The “back and forth” over driver’s license renewal is a typical symptom of management without method
The recent confusion surrounding the renewal of the CNH (Brazil's National Driver's License) - after the National Traffic Council (Contran) proposed new rules, such as making a course mandatory in order to renew the license - is yet another typical case of management without method. The federal government ended up canceling the resolutions after many protests against them, but the case revealed serious problems. This discussion lacked basic elements that any manager needs to have, such as transparent communication to everyone involved, a relevant and clear purpose, proven effectiveness of the new measures, and a definition of how they would be implemented. These are frequent shortcomings in the public sphere, but ones we often see in the private sector as well.
First of all, let us reflect: what would be the purpose of changing the procedures required to renew such an important document?
Some authorities argued that making this course mandatory would be justified because laws change frequently. Was that the problem they wanted to solve with this course? But if the purpose was to keep drivers informed, would a course taken at renewal, which happens every five years, be the best solution to the problem? Or would it be more effective, for example, to have efficient, everyday communication actions that, at the moment changes occur, alert drivers and society as a whole about the new traffic laws and rules?
A very relevant purpose for changing the processes for obtaining and renewing the CNH would obviously be to increase safety. But would a course taken by drivers every five years be effective in reducing accidents? No studies were presented to that effect, nor were experiments planned to prove the effectiveness of the measure, if that was indeed its real objective. Perhaps if studies had been carried out, public support for the new rules would have been greater, since we are living through a veritable war that causes thousands of deaths on the roads.
Since neither a relevant purpose nor the effectiveness of the measure was made clear, society, already weary and distrustful, began to think much more about the possible negative consequences (for example, more bureaucracy in the sector, new fees and inconveniences, and more business for a captive chain of suppliers, which is created by measures of this kind).
It was not clear what the plan would be for implementing this course to meet the demand for CNH renewals. Despite saying the courses would be free, it was not clearly shown where the public funds to pay for them would come from - which, in any case, would end up being paid for by citizens.
Faced with all the criticism from the public, the government, trying to avoid yet another blow to its image, quickly announced the revocation of the new rules. In doing so, it in a way undermined Contran. The argument for the cancellation was that the population cannot be burdened with yet more bureaucracy. But wasn't this considered beforehand? Did it take a general outcry? Had the technical bodies carried out studies? Were they not considered? Blunder upon blunder. Yet another case in the public sphere that becomes a national laughingstock, despite dealing with an extremely important subject involving everyone's safety on the roads.
Reflecting on this case, be honest: don't the shortcomings we saw here occur in a similar way in your company?
Or have you never seen decisions announced that catch everyone by surprise and that fail the test of a few basic little questions that echo through the hallways: what problem are they trying to solve? What is the greater purpose of the change? What justifies the effort this will generate; is the cost worth the benefit? What is the implementation plan? Has anyone analyzed the possible side effects? Was there dialogue among the spheres involved, horizontally and vertically? Was all of this communicated transparently to everyone involved?
A minimum of method, such as the good old PDCA (Plan, Do, Check, Act), can help avoid enormous waste - in both the public and private spheres.
