Humanize Ingenuity
“Any organization is a human endeavor, but in the pursuit of efficiency, most big organizations work hard to dehumanize, depersonalize it. We think you can do both: run a successful and growing company that depends on the unpredictability and ingenuity of its employees… Some of our best ideas have come from the people who are furthest removed from the CEO's office --those line-level employees who interact with our customers each and every day.”
(Brad Anderson, CEO of Best Buy, in “Brad Anderson,” by Matthew Boyle. Fortune: Apr 30, 2007. Vol.155, Iss. 8; pg. 66)
1 comment:
I like the idea, but wonder how true it really is given that Best Buy is a notoriously non-customer friendly company. But of course, the nature of their success suggests to me that customer-freindly is not what they are selling (price and convenience are) so maybe that's not relevant. Can an organization that deperosnalizes and dehumanizes its customers do the opposite with its employees?
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