dough they can have, and peace of mind, if they find what Aristotle (350 BCE) calls the middle path, the one between excess and deficiency, which is by the way the definition of all those dysfunctions you analyzed in the upper leaf of the 4-leaf. Mirror Effect (Diagnosis) – And it is most important section in mid-term & final report where you put in all your posted entries from your field Storytelling Notebooks (5 by mid-term, 5 more by final). Please use storytelling standpoint methodology. You collect the stories (verbatim dialogue) and you tell the stories in a Mirror Effect meeting with your client. They listen because you also share the costs and lost revenues that are happening by continuing to do just as they are doing, and all the lower costs and untapped revenue potential that comes from doing a project with you. Mirror Effect (Savall et. al, 2008: pp.66, 149) is defined as the direct quotes and the storytelling recorded from stakeholders (copied out of your Storytelling Notebook interview & observation verbatim quotes), your own Expert Opinions (ibid, p. 66), & hidden revenue/hidden cost. I will give two examples. Table 2 – Report for MIRROR EFFECT Meeting Dysfunction, Structure, Behavior, Hidden Cost OBSERVED Frequency of Each Estimated Cost of each Occurrence of Cost & or Untapped Revenue Reasons for Each IDENTIFY DOWNWARD ECONOMIC PERFORMANCE SPIRALS 1. HC: Absenteeism 3 times a week $50 $150 Had to have do job of absent printer Excess Salary Spiral 2. Dysfunction: Time Management 1 time each week $100 $100 Printers wasting time Overtime Spiral 3. Behavior: Conflict of two operators 2 a week $50 $100 Behavior: two operators are fighting Overconsumption Spiral (wasted 4. HC: times a week $500 $1,000 Dysfunction: the of for the job from clerk to printer was wrong Nonproduction Spiral (customer refused job) 5. Behavior: Professional Categories 1 time a week $400 $400 Dysfunction: Work organization Noncreation of potential Revenue Spiral 6. Dysfunction: Integrated Training Once a year $1,000 $3,000 Operator not trained on paper cutter; Risk Spiral: some apprentice lost a finger
Step 13 - Evaluation (A-spiral) evaluate results of the project using the piloting Logbook indicators you have to date. Then renew the Diagnostic, and Project # 2 gets planned, and implemented. And do 2nd Mirror Report for Project # 2 as part of that diagnostic. Table 3 – reporting 2nd MIRROR EFFECT Diagnosis – Dysfunction, Structure, Behavior, Hidden Cost OBSERVED Frequency of Each Estimated Cost of each Occurrence SUBTOTAL of Cost & or Untapped Revenue Reasons for Each IDENTIFY ROOT-STEM: DOWNWARD ECONOMIC PERFORMANCE SPIRALS 1. Dysfunction: Work conditions 3 x/wk $25 $75 Time and energy spent accessing items in disorganized office Overtime (extra time spent doing non-value producing activity) 2. Dysfunction: 4 x/wk $20 $80 Failure to or of expectations to assistant Excess salary (time is spent clarifying or communicating instead of producing) 3. Dysfunction: Work organization 3 times a year $3,000 $9,000 Not having enough staff to increase client volume Nonproduction (potential clients lost due to lack of staff) 4. HC: non-quality 2 times a year $3,000 $6,000 Website needs to be dynamic in order to catch people’s attention Nonproduction (potential clients lost due to refined image) 5. Dysfunction: Time management 10 x/wk $10 $100 Time spent transitioning between unrelated tasks Nonproduction (time spent doing nonrevenue creating activities) 6. Dysfunction: Strategic implementation 2 times a year $4,000 $8,000 Failure to capitalize on investors looking to buy very low priced housing Nonproduction (loss of potential buyers) TOTALS: Weekly Annual YEAR TOTAL $ 255 $ 23,000 $36,260
Latour, 2005. Reassembling the Social: An Actor-Network-Theory. New York: Oxford University Press. Savall, Henri, Zardet, Veronique, & Bonnet, Marc. (2008). Releasing the Untapped Potential of Enterprises Through Socio-Economic Management. ISBN 978-2-917078-12-9 2nd Revised edition, 2008. London: International Labor Organization and France: Socio Economic Institute of Firms and Organizations.