Where to Focus

In any business or organization, there are a greater number of potential focal points than there is attention available to focus on them. Focus, by definition, prioritizes fewer items by excluding or neglecting others. It is impossible to focus on everything in the same sense that it is impossible to prioritize everything.

A team or a company could focus on the delivery of a functional product on a short timeline as opposed to delivering a more perfect product on a longer timeline. Both have applications, and if you do more of one, you’re likely doing less of the other.

What about focusing on outcomes and processes? Neither is inherently better than the other, but each has applications where it matters that you focus on the best thing. If it doesn’t matter how a project gets done, then don’t focus on dictating the process. Grant autonomy and focus on the end product. If you could get somewhere faster, cheaper, or easier by compromising on your values, avoid the temptation to favor the short-term and focus on the process. This means acting in a way that maintains integrity and credibility long-term.

There is no indestructible golden rule when it comes to the decision about what to focus on. It varies with context. Making better choices about where to focus starts with thinking systemically.

There is an important “if/then” proposition associated with making the best choice about where to direct your focus. Suppose you have ten areas that need attention. If you focus on a particular one of those areas, does getting that one right resolve one or more of the other nine? Is the reverse also true? In other words, if solving problem #2 would also solve problem #7, then is it also true that solving problem #7 would solve problem #2? Focus on solving for the issues that will help solve other important problems.

Herb Kelleher always talked about getting great customer service by focusing on creating a great employee experience: “We take great care of our people, they take great care of our customers, and our customers take great of our shareholders.” Is the reverse true? If you focus on shareholders first, will that also take care of your customers and employees? Focusing first on customers or shareholders at the expense of employees is a great way to end up not taking care of anyone very well in the long run.

Focus on the areas that make other areas better, and avoid compromising values and long-term success to quick fix something in the short term.

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