1、Lessons Learned Entry: 1589Lesson Info:a71 Lesson Number: 1589a71 Lesson Date: 2004-07-01a71 Submitting Organization: MSFCa71 Submitted by: Stephen Cooka71 Authored by: Donald Dugala71 POC Name: Donald Dugala71 POC Email: donald.d.dugalmsfc.nasa.govSubject: Next Generation Launch Technology (NGLT) /
2、 Create an Environment That Will Accept ?Bad News? by Management Abstract: A programs accomplishments depend on good, open, and integrated communication. The CAIB Report highlighted the issue of keeping a “code of silence” and its detriment to the success of a program. Programs should consider the “
3、Crucial Conversations” approach used in NGLT, which effectively deals with organizational cultures that historically encourage silence or retribution. Description of Driving Event: A programs accomplishments depend on good, open, and integrated communication. The CAIB Report highlighted the issue of
4、 keeping a “code of silence” and its detriment to the success of a program. This occurred within NGLT as well. One example was how the SE as hard as they tried, they could not be as open as they needed to be to resolve their issues. Lesson(s) Learned: The driving event reinforced the fact that NASA
5、as a whole does not like to hear bad news. Therefore, people fear bringing bad news forward to the Agency. The level of discussion around monthly status reports and the influence of Center management regarding what “could be shown to the Program Office” was an example of keeping bad news under wraps
6、. Upon further examination, a Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-strategy of “containment” was discovered that was driven by the overarching theme of “image management” within NASA. Recommendation(s): Programs should consider the “Crucia
7、l Conversations” approach used in NGLT, which effectively deals with organizational cultures that historically encourage silence or retribution. Educate/train people at all levels of the organization and give them a set of tools that will help in overcoming this detrimental way of operating. Evidence of Recurrence Control Effectiveness: N/ADocuments Related to Lesson: N/AMission Directorate(s): N/AAdditional Key Phrase(s): N/AAdditional Info: Approval Info: Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-
