The purpose of enterprise is to sell products or services which give satisfaction to customers. What is challenged is the idea of the origin of these products and services. And this, is the disturbing part, but what companies do not understand is that they often believe, I have had several examples, they often believe that their… how is it called… their know-how is challenged. But what we mostly see on the internet are not expertise in technology, but expertise in use. Which means that there are people talking about use. And very little about technology, and this is something that companies should look at more closely, it is really interesting to work with people in the layer of use. And this doesn’t challenge the technological expertise of the company. You know, this is the famous sentence we often hear. I would say that you, as a customer, the number of times you have a product or service, and you ask yourself if those who designed it have ever use dit? More than often, it is badly designed. Right?
Serge Soudoplatoff – About value in use
In many sectors, customers are ahead of companies. Which means that customers are already networked. They are on discussion forums, they are on social networks, so customers are already networked. And this challenges many companies which think that they still must control design. If you want, I begin to see interesting examples of co-design. Co-design can be simple customization, and this, shoe makers have already done that, car dealers have already more or less done it ; you can start[...]
To me, the problem of information overload, is related to the problem that we don’t know well how to use a lot of tools coming from web 2.0. For me, one of the worst tools ever is email. I send an email to ten people, who reply to ten people, who reply to ten people, etcetera. At a place where logics similar to status.net, or to Facebook wall, appear to be much more relevant. I think that this problem, often[...]
What is certain is that the networked model is formidably efficient in a very constraint environment. Of course, there are issues with the networked model. It requires a huge amount of training, it requires a lot of efforts to, I would say, empower people, it is a model which is more efficient, but also more fragile. Therefore, on the long run, it requires a lot of efforts from the management. On the other side, the hierarchical model, we just launch,[...]
It requires that the CEO has, let us say it frankly, that he has a communist state of mind, which means, I am kidding here, which means that the CEO cares about how value is distributed across the company. A company which wants to escape the hierarchical model must make the effort to understand that value isn’t something which come from the company and is brought to shareholders. A large part of this value must get back into the company[...]