Inbound Organization

Chapter 8Create an Inbound Operating System

Inbound organizations need a lean and efficient operating system to function at the highest level, which ensures alignment with the mission and strategies of all groups. An inbound operating system provides tools to support nonhierarchical communication, provides employee feedback, and gives teams the data they need to be successful. An inbound operating system binds everyone together to function as one unit in pursuit of the organization's mission.

An inbound operating system serves as an early warning system for potential problems or bottlenecks. When teams are meeting their goals, leaders don't need to spend much time inspecting their progress. The operating system identifies potential issues, so leaders can get a pulse on how teams are progressing and help keep them in alignment with the organizational mission and strategies.

An inbound operating system is unique to each business, but there are a few consistent components, including open communication tools, employee feedback mechanisms, structured interactions, a culture code, and a regular review of the mission and goals.

J. D. Sherman, COO of HubSpot, describes an inbound operating system this way:

Transparency without context is chaos. I spend most of my time listening and then helping cross-functional teams collaborate. Listening without bias to what people want is what inbound leaders do. Leaders must establish priorities, relentlessly explain the goals, and communicate ...