leadership principle #1: customer obsession€¦ · leadership principle #7: think big thinking...
TRANSCRIPT
PAGE 1The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
John Rossman
Creating Digital Disruption--The Amazon Way
L e a d e r s h i p P r i n c i p l e # 1 : C u s t o m e r O b s e s s i o n
PAGE 2The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Shopping made simple.
New Interfaces.
Friction Free.
I m p r o v i n g t h e C u s t o m e r E x p e r i e n c e w i t h I o T
Coordinated Delivery
C o n t a c t A v o i d a n c e
PAGE 3The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Invent & Simplify
S i m p l i f y t h e W o r s t C u s t o m e r E x p e r i e n c e
PAGE 4The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Instrumentation –A CORE DESIGN REQUIREMENT
- Customer experience
- Processes
- All system components
- Financial drivers
R e a l T i m e M e t r i c s Fo r :
Example: Perfect Order Percentage (POP)
Perfect Order Percentage
Perfect Refunds
Perfect CS Contacts
Perfect Info Provided
Perfect Claims
Perfect Shipment
Perfect Fill Rate
Perfect Delivery
Perfect Items
M e a s u r e s p e r c e n t a g e o f o r d e r s t h a t a r e p e r f e c t l y
a c c e p t e d , p r o c e s s e d a n d f u l f i l l e d .
PAGE 5The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
The Two Pizza Team
Process vs. Bureaucracy
PAGE 6The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Are You a Platform?
“When a platform is self-service, even improbable ideas get tried, because there’s no expert gatekeeper ready to say ‘That will never work!’ Guess what?
Many of those improbable ideas do work.”-Jeff Bezos, 2011 Letter to Shareholders
Leadership Principle #7: Think BIG
T h i n k i n g s m a l l i s a s e l f f u l f i l l i n g p r o p h e c y. L e a d e r s c r e a t e a n d c o m m u n i c a t e a b o l d v i s i o n t h a t i n s p i r e s r e s u l t s . T h e y t h i n k
d i f f e r e n t l y a n d l o o k a r o u n d c o r n e r s f o r w a y s t o s e r v e c u s t o m e r s .
PAGE 7The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
A l g o r i t h m s t o A u t o m a t e
A F o r c i n g F u n c t i o n i s a n A p p r o a c h f o r S y s t e m a t i c a l l y E n f o r c i n g a S t r a t e g y
PAGE 8The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Direct Versus In-Direct Headcount
No PowerPoint
PAGE 9The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Start Projects with a Future Press Release
Write an FAQ
PAGE 10The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Write Owners Manual
Low Fidelity Designs
PAGE 11The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Leadership Principle #14: Deliver Results
There is No “No”
PAGE 12The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
It is not okay to fai l
because of a breakdo wn of
dependencies. That is a
fai lure of leadership.
-Jeff Bezos
“
”
S L A ’ s
PAGE 13The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
No Critical Dependencies
Your Principles -- Make Them Real
PAGE 14The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
“The death knell for any enterprise is to glorify the past – no matter how good it was.”
E m a i l :
j o h n e r o s s m a n @ g m a i l . c o m
B l o g :
w w w. t h e - a m a z o n - w a y. c o m
THANK YOU!
PAGE 15The Governance Institute’s Forum on Consumerism & Transparency – The Ritz-Carlton, Amelia Island
Amelia Island, FloridaNovember 13–15, 2016
Questions to Consider Today
1 . W h a t w o u l d b e t h e d e f i n i n g c u s t o m e r e x p e r i e n c e s o f a h e a l t h s y s t e m
c r e a t e d b y A m a z o n ?
2 . W h a t a r e t h e “ s i m p l e t h i n g s ” t h a t w e h a v e a l l o w e d t o b e c o m e t h e
“ h a r d t h i n g s ” f o r c u s t o m e r s o r p e o p l e c a r i n g f o r p a t i e n t s ?
3 . W h a t a r e t h e “ w o r s t c u s t o m e r e x p e r i e n c e ” s c e n a r i o s ? H o w c o u l d c a n
w e a p p l y “ i n v e n t a n d s i m p l i f y ” t o r e i n v e n t t h e m ?
3