"before you can get better, you will need to get worse" ("Via Negativa" (parte II))

Dave Gray em "The Connected Company" descreve em linguagem corrente o que acontece às empresas e às economias dos países:

"Evolutionary biologists use something called a fitness landscape to represent the journey that organisms and organizations make as they negotiate tradeoffs between conflicting constraints and coevolve, trying to achieve optimal fitness for their environment. The journey is called an adaptive walk. As organisms make adaptive moves and countermoves, trading off one functional trait for another, they move upward on the landscape, toward an optimum fit. But with every move, those tradeoffs make it more and more difficult to go anywhere else but up toward the top of that particular peak. Eventually, you reach a point where you can’t go any farther up - or, you will have to go downhill before you can scale another peak. And that means that before you can get better, you will need to get worse.
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This adaptive walk toward fitness peaks is another way to visualize the experience curve and its diminishing returns. As you move upward toward an optimum - or peak - efficiency, there are fewer and fewer choices that will take you higher on the landscape, until you reach the top. And once you have reached a peak, moving in any direction will take you downhill.
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If you are at the top of a fitness peak and the landscape starts changing, it can really throw you off. Companies doing the right thing at the time - making the right moves for their situation, trying to optimize their production lines to squeeze out all the costs and inefficiencies so they can run lean and mean operations - may later find that they have optimized for a business environment that no longer exists."

Tínhamos um ecossistema de empresas de bens transaccionáveis adaptado a competir pelo baixo-preço e:

• A paisagem competitiva começou a acelerar a mudança quando o escudo deixou de dar boleias a clandestinos com a sua desvalorização deslizante;
• Acelerou ainda mais com a adesão dos países da Europa de Leste à UE;
• E sofreu um evento tipo-Fukushima com a adesão da China à OMC.

Estas alterações sucessivas da paisagem competitiva levaram os intervencionistas ingénuos nos vários governos a maquilharem os números do PIB e do desemprego com mais de uma década de investimento público com rentabilidades negativas, assaram sardinhas com o lume dos fósforos (recordar a argumentação do secretário de estado Paulo Campos).

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Recordando:

• "O modelo NK de Kauffman - uma introdução"
• "OMG... e vão viver de quê? (parte VIII) ou Mt 11, 25"
• "Muitos picos, muita arte"

Para muitas empresas, o que era um pico, transformou-se num vale, ou numa depressão, ou numa colina insignificante, para encontrar um novo pico, é preciso seguir um "adaptive walk" que terá de passar algures por "before you can get better, you will need to get worse", outra forma de dizer: ""Se tudo correr bem o desemprego vai aumentar""

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Quem disser o contrário, na situação, ou na oposição, mente com todos os dentes.

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A falta de dinheiro, e alguma, pouca, influência da troika, têm imposto a "Via Negativa"

Para reflexão

"When a company is large and successful, its size can be its worst enemy, especially when it is so dominant that it lacks serious competition. A company culture that drove success in the early days can become overly codified, rigid, and ritualistic. Over time, bold new moves become much more risky; new business models may compete with existing businesses and cannibalize their sales. Even when it’s obvious that change will someday be necessary, it’s not hard to find excuses to put it off just a little bit longer. Slowly, great companies can lose touch with reality."

Quando o mundo muda... quanto tempo se perde a enganarmos-nos a nós próprios à espera que o momento negativo que se vive passe depressa para que voltem os "bons velhos tempos".
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Trecho retirado do capítulo 5 "How companies lose touch" de "The connected company" de Dave Gray.

"Processos e experiência dos clientes" (parte V)

Parte IV, parte III, parte II e parte I. 

"You can’t run service operations like a factory, because customers just walk onto the factory floor and mess everything up. They interfere. You can’t schedule when they show up. They just come in massive waves at the most inconvenient times. Then they get angry when they have to wait. Why can’t they make an appointment? They don’t understand how things work, so you have to train them to use the equipment. Sometimes they can be really slow to figure things out.
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They ask for things that aren’t on the menu. They want everything to be customized and personalized for them. They have no interest in efficient operations.
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They don’t follow the processes we lay out for them.
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And customers want to get on with their days. They don’t want to wait in the waiting room or stay on hold for the next customer representative. They want services to be convenient for them.
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As customers, competitors, and partners make adaptive moves and countermoves, they not only affect each other but they affect the landscape itself, so an organization that was fit for yesterday’s world cannot be certain that they will be fit for tomorrow’s world. Our companies have all been optimized for a perfect one-way stream, the line of production, and these pesky customers are mucking about in our operations, and we have now a completely different problem to solve. We need to optimize not for the line of production but for the line of interaction, the front line - the edge of the organization - where our people and systems come into direct contact with customers. It’s a whole different thing.
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Many service companies just aren’t designed for service delivery. They are designed like factories, optimized for the mass production of inputs into outputs. This makes perfect sense in a rapidly-industrializing economy. But in an economy where manufacturing is shrinking and services are expanding, it doesn’t work anymore. Traditional management thinking looks at a customer service call as an input to the service factory. For a factory, it’s not difficult to get standard inputs from suppliers. But inputs from customers come in all kinds of different shapes and sizes. Every problem, every job that customers need to do, has its own unique profile. Most companies try to standardize these inputs as much as possible so they can process them efficiently. The factory’s job is to produce “resolutions.” This is how we end up with complicated voice menu systems that attempt to route calls to the appropriate department while keeping costs as low as possible. As companies try to fit customer demands into standard boxes, customers become frustrated and angry. They give up. Sometimes they leave to find another provider, but even then they often hold little hope that anything will change."

Trechos do Capítulo 4, "Services are complex", do livro "The Connected Company" de Dave Gray.

"Processos e experiência dos clientes" (parte IV)

Parte III, parte II e parte I.
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Trechos do Capítulo 4, "Services are complex", do livro "The Connected Company" de Dave Gray:

"Competitive intensity is rising all over the world. Global competition and the Web have given customers more choices than they have ever had before. This means that customers can choose from an ever-widening set of choices, and it seems that variety only breeds more variety. The more choices that become available, the more choices it seems people want.
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And you have lots of competitors who are trying to offer them better, cheaper, faster, easier ways to do those things. And while customers are always looking for these better, faster, cheaper ways to do things, technology isn’t standing still. As the front edge of technological change gets bigger, its surface area also grows, like an ever-expanding balloon.
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In the coming century, the world will create a lot of variety. This is great for people who want more choices, but it creates a real problem for companies. From drugs to microchips, from food service to entertainment, your customers will be expecting a lot of variety from you. They will want better quality, and they will want it faster and cheaper. They will expect you to respond quickly to their demands for personal and customized services. This change is real and it’s accelerating. For most companies, business as usual just won’t cut it. What the market requires is not incremental improvement, but order-of-magnitude increases in performance."

Um prólogo para o que aí vem.

"Processos e experiência dos clientes" (parte III)

Parte I e II.
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Trechos retirados do Capítulo 3, "Everything is a service", do livro "The Connected Company" de Dave Gray:

"Most companies today are designed to produce high volumes of consistent, standard outputs, with great efficiency and at low cost. Even many of today’s services industries still operate in an industrial fashion.
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But most of these services are not really services at all. They are factory-style processes that treat people as if they were products moving through a production line. Just think of the last time you called a company’s “customer service line” and ask yourself if you felt well served. Sure, many services require some level of efficiency, but services are not production processes. They are experiences. Unlike products, services are often designed or modified as they are delivered; they are co-created with customers. Services are contextual—where, when, and how they are delivered can make a big difference. They may require specialized knowledge or skills. The value of a service lies in the interactions: it’s not the end product that matters, so much as the experience. Service providers often must respond in real time to customer desires and preferences. To this end, a company with a service orientation cannot be designed and organized around efficiency processes. It must be designed and organized around customers and experiences. This is a complete inversion of the mass-production, mass-marketing paradigm, which will be difficult for many companies to adopt.
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The first step to a service orientation is to change the way we think about products. Instead of thinking about products as ends in themselves, we need to think of them as just one component in an overall service, the point of which is to deliver a stellar customer experience. (Moi ici: Mas mais do que só "delivery", a experiência continua após a entrega e prolonga-se para o uso, e para lá do uso, prolonga-se nos sentimentos que ao longo do tempo vão emergir com a experiência vivida e, com a reflexão ao longo do tempo sobre essa experiência)
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We have developed a tendency to think of flows in terms of process, but services and processes are not the same. Processes are linked, linear chains of cause and effect that, when managed carefully, drive predictable, reliable results. A service is different. While processes are designed to be consistent and uniform, services are co-created with customers each and every time a service is rendered. This difference is not superficial but fundamental." (Moi ici: Recordar "Cuidado com a cristalização")

"Processos e experiência dos clientes" (parte II)

Em sintonia com o tema de fundo abordado em "Processos e experiência dos clientes", encontrei estes trechos no Capítulo 2, "The service economy", do livro "The Connected Company" de Dave Gray:

"The producer-driven economy is giving way to a new, customer-centered world in which companies will prosper by developing relationships with customers - by listening to them, adapting, and responding to their wants and needs.
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The problem is that the organizations that generated all this wealth were not designed to listen, adapt, and respond. They were designed to create a ceaseless, one-way flow of material goods and information. Everything about them has been optimized for this one-directional arrow, and product-oriented habits are so deeply embedded in our organizational systems that it will be difficult to root them out.
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It’s not only companies that need to change. Our entire society has been optimized for production and consumption on a massive scale. Our school systems are optimized to create good cogs for the corporate machine, not the creative thinkers and problem-solvers we will need in the 21st century."