite different reasons. “Once he gets going, you can't shut him down!”

“It's kind of my thing,” admitted Damon.

“Hi, Kate,” Elaine jumped in. “I'm Elaine Cassidy and I'm a business analyst. One of several here.” Elaine was perhaps the eldest of the group. She was a large woman in her late fifties who, judging by the paleness of her skin, didn't get outside much. She projected the impatient air of having been there, done that. She seemed to want to get right down to business.

“Nice to meet you, Elaine. What is the thing you like to focus on most?” said Kate, thinking that Elaine was a what-you-see-is-what-you-get type of person.

“I like to get the product to the client. I like to make sure we have a strong deliverable and that our recommendations are ready to go.”

“So that sounds like you like to refine and develop the work and put it into action, is that right?”

“Yes and no. Refining and developing is what I need other team members for. I like to put the plan into action. I like to get it done.”

“And quick!” added Juan, smiling at Elaine.

“Too quick, Juan?” asked Kate knowingly.

“Well, Elaine knows that sometimes I feel she might rush us along a bit.”

“Yes,” agreed Elaine reluctantly. “We've talked about that. But I do make sure we get results!”

“Yes, you do,” Juan conceded.

“Nice,” said Kate, making some notes. “Who's next?”

“I'll go, I guess,” said Amy Satori, looking understated in a plain tan sweater and matching tan slacks. Amy had an air of quiet confidence. She was lean and poised, probably in her late thirties, with jet black hair and designer glasses. She sat with her chin resting on her hands as if she were continually contemplating the underlying meaning of the conversation at hand. “I'm Amy Satori, the data integration specialist, and I guess that's where I like to spend my time. I like going deep into data and getting a real clear picture of a situation. If I don't have a clear picture of what's happening, it's kind of hard to move forward with confidence. I keep thinking we've missed something. I guess, in the case with Consolidated, something must have been missed. Either that or we just didn't put enough time into developing our ideas into solutions that really worked.”

“Thank you, Amy. Let's not worry about that now. I'm sure we all are trying to sort out what happened here—and that's normal—but let's focus on moving forward. I'm confident we are going to ‘wow’ this client. So, Amy, it sounds like you like to spend your time clarifying the issues, gathering the facts. Is that right?”

“Yes, but that's not all. I also like to come up with solutions and work with them to make them strong, to turn good concepts into great solutions. I like to take the time to weigh different solutions and then turn the best into something great. When I get done, I'll have something that I know will work. It drove Elaine a bit crazy on the last project we worked on together,” Amy added sheepishly. “I like to be thorough and she's ready to move things into action. But I'm glad Elaine is here because she has so much energy for that last push.” Amy was pleased that Kate seemed so interested in her right off the bat. Kate nodded her head and made a few more notes.

“I'll go next,” said Maya, the youngest member of the team. In her mid-twenties, she looked every bit the professional on the rise. She was tanned, wore stylish glasses, large hoop earrings, and bobbed brown hair perfectly coiffed. She spoke with a hint of a New York accent. “I am Maya Russo and I'm an associate business analyst. I guess I don't really know where I have the most fun spending my time. I've been active in each part of the engagement process in the past couple of years. As people are describing what they like to do, I'm listening and thinking, ‘yeah, I like to do that, too.’ I guess you'll see how that plays out as we work together.”

“Thanks, Maya. That's fine. It sounds like you can relate to everyone's strengths, which is a strength in and of itself. I appreciate your sharing that. OK, I guess you're next.” Kate motioned toward Juan.

Juan was a Hispanic man in his forties with an Ivy League education and the easy confidence that goes with it. Wearing a tie and jacket, a cut above the business-casual culture of the firm, he carried a sense of authority. He was large, stuffy, and clearly not happy with his team. He shifted in his seat.

“I'm Juan Alvarez, senior business analyst. I guess I'm like Amy in that I like to get into the data and work on making the solutions we come up with stronger. If I don't get enough time to really sort through the information, I just won't be happy with the end result. I need to be able to get my arms around something, whether it's the problem itself or our recommended solution. I need the time to get to know it well.”

“Thank you, Juan. I like the way you described that—‘get your arms around it.’ I know what you mean,” said Kate. “OK. Now, Tony, how about you?”

Tony leaned back and smiled. “I like it when engagements go well and we have happy clients! It's my job to manage that relationship so that we produce something of value for our clients. I get to know them and I get to know what makes them tick. I guess I like to gather data, like some of you, but I also like seeing something happen with that data. I'm not above having fun, either. Sometimes, I think that helps us relax and look at things a little differently.” Tony could tell that last statement surprised some of the team members because he saw eyes grow wide and eyebrows go up around the table. He smiled again, adding, “I hope you'll get to see that as we move forward. But it should be no surprise that I also am focused on the bottom line. When our clients are happy, I'm happy.”

“Thanks, Tony,” followed Kate. “The way you've all described yourselves helps me quite a bit. Not only do I see where we're strong as a team but I also have an idea of how I might be helpful to you and how I might leverage your support. I need help where some of you have said you are strong. As an example: I don't have a lot of patience when it comes to gathering information. I get what I need and then go. I've learned that I need to slow down and make sure I have all the information before I move forward. It's not easy for me but I solve problems more effectively when I do it. So I'm committed to gathering all the facts we need. I have a feeling Juan and Amy are going to hold me to that.”

Juan and Amy looked at each other and made a nonverbal pact to do just that. The team members looked quizzically at Kate, intrigued that their new team leader would reveal a flaw so early in their relationship. Internally, each member spun this differently. Juan thought it might be a sign of weakness. Elaine wondered what the point was. Amy and Damon thought it set a nice tone, and Maya could relate to Kate's admission right away.

“Well,” Tony interposed, “I'd say it looks like you all are on your way to getting to know each other and have a fresh start with Consolidated. I'm going to take my leave, but Kate and I have agreed to weekly updates, so I'll be hearing how things are going. Part of my job is serving the client directly. To do that, I have to make sure you have what you need. That includes both resources and time directly with the client, should you find that helpful. Just please let me know how I can help as things move forward.”

He stood to go. “Good seeing everyone. Oh, just one more thought before I leave. Listening to the feedback from Consolidated may have been rough but it's essential. This client is flat-out asking for a new direction. That's what I expect: new directions. You are on this team because I think you're the right people for this challenge. Take care, now.”

“See you at lunch, Kate,” he added as he gently closed the conference room door behind him.

Kate thought she sensed the tension relax—if only for a moment. But she knew things were about to get much more tense before they got better.