So whether it’s the CEO making a decision, or whether it’s a group of people out, where they happen to be making decision with the client right now, “okay that client has a problem. We’re going to solve the client’s problem” because that’s the principle of this, so we now have this new principle, and that’s: number one is solve the client’s problem. But we don’t solve the client’s problem in isolation. We solve the client’s problem, and we use our internal, social media, or enterprise collaboration tool to say “this was a client’s problem, this is how we solved it”, and we say that at 2 o’clock in the morning. At 7 o’clock in the morning when some team, another team, comes in and they take a look at it, they go “oh, okay that’s… that was good.” It wasn’t optimal, right, and then they can add a layer on top of that, and say “ maybe the next time this is what should be done.”
The next time that happens when that team or another team is… has to make a decision, they can call up that knowledge base, so they can take a look at the threads that informed the previous time there was a similar kind of an exception that they had to deal with. So I think that by narrating our work, being transparent, is that decision-making is going to be seen more as an organizational thing. Individuals will still do it, but individuals will be responsible for sharing it, so that then means that the organization itself can learn from those kinds of things.
So I mean its like, imagine… I mean… like the most effective organization I think, is when you have everybody in the same room and they can talk to each other, right, and every once in a while you see something like that. That’s great, because they can talk, they can grab a coffee together, they hear another person on the phone like they say “oh yeah, but don’t forget about this” and they go connect.
Now, if we do this in a sort of an intermediate, intermediated fashion using technology, we can all be in the same room at different times, or together we can see what’s going on. So again is that transparency I think is will be the big enabler, but of course that requires new behaviors, and that means that there’s no hiding. And I think, as I’ve said before, that the internet doesn’t help dysfunctional organizations, it just makes the dysfunctions very obvious.