Sunday, May 21, 2017

Prepping for the Upcoming HR topic

A year ago, the group met and we had the following things to say about HR:

Books. At least three books were mentioned during the meetup.  Bruce sited “The Shallows: What the Internet Is Doing to Our Brains” and “The Glass Cage: Automation and Us”, both by Nicholas Carr.  Richard mentioned "Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers" by Alexander Osterwalder.


What is talent? Richard, a highly entertaining and intelligent man, is known for dropping wonderful, unique, newly-coined quotes and one from the meetup this month was, “Talent is like migrating birds.”


We discussed a variety of topics: “Humans and Machines”, “Is the resume dead?  Hiring for cultural fit.”, “Bad HR policies and practices”, “Social Networks and Personal Profiles”.  


Applications of CyrstalKnows, LinkedIn and other tech. We got into specifics about the recent acquisition of LinkedIn by Microsoft and also the potential applications, scope and scale of Crystal Knows (http://crystalknows.com).  Crystal puts people through a simple personality test (DiSC profile) and then provides services to help individuals best connect with and relate to others based upon their assessed types.  Richard also said that CK has algorithms to crawl users’ social medai profiles from Facebook and other sites to determine personality.
  
We talked about the technology of Human Resources Management and specifics about Learning Management Systems and applications like Enterprise Search.


Cultural differences between USA and India. Jehan led us in a discussion where he shared about differences he has noticed between India and USA.  He sees USA kids as “gullible” and the India kids as more street smart.  India has a bigger focus on STEM and he has seen India transform substantially (from “another planet” to what it is now) over the decades.  He sees India as “dog eat dog” and the USA is as “procured”.  Jehan said, “We [in America] live in a virtual world.”


Classifications of workers, millenials. Richard, always entertaining, talked to us about thinking of people as either A) talent or B) task worker.  Others made us think of the world split between products and services. According to Richard, two properties that he sees defining millennials are that they have A) anger issues and B) a plan.  Richard has millennial children.


1099 vs. W2 models. We talked about 1099 and W2 relationships between employers and workers and were blessed to be led by PJ and Mike Lazer, both experts in the industry.  Solid contributions came from Dominic as well.  Some of the reasons that go into picking one or the other are trade secrets, risk management/mitigation (blame and culpability), as well as changes in business models.


The Seattle market and talent pool. The question was asked if Seattle the hottest market in the USA and many agreed that it may be.  Seattle has “the cloud” here (Microsoft Azure and AWS).  We are the platform.  Compare this to the bay area, for example, that has / makes many of the apps that run on the cloud.  Seattle is infrastructure and the rest of the world is the apps / things.  Where will this place Seattle in 5-10 years?

This year we are going to follow the APQC model at least for starters. Here's the cheat sheet on this area. And their L1 topics are:
  1. Develop and manage HR planning, policies and strategies
  2. Recruit, source and select employees
  3. Develop and counsel employees
  4. Reward and retain employees
  5. Redeploy and retire employees
  6. Manage employee information
Two questions come to my mind that I would like to discuss:
  • What is the modern practice of recruiting?
  • What is the best and worst onboarding experience you have had?
  • What challenges does your company currently have with HR?  Retention?

Saturday, May 20, 2017

Episode 7 -Business Skills 5 - Customer Service - Chat 2of3


Show Notes - Episode 7 - Managing Customer Service

 
Recorded: May 13, 2017
Host: Eric Veal
Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul
Legend: Bold = key point

CHAT 2 - MANAGING CUSTOMER SERVICE OPERATIONS

  • EV: workforce, requests, and complaints
  • MC: Geico experience.  Sales and service tightly coupled.  Goal to resolve quickly with as few calls as possible.  People managed to reduce time on the phone.  Policies created conflicts.  You get what you measure in a lot of ways.
  • EM: Geico very pro-automation.  They have a non-human representative.  "Golden age of phone service".  More companies doing voice-to-text analysis.
  • MC: Hiring problem: no easy way to tell if a person is going to be good in customer service until you hear someone on the phone or see them in front of a customer.  
  • AS: Business and HR likes rote checklists
  • EM: wants more analysis on exceptional customer service.  What does it look like?  Predictive and anticipatory.  Are the best ones teachers?
  • EV: Skill required at many levels and a lot of risk.
  • AS: Human Competence book link.  People get stuck in 'cargo cults' who build a culture around checklists but have no agility, creativity or out-of-the-box thinking. What is the desired result?
  • EM: Humor plays an important role of moving from business-only to personal / deeper relationship.  
  • AS: The "Cute-ify-ing" of authority.
  • EM: Citizenship and extending government services.  Can't force adoption.  
  • EV: The weight of service delivery can be a lot when you are a consultant.  Working as a team way better, reduces the risk.
  • EM: Great delivery comes from empowerment.  Career "pathing" makes a difference.   What paths are available for people that start as customer service?
  • EV: People who start in the field can wind up in powerful positions.  But is this a common path?  Methods: 1) revolving door 2) isolated service org 3) one where people go to other departments.
  • AS: Institutions act primarily to further their own existence.
  • MC: Going from line / delivery into managerial roles is not necessarily good.  Army did specialist ranks.  Managerial routes don't always make sense.
  • EM: Tech support should get into UX at some point.  Need a closed loop.  Tech support part of the design process, instrumental in designing the requirements, for example.  50% of problems are usability problems.  

Check out this episode!

Wednesday, May 17, 2017

Episode 7 - APQC 5 - Customer Service - Chat 1of3


Show Notes - Episode 7 - Managing Customer Service

 
Recorded: May 13, 2017
Host: Eric Veal
Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul
Legend: Bold = key point

CHAT 1 - STRATEGY

  • Intros
    • EM: devops engineer, JPL contractor, open source org "devopracy" and virtual democracies
    • MC: advisor and organizational consultant, helping leaders think
    • AS: SW dev, interactive narrative
  • EV: Strategy, management, measurement, is customer service dead and why?
  • AS: has it been killed by a new generation of services?  Venmo scams
  • EM: modern online businesses have much less cost. Reputation if bad can be resolved through re-branding.  Businesses more transportable.
  • MC: yellow page ads scams.  Bad service and scams is nothing new.
  • AS: scalability.  people don't scale and there are many humans potentially required.  
  • EM: expectations have changed.  People prefer automated service.  When is it appropriate to have a servant in a democracy?
  • EV: improved skills at delivering service through tech.  
  • EM: do people prefer or trust an ATM more than a teller?
  • EV: strategies can make customer service "dead" by demoting it and not having it be foremost.  Still examples of very high touch services.
  • EV: what was high-touch back in the day is not high-touch now (things change)
  • EM: two channels of people who prefer high touch and people who do not.
  • MC: "how much engagement you want" (depends on the customer).  DIY people vs. people looking to outsource something.  Pricing and services, product mix differs for each audience.
  • EV: markets and populations have people with both types of service needs (high and low).
  • AS: segmentation based on the significance to the buyer.  Segment based on if people see it as significant or not..
  • EV: don't just think about the human interaction part, consider the delivery and automation part other than just the human part.    Human touches diminishing over time?
  • EM: we may be replacing the "real" human interfaces with new human-like interfaces like voice.
  • EV: need to consider the customer service part from the beginning (common mistake).  
  • MC: need to build customer service experience vision into the corporate vision, mission values and long-term strategy.
  • EV: How do we include customer service during our strategic planning?  Looking at failure modes and the dark side?  Possible complaints, issues.
  • MC: need to consider risk and build a "ratchet" so you can go two steps forward but only one step back, for example (build in quality).  "The Luck Factor".  Write scenarios for the business.
  • EM: repair-driven systems design.  Program around areas where you know you'll have problems.  Build tools as you build products (comprehensive).
  • AS: Picture the failure from the eyes of the customer and design / build /release accordingly?
  • EM: Uber having issues now.  Transparent remediation.  
  • MC: Need things pre-emptively and to consider beforehand so we are more prepared?
  • AS: Humans encouraged to remove themselves from the sphere of customer interaction over time? 
  • EM: how do you build trust in automation? 
  • MC: customers really don't care, they just want their outcome.

Check out this episode!

Tuesday, May 16, 2017

Show Notes - Episode 7 - Managing Customer Service

Recorded: May 13, 2017
Host: Eric Veal
Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul
Legend: Bold = key point

Chat 1 - Strategy

  • Intros
    • EM: devops engineer, JPL contractor, open source org "devopracy" and virtual democracies
    • MC: advisor and organizational consultant, helping leaders think
    • AS: SW dev, interactive narrative
  • EV: Strategy, management, measurement, is customer service dead and why?
  • AS: has it been killed by a new generation of services?  Venmo scams
  • EM: modern online businesses have much less cost. Reputation if bad can be resolved through re-branding.  Businesses more transportable.
  • MC: yellow page ads scams.  Bad service and scams is nothing new.
  • AS: scalability.  people don't scale and there are many humans potentially required.  
  • EM: expectations have changed.  People prefer automated service.  When is it appropriate to have a servant in a democracy?
  • EV: improved skills at delivering service through tech.  
  • EM: do people prefer or trust an ATM more than a teller?
  • EV: strategies can make customer service "dead" by demoting it and not having it be foremost.  Still examples of very high touch services.
  • EV: what was high-touch back in the day is not high-touch now (things change)
  • EM: two channels of people who prefer high touch and people who do not.
  • MC: "how much engagement you want" (depends on the customer).  DIY people vs. people looking to outsource something.  Pricing and services, product mix differs for each audience.
  • EV: markets and populations have people with both types of service needs (high and low).
  • AS: segmentation based on the significance to the buyer.  Segment based on if people see it as significant or not..
  • EV: don't just think about the human interaction part, consider the delivery and automation part other than just the human part.    Human touches diminishing over time?
  • EM: we may be replacing the "real" human interfaces with new human-like interfaces like voice.
  • EV: need to consider the customer service part from the beginning (common mistake).  
  • MC: need to build customer service experience vision into the corporate vision, mission values and long-term strategy.
  • EV: How do we include customer service during our strategic planning?  Looking at failure modes and the dark side?  Possible complaints, issues.
  • MC: need to consider risk and build a "ratchet" so you can go two steps forward but only one step back, for example (build in quality).  "The Luck Factor".  Write scenarios for the business.
  • EM: repair-driven systems design.  Program around areas where you know you'll have problems.  Build tools as you build products (comprehensive).
  • AS: Picture the failure from the eyes of the customer and design / build /release accordingly?
  • EM: Uber having issues now.  Transparent remediation.  
  • MC: Need things pre-emptively and to consider beforehand so we are more prepared?
  • AS: Humans encouraged to remove themselves from the sphere of customer interaction over time? 
  • EM: how do you build trust in automation? 
  • MC: customers really don't care, they just want their outcome.

Chat 2 - Managing customer service operations

  • EV: workforce, requests, and complaints
  • MC: Geico experience.  Sales and service tightly coupled.  Goal to resolve quickly with as few calls as possible.  People managed to reduce time on the phone.  Policies created conflicts.  You get what you measure in a lot of ways.
  • EM: Geico very pro-automation.  They have a non-human representative.  "Golden age of phone service".  More companies doing voice-to-text analysis.
  • MC: Hiring problem: no easy way to tell if a person is going to be good in customer service until you hear someone on the phone or see them in front of a customer.  
  • AS: Business and HR likes rote checklists
  • EM: wants more analysis on exceptional customer service.  What does it look like?  Predictive and anticipatory.  Are the best ones teachers?
  • EV: Skill required at many levels and a lot of risk.
  • AS: Human Competence book link.  People get stuck in 'cargo cults' who build a culture around checklists but have no agility, creativity or out-of-the-box thinking. What is the desired result?
  • EM: Humor plays an important role of moving from business-only to personal / deeper relationship.  
  • AS: The "Cute-ify-ing" of authority.
  • EM: Citizenship and extending government services.  Can't force adoption.  
  • EV: The weight of service delivery can be a lot when you are a consultant.  Working as a team way better, reduces the risk.
  • EM: Great delivery comes from empowerment.  Career "pathing" makes a difference.   What paths are available for people that start as customer service?
  • EV: People who start in the field can wind up in powerful positions.  But is this a common path?  Methods: 1) revolving door 2) isolated service org 3) one where people go to other departments.
  • AS: Institutions act primarily to further their own existence.
  • MC: Going from line / delivery into managerial roles is not necessarily good.  Army did specialist ranks.  Managerial routes don't always make sense.
  • EM: Tech support should get into UX at some point.  Need a closed loop.  Tech support part of the design process, instrumental in designing the requirements, for example.  50% of problems are usability problems.  

Chat 3 - Measuring customer service

  • AS: Cargo cults further explained.  Tribes would keep hoping for the planes would keep coming.  Doing non-value adding things and hoping.  Opportunity to find low performers and bring them up (low hanging fruit).  Need to set priorities and focus.
  • EM: What and how are you measuring success and failure.  What is a meaningful failure?  Some people rewarding the wrong things and behaviors (like people fixing bad issues)...as it encourages more bad behavior in the future.
  • MC: Celebrate the architects or the recovery team?  Information overload can be bad.  Not good to just get all the info.  Know the questions.
  • EM: Designing good metrics is a trick.  Need to avoid bias and ask good questions (need good science).  There's a wrong way to ask questions and gather info.  Witch hunts, for examples, not a great way to gather info or do science.
  • AS: Absurd metric examples.  "How slurred is their voice?"
  • EV: Instrumentation and telemetry a big part of this (more is good) but still need filters and need to roll it up, prioritize, control, etc.  But more data generally a good thing.
  • MC: Text-to-speech analysis is important and good feedback source.  Changes many things.
  • EM: The relationship and rapport allows us to get better data.  Have users participate in the process.
  • EV: Cost of getting feedback reducing through better instrumented products.  Doesn't require customers to actively give feedback but do through use instead.  Build the feedback system right into the product like a vacuum could detect it being kicked or sworn at.
  • EM: Want a closed feedback loop where the feedback you gave was finally told to you that your comment mattered, when and how.  
  • AS: Investment and significance.  
  • EV: Investment happens on both sides: the customer and the provider.  Both need to be invested and quid pro quo may be needed.
  • AS: Speculation and investment.  A financial question.
  • EV: Human capital is next.

Thursday, April 20, 2017

Episode 6 - Business Skill 4 - Deliver - Part 1


Show Notes for AppsJack Podcast Episode 6 - Delivering Products and Services

We had a great conversation with some seriously smart and educated peeps about the future of product & service delivery, differences between products and services, virtual reality, robotics, human needs and work.  Listen soon!

  • Topic: Delivering Products and Services
  • Recorded 4/15/17 in West Seattle, WA
  • Guests: Josh Bosworth, Steve Kubacki, Ele Munjeli, Andrew Sengul

SECTION 1 - DEFINITIONS AND EXAMPLES - DIFFERENCES AND COMMONALITIES BETWEEN DELIVERING PRODUCTS & SERVICES - DIFFERENCES BETWEEN WHAT MAKES A PRODUCT AND SERVICE THEMSELVES

  • Eli
    • Beyond staff augmentation
    • Bundling services into a product
    • Services as they interact are discreet
    • Better to think of services as products
    • Can't / don't want to sell "golden handcuffs"
    • "Productized services"
    • Product is the mature interface of the service
    • Cloud is / was abstract and nebulous but truly is concrete and needs to be
    • Virtues of productizing services
    • Have a set price for the service is a key maturity step
    • Continuing to abstract and simplify
    • Mass customization as a goal for infrastructure
    • "Nobody misses the cashiers."
    • We don't idealize servants (people in services) because of democracy.
  • Andrew
    • Toil is linear work that doesn't scale
    • Can toil be eliminated?
  • Josh
    • Do services necessarily have humans involved?
    • Shovel example
    • Shovel ordering today - digitally
    • Old ways of getting shovels
    • Outcomes of services
  • Eric
    • Product as a metaphor for maturity
 

SECTION 2 - THE IDEAL ROLE FOR HUMANS IN OUR BUSINESS AND WORK PROCESSES - FUNCTIONS TO RESERVE FOR HUMANS - WHAT WE SHOULD NOT AUTOMATE - ETHICS

  • Josh
    • The power of human massage and touch. Irreplaceable?
    • Analysis as part of the sales/delivery process seems to still be appreciated.
    • User reviews the "analog" of storytelling in the digital domain.
  • Eric
    • Ripple effects caused by small human interactions.
    • The idea of 'displacement' when people are no longer needed in systems/processes/supply chains.
    • Need to think systematically to plan to pick up the waste and displacement (delta) from a previous change. This has always been a thing.
  • Ele
    • Differences between "good service" and just plain service.
    • We don't like to see servants (people in service/delivery processes).
    • "The new paradigm of work."
    • Now mass customization, not mass production.
  • Steve
    • The importance of human touch for human development.
    • Need to create and reserve social connectedness.
    • Nature is unique and unpredictable, dynamic.
    • Humans have a draw to uniqueness.
    • Surgical outcomes are dramatically better if the doctor spends time talking to the patient.
    • Not all occupations suit everyone.
  • Andrew
    • Many automated processes lack storytelling.
    • New economy and new job variety is very limited.
 

Section 3 - The future, the fidelity of virtual reality and the built world

  • Andrew
    • The empathy box.
    • Journey the game.
    • A VR world for politicians who love fame but do it safely and virtually.
  • Eric
    • Help the politicians by helping them get out of the way.
    • 5 Senses and fidelity: just how complete is the virtual thing?
  • Josh
    • Experiences with VR.
    • Desire to see loved ones in VR space.
    • The VR hardware store and associate.
  • Steve
    • The power of imagination.
    • We're kind of doing virtual reality in our minds.
    • VR and religion.
    • What do we want to practice in VR?
    • Directly vote through our machines to make decisions.
    • Make the world more diplomatic.
  • Ele
    • The human brain is kind of digital (neurons fire on and off).
    • VR is a matter of fidelity.
    • Dreams are a virtual experience.
    • Use of VR in Taiwan to build empathy between people.
    • VR to extend our humanity.
    • VR to "visit your mother" and other loved ones.
    • Politicians should be open source robots.
    • VR as a place to be safely deviant.
 

SECTION 4 - THE FUTURE OF WORK, EMPLOYMENT, TOIL AND COERCIVE SITUATIONS - IDEAL JOBS - PROS AND CONS OF AUTOMATION

  • Eric
    • The coin of automation. What is it?
  • Ele
    • Automation as liberation technology; eliminating toil.
    • Automation is your super power.
    • Delegation is a kind of automation.
    • Need to teach automation, its pros and cons.
    • Automation as a spiritual practice. Recognize toil when you come across it. Design and decision-making / project management issue.
    • A personal journey to automate all of our own toil away.
    • Craft is not toil.
  • Steve
    • Automation is not necessarily a good thing.
    • Automation creating more and more poor people.
    • The way we're dealing with automation is not working.
    • Does automation always create greater choice for the employee?
    • When things are automated, who are the beneficiaries (goes up to the top and to the automaters).
    • People need merit, accountability, decision-making so it is not toil.
    • Job, work environment and mindset all have an impact on what is toil and gives meaning.
  • Andrew
    • Toil and non-toil tasks.
    • The cost of non-toil tasks.
  • Josh
    • Toil very subjective and situational. Hard to generalize about it.

 


Check out this episode!

Monday, April 17, 2017

Show Notes for AppsJack Podcast Episode 6 - Delivering Products and Services

We had a great conversation with some seriously smart and educated peeps about the future of product & service delivery, differences between products and services, virtual reality, robotics, human needs and work.  Listen soon!

  • Topic: Delivering Products and Services
  • Recorded 4/15/17 in West Seattle, WA
  • Guests: Josh Bosworth, Steve Kubacki, Ele Munjeli, Andrew Sengul


Section 1 - Definitions and Examples - Differences and commonalities between delivering products & services - Differences between what makes a product and service themselves

  • Eli
    • Beyond staff augmentation
    • Bundling services into a product
    • Services as they interact are discreet
    • Better to think of services as products
    • Can't / don't want to sell "golden handcuffs"
    • "Productized services"
    • Product is the mature interface of the service
    • Cloud is / was abstract and nebulous but truly is concrete and needs to be
    • Virtues of productizing services
    • Have a set price for the service is a key maturity step
    • Continuing to abstract and simplify
    • Mass customization as a goal for infrastructure
    • "Nobody misses the cashiers."
    • We don't idealize servants (people in services) because of democracy.
  • Andrew
    • Toil is linear work that doesn't scale
    • Can toil be eliminated?
  • Josh
    • Do services necessarily have humans involved?
    • Shovel example
    • Shovel ordering today - digitally
    • Old ways of getting shovels
    • Outcomes of services
  • Eric
    • Product as a metaphor for maturity

Section 2 - The ideal role for humans in our business and work processes - Functions to reserve for humans - what we should not automate - ethics

  • Josh
    • The power of human massage and touch. Irreplaceable?
    • Analysis as part of the sales/delivery process seems to still be appreciated.
    • User reviews the "analog" of storytelling in the digital domain.
  • Eric
    • Ripple effects caused by small human interactions.
    • The idea of 'displacement' when people are no longer needed in systems/processes/supply chains.
    • Need to think systematically to plan to pick up the waste and displacement (delta) from a previous change. This has always been a thing.
  • Ele
    • Differences between "good service" and just plain service.
    • We don't like to see servants (people in service/delivery processes).
    • "The new paradigm of work."
    • Now mass customization, not mass production.
  • Steve
    • The importance of human touch for human development.
    • Need to create and reserve social connectedness.
    • Nature is unique and unpredictable, dynamic.
    • Humans have a draw to uniqueness.
    • Surgical outcomes are dramatically better if the doctor spends time talking to the patient.
    • Not all occupations suit everyone.
  • Andrew
    • Many automated processes lack storytelling.
    • New economy and new job variety is very limited.

Section 3 - The future, the fidelity of virtual reality and the built world

  • Andrew
    • The empathy box.
    • Journey the game.
    • A VR world for politicians who love fame but do it safely and virtually.
  • Eric
    • Help the politicians by helping them get out of the way.
    • 5 Senses and fidelity: just how complete is the virtual thing?
  • Josh
    • Experiences with VR.
    • Desire to see loved ones in VR space.
    • The VR hardware store and associate.
  • Steve
    • The power of imagination.
    • We're kind of doing virtual reality in our minds.
    • VR and religion.
    • What do we want to practice in VR?
    • Directly vote through our machines to make decisions.
    • Make the world more diplomatic.
  • Ele
    • The human brain is kind of digital (neurons fire on and off).
    • VR is a matter of fidelity.
    • Dreams are a virtual experience.
    • Use of VR in Taiwan to build empathy between people.
    • VR to extend our humanity.
    • VR to "visit your mother" and other loved ones.
    • Politicians should be open source robots.
    • VR as a place to be safely deviant.

Section 4 - The future of work, employment, toil and coercive situations - ideal jobs - pros and cons of automation

  • Eric
    • The coin of automation. What is it?
  • Ele
    • Automation as liberation technology; eliminating toil.
    • Automation is your super power.
    • Delegation is a kind of automation.
    • Need to teach automation, its pros and cons.
    • Automation as a spiritual practice. Recognize toil when you come across it. Design and decision-making / project management issue.
    • A personal journey to automate all of our own toil away.
    • Craft is not toil.
  • Steve
    • Automation is not necessarily a good thing.
    • Automation creating more and more poor people.
    • The way we're dealing with automation is not working.
    • Does automation always create greater choice for the employee?
    • When things are automated, who are the beneficiaries (goes up to the top and to the automaters).
    • People need merit, accountability, decision-making so it is not toil.
    • Job, work environment and mindset all have an impact on what is toil and gives meaning.
  • Andrew
    • Toil and non-toil tasks.
    • The cost of non-toil tasks.
  • Josh
    • Toil very subjective and situational. Hard to generalize about it.

Sunday, April 2, 2017

AppsJack Capable Communities Meetup – March 2017 – Delivering Product & Services Discussion

Tuesday, March 28, 2017 4 PM
Kirkland, WA


A few business associates and I gathered last Tuesday to talk about challenges relating to delivering products & services.  Delivering products and services is the fourth element in the APQC model.  I showed up at about 3:30 and struck up a conversation with Alan Andersen who was already there.  Alan is a leadership coach and consultant.

I’ve been fortunate to get to know Alan better over the last couple of months and it’s been a good experience for me.  Alan is well read and has so many experiences working with leaders and teams from which he can draw experiences and stories.  We sat and chatted and then a few more people showed up at our table, the Captain's Table.

Richard Webb, always a powerful and interesting force, showed up and we started to get into the meat of the delivery topic.  James Tuff, an entertaining and vivacious technology sales executive and entrepreneur, showed up and sat at the head of the table.  After long we had eight at the table including clinical psychologist and writer Steve Kubacki, an intelligent, insightful, opinionated professional and mountaineer.  Steve is great at these events in that he helps us stayed grounded, balanced and on point.  Steve regularly shares perspectives that help us see things from a more human, less business, perspective.  Tonight was no exception.

My new friend, Thomas Mercer, was sitting to my right.  I was drinking iced tea in copious amounts; I had been sick with a fever earlier in the week but was starting to spring back to life.  Spring was upon us indeed.  12 years prior, Thomas and I had finished the same master’s program at the University of Washington Foster Business School: information systems where we learned about the internet, networks, business.  And when things like Facebook were brand new.  Thomas previously ran a medical practice business that helped people with irritable bowel syndrome with diagnosis and treatment.  He explained to us his time working on that project and ho it related to the challenges of delivery.

Lee Carter, sitting to my left, is a business development manager for Ciber, a technology consulting firm with some major clients in the area, recently relocated to the Seattle area from Dallas, TX.  We were also graced by Bruce Follansbee’s presence.  Bruce is always good for conversation, putting people at ease, and book references.

One of the first things I asked about was blockchain and its relationship to delivery.  Per wikipedia:
blockchain is a distributed database that maintains a continuously growing list of ordered records called blocks. Each block contains a timestamp and a link to a previous block.[6] By design, blockchains are inherently resistant to modification of the data — once recorded, the data in a block cannot be altered retroactively. Through the use of a peer-to-peer network and a distributed timestamping server, a blockchain database is managed autonomously. Blockchains are "an open, distributed ledger that can record transactions between two parties efficiently and in a verifiable and permanent way. The ledger itself can also be programmed to trigger transactions automatically."
Richard and Thomas seemed to know quite a bit on the subject and shared what they knew with us.  There was discussion about whether the blockchains should be open or closed, transparent or not.  Issues related to security and privacy were major pivot points for our discussion.  Richard suggested that we loop in Ellen Mooney into the conversation; I guess she is an expert on the topic of digital democracy.

We were pretty much all over the map in the beginning of the discussion, going from micro levels of delivery (firm or product perspectives) up to the macro levels (global supply chains, politics and economics).  Richard talked about Amazon’s CIDC pipelines and brought up the term “logistics engine”.  Many at the table agreed that Amazon is doing very amazing things these days and that their ability to delivery and run supply chains is amazing.  For many years, Walmart, the world’s largest company by revenue in the world, has been known for its logistics and methods like “cross-docking” but it seems that Amazon, between its online presence and many innovative new products and services has begun to eat into that area of innovation.  Much is happening with Amazon.

We talked about hypothetical scenarios where Amazon could, for example, run dentist offices and use 3d printing for delivery of replacement teeth.  It didn’t seem very far-fetched.  Richard mentioned and recommended the movie Elysium which has some interesting and futuristic elements to it where people get scanned with lasers and good things happen.

I realized at some point in the bubbling conversation that the differences between delivering services and delivering products really are stark.  APQC has even recognized this issue by breaking them out into different L1 elements, making the model 13 items, no longer 12.  I think it’s important to pick one or the other for the sake of focus, clarity and conversation.  Delivering products seems a bit easier in that they are tangible and “real”, whereas delivering services seems a bit more human and ambiguous and challenging, at least to me.  Richard doesn't believe that the distinction is all that different.  Similarities between delivering services and managing customer service (the next area in the AQPC model) seem obvious and will be the target of future exploration.

We got into a pretty detailed conversation about banking, the flow of money, financial systems and corruption.  Richard is very passionate about the many issues of corruption and it helps to have Steve there for his thoughts on humanity as well.  Richard gave examples of Visa being able to run all transactions in the world on its system alone.  Steve made some interesting points about capitalism, such as:
“Capitalism is about wiping out the competition as much as possible so you can waste as much as you want.”  
Steve’s a funny guy and I don’t disagree with the point.  I know some people who definitely act that way.  For these people I know, the goal is to get really rich and make a lot of money now so they can chill out, retire and do very little later.  They aren’t trying to create economies or markets or anything, they are trying to dominate existing ones.  In a word: take.  Not my kind of verb.

Someone mentioned the book by Chris Anderson “Free: The Future of a Radical Price” and cited that it was interesting.  James Tuff shared about a new business idea he is working on in the transportation and informatics areas and we all found it interesting helping him think about how he could deliver that set of products and services.  We had a lengthy and fruitful conversation with Reba about her challenges and ideas for competing and delivering value in the very rapidly changing real estate industry.

Business is highly complex and so is delivery.  Delivery is where the rubber meets the road.  Analyzing any business from the perspective of delivery is difficult because of the natural complexity.

Stay tuned for the upcoming podcast episode on delivery when I will sit down with Josh Bosworth and Steve Kubacki to bat the topic around.