Working Up

by Dwayne Phillips

“You get what you inspect, not what you expect” (source forgotten, lesson relearned painfully too often)

Relearning can be painful. At least “learning” is in there somewhere, and I believe that learning is a fruitful use of time.

Here’s a recent conversation:

Manager: I can’t believe how bad the quality of work done by the people who work for me.

Me: You sound disappointed.

Manager: Yeah, I expected much better from them.

Me: You told them what you expected as for as quality is concerned.

Manager: Of course I did. Why I…

Me: Did their early work meet your expectations?

Manager: No! I told you how bad their work is.

Me: What was their reaction to your early discussions about the difference between your expectations and their work?

Manager: Uh, what do you mean?

Me:  Well, you said their early work didn’t meet your expectations.

Manager: Well, uh, yeah, I mean look at it.

Me: When did you know that their early work didn’t meeting you expectations?

Manager: When I looked at their work.

Me: When was that.

Manager: Yesterday

Me: When did they start producing work?

Manager: Six months ago.

Me: So, you didn’t inspect or look at any of their work for six months.

Manager: Look, these are adults. I shouldn’t have to look over their shoulder to make sure they are doing their job. I mean I do my job for my pay. They should do their job for their pay. Like I said, they are adults.

Me: Were you sure you were doing their job? It doesn’t seem that you were managing the work.

Manager: You just don’t understand.

Me: I agree.

There are many possible reasons for not meeting expectations. Some are:

• The people didn’t know the expectations (expectations not expressed)
• The people heard the expectations, but misunderstood them (expectations expressed poorly)
• The people disagreed with the expectations (expectations incorrect in the opinion of some)
• The people ignored the expectations (expectations owned by someone whom no one respected)

We could go on.

Perhaps the world would be wonderful if everyone met my expectations, i.e., if everyone worked like an adult and didn’t need me looking at their work. Perhaps not. Regardless, I get what I inspect, i.e., what I examine, what I discuss with people, what I care enough about to spend my time. Without that effort on my part, I rarely get what I expect.

And I really wish I could remember the source of “you get what you inspect, not what you expect.” Reminders from readers are appreciated.