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THE RESPONSIVE ENTERPRISE
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Introduction Vikram Kapoor
CEO Prowareness
Serial Entrepreneur
Investor & Coach of startups
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Book
Co-written by Rini van SolingenSolingen
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Theory & practical knowledge
Theory of the book
Forces
RE Index
And what we can learn from organizations & thoughtleaders
Coolblue
Valve
Google (Kevin Gibbs)
Prowareness
Mark Andriessen
Deborah Gordon
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Time
Dist
ance
betw
een
cust
omer
and
supp
lier
Why are we talking about a Responsive Enterprise?
Hunt
er
Farm
er
Mid
dle
Ages
Indu
stria
l Rev
olut
ion
Mas
s Urb
aniza
tion
High
lyco
nnec
ted
post
mod
ern
socie
ty
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DepartmentsSilos
WaterfallYearly plan
Resources
Heavy managem
ent
Strong procedures
Serious
Light management
Agile
Stro
ng cu
lture
Company with a mission
Failure is an option
Gamification
Teams w
ithm
andate
Experimentation
Employee with a plan
Responsive enterpriseTraditional organization
Low responsiveness index High responsiveness index
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Forces behind a Responsive Enterprise
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Force: Is extremely customer centric
Fast
Easy
Fun
Has Empowered employees
Obsessed with customer experience
Friend
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Obsessed with customer experience
Coolblue delivery service
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Force: Has an inspiring mission
Translates its mission into a mission statement
Connects to its customers at emotional level
Differentiates itself from the crowd
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"To provide the best customer service possible."
"Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis. "
“Belong anywhere”
“Transforming organizations into software-driven responsive enterprises!”
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I am inspired by a desire to: Brands can leverage this motivator by helping customers:
Stand out from the crowd Project a unique social identity; be special
Have confidence In the future Perceive the future as better than the past; have a positive mental picture of what’s to come
Enjoy a sense of well-being
Feel that life measures up to expectations and that balance has been achieved; seek a stress-free state without conflicts or threats
Feel a sense of freedom Act independently, without obligations or restrictions
Feel a sense of thrill Experience visceral, overwhelming pleasure and excitement; participate in exciting, fun events
Feel a sense of belonging Have an affiliation with people they relate to or aspire to be like; feel part of a group
Protect the environment Sustain the belief that the environment is sacred; take action to improve their surroundings
Be the person I want to be Fulfill a desire for ongoing self-improvement; live up to their ideal self-image
Feel secure Believe that what they have today will be there tomorrow; pursue goals and dreams without worry
Succeed in life Feel that they lead meaningful lives; find worth that goes beyond financial or socioeconomic measuresd in life l h h l d i f l liin life Feel that they lead meaningfu
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I am inspired by a desire to: Brands can leverage this motivator by helping customers:
Stand out from the crowd Project a unique social identity; be special
Have confidence In the future Perceive the future as better than the past; have a positive mental picture of what’s to come
Enjoy a sense of well-being
Feel that life measures up to expectations and that balance has been achieved; seek a stress-free state without conflicts or threats
Feel a sense of freedom Act independently, without obligations or restrictions
Feel a sense of thrill Experience visceral, overwhelming pleasure and excitement; participate in exciting, fun events
Feel a sense of belonging Have an affiliation with people they relate to or aspire to be like; feel part of a group
Protect the environment Sustain the belief that the environment is sacred; take action to improve their surroundings
Be the person I want to be Fulfill a desire for ongoing self-improvement; live up to their ideal self-image
Feel secure Believe that what they have today will be there tomorrow; pursue goals and dreams without worry
Succeed in life Feel that they lead meaningful lives; find worth that goes beyond financial or socioeconomic measures
"To provide the best customer service possible."
"Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis. "
“Belong anywhere”
“Transforming organizations into software-driven responsive enterprises!”
d in life l h h l d i f l liin life Feel that they lead meaningfu
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Force:Has autonomous mini companies (Tribes)
Own identity and P&L
Common DNA
No competition
Has comparison
es)
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Force: Makes everything extremely transparent
All data available to all
No barriers to communication
Information proximity
Decentral decision making authority
So that decision can be made at all levels
Focus at the customer/task at hand
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Force: Has an experimentation process
Definition of an experiment
It is OK to fail
Fail fast -> learn fast
TTL: Time To Learn
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Chess vs. Angry birds
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F: Encourages self-management
Encourages people to think about their plans/
ambitions
Builds the company with the plans and wishes of your
employees
Become an investor instead of an employer
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Dragons Den
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Kevin Gibbs (Google)
20% Time
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Force: Creates a self-scaling culture
Scaling is done from inside out: by splitting the cells
or sending out an ambassador
In that way the culture remains the same
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Force: Implements a relentless rhythm of learning
A powerful heartbeat that out -speeds your market
and customers
Heart beat consists of:
• Start
• Stop
• Scoreboard
• Evaluate
• Adapt
• Gamify
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Force: Become software-centric and data-driven
Harnesses the disruptive power of software/data
Automates the core of its service.
Has a software developer-centric culture
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Mass: Decreases it’s mass
Size
Gravity index of the organization
• Age of the products
• Bureaucracy
• Age of the company
• Age of employment of employees
• Mass of the customers
• Mass of suppliers
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