December 2014
Intermediate to advanced
310 pages
8h 34m
English
Content preview from The Connected CompanyBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Chapter 11. Connected companies experiment
We want to be a company that is constantly renewing itself, shedding the past, adapting to change.
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When the environment is variable with many unknowns, it is impossible to know in advance what kind of performance will be needed or what kind of learning will occur. If people are to learn, they must be free to experiment and try new things.
Moments of Truth
Jan Carlzon, former CEO of SAS Airlines (Skandinavian Airlines), pointed out in his book Moments of Truth (HarperBusiness) that a service company’s performance is contingent on its ability to deliver in critical time periods when they have an opportunity to deliver a customer impression. That impression can be positive, if the company can respond quickly and decisively, or it can be negative, if the company fails to deliver. Either way, in these kinds of moments, emotions run high and will leave a lasting impression.
The thing is, moments of truth come in so many varieties that it’s impossible to predict every situation and plan for it in advance. Even if you could, the manual of procedures would be so thick that front-stage workers could never look up the procedures in time.
For people to be effective in such situations, they need to understand the company’s purpose, its stance. A moment of truth at Nordstrom and a moment of truth at Southwest Airlines will require different kinds of responses, because the companies do different jobs.
But even if employees understand their company’s ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.