Tag: Amazon

Four Factors Hindering Transformation

The problem with good service design is that you don’t notice it. It’s only when you experience truly bad design that you appreciate the good stuff. That’s why so few organisations are design led. They focus on designing out the bad rather than designing in the good from the beginning. Earlier this week I ordered ...

What We Can Learn From The Oldest Companies in The World

Shigemitsu Kongo, a Japanese Buddhist temple builder, formed his construction company Kongo Gumi in in 578 AD. His company built relationships with their customers that lasted for 1,400 years, surviving through many wars and natural disasters,  just like their temples. It wasn’t technology that nearly killed the company, but cashflow. The oldest company in the world ...

The Rise Of Business Bullshit – And How We Can Fight It

“One of the most salient features of our culture is that there is so much bullshit. Everyone knows this, but we have no clear understanding of what bullshit is, why there is so much of it, or what functions it serves.” – Harry Frankfurt  On Bullshit Many people in the social sector will have heard about ...

Why Small Teams Win

In the early days of Amazon, Jeff Bezos came up with a rule: every team should be small enough that it could be fed with two pizzas. The ‘Two Pizza Rule’ signalled that Bezos didn’t want more talking, more line reports and more communication. He wanted a decentralised, even disorganised company where creativity and independence prevailed ...

Avoiding The Yo-Yo Effect of ‘Corporate Change Convulsions’

Speeches you never hear at a corporate conference: “….. Our Transformation Programme is going to be small and imperfect. We are going to do many small things that probably won’t work straight away.’ – Chris Bolton In the early 1960s, a New York housewife named Jean Nidetch began a weekly meeting with friends at her home to ...

Why Transformation Fails – And How To Avoid It

The concept that 70% of change and transformation programmes fail emerged in the mid 1990’s. There’s actually little evidence that this is true. The 70% figure seems to have emerged because of a lack of clarity about what success looks like – and that most people have a bad experience of them. My contention is ...

Know Your Customers, Just Never Ask Them What They Want

We do not really know what our potential users will really respond to, what they will understand or what they’ll hate until we really see them using it –Jonathan Courtney If you are working on any new service change or product there’s one question I guarantee will be asked of you at some point: “What ...

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Lessons From a Year Spent on a Two Pizza Team

Work alone. You’re going to be best able to design revolutionary products and features if you’re working on your own. Not on a committee. Not on a team – Steve Wozniak In the early years of Amazon , as the company was in transition from fledgling startup to world-eating behemoth , managers held a corporate ...

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What Uber, Comms Hero and HouseParty tell us about the future of the conference…

(A version of this post originally appeared on 24Dash – go visit them as they’re great!) 2pm 11th June: London grinds to a halt. Cab drivers have downed tools for an hour. Uber, a smartphone app that offers an easy and cheap taxi booking service, has rolled into the UK. Our taxi drivers, required to ...

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Don’t Listen To Your Sector: Be More Weird

Had a bit of drama over the past week. I’ll recap it for you as quickly as possible – as most readers of this blog don’t work in the same sector as I do. Essentially Mick Kent, my CEO, wrote a challenging piece setting out why we have embarked upon a different service vision. Bromford are celebrating 50 ...