FINAL REPORT1

CHANGE MANAGEMENT
COMPLACENCY
AND
SENSE OF URGENCY
GROUP MEMBERS

AYESHA MIR L1S08MBAM2053

AHMED ADIL L1S08MBAM2057
SAMIA NAYAB L1S08MBAM0048
SUBMITTED TO

PROF. SOHAIL SALEEM

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ACKNOWLEDGEMENT
Complacency
As per the subject of change management
We the group of AHMED ADIL, SAMIA NAYAB,
And AYESHA MIR has conducted a deep study
Of this topic through various online sources
And text book reviews from library

And we have gathered up and finalized a report

And a power point presentation to address the
Listeners in a whole new dimension by putting
Light on this topic

The whole idea and project is initiated under

Supervision & guidance of Prof. SOHAIL SALEEM
PROF. SOHAIL SALEEM
MSc. (Statistics), University of the Punjab, Lahore.

2010 COPYRIGHTS.
ALL RIGHTS RESERVED.

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TABLE OF CONTENTS
SR. # CONTENTS PAGE NO.

1 ACKNOWLEDGEMENT 2

2 INTRODUCTION 5

3 THE OLD STORY 7

4 COMPLACENCY IN REAL WORLD 8

5 SOVIET UNION FALL 9

6 PAKISTAN COMPLACENCY OVER KASHMIR 12

7 RUSSIAN NUCLEAR WEAPONS AGE 14

8 AMERICAN SPACE RACE 16

9 DIAMLER CHRYSLER 17

10 HITLER FALL OF NAZISM 18

11 FALL OF JAPAN 20

12 PAKISTAN COMPLACENCY OF BANGLADESH 21

13 THE END OF ABBASID CALIPHATE 23

14 SADAM: COMPLACENCY 25

15 AMERICA MILITARY SPENDING 27

16 THE DOWNFALL OF OTTOMAN EMPIRE 28

17 Toyota’s Complacency Causes Reputation to Crash 30

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18 Six Ways to Defeat Complacency 32

19 A STORY 34

20 POTENTIAL POINTER 35

21 ENDING NOTE 36

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INTRODUCTION

C omplacent;

The word complacent can also mean "complaisant" or "willing to

please." The word "complacent" comes from the French word
"complaire" which means "to please."

They believe that nothing will happen because they

have closed their doors.

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C omplacency; feeling of quiet pleasure or security, often while

unaware of some potential danger, defect, or the like; self-satisfaction
or smug satisfaction with an existing situation, condition, etc .A feeling
of contentment or self-satisfaction, especially when coupled with an
unawareness of danger, trouble, or controversy. An instance of
contented self-satisfaction.its origins goes back to 1640s, from same
source as complacence.

The text book version of complacency doesn’t reveal much about

its actual meaning but brought us to its meaning as a literature
element. But one has to underline the real scenarios where
complacency has played its part not just by affecting the outcome but
sometimes the entire history of mankind. And its accordingly effect has
been very much visible to world at large.

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AN OLD STORY

Now here is s story that we all are very much familiar with the
legendary race between the speedy rabbit and the lazy tortoise, it gives
us a perfect showcase of complacency at its best and reveals some of
its characteristics in real world where it can be visibly judged sort out
and could be fixed

The rabbit when fell asleep during the course of race was not upon
its smartness or confidence but it’s the complacency factor in him that
led him to believe that he’s the best in when it comes to racing and no
one can come across to his level of speed but this same complacency
led the tortoise outplay him and win the race

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COMPLACENCY IN REAL WORLD

Setting aside the text book stories and other bed time stories
aside now we will see the complacency in real world where it actually
brought some changes and affected many .in some cases has proven
fatal and resulted in incidents that shouldn’t be happened in the first
place. Bloodshed, chaos, downfall and massive corporate losses are the
price of complacency that mankind has paid in its journey. In the
following discussion we will highlight some of the biggest case of
complacency ranging from different continents and different part of
history to this very day and some cases where the sense of urgency
came.

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SOVIET UNION FALL

T he soviet union own the most biggest empire on the face of this
planet and ever existed in history, covering half of the planet land and
with 21 time zones had its high and lows but at its ending the rulers
never thought that with such a tremendous military power and
enormous natural resources would fall like a deck of cards because they
have a complacency that one way or another the military will crush any
uprising or opposition to this totalitarian regime but at end it wasn’t
the outsiders but the government itself who terminated the empire.

For fifty years the world lived under the shadow of the Cold War,
fearing a fatal confrontation between the American and Soviet Union.
Millions of individuals lived and suffered under the seventy-year reign
of the USSR, crushed under the dead weight of a stagnant empire. But
the ascension of Mikhail Gorbachev to the supreme leadership of the
Soviet Union in 1985 began a tumultuous period that culminated with
the fall of the realm founded by Lenin and Stalin. On Christmas Day in
1991, the Hammer and Sickle Flag of the Soviet Union was lowered for
the last time above the Kremlin and replaced with the Russian flag.
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After the death of Brezhnev in 1982, leadership of the Soviet Union

passed to Andropov and Chernenko in rapid succession. They were
both old and sick men who died not long after taking power. However,
Andropov groomed young Mikhail Gorbachev as his eventual successor
and on March 11, 1985 became General Secretary and ruler of the
USSR. Gorbachev was well aware that problems of all sorts plagued the
Soviet state. Elder leaders were alarmed at the apathy and indifference
the youth showed towards communism. Gorbachev also recognized
that the Soviet economy needed fundamental reforms, as it had not
posted positive growth in nearly a decade.

Gorbachev responded to the Soviet Union's problems by introducing

perestroika, or economic restructuring, and glasnost, an element of
political freedom. Perestroika was unable to reverse the collapsing
Soviet economy despite Gorbachev's best efforts. Corruption and
bureaucracy was far too entrenched in the economy for legislation to
make a dent in the economic crisis. Glasnost was more successful but
not in the ways that Gorbachev envisioned. The first free elections in
over seventy years occurred in 1989 and reformist politicians swept
into power in regional positions across the nation. Boris Yeltsin
captured a seat in the new Congress.

Gorbachev's decision to not use military force to put down revolutions

in Eastern Europe further eroded the power of the Soviet Union during
1989 and 1990. The fall of the Berlin Wall and communist governments
throughout the old Soviet Bloc generated demands for reforms to the
Soviet government as well. Non-Russian minority groups throughout
the Soviet Union agitated for independence during this period. The
Baltic Republics led the way in demanding freedom from Soviet
occupation.

The tensions in the Soviet Union came to a head in August 1991 when a
group of right wing military and KGB leaders staged a coup in Moscow

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while Gorbachev was on vacation in the Crimea. Boris Yeltsin gained

international acclaim when he occupied the Russian White House and
faced down the threats of the leaders of the coup. At one point Yeltsin
climbed atop a tank and rallied the people to oppose the coup. Lacking
organization and support by the military itself, the coup collapsed after
three days. Gorbachev was forced to greatly reduce the power of the
Communist Party in order to prevent further attempts to seize power.
Unwilling to consolidate his power by using brute force, Gorbachev was
unable to reestablish real control over the nation following the coup.

Although Gorbachev was the nominal chief of state, Boris Yeltsin now
had immense popular support and wielded more substantial power.
Over the next four months, Gorbachev and Yeltsin negotiated the
transition of power made inevitable by the will of the people. Although
Gorbachev tried to preserve some form of socialism and strongly urged
that the individual Soviet republics retain close relations, he was unable
to convince either Yeltsin or representatives from the republics. On
December 1, 1991 all non-Russian republics of the Soviet Union
declared independence. On that historic Christmas Day of 1991, the
long and sad history of the Soviet Union came to a final and peaceful
end.

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PAKISTAN COMPLACENCY OVER

KASHMIR
Pakistan in 1947 made a standstill agreement with hari singh the ruler
of Kashmir at that time, it was decided that a poll will take place and
the people will decide which country to join Pakistan or India but hari
sign break the pact and signed a freewill joining act with India through
secret consideration, which ultimately led Pakistan to open war and
since this day over 6 decades the fight is on, at end it was Pakistan
complacency that made it to a believe that somehow hari sign with its
root in India will b stick loyal to the agreement and keep its word. This
act of hari sign brought sense of urgency to Pakistan government at
that time and as in situation of war Pakistan undermined all the earlier
non-aggression treaties with India and moved its forces to march in
Kashmir to acclaim the territory to Pakistan.

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Ranbir Singh's grandson Hari Singh, who had ascended the throne of

Kashmir in 1925, was the reigning monarch in 1947 at the conclusion of
British rule of the subcontinent and the subsequent partition of the
British Indian Empire into the newly independent Union of India and
the Dominion of Pakistan. As parties to the partition process, both
countries had agreed that the rulers of princely states would be given
the right to opt for either Pakistan or India or—in special cases—to
remain independent. In 1947, Kashmir's population was "77% Muslim
and 20% Hindu" To postpone making a hurried decision, the Maharaja
signed a "standstill" agreement with Pakistan, which ensured continuity
of trade, travel, communication, and similar services between the two.
Such an agreement was pending with India. In October
1947, Pashtuns from Pakistan's North-West Frontier Province invaded
Kashmir. The ostensible aim of the guerilla campaign was to frighten
Hari Singh into submission. "Instead the Maharaja appealed
to Mountbatten for assistance, and the Governor-General agreed on
the condition that the ruler accede to India." Once the Maharaja signed
the Instrument of Accession, "Indian soldiers entered Kashmir and
drove the Pakistani-sponsored irregulars from all but a small section of
the state. The United Nations was then invited to mediate the quarrel.
The UN mission insisted that the opinion of Kashmiris must be
ascertained, while India insisted that no referendum could occur until
all of the state had been cleared of irregulars." However, this chain of
events is disputed by Pakistan, which claims that the Indian army
entered Kashmir before the Instrument of Accession was signed.
The Pakistani government immediately contested the accession,
suggesting that it was fraudulent, that the Maharaja acted under
duress, and that he had no right to sign an agreement with India when
the standstill agreement with Pakistan was still in force.
Indian Prime Minister has himself urged U.N. to poll Kashmir and on the
basis of results Kashmir's accession will be decided.

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RUSSIAN NUCLEAR WEAPONS AGE

Russia till 1935 has no nuclear weapons concept or any discussion or

any facility to provide any ground research on this massive scale and
was literary in this dilemma or complacency that science is not that
much advanced to make such weapons or perform such chemical
reactions that can bring chaos at such level but it was the intelligence
report of KGB spy that unveil the top secret Manhattan project of
America and it bring the necessary sense of urgency to design a frame
work to develop such weapons of mass destruction.

The most significant early work on fission in the Soviet Union was
performed by Yakov Zel'dovich and Yuli Khariton who published a series
of papers in 1939-41 that laid the groundwork for later Soviet atomic
weapons development.

The Soviet weapons program proper began in 1943 during World War
II, under the leadership of physicist Igor Vasilievich Kurchatov. The
program was initiated by reports collected by Soviet intelligence about
the rapidly growing Manhattan Project in the U.S. It remained largely an
intelligence operation until the end of the war, but it was a highly
successful one, due to sympathies of many for the wartime Soviet
Union fighting Nazi Germany; the socialist political sympathies of some;

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and the weak security screening program necessitated by the hasty

assembly of the vast program. Klaus Fuchs, an important physicist at
Los Alamos, was by far the most valuable contributor of atomic
information.

Immediately after the conclusion of the war against Japan, the Soviet
program moved into high gear. Lavrenti Beria was appointed to head
the entire project, with Kurchatov remaining as scientific director. Using
the detailed data available on the American program, and the detailed
design description of the Fat Man bomb provided by Fuchs in June
1945, the Soviet program achieved its first test in almost exactly four
years.

The first Soviet nuclear reactor (and the first nuclear reactor in Europe)

went critical on Christmas day 1946, at 6 p.m. local time at the
Kurchatov Institute in Moscow. The graphite moderated F-1 (for
"Physics-1") was apparently based on the design of the Hanford 305
reactor and originally operated at a power level of 10 watts (later
upgraded to 24 kilowatts). Larger graphite moderated plutonium
production reactors provided the fissile material for the first Soviet
atomic bombs.

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AMERICAN SPACE RACE

America after world war 2 was so much busy mastering the technology of
nuclear weapons that some or few resources were allocated for its space research
program such that it was in complacency that soviet union will never be able to
develop a technology so much advanced to launch and object in space although
soviets had started there space research program in early 50’s but America still
couldn’t come into terms that soviets can indeed result any significance in this
field but after the first artificial satellite launched by soviet space agency in 1957 it
created a chaos in American government and ultimately in it has to make a
separate civilian space research executive department by the name of NASA that
will echo till this day in the mind of space researchers.

After the Soviet space program's launch of the world's first

artificial satellite (Sputnik 1) on October 4, 1957, the attention of the United
States turned toward its own fledgling space efforts. The U.S. Congress, alarmed
by the perceived threat to national security and technological leadership (known
as the "Sputnik crisis"), urged immediate and swift action; President Dwight D.
Eisenhower and his advisers counseled more deliberate measures. Several
months of debate produced an agreement that a new federal agency was needed
to conduct all non-military activity in space. The Advanced Research Projects
Agency (ARPA) was also created at this time to develop space technology for
military application.

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DIAMLER CHRYSLER

I n 2007 auto giant Daimler Chrysler was in a very big loss due to its vehicles’
recall and worldwide credit crunch and due to its basic operations in America its
top management thought that the U.S government will somehow issue huge
bailout in billions that it is in a complacency while knowing the fact that America’s
trade budget deficit is all time high and hence by refusal of bail out request the
company has to sale its Chrysler unit to a NEW YORK based equity group in 7
billion dollars.
Daimler AG (formerly DaimlerChrysler, FWB: DAI is a German car corporation. It is
the thirteenth-largest car manufacturer and second-largest truck manufacturer in
the world. In addition to automobiles, Daimler manufactures buses and provides
financial services through its Daimler Financial Services arm. The company also
owns major stakes in aerospace group EADS, high-technology and parent
company of the Vodafone McLaren Mercedes racing team McLaren Group (which
currently is in the process of becoming a fully independent stand-alone corporate
entity, and Japanese truck maker Mitsubishi Fuso Truck and Bus Corporation.
DaimlerChrysler was founded in 1998 when Mercedes-
Benz manufacturer Daimler-Benz (1926–1998) of Stuttgart, Germany merged with
the US-based Chrysler Corporation. The deal created a new entity,
DaimlerChrysler. However, the buyout failed to produce the trans-Atlantic
automotive powerhouse dealmakers had hoped for, and DaimlerChrysler
announced on May 14, 2007 that it would sell Chrysler to Cerberus Capital
Management of New York, a private equity firm that specializes in restructuring
troubled companies. On October 4, 2007 a DaimlerChrysler Extraordinary
Shareholders' Meeting approved the renaming of the company. From October 5,
2007, the company has been titled Daimler AG. The US company adopted the
name Chrysler LLC when the sale completed on August 3, 2007.
Daimler produces cars and trucks under the brands of Mercedes-
Benz, Maybach, Smart, Freightliner and many others.

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HITLER FALL OF NAZISM

Hitler in 1944 the man who conquered 80% of Europe and was
setting his eyes on Britain and America at its ending moments were
surrounded by the allies from west it was the mighty Russians and
from east it was the combined American, French and British armies
marching fast towards the capital Berlin and Hitler the furor still was in
complacency that the Germans will hold on and fight so much
convinced that he gave orders to its field marshals that the soldier who
refuses to fight had to be shot at site, knowing the fact that it is just a
matter of times that these hostile armies will level the entire capital to
its feet, he kept on giving furious order, till at end when it was
moments away from the reach of allies he committed suicide in his
chancellery building bunker.

By July, 1944, the German military situation was desperate, and a

group of high military and civil officials (including Field Marshal Erwin

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von Witzleben and Karl Goerdeler) attempted an assassination. Hitler

escaped a bomb explosion with slight injuries; most of the plotters
were executed. Although the war was hopelessly lost by early 1945,
Hitler insisted that Germans fight on to the death. During the final
German collapse in Apr., 1945, Hitler denounced Nazi leaders who
wished to negotiate, and remained in Berlin when it was stormed by
the Russians.
On Apr. 29 Hitler married his long-time mistress, Eva Braun, and on
Apr. 30 they committed suicide together in an underground bunker of
the chancellery building, having ordered that their bodies be burned.
Hitler left Germany devastated; his legacy is the memory of one of the
most dreadful tyrannies of modern times.

FALL OF JAPAN

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Japan a country of four Islands is the only country to have stricken

Russia, America and Britain simultaneously in Pacific Ocean. But its top
empirical military advisors overseen the danger of there country’s
vulnerability against the allies. And this complacency of theirs proven
fatal for them such that in 1945 America dropped first nuclear weapon
nit in Germany but on Japan which killed thousands of peoples and at
last the emperor of Japan announced the surrender of Japan

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PAKISTAN COMPLACENCY OF
BANGLADESH

In 1970 on the brink of indo-pak war and prior to the separation of

Bangladesh many assurances were given by world super powers which
were repeated again and again on state run media channels and radios
stations but none was true at all, because PAKISTANI government was
in a state of complacency by knowing that India is plotting a big attack
on eastern borders and the Bengali uprising forces are attempting to
over through the government and both will successes because of low
troop number and few influence over the population, still Pakistan
hoped to overcome but on 3rd of December that year all hell break lose
when India made a pre-emptive strike along with Bengal rebel forces
equipped with guerilla warfare and resulted in the separation of
Bangladesh

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The Bangladesh Liberation War Muktijuddho was an armed conflict

pitting East Pakistan and India against West Pakistan. The war resulted
in the secession of East Pakistan, which became the independent
nation of Bangladesh.
The war broke out on 26 March 1971 as army units directed by West
Pakistan launched a military operation in East Pakistan
against Bengali civilians, students, intelligentsia, and armed personnel
who were demanding separation of the East from West Pakistan.
Bengali military, paramilitary, and civilians formed the Mukti
Bahini ("Liberation Army") and used guerrilla warfare tactics to fight
against the West Pakistan army. India provided economic, military and
diplomatic support to the Mukti Bahini rebels, leading Pakistan to
launch Operation Chengiz Khan, a pre-emptive attack on the western
border of India which started the Indo-Pakistani War of 1971.
On 16 December 1971, the allied forces of the Indian army and the
Mukti Bahini defeated the West Pakistani forces deployed in the East.
The resultingsurrender was the largest in number of prisoners of
war since World War II.

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THE END OF ABBASID CALIPHATE

The Abbasid caliphate the third in line to the succession of caliphates
in Muslim history made their capital the Baghdad but never treated or
given the fair share of wealth to other parts of empire in 1258 the
Mongol warrior Halaku khan set his eyes on Baghdad and marched with
his ruthless and barbaric army to level the city , knowing the danger
prior to its occurrence the Abbasid dynasty do little or nothing to stop
or get prepare even in defense aspect thought that if ever Halaku khan
set or trespass the borders into desert the entire Muslim world will
fight behind us but halaku khan did indeed trespass the borders and
marched right towards the Baghdad but no one in Muslim world came
to save Baghdad. Because it was the complacency of Abbasids that
there will be a cavalry to save them from all over Mideast but non
resulted In action, at end the entire Bagdad was burnt libraries books
were torn apart palaces looted thousands of scholars and scientist
murdered at that time the river of Bagdad turned red.

The Abbasid Caliphate was the third of the Islamic Caliphates of

the Islamic Empire . It was ruled by the Abbasid dynasty of caliphs, who

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built their capital in Baghdad after overthrowing the Umayyad caliphs

from all but Al Andalus.
It was founded by the descendant of the Prophet Muhammad's
youngest uncle, Abbas ibn Abd al-Muttalib. It was created
in Harran in 750 and shifted its capital in 762 from Harran to Baghdad.
It flourished for two centuries, but slowly went into decline with the
rise to power of the Turkish army it had created, the Mamluks. Within
150 years of gaining power across Persia, the caliphs were forced to
cede power to local dynastic amirs who only nominally acknowledged
their power, and had to cede Al Andalus to an escaped Umayyad royal
and the Maghreb and Ifriqiya to independent entities such as
theAghlabids and the Fatimids.

Their rule was briefly ended for three years in 1258, when Hulagu Khan,
the Mongol conqueror, sacked Baghdad, resuming in Egypt in 1261.
They continued to claim authority in religious matters from their base
in Mamluk Egypt up to 1519 when power was formally transferred to
the Ottomans and the capital transferred to Istanbul.

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SADAM: COMPLACENCY
Saddam Hussein Abd al-Majid al-Tikriti born on 28 April 1937 – 30
December 2006 was the President of Iraq from 16 July 1979 until 9 April
2003. A leading member of the revolutionary Ba'ath Party, which
espoused secular pan-Arabism, economic modernization, and Arab
socialism, Saddam played a key role in the 1968 coup that brought the
party to long-term power.

As vice president under the ailing General Ahmed Hassan al-Bakr, and

at a time when many groups were considered capable of overthrowing
the government, Saddam created security forces through which he
tightly controlled conflict between the government and the armed
forces. In the early 1970s, Saddam spearheaded Iraq's nationalization of
the Western-owned Iraq Petroleum Company, which had long held a
monopoly on the country's oil. Through the 1970s, Saddam cemented
his authority over the apparatuses of government as Iraq's economy
grew at a rapid pace.
As president, Saddam maintained power during the Iran–Iraq War of
1980 through 1988, and throughout the Persian Gulf War of 1991.
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During these conflicts, Saddam suppressed several movements,

particularly Shi'a and Kurdish movements seeking to overthrow the
government or gain independence, respectively. Whereas
someArabs venerated him for his aggressive stance against foreign
intervention and for his support for the Palestinians, other Arabs and
Western leaders vilified him as the force behind both a deadly
attack on northern Iraq in 1988 and, two years later,
an invasion of Kuwait to the south.
By 2003, the administration of U.S. President George W. Bush perceived
that Saddam remained sufficiently relevant and dangerous to be
overthrown. In March of that year, the U.S. and its allies invaded Iraq,
eventually deposing Saddam. Captured by U.S. forces on 13 December
2003, Saddam was brought to trial under the Iraqi interim government
set up by U.S.-led forces. On 5 November 2006, he was convicted of
charges related to the 1982 killing of 148 Iraqi Shi'ites convicted of
planning an assassination attempt against him, and was sentenced to
death by hanging. Saddam was executed on 30 December 2006.

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AMERICA MILITARY SPENDING

America as self proclaimed leader of peace and in charge of world
stability is indeed has the world biggest military spending in world with
711 billion dollars nearly 50% of world spending yet it has the Security
Council seat in U.N and world is still in complacency that America will
not go for another invasion. from past 40 years America has invaded
number of countries from Vietnam to Somalia , Afghanistan to Iraq and
still the world is in this sense of believe that America is the only defense
against the evil and authoritarian regimes.

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THE DOWNFALL OF OTTOMAN EMPIRE

T he Ottoman Empire, the empire that brought much powers both

military and economic to Muslim world at its ending days had
complacency. Which was that in world war 1 in 1914 they sided with
the Germans as they thought that there vast territorial advantage and
huge army will outnumber the enemies but they fail to come in sense
that there nemeses had equipped tem selves with hi-tech weaponry of
that time and this complacency of them proved fatal as they lost in
battle and in 1918 this magnificent empire dissolved into small Muslim
states.

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The Ottoman Empire, Osmanic Empire or Ottoman State  also known by

its contemporaries as the Turkish Empire or Turkey (see the other
names of the Ottoman State), was an empire that lasted from 1299
to November 1, 1922 as an imperial monarchy) or July 24, 1923[ (de
jure, as a state). It was succeeded by the Republic of Turkey, which was
officially proclaimed on October 29, 1923.
At the height of its power (16th–17th century), it spanned three
continents, controlling much of Southeastern Europe, Western
Asia and North Africa The Ottoman Empire contained 29 provinces and
numerous vassal states, some of which were later absorbed into the
empire, while others were granted various types of autonomy during
the course of centuries. The empire also temporarily gained authority
over distant overseas lands through declarations of allegiance to
the Ottoman Sultan and Caliph, such as the declaration by the Sultan of
Aceh in 1565; or through the temporary acquisitions of islands in the
Atlantic Ocean, such as Lanzarote in 1585.
The empire was at the center of interactions between
the Eastern and Western worlds for six centuries.
With Constantinople as its capital city and vast control of lands around
the eastern Mediterranean during the reign of Suleiman the
Magnificent (ruled 1520 to 1566), the Ottoman Empire was, in many
respects, an Islamic successor to the Eastern Roman (Byzantine) Empire.

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Success Sows the Seeds of Failure –

Toyota’s Complacency Causes Reputation
to Crash—(A CASE)
By Denise Harrison, Vice President
Can success breed failure? This seems like an oxymoron doesn’t it? But
world class companies continue to fall into this trap – Toyota is the
latest example. Toyota gained market share in the automotive market
by focusing on quality – this was their strategic competency. This
single-minded concentration on quality built trust with consumers
worldwide, wooing consumers away from other less conscientious
manufacturers. But the recent recall of millions of Toyota vehicles over
several model years shows how Toyota’s loss of focus on quality has
severely damaged the trust that had been built up over decades. The
cost of the recall will be millions of dollars in the short-term, but the
loss of future sales and its reputation is incalculable.

Toyota – Culture of Quality

How did Toyota institutionalize its quality culture? One aspect of the
“Toyota Way” is that newly hired engineers were mentored for 10
years to ensure that they are fully imbued with the values around
which the culture is built. Another aspect of the quality culture was the
concentration on analyzing consumer complaints and acting on the
analysis quickly. However, when Toyota set its goal to become the
world’s largest automotive manufacturer, it lost sight of the key values
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that gave it its reputation in the first place. In order to meet its growth
targets Toyota had to hire many new engineers globally; however it did
not have the senior engineers available to mentor the new team in the
manner that it had in the past. In addition, it no longer spent as much
time analyzing consumer complaints – and in some cases it came up
with low cost “fixes” (e.g. replacing floor mats in response to
complaints of sticky accelerator pedals). One final aspect of the decline
was that Toyota did not share safety information worldwide, so
problems that cropped up in Europe were not shared with the US.
Hence its “failure to connect the dots”, as stated by Akio Toyoda when
commenting on the recent recall.

What Should We Learn?

Toyota’s early growth resulted from its relentless pursuit of quality –
this was its strategic competency; however, it lost its way when growth
took priority. When you lose sight of your strategic competency, the
very differentiator that gives you your competitive advantage, you will
damage your reputation in the market. This reputation often takes
decades to build. So as you look to grow, make sure that the growth
does not cause you to grow faster than you can grow your strategic
competency. This means that you must have plans to ensure your
intellectual capital (strategic competency) grows at the same pace as
your sales growth. This competency expansion is a critical
consideration as you develop your strategy.

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Ways to Defeat Complacency

Complacency – and its ill effects – is all around us.

The good news is that complacency often comes after some success.
The bad news is that it can spread quickly and reduce future success
significantly. The best news is that it can be defeated. Here are six steps
to help you.

Recognize it.

Doctors know it is hard to treat a patient until a diagnosis is made.

Complacency can start from a quiet confidence, which most would see
as a positive, and slowly become a problem with first stages that aren’t
noticed. What do you see different in people’s (or your) habits and
approach? Are you taking the little things for granted? Are you doing
less of the things that led to past successes?

Put it in context
Complacency won’t likely occur until you have had some success!
Complacency comes because of the success. So, recognize and
celebrate the success first, then challenge the complacent thoughts and
actions. Help people remember the feeling that came with the success.
When they can emotionally connect to that feeling, you can use that to
fight off complacency and get focused on the next achievement.

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Set new goals

If past goals have been met and no new ones set, you have a problem.
Now is the time to engage others in setting new goals. Create them
with the same excitement and anticipation you did in setting the past
goals you and your team has met. Make sure the new goals are
challenging enough to inspire the energy to combat complacency.

Keep purpose clear

Goals are great, but it is the underlying purpose or “why” that will truly
drive discipline and performance and be a natural antibiotic for
complacency. Remind people of your purpose. Connect people to the
emotions of success and of reaching the purpose. If the purpose or
vision has changed due to past achievements, recast that purpose in as
meaningful a way as you possibly can.

Create healthy competition

Human beings love competition – whether with themselves or others.
You can combat complacency with creative competition. Create ways to
help people compete against themselves, or against the goals they
surpassed last year. Allow teams to compete (though not in a
destructive or disabling way) with each other in seeking common goals.
Define an outside competitor as the source of your energy and effort.

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Remember history and human nature

Like the examples at the beginning, history shows that complacency is a
part of the human condition. Recognizing this helps you deal with it
personally and as a team or organization. However, when you feel it or
see it, don’t resort to guilt or blame; rather, acknowledge it, and use all
your mental and emotional energy to focus on overcoming it instead of
worrying about its presence.

A STORY
Kierkegaard's Complacent Duck
There was a Danish philosopher named Kierkegaard whose writings are
weighty and tough to read. But that deep thinker one time told a
simple parable that describes how easy it is to slide into complacency.

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According to his parable, one spring, a duck was flying north with a
flock. In the Danish countryside that particular duck spotted a barnyard
where tame ducks lived. The duck dropped down and he discovered
these ducks had wonderful corn to eat. So he stayed for an hour....then
for the day....a week then went by and a month. And because the corn
and the safe barnyard were so fine, our duck ended up staying the
whole summer at that farm. Then one crisp Fall day, some wild ducks
flew overhead, quacking as they winged their way south. He looked up
and heard them -- and he was stirred with a strange sense of joy and
delight. And then, with all his might he began flapping his wings and
rose into the air, planning to join his comrades for the trip south.

But all that corn had made the duck both soft and heavy -- and he
couldn't manage to fly any higher than the barn roof. So he dropped
back to that barnyard and he said to himself, "Oh well, my life here is
safe and the food is good!" After that in the Spring and in the Fall, that
duck would hear wild ducks honking as they passed overhead -- and for
a minute, his eyes would look and gleam -- he'd start flapping his wings
almost without realizing it...but then a day came, when those others
would pass overhead uttering their cry -- and the now tame duck would
not pay the slightest attention.

POTENTIAL POINTER
Complacency; avoid it at your peril. When you choose to attack it
before it spreads in your mind or the mind of your organization, the
steps above will help prevent the spread and with consistent effort
eliminate your current outbreak. Complacency strikes everyone at

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different times in our lives. As an individual you must stave off the ill
effects for yourself. As leaders the challenge is larger, but the rewards
even greater. Diagnose then defeat complacency, and you will achieve
greater results in the future than you ever have in the past.

The end
Farewell note

As this class of our comes to an end, we have taken a lot of

knowledge and some precious lessons from you regarding life, your
lectures were an inspirations especially the slides and other data
material you often present us with, at last here are some of pictures of
the lecture you gave us about the anger management in relationship
and how to keep it going smooth, thank you very much and it has been
an honor and a privilege to have taken this subject from you

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CHANGE MANAGEMENT