Aligning Behaviors with Business Systems for Lasting Success with Kenneth Wisinski

In the latest episode of MetaPod, host Ron Crabtree and guest Kenneth Wisinski of S A Partners dive into the often-overlooked role of behaviors in driving sustainable organizational improvement. Throughout their conversation, they explore how behavioral systems can make or break efforts in digital transformation, lean practices, and continuous improvement and offer valuable insights for any organization struggling to maintain improvements or implement lasting change. 

The Behavioral Lens as an Approach to Improvement

Kenneth introduces the concept of examining behavior as a critical factor in operational success. Unlike traditional improvement programs focusing primarily on processes and technology, Kenneth emphasizes the importance of understanding what people do and say, and the gaps between those actions and words. 

A key to Ron and Kenneth’s discussion is the idea of “sticky” improvements – initiatives that continue to deliver results over time. Too often, organizations celebrate a successful rollout only to see progress regress months later. Kenneth suggests this is because behavioral systems, which underpin those improvements, are not fully understood or addressed.

Where to Look for Behavioral Insights

Kenneth outlines four areas where organizations can apply a behavioral lens to uncover opportunities for improvement:

1. Buzzwords vs. Reality: Common workplace terms like “empowerment,” “accountability,” and “teamwork” are often used without a clear connection to measurable actions. Kenneth advises taking a step back to define these terms through observable behaviors. For example, instead of just saying “We need more ownership and empowerment,” ask what specific actions would demonstrate ownership and empowerment in your organization. 
2. Inconsistent or Unstable Processes: If a process delivers inconsistent results – or if improvements quickly regress – behavioral factors could be the culprit. Kenneth encourages organizations to examine how behaviors around these processes might be contributing to instability.
3. Firefighting Culture: Teams stuck in a constant state of reactive problem-solving may benefit from a closer look at underlying behavioral patterns. Are managers creating a culture of urgency that discourages long-term planning? Is there a feedback system in place to support proactive improvement?
4. Viral Behaviors: Both positive and negative behaviors can “go viral” in organizations, influencing how teams operate. Kenneth recounts examples where dismissive management behaviors stifled employee participation and innovation. Conversely, when leaders modeled and reinforced desired behaviors, those behaviors spread across teams. 

Moving from Diagnosis to Action

Once an organization identifies behavioral challenges, the next step is creating structures and systems to encourage desired behaviors. Kenneth uses the example of teamwork: instead of simply asking for better collaboration, leaders within the organization should create opportunities for cross-functional meetings where employees can work together on specific problems.

This approach aligns with the concept of key behavioral indicators (KBIs) – leading metrics tracking the actions most likely to drive desired outcomes. For instance, in a meeting culture, KBIs might include metrics like the percentage of participants who come prepared with pre-reads or actively contribute during discussions.

Building Positive Viral Behaviors

Kenneth highlights the power of intentionally promoting positive viral behaviors. By recognizing and reinforcing desired actions, organizations can create a ripple effect. For example, if a team successfully models collaborative behaviors, their approach can influence others and become the standard for future teamwork throughout the organization. 

Connect and Learn More

This episode is a call to action for leaders to rethink their approach to improvement and focus on behaviors rather than solely on processes, tools, or KPIs to achieve more sustainable results. Adopting a behavioral lens could be the key to uncovering your team’s full potential. If you have questions or would like to further discuss the role of behaviors in driving improvement, reach out to Kenneth via email at [email protected] or visit sapartners.com

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