performs at a satisfactory level begins to get overpowered by a negative
reinforcing feedback loop. The lower the perception of a system’s
performance,
the lower the goal and expectations of how the system is capable of performing
drop. Since the gap between perception and expectation is narrowing, there will
naturally be less corrective action taken. When less
corrective action is taken, the
actual performance of the system decreases. If this negative loop continues
unbroken, the system will enter a state of perpetual decline.
This drifting toward lower performance and the erosion of goals happens
gradually, so it doesn’t set off alarms that corrective action is needed right away.
As the
performance slowly declines, the memory of better times and the belief
that they can be achieved again is erased. The result is lower expectations, less
effort, and worse performance.
How to fix them?
There are two ways to combat the erosion of goals and expectations. The first is
to maintain standards that are absolute no matter
what happens in terms of
performance. This reminds me of potty training my children. They had good
days and very,
very bad days, but my expectations and goals for them never
wavered. They would be potty trained one day,
and we continued to work
tirelessly until that goal was achieved and my expectations were met.
The second way is to set goals that are tied to the best performances from the
past. This makes the perception of what is possible in terms of performance
more positive.
When poor results occur, they are viewed as a temporary setback
that the system is able to overcome, allowing it to get
back on track to a better
performance. Now the reinforcing feedback loop is trending positive and
encouraging actors to work harder to achieve better results.
