WEBVTT

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<00:00:30.375>to <00:00:30.608>life <00:00:30.841>through <00:00:31.075>a <00:00:31.308>fictional <00:00:31.541>company, <00:00:31.775>CorpCom,

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<00:01:02.235>Uh, <00:01:02.390>uh, <00:01:02.546>Noah, <00:01:02.701>my <00:01:02.857>mentor, <00:01:03.012>Nigel, <00:01:03.168>my <00:01:03.323>dad, <00:01:03.479>as <00:01:03.635>well

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<00:01:44.835>And <00:01:44.962>even <00:01:45.089>closer <00:01:45.216>to <00:01:45.344>my <00:01:45.471>heart, <00:01:45.598>if <00:01:45.725>we <00:01:45.853>don't <00:01:45.980>provide <00:01:46.107>a <00:01:46.235>secure

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<00:01:51.634>Our <00:01:51.809>biggest <00:01:51.984>asset <00:01:52.160>in <00:01:52.335>our <00:01:52.509>organization <00:01:52.684>has <00:01:52.859>gone <00:01:53.035>elsewhere.

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<00:01:55.935>So <00:01:56.160>in <00:01:56.385>order <00:01:56.610>to <00:01:56.835>increase <00:01:57.060>profits <00:01:57.285>now

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<00:01:57.975>and <00:01:58.130>in <00:01:58.286>the <00:01:58.441>future, <00:01:58.597>we <00:01:58.752>not <00:01:58.908>only <00:01:59.063>need <00:01:59.219>to <00:01:59.375>look

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<00:02:00.435>after <00:02:00.891>our, <00:02:01.347>our <00:02:01.803>shareholders,

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<00:02:02.695>but <00:02:02.869>as <00:02:03.044>our <00:02:03.220>customers, <00:02:03.395>the <00:02:03.570>environment <00:02:03.744>and <00:02:03.919>our <00:02:04.095>employees.

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<00:02:10.525>of <00:02:10.725>capitalistic <00:02:10.925>initially <00:02:11.125>actually <00:02:11.325>feels <00:02:11.525>a <00:02:11.725>bit <00:02:11.925>more

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<00:02:12.805>communistic, <00:02:13.189>means <00:02:13.573>you <00:02:13.957>look

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<00:02:14.085>after <00:02:14.285>a <00:02:14.485>lot <00:02:14.685>of <00:02:14.885>people <00:02:15.085>to <00:02:15.285>increase <00:02:15.485>profits

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<00:02:16.665>now <00:02:16.921>and <00:02:17.178>in <00:02:17.434>the <00:02:17.691>future.

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<00:02:19.175>And <00:02:19.315>if <00:02:19.455>you, <00:02:19.595>if <00:02:19.735>you <00:02:19.875>hold, <00:02:20.015>if <00:02:20.155>you <00:02:20.295>believe <00:02:20.435>me <00:02:20.575>just

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<00:02:21.515>for <00:02:21.690>a <00:02:21.864>little <00:02:22.040>while, <00:02:22.214>then <00:02:22.390>I <00:02:22.565>believe <00:02:22.739>there's <00:02:22.915>two

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<00:02:23.435>ways <00:02:23.771>to <00:02:24.107>increase <00:02:24.443>profits.

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<00:02:25.535>The <00:02:25.734>first <00:02:25.935>way <00:02:26.135>is <00:02:26.335>to <00:02:26.535>prioritize <00:02:26.734>reducing <00:02:26.935>costs.

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<00:02:27.615>And <00:02:27.755>in <00:02:27.895>my <00:02:28.035>simplistic <00:02:28.175>mind, <00:02:28.315>what <00:02:28.455>I <00:02:28.595>mean <00:02:28.735>by <00:02:28.875>that <00:02:29.015>is

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<00:02:30.645>of <00:02:30.845>all <00:02:31.045>the <00:02:31.245>money <00:02:31.445>flowing <00:02:31.645>into <00:02:31.845>our <00:02:32.045>organization,

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<00:02:32.445>we <00:02:32.644>just <00:02:32.845>make <00:02:33.045>sure <00:02:33.245>less <00:02:33.445>flows <00:02:33.644>back <00:02:33.845>out.

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<00:02:34.825>It <00:02:34.964>goes <00:02:35.105>into <00:02:35.244>our <00:02:35.385>pockets, <00:02:35.524>it <00:02:35.665>stays <00:02:35.804>with <00:02:35.945>us, <00:02:36.084>it's <00:02:36.225>profit.

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<00:02:39.935>And <00:02:40.110>the <00:02:40.285>second <00:02:40.460>way <00:02:40.635>is <00:02:40.810>to <00:02:40.985>prioritize <00:02:41.160>increasing <00:02:41.335>revenue.

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<00:02:42.255>And <00:02:42.394>that, <00:02:42.535>again, <00:02:42.674>in <00:02:42.815>my <00:02:42.954>simplistic <00:02:43.095>mind <00:02:43.234>is <00:02:43.375>just <00:02:43.515>make <00:02:43.655>sure

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<00:02:44.635>that <00:02:44.790>more <00:02:44.946>money <00:02:45.101>flows <00:02:45.257>into <00:02:45.412>organization <00:02:45.568>in <00:02:45.723>the <00:02:45.879>first <00:02:46.035>place.

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<00:02:47.925>And <00:02:48.226>prioritizes <00:02:48.528>the <00:02:48.829>key <00:02:49.131>word.

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<00:02:49.454>It's <00:02:49.684>not <00:02:49.914>that <00:02:50.143>if <00:02:50.373>we <00:02:50.602>prioritize <00:02:50.832>reducing

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<00:02:50.985>costs, <00:02:51.300>we <00:02:51.615>forget <00:02:51.930>about <00:02:52.245>revenue.

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<00:02:53.045>And <00:02:53.220>it's <00:02:53.395>not <00:02:53.570>that <00:02:53.745>if <00:02:53.920>we <00:02:54.095>prioritize <00:02:54.270>increasing <00:02:54.445>revenue

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<00:02:55.065>that <00:02:55.265>we, <00:02:55.465>that <00:02:55.665>costs <00:02:55.865>spiral <00:02:56.065>out <00:02:56.265>of <00:02:56.465>control.

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<00:02:56.945>It's <00:02:57.084>just <00:02:57.225>which <00:02:57.364>one <00:02:57.505>do <00:02:57.644>we <00:02:57.785>put <00:02:57.924>in <00:02:58.065>in <00:02:58.204>first <00:02:58.345>place?

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<00:02:59.485>There <00:02:59.640>can <00:02:59.796>only <00:02:59.951>be <00:03:00.107>one. <00:03:00.262>There's <00:03:00.418>two <00:03:00.573>interesting <00:03:00.729>things <00:03:00.885>about

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<00:03:04.535>reducing <00:03:04.815>costs <00:03:05.095>prior, <00:03:05.375>prioritizing <00:03:05.655>reducing <00:03:05.935>costs.

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<00:03:07.195>The <00:03:07.350>first <00:03:07.506>thing <00:03:07.661>is <00:03:07.817>that <00:03:07.972>if <00:03:08.128>we <00:03:08.283>prioritize <00:03:08.439>reducing <00:03:08.595>costs,

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<00:03:09.775>we <00:03:10.027>lose <00:03:10.279>our <00:03:10.531>ability <00:03:10.783>to <00:03:11.035>focus.

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<00:03:11.745>Everything <00:03:11.978>in <00:03:12.211>an <00:03:12.445>organization <00:03:12.678>is <00:03:12.911>a <00:03:13.145>cost.

78
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<00:03:14.115>We <00:03:14.231>need <00:03:14.348>to <00:03:14.465>pay <00:03:14.581>our <00:03:14.698>staff. <00:03:14.815>We <00:03:14.931>need <00:03:15.048>to <00:03:15.165>pay <00:03:15.281>our <00:03:15.398>internet <00:03:15.515>bill.

79
00:03:16.615 --> 00:03:18.295
<00:03:16.615>We <00:03:16.770>need <00:03:16.926>to <00:03:17.081>pay <00:03:17.237>our <00:03:17.392>electricity, <00:03:17.548>we <00:03:17.703>need <00:03:17.859>utility <00:03:18.015>bills,

80
00:03:18.635 --> 00:03:21.895
<00:03:18.635>we <00:03:18.751>need <00:03:18.868>to <00:03:18.984>pay <00:03:19.101>for <00:03:19.218>travel, <00:03:19.334>we <00:03:19.451>need <00:03:19.568>to <00:03:19.685>pay <00:03:19.801>for <00:03:19.918>the <00:03:20.035>estates.

81
00:03:22.275 --> 00:03:25.375
<00:03:22.275>Uh, <00:03:22.402>you <00:03:22.529>know, <00:03:22.656>the, <00:03:22.784>the, <00:03:22.911>the <00:03:23.038>land <00:03:23.165>that <00:03:23.293>we <00:03:23.420>use, <00:03:23.547>the <00:03:23.675>buildings,

82
00:03:26.035 --> 00:03:27.655
<00:03:26.035>uh, <00:03:26.268>we <00:03:26.501>need <00:03:26.734>to <00:03:26.968>pay <00:03:27.201>our <00:03:27.435>cloud.

83
00:03:27.705 --> 00:03:29.215
<00:03:27.704>Cloud <00:03:28.158>costs. <00:03:28.611>We <00:03:29.064>need

84
00:03:29.215 --> 00:03:31.855
<00:03:29.215>to <00:03:29.448>pay <00:03:29.681>absolutely, <00:03:29.915>you <00:03:30.148>know, <00:03:30.381>for <00:03:30.615>everything.

85
00:03:31.855 --> 00:03:34.695
<00:03:31.855>Everything's <00:03:32.010>a <00:03:32.166>cost. <00:03:32.321>And <00:03:32.477>so <00:03:32.632>if <00:03:32.788>we <00:03:32.943>prioritize <00:03:33.099>reducing <00:03:33.255>costs,

86
00:03:34.695 --> 00:03:35.975
<00:03:34.695>we're <00:03:35.271>prioritizing <00:03:35.846>everything.

87
00:03:36.395 --> 00:03:38.855
<00:03:36.395>And <00:03:36.550>if <00:03:36.706>you <00:03:36.861>focus <00:03:37.017>on <00:03:37.172>everything, <00:03:37.328>you <00:03:37.483>focus <00:03:37.639>on <00:03:37.795>nothing.

88
00:03:40.495 --> 00:03:43.995
<00:03:40.495>The <00:03:40.728>second <00:03:40.961>thing <00:03:41.195>is <00:03:41.428>that <00:03:41.661>you <00:03:41.895>can

89
00:03:43.995 --> 00:03:45.115
<00:03:43.995>only <00:03:44.196>reduce <00:03:44.398>costs <00:03:44.599>down <00:03:44.801>to <00:03:45.003>zero.

90
00:03:45.175 --> 00:03:47.435
<00:03:45.175>And <00:03:45.315>the <00:03:45.455>funny <00:03:45.595>thing <00:03:45.735>is, <00:03:45.875>is <00:03:46.015>if <00:03:46.155>you <00:03:46.295>are <00:03:46.435>ultimately <00:03:46.575>successful

91
00:03:47.435 --> 00:03:48.475
<00:03:47.435>in <00:03:47.622>reducing <00:03:47.809>costs <00:03:47.996>down <00:03:48.183>to <00:03:48.370>zero,

92
00:03:48.475 --> 00:03:49.755
<00:03:48.475>it <00:03:48.639>means <00:03:48.804>you <00:03:48.968>don't <00:03:49.133>have <00:03:49.297>a <00:03:49.462>business <00:03:49.627>left.

93
00:03:49.755 --> 00:03:51.555
<00:03:49.755>There's <00:03:50.035>nothing <00:03:50.315>left <00:03:50.595>generating <00:03:50.875>your <00:03:51.155>cost.

94
00:03:52.135 --> 00:03:53.835
<00:03:52.135>So <00:03:52.334>you <00:03:52.535>actually <00:03:52.734>don't <00:03:52.935>want <00:03:53.135>to <00:03:53.334>be <00:03:53.535>fully

95
00:03:53.835 --> 00:03:55.515
<00:03:53.835>successful <00:03:54.301>in <00:03:54.768>reducing <00:03:55.235>costs.

96
00:03:58.075 --> 00:03:59.165
<00:03:58.075>It's <00:03:58.320>two <00:03:58.565>interesting <00:03:58.810>things <00:03:59.055>about

97
00:03:59.325 --> 00:04:00.845
<00:03:59.325>prioritizing <00:04:00.009>increasing <00:04:00.692>revenue.

98
00:04:01.585 --> 00:04:04.265
<00:04:01.585>The <00:04:01.740>first <00:04:01.896>thing <00:04:02.051>is <00:04:02.207>revenue <00:04:02.362>has <00:04:02.518>no <00:04:02.673>off <00:04:02.829>the <00:04:02.985>bound.

99
00:04:04.265 --> 00:04:05.465
<00:04:04.265>You <00:04:04.481>can <00:04:04.697>increase <00:04:04.912>it <00:04:05.129>no <00:04:05.345>end.

100
00:04:06.485 --> 00:04:08.025
<00:04:06.485>And <00:04:06.658>it's <00:04:06.831>not <00:04:07.004>that <00:04:07.178>easy, <00:04:07.351>don't <00:04:07.524>get <00:04:07.697>me <00:04:07.871>wrong.

101
00:04:08.165 --> 00:04:09.545
<00:04:08.165>But <00:04:08.320>it's <00:04:08.475>nice <00:04:08.630>to <00:04:08.786>know <00:04:08.941>that <00:04:09.096>you <00:04:09.251>can <00:04:09.406>just

102
00:04:09.545 --> 00:04:11.105
<00:04:09.545>continuously <00:04:09.894>improve <00:04:10.244>to <00:04:10.595>no <00:04:10.945>end.

103
00:04:13.365 --> 00:04:15.065
<00:04:13.365>But <00:04:13.831>I <00:04:14.298>also <00:04:14.765>propose,

104
00:04:15.125 --> 00:04:16.705
<00:04:15.125>and <00:04:15.280>this <00:04:15.436>is <00:04:15.591>some, <00:04:15.747>a <00:04:15.902>case <00:04:16.058>that <00:04:16.213>I <00:04:16.369>wanna <00:04:16.524>make

105
00:04:17.005 --> 00:04:20.185
<00:04:17.005>during <00:04:17.180>the <00:04:17.355>whole <00:04:17.529>rest <00:04:17.704>of <00:04:17.880>the <00:04:18.055>presentation, <00:04:18.230>is <00:04:18.404>that

106
00:04:20.995 --> 00:04:22.655
<00:04:20.995>by <00:04:21.461>prioritizing <00:04:21.928>increasing <00:04:22.395>revenue,

107
00:04:22.795 --> 00:04:24.375
<00:04:22.795>it <00:04:23.028>gives <00:04:23.261>you <00:04:23.495>a <00:04:23.728>very <00:04:23.961>clear <00:04:24.195>focus

108
00:04:25.365 --> 00:04:27.185
<00:04:25.365>for <00:04:25.645>improvement <00:04:25.925>across <00:04:26.205>your <00:04:26.485>whole <00:04:26.765>organization.

109
00:04:29.475 --> 00:04:31.855
<00:04:29.475>So <00:04:29.825>let's <00:04:30.175>summarize, <00:04:30.525>prioritizing <00:04:30.875>cost

110
00:04:32.415 --> 00:04:34.375
<00:04:32.415>reduction, <00:04:33.115>inhibits <00:04:33.815>focus.

111
00:04:34.545 --> 00:04:36.775
<00:04:34.545>Where <00:04:34.685>till <00:04:34.825>you <00:04:34.965>begin, <00:04:35.105>way <00:04:35.245>till <00:04:35.385>you <00:04:35.525>end, <00:04:35.665>everything's <00:04:35.805>a <00:04:35.945>cost

112
00:04:37.365 --> 00:04:38.465
<00:04:37.365>and <00:04:37.695>it <00:04:38.025>limits <00:04:38.355>improvement.

113
00:04:38.585 --> 00:04:40.505
<00:04:38.585>'cause <00:04:38.760>you <00:04:38.935>can <00:04:39.109>only <00:04:39.284>reduce <00:04:39.460>cost <00:04:39.635>down <00:04:39.810>to <00:04:39.984>zero,

114
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<00:04:41.435>at <00:04:41.635>which <00:04:41.835>point <00:04:42.035>don't <00:04:42.235>have <00:04:42.435>an <00:04:42.635>organization <00:04:42.835>left.

115
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<00:04:44.575>Um, <00:04:44.775>whereas <00:04:44.974>prioritizing <00:04:45.175>revenue <00:04:45.375>growth <00:04:45.575>provides <00:04:45.775>a <00:04:45.974>very

116
00:04:47.235 --> 00:04:48.635
<00:04:47.235>clear <00:04:47.550>focus, <00:04:47.865>which <00:04:48.180>I'll <00:04:48.495>try

117
00:04:48.635 --> 00:04:50.995
<00:04:48.635>and <00:04:48.810>convince <00:04:48.985>you <00:04:49.159>during <00:04:49.335>the <00:04:49.510>rest <00:04:49.685>of <00:04:49.860>this <00:04:50.034>presentation.

118
00:04:51.785 --> 00:04:53.285
<00:04:51.784>And <00:04:52.460>unlimit <00:04:53.135>improvement

119
00:04:53.285 --> 00:04:57.085
<00:04:53.284>because <00:04:53.460>you <00:04:53.635>can <00:04:53.809>increase <00:04:53.984>revenue <00:04:54.159>in <00:04:54.335>no <00:04:54.510>way <00:04:54.684>theoretically.

120
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<00:04:59.545>So <00:04:59.764>let's <00:04:59.983>bring <00:05:00.202>these <00:05:00.421>ideas <00:05:00.640>to <00:05:00.859>life

121
00:05:01.105 --> 00:05:02.725
<00:05:01.105>for <00:05:01.455>a <00:05:01.805>company <00:05:02.155>called <00:05:02.505>incom.

122
00:05:04.355 --> 00:05:06.775
<00:05:04.355>So <00:05:04.530>incom <00:05:04.705>is <00:05:04.880>a <00:05:05.055>build <00:05:05.230>to <00:05:05.405>order <00:05:05.580>software <00:05:05.755>business.

123
00:05:06.995 --> 00:05:08.775
<00:05:06.995>And <00:05:07.150>let <00:05:07.306>me <00:05:07.461>just <00:05:07.617>walk <00:05:07.772>you <00:05:07.928>through <00:05:08.083>the <00:05:08.239>customer <00:05:08.395>journey

124
00:05:08.795 --> 00:05:10.215
<00:05:08.795>so <00:05:09.008>we <00:05:09.221>can <00:05:09.433>talk <00:05:09.647>about <00:05:09.860>them <00:05:10.073>knowingly

125
00:05:10.215 --> 00:05:11.575
<00:05:10.215>and <00:05:10.389>I <00:05:10.564>can <00:05:10.739>start <00:05:10.914>to <00:05:11.089>ask <00:05:11.264>you <00:05:11.438>questions.

126
00:05:12.155 --> 00:05:14.215
<00:05:12.155>So <00:05:12.434>en <00:05:12.715>com's <00:05:12.994>customer <00:05:13.275>journey <00:05:13.554>starts

127
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<00:05:14.215>with <00:05:14.551>customers <00:05:14.887>needing <00:05:15.222>help.

128
00:05:15.775 --> 00:05:19.695
<00:05:15.775>A <00:05:15.930>sales <00:05:16.086>team <00:05:16.241>finds <00:05:16.397>those <00:05:16.552>customers <00:05:16.708>that <00:05:16.863>want <00:05:17.019>some, <00:05:17.174>uh,

129
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<00:05:19.695>bespoke <00:05:20.161>software <00:05:20.628>built, <00:05:21.094>uh,

130
00:05:23.045 --> 00:05:26.045
<00:05:23.045>designers <00:05:23.278>then <00:05:23.511>design <00:05:23.745>the <00:05:23.978>user <00:05:24.211>interface <00:05:24.445>for

131
00:05:26.575 --> 00:05:28.165
<00:05:26.575>those <00:05:27.041>customers <00:05:27.508>for <00:05:27.974>that.

132
00:05:28.405 --> 00:05:31.875
<00:05:28.405>Software <00:05:28.684>developers <00:05:28.965>create <00:05:29.244>the <00:05:29.525>software, <00:05:29.804>um,

133
00:05:32.745 --> 00:05:35.445
<00:05:32.745>and <00:05:32.945>then <00:05:33.145>finance <00:05:33.345>like <00:05:33.545>payment <00:05:33.745>once <00:05:33.945>it's <00:05:34.145>complete.

134
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<00:05:36.505>And <00:05:36.688>that <00:05:36.871>brings <00:05:37.054>money <00:05:37.237>to <00:05:37.420>the <00:05:37.603>business.

135
00:05:38.395 --> 00:05:40.795
<00:05:38.395>So <00:05:38.745>four <00:05:39.094>steps <00:05:39.445>to <00:05:39.794>revenue,

136
00:05:43.095 --> 00:05:44.115
<00:05:43.095>it <00:05:43.278>looks <00:05:43.462>like <00:05:43.645>a <00:05:43.829>monopoly <00:05:44.013>board.

137
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<00:05:44.115>So <00:05:44.242>that's <00:05:44.369>just <00:05:44.496>come <00:05:44.624>way. <00:05:44.751>So <00:05:44.878>we <00:05:45.005>wanna <00:05:45.133>get <00:05:45.260>pro <00:05:45.387>projects <00:05:45.515>from

138
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<00:05:47.415>left <00:05:47.613>to <00:05:47.811>right <00:05:48.009>as <00:05:48.207>quickly <00:05:48.405>as <00:05:48.603>possible

139
00:05:48.765 --> 00:05:50.415
<00:05:48.765>because <00:05:48.998>that <00:05:49.231>brings <00:05:49.465>revenue <00:05:49.698>to <00:05:49.931>the <00:05:50.164>business.

140
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<00:05:51.155>But <00:05:51.294>from <00:05:51.434>what <00:05:51.575>little <00:05:51.715>told <00:05:51.854>you, <00:05:51.994>if <00:05:52.135>you <00:05:52.275>were <00:05:52.414>the <00:05:52.554>director

141
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<00:05:53.375>or <00:05:53.530>the <00:05:53.686>CEO <00:05:53.841>of <00:05:53.997>eCom, <00:05:54.152>how <00:05:54.308>would <00:05:54.463>you <00:05:54.619>increase <00:05:54.775>revenue?

142
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<00:05:57.875>I <00:05:58.015>haven't <00:05:58.155>told <00:05:58.295>you <00:05:58.435>much. <00:05:58.575>So <00:05:58.715>just <00:05:58.855>wanna <00:05:58.995>plant <00:05:59.135>a <00:05:59.275>seed.

143
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<00:06:08.635>Let <00:06:08.742>me <00:06:08.850>try <00:06:08.958>and <00:06:09.065>answer <00:06:09.173>that. <00:06:09.281>So <00:06:09.388>if <00:06:09.496>I <00:06:09.604>was <00:06:09.711>the <00:06:09.819>CEO <00:06:09.927>of <00:06:10.034>Enco,

144
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<00:06:11.675>and <00:06:11.815>I'm <00:06:11.955>very <00:06:12.095>simplistic <00:06:12.235>as <00:06:12.375>you <00:06:12.515>know <00:06:12.655>already, <00:06:12.795>I <00:06:12.935>look <00:06:13.075>at

145
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<00:06:16.115>that <00:06:16.315>last <00:06:16.515>step, <00:06:16.715>which <00:06:16.915>is <00:06:17.115>collecting <00:06:17.315>payments <00:06:17.515>is

146
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<00:06:17.675>where <00:06:17.875>the <00:06:18.075>finance <00:06:18.275>team <00:06:18.475>go <00:06:18.675>to <00:06:18.875>the <00:06:19.075>customer.

147
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<00:06:19.475>Once <00:06:19.790>the, <00:06:20.105>we've <00:06:20.420>delivered <00:06:20.735>our

148
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<00:06:21.075>software <00:06:21.327>and <00:06:21.579>they <00:06:21.831>collect <00:06:22.082>payment.

149
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<00:06:22.255>And <00:06:22.488>I <00:06:22.721>reckon <00:06:22.955>since <00:06:23.188>that's <00:06:23.421>the <00:06:23.655>step

150
00:06:24.395 --> 00:06:27.595
<00:06:24.395>that <00:06:24.550>brings <00:06:24.706>money <00:06:24.861>into <00:06:25.017>our <00:06:25.172>organization, <00:06:25.328>if <00:06:25.483>we <00:06:25.639>just <00:06:25.794>do

151
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<00:06:27.595>that <00:06:27.828>one <00:06:28.061>step <00:06:28.295>faster, <00:06:28.528>we'll <00:06:28.761>increase <00:06:28.995>revenue

152
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<00:06:31.025>or <00:06:31.180>we'll <00:06:31.336>generate <00:06:31.491>more <00:06:31.647>money <00:06:31.802>in <00:06:31.958>any <00:06:32.113>given <00:06:32.269>period, <00:06:32.424>right?

153
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<00:06:34.905>Yeah, <00:06:35.032>maybe. <00:06:35.159>But <00:06:35.286>as <00:06:35.414>I <00:06:35.541>think <00:06:35.668>it <00:06:35.795>through, <00:06:35.923>I <00:06:36.050>realize <00:06:36.177>in <00:06:36.304>order

154
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<00:06:38.115>to <00:06:38.395>collect <00:06:38.675>payments <00:06:38.955>faster, <00:06:39.235>we <00:06:39.515>have

155
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<00:06:40.415>to <00:06:40.727>develop <00:06:41.039>software <00:06:41.351>faster

156
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<00:06:44.005>because <00:06:44.355>we <00:06:44.705>can't <00:06:45.055>collect <00:06:45.405>payments

157
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<00:06:45.735>for <00:06:45.951>software <00:06:46.167>we <00:06:46.383>haven't <00:06:46.599>created <00:06:46.815>yet.

158
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<00:06:46.955>We <00:06:47.082>have <00:06:47.209>to <00:06:47.336>stick <00:06:47.464>to <00:06:47.591>our <00:06:47.718>end <00:06:47.845>of <00:06:47.973>the <00:06:48.100>bargain, <00:06:48.227>right? <00:06:48.354>Okay.

159
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<00:06:50.155>Okay. <00:06:50.282>But <00:06:50.409>as <00:06:50.536>I <00:06:50.664>think <00:06:50.791>about <00:06:50.918>that <00:06:51.045>a <00:06:51.173>bit <00:06:51.300>more, <00:06:51.427>I <00:06:51.554>realize

160
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<00:06:53.045>that <00:06:53.395>we <00:06:53.745>can't <00:06:54.095>develop <00:06:54.445>software

161
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<00:06:56.435>until <00:06:56.635>we've <00:06:56.835>designed <00:06:57.035>the <00:06:57.235>interface, <00:06:57.435>the <00:06:57.635>user <00:06:57.835>interface.

162
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<00:06:59.065>'cause <00:06:59.269>otherwise <00:06:59.473>we <00:06:59.677>don't <00:06:59.881>know <00:07:00.085>what <00:07:00.289>we're

163
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<00:07:00.425>really <00:07:00.722>creating <00:07:01.019>a <00:07:01.316>software <00:07:01.613>around.

164
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<00:07:02.525>So <00:07:02.680>in <00:07:02.836>order <00:07:02.991>to <00:07:03.147>develop <00:07:03.302>software <00:07:03.458>faster, <00:07:03.613>we <00:07:03.769>actually <00:07:03.924>have

165
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<00:07:04.665>to <00:07:04.989>design <00:07:05.313>interfaces <00:07:05.637>faster.

166
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<00:07:09.105>But <00:07:09.305>then <00:07:09.505>I <00:07:09.705>realized <00:07:09.905>we <00:07:10.105>can't <00:07:10.305>design <00:07:10.505>interfaces,

167
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<00:07:12.865>we <00:07:13.065>can't <00:07:13.265>design <00:07:13.465>user <00:07:13.665>interfaces <00:07:13.865>for, <00:07:14.065>for <00:07:14.265>customers.

168
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<00:07:14.925>We <00:07:15.080>don't <00:07:15.236>yet <00:07:15.391>have, <00:07:15.547>we <00:07:15.702>have <00:07:15.858>to <00:07:16.013>find <00:07:16.169>the <00:07:16.325>marketplace.

169
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<00:07:16.925>Otherwise <00:07:17.100>it'll <00:07:17.275>be <00:07:17.450>a <00:07:17.625>bit <00:07:17.800>like <00:07:17.975>minority <00:07:18.150>report, <00:07:18.325>right?

170
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<00:07:20.225>So <00:07:20.450>all <00:07:20.675>I've <00:07:20.900>really <00:07:21.125>said <00:07:21.350>here <00:07:21.575>is

171
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<00:07:21.725>that <00:07:21.953>if <00:07:22.181>we <00:07:22.409>just <00:07:22.637>do <00:07:22.865>everything <00:07:23.093>faster,

172
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<00:07:23.935>we'll <00:07:24.256>increase <00:07:24.577>the <00:07:24.898>amount

173
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<00:07:25.005>of <00:07:25.200>revenue <00:07:25.395>we <00:07:25.591>generate <00:07:25.786>in <00:07:25.982>any <00:07:26.177>given <00:07:26.373>period.

174
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<00:07:26.645>I, <00:07:26.878>I <00:07:27.111>don't <00:07:27.344>think <00:07:27.578>that's <00:07:27.811>particularly <00:07:28.044>helpful.

175
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<00:07:29.805>So <00:07:29.970>there <00:07:30.135>must <00:07:30.300>be <00:07:30.465>something <00:07:30.630>I'm <00:07:30.794>missing.

176
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<00:07:30.925>And <00:07:31.100>I <00:07:31.275>realize <00:07:31.450>that <00:07:31.625>this <00:07:31.800>monopoly <00:07:31.975>board <00:07:32.150>is <00:07:32.325>pretty,

177
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<00:07:32.595>don't <00:07:32.770>get <00:07:32.945>me <00:07:33.120>wrong, <00:07:33.295>but <00:07:33.470>I <00:07:33.645>think <00:07:33.820>it's <00:07:33.995>distracting.

178
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<00:07:35.005>And <00:07:35.145>I <00:07:35.284>think <00:07:35.425>if <00:07:35.565>I <00:07:35.705>instead <00:07:35.844>imagine <00:07:35.985>the <00:07:36.125>organization <00:07:36.265>like <00:07:36.405>a

179
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<00:07:37.665>pipeline, <00:07:37.820>it <00:07:37.976>might <00:07:38.131>help <00:07:38.287>me <00:07:38.442>understand <00:07:38.598>the <00:07:38.753>assumption <00:07:38.909>I <00:07:39.065>hold.

180
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<00:07:40.445>It's <00:07:40.600>incorrect. <00:07:40.756>And <00:07:40.911>if <00:07:41.067>you <00:07:41.222>imagine <00:07:41.378>a <00:07:41.533>pipeline, <00:07:41.689>a <00:07:41.844>pipeline

181
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<00:07:44.715>by <00:07:44.995>definition <00:07:45.275>or <00:07:45.555>a <00:07:45.835>pipe <00:07:46.115>or,

182
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<00:07:46.715>or, <00:07:47.165>uh, <00:07:47.615>yeah, <00:07:48.065>pipe

183
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<00:07:48.355>by <00:07:48.555>definition <00:07:48.755>has <00:07:48.955>a <00:07:49.155>narrowest <00:07:49.355>point, <00:07:49.555>a <00:07:49.755>bottleneck.

184
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<00:07:53.235>Um, <00:07:53.585>and <00:07:53.935>in <00:07:54.285>income's <00:07:54.635>case,

185
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<00:07:57.845>it <00:07:57.998>was <00:07:58.151>the <00:07:58.304>development <00:07:58.457>team, <00:07:58.610>the <00:07:58.763>development <00:07:58.916>team <00:07:59.068>we're

186
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<00:07:59.205>doing <00:07:59.380>the <00:07:59.555>least <00:07:59.729>in <00:07:59.905>the <00:08:00.080>most <00:08:00.255>amount <00:08:00.430>of <00:08:00.604>time.

187
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<00:08:03.185>And <00:08:03.325>so <00:08:03.465>I <00:08:03.605>start <00:08:03.745>to <00:08:03.885>realize <00:08:04.025>that <00:08:04.165>the <00:08:04.305>assumption <00:08:04.445>I <00:08:04.585>held

188
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<00:08:05.885>that <00:08:06.085>was <00:08:06.284>incorrect <00:08:06.485>was <00:08:06.685>that <00:08:06.885>my <00:08:07.085>assumption <00:08:07.284>was

189
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<00:08:07.805>that <00:08:08.057>every <00:08:08.309>part <00:08:08.561>of <00:08:08.813>an <00:08:09.065>organization

190
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<00:08:09.205>operates <00:08:09.457>at <00:08:09.709>the <00:08:09.961>same <00:08:10.212>rate.

191
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<00:08:11.555>Whereas <00:08:11.808>that's <00:08:12.062>not <00:08:12.316>necessarily <00:08:12.570>the <00:08:12.823>case.

192
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<00:08:12.965>Even <00:08:13.140>if <00:08:13.315>we <00:08:13.489>just <00:08:13.664>look <00:08:13.840>at <00:08:14.015>the <00:08:14.190>software <00:08:14.364>part

193
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<00:08:14.885>of <00:08:15.060>an <00:08:15.235>organization, <00:08:15.409>we <00:08:15.585>can <00:08:15.760>see <00:08:15.935>that <00:08:16.110>work <00:08:16.284>starts

194
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<00:08:17.245>to <00:08:17.468>pile <00:08:17.691>up <00:08:17.914>in <00:08:18.137>between <00:08:18.361>teams

195
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<00:08:18.705>and <00:08:18.880>it'll <00:08:19.055>start <00:08:19.229>to <00:08:19.405>pile <00:08:19.580>up <00:08:19.755>more <00:08:19.930>in <00:08:20.104>front

196
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<00:08:20.665>of <00:08:20.899>one <00:08:21.133>team <00:08:21.367>more <00:08:21.601>than <00:08:21.835>another.

197
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<00:08:22.545>And <00:08:22.745>that's <00:08:22.945>not <00:08:23.145>because <00:08:23.345>that <00:08:23.545>team <00:08:23.745>is <00:08:23.945>bad

198
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<00:08:24.295>or <00:08:24.470>that <00:08:24.645>step <00:08:24.820>in <00:08:24.995>the <00:08:25.170>process <00:08:25.345>is <00:08:25.520>is <00:08:25.695>uh,

199
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<00:08:26.555>the <00:08:26.811>people <00:08:27.068>involved <00:08:27.324>are <00:08:27.581>bad.

200
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<00:08:27.845>It's <00:08:28.012>nothing <00:08:28.179>to <00:08:28.347>do <00:08:28.514>with <00:08:28.681>that.

201
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<00:08:28.885>It's <00:08:29.078>just <00:08:29.272>what <00:08:29.465>they <00:08:29.659>do <00:08:29.852>is <00:08:30.046>unique.

202
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<00:08:30.715>And <00:08:30.914>the <00:08:31.114>organization <00:08:31.315>may <00:08:31.515>not <00:08:31.715>be <00:08:31.914>best <00:08:32.115>designed

203
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<00:08:33.674>to <00:08:33.905>support <00:08:34.136>that <00:08:34.367>step <00:08:34.599>in <00:08:34.830>the <00:08:35.061>process.

204
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<00:08:35.745>Bottleneck <00:08:36.025>is <00:08:36.304>always <00:08:36.585>going <00:08:36.865>to <00:08:37.145>exist.

205
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<00:08:38.085>It's <00:08:38.240>always <00:08:38.396>gonna <00:08:38.551>be <00:08:38.707>a <00:08:38.862>narrowest <00:08:39.018>point <00:08:39.173>in <00:08:39.329>net <00:08:39.485>pipe.

206
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<00:08:42.225>In <00:08:42.423>income's <00:08:42.621>case, <00:08:42.818>it <00:08:43.017>was <00:08:43.215>the <00:08:43.413>development <00:08:43.611>team.

207
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<00:08:43.765>They <00:08:43.905>were <00:08:44.044>doing <00:08:44.184>the <00:08:44.324>least <00:08:44.465>in <00:08:44.605>the <00:08:44.745>most <00:08:44.885>amount <00:08:45.025>of <00:08:45.165>time

208
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<00:08:45.965>through <00:08:46.190>no <00:08:46.415>fault <00:08:46.640>of <00:08:46.865>variant.

209
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<00:08:46.985>It <00:08:47.160>was <00:08:47.335>just <00:08:47.510>simply <00:08:47.685>the <00:08:47.860>conditions <00:08:48.035>of <00:08:48.210>the <00:08:48.385>organization,

210
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<00:08:49.065>how <00:08:49.265>it <00:08:49.465>was <00:08:49.665>designed <00:08:49.865>and <00:08:50.065>what <00:08:50.265>they <00:08:50.465>did.

211
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<00:08:51.195>It's <00:08:51.350>very <00:08:51.506>different <00:08:51.661>to <00:08:51.817>the <00:08:51.972>other <00:08:52.128>steps <00:08:52.283>in <00:08:52.439>the <00:08:52.595>process.

212
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<00:08:54.185>And <00:08:54.301>so <00:08:54.418>what <00:08:54.535>that <00:08:54.651>meant <00:08:54.768>was <00:08:54.885>that <00:08:55.001>work <00:08:55.118>was <00:08:55.234>piling <00:08:55.351>up <00:08:55.468>in <00:08:55.584>front

213
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<00:08:56.485>of <00:08:56.835>the <00:08:57.185>development <00:08:57.535>team <00:08:57.885>consistently

214
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<00:08:59.435>more <00:08:59.725>than <00:09:00.015>any <00:09:00.305>other <00:09:00.596>team.

215
00:09:02.485 --> 00:09:04.385
<00:09:02.485>And <00:09:02.685>there's <00:09:02.885>something <00:09:03.085>very <00:09:03.285>interesting <00:09:03.485>about <00:09:03.685>a <00:09:03.885>bottleneck.

216
00:09:04.385 --> 00:09:07.065
<00:09:04.385>There's <00:09:04.585>something <00:09:04.785>very <00:09:04.985>interesting <00:09:05.185>about <00:09:05.385>the, <00:09:05.585>the, <00:09:05.785>uh,

217
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<00:09:07.205>the <00:09:07.467>slowest <00:09:07.730>part <00:09:07.993>of <00:09:08.256>an <00:09:08.519>organization.

218
00:09:09.675 --> 00:09:12.545
<00:09:09.675>And <00:09:09.782>what <00:09:09.890>I <00:09:09.998>mean <00:09:10.105>by <00:09:10.213>that <00:09:10.321>is, <00:09:10.428>if <00:09:10.536>we <00:09:10.644>just <00:09:10.751>bring <00:09:10.859>this <00:09:10.967>to <00:09:11.074>life,

219
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<00:09:13.325>say <00:09:13.480>the <00:09:13.636>development <00:09:13.791>team <00:09:13.947>at <00:09:14.102>eCom <00:09:14.258>could <00:09:14.413>only <00:09:14.569>complete <00:09:14.725>one

220
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<00:09:16.425>project <00:09:16.658>a <00:09:16.891>month, <00:09:17.125>whereas <00:09:17.358>all <00:09:17.591>the <00:09:17.824>other

221
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<00:09:18.145>teams <00:09:18.424>could <00:09:18.703>go <00:09:18.982>much <00:09:19.261>faster.

222
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<00:09:20.205>Uh, <00:09:20.438>the <00:09:20.671>finance <00:09:20.905>team <00:09:21.138>could <00:09:21.371>collect <00:09:21.605>payment

223
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<00:09:22.485>for <00:09:22.625>10 <00:09:22.765>projects <00:09:22.905>a <00:09:23.045>month, <00:09:23.185>say <00:09:23.325>the <00:09:23.465>rates <00:09:23.605>at <00:09:23.745>which <00:09:23.885>eCom

224
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<00:09:26.465>as <00:09:26.665>a <00:09:26.865>whole <00:09:27.065>could <00:09:27.265>generate <00:09:27.465>revenue <00:09:27.665>is <00:09:27.865>equal

225
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<00:09:29.205>to <00:09:29.405>the <00:09:29.605>rates <00:09:29.805>at <00:09:30.005>which <00:09:30.205>the, <00:09:30.405>the <00:09:30.605>bottleneck

226
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<00:09:31.695>alone <00:09:31.928>can <00:09:32.161>operate <00:09:32.395>one <00:09:32.628>project <00:09:32.861>a <00:09:33.095>month.

227
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<00:09:33.945>And <00:09:34.072>the <00:09:34.199>reason <00:09:34.326>for <00:09:34.454>that <00:09:34.581>is <00:09:34.708>even <00:09:34.835>if <00:09:34.963>we <00:09:35.090>can <00:09:35.217>collect <00:09:35.345>payments

228
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<00:09:37.045>for <00:09:37.172>10 <00:09:37.299>projects <00:09:37.426>a <00:09:37.554>month, <00:09:37.681>if <00:09:37.808>we <00:09:37.935>can <00:09:38.063>only <00:09:38.190>complete <00:09:38.317>one <00:09:38.444>project

229
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<00:09:39.485>a <00:09:39.640>month, <00:09:39.796>'cause <00:09:39.951>that's <00:09:40.107>the <00:09:40.262>rate <00:09:40.418>at <00:09:40.573>which <00:09:40.729>the <00:09:40.885>development

230
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<00:09:42.115>team <00:09:43.024>run,

231
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<00:09:43.835>then <00:09:43.975>we <00:09:44.115>can <00:09:44.255>only <00:09:44.395>collect <00:09:44.535>payments <00:09:44.675>for <00:09:44.815>one <00:09:44.955>project <00:09:45.095>a <00:09:45.235>month.

232
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<00:09:46.445>Everything <00:09:46.787>else <00:09:47.129>at <00:09:47.471>excess <00:09:47.813>capacity.

233
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<00:09:48.345>The <00:09:48.485>nine <00:09:48.625>projects <00:09:48.765>a <00:09:48.905>month <00:09:49.045>that <00:09:49.185>the <00:09:49.325>finance <00:09:49.465>team <00:09:49.605>can <00:09:49.745>do,

234
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<00:09:52.125>in <00:09:52.358>addition <00:09:52.591>to <00:09:52.825>what <00:09:53.058>they're <00:09:53.291>doing <00:09:53.525>now

235
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<00:09:54.645>is <00:09:54.963>all <00:09:55.281>excess <00:09:55.599>capacity.

236
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<00:09:55.705>They <00:09:55.905>can't <00:09:56.105>use <00:09:56.305>it <00:09:56.505>again, <00:09:56.705>no <00:09:56.905>one's <00:09:57.105>fault.

237
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<00:09:58.885>It's <00:09:59.089>just <00:09:59.293>the <00:09:59.497>way <00:09:59.701>the <00:09:59.905>organization <00:10:00.109>is.

238
00:10:01.625 --> 00:10:03.285
<00:10:01.625>So <00:10:01.858>I'll <00:10:02.091>ask <00:10:02.325>you <00:10:02.558>this <00:10:02.791>question <00:10:03.025>again

239
00:10:03.345 --> 00:10:04.645
<00:10:03.345>to <00:10:03.491>see <00:10:03.637>if <00:10:03.783>anything <00:10:03.930>new <00:10:04.076>comes <00:10:04.222>up <00:10:04.368>for <00:10:04.515>you.

240
00:10:04.645 --> 00:10:05.725
<00:10:04.645>How <00:10:04.839>would <00:10:05.033>you <00:10:05.228>increase <00:10:05.422>the <00:10:05.617>revenue

241
00:10:05.785 --> 00:10:07.685
<00:10:05.785>and <00:10:05.940>income <00:10:06.096>if <00:10:06.251>you <00:10:06.407>were <00:10:06.562>the <00:10:06.718>CEO <00:10:06.873>or <00:10:07.029>the <00:10:07.185>director?

242
00:10:08.745 --> 00:10:09.795
<00:10:08.745>I'll <00:10:08.934>leave <00:10:09.122>you <00:10:09.312>there <00:10:09.501>with, <00:10:09.689>with

243
00:10:09.905 --> 00:10:11.195
<00:10:09.905>that, <00:10:10.070>with <00:10:10.236>you <00:10:10.402>for <00:10:10.568>a <00:10:10.734>second <00:10:10.900>while <00:10:11.066>start.

244
00:10:11.195 --> 00:10:13.755
<00:10:11.195>Have <00:10:11.370>a <00:10:11.545>sip <00:10:11.720>of <00:10:11.895>water <00:10:12.070>now <00:10:12.245>we'll <00:10:12.420>move <00:10:12.595>on.

245
00:10:20.535 --> 00:10:23.645
<00:10:20.535>Right? <00:10:20.709>So <00:10:20.885>the, <00:10:21.060>I <00:10:21.235>generally, <00:10:21.410>this <00:10:21.584>stage <00:10:21.760>when <00:10:21.935>I

246
00:10:25.115 --> 00:10:27.245
<00:10:25.115>give <00:10:25.315>this <00:10:25.515>talk, <00:10:25.715>people <00:10:25.915>say <00:10:26.115>focus <00:10:26.315>on <00:10:26.515>the

247
00:10:27.245 --> 00:10:28.445
<00:10:27.245>development <00:10:27.461>team, <00:10:27.677>help <00:10:27.893>the <00:10:28.109>development <00:10:28.325>team.

248
00:10:29.075 --> 00:10:30.735
<00:10:29.075>If <00:10:29.355>we <00:10:29.635>can <00:10:29.915>focus <00:10:30.195>improvement <00:10:30.475>there,

249
00:10:30.735 --> 00:10:35.345
<00:10:30.735>if <00:10:30.875>we <00:10:31.015>can <00:10:31.155>help <00:10:31.295>the <00:10:31.435>development <00:10:31.575>team, <00:10:31.715>then <00:10:31.855>we <00:10:31.995>increase, <00:10:32.135>we,

250
00:10:35.345 --> 00:10:38.105
<00:10:35.345>we <00:10:35.520>uh, <00:10:35.695>we <00:10:35.870>increase <00:10:36.045>the <00:10:36.220>capacity <00:10:36.395>at <00:10:36.570>the <00:10:36.745>bottleneck.

251
00:10:39.915 --> 00:10:41.215
<00:10:39.915>Abs <00:10:40.207>don't <00:10:40.500>disagree <00:10:40.792>with <00:10:41.085>that.

252
00:10:41.555 --> 00:10:43.855
<00:10:41.555>If <00:10:41.729>we <00:10:41.905>can <00:10:42.079>increase <00:10:42.255>the <00:10:42.430>capacity <00:10:42.604>of <00:10:42.780>the <00:10:42.954>bottleneck,

253
00:10:44.155 --> 00:10:46.855
<00:10:44.155>if <00:10:44.329>we <00:10:44.505>widen <00:10:44.680>the <00:10:44.855>bottleneck, <00:10:45.030>we <00:10:45.204>increase <00:10:45.380>the <00:10:45.555>ability

254
00:10:46.855 --> 00:10:48.375
<00:10:46.855>for <00:10:47.083>the <00:10:47.311>whole <00:10:47.539>organization <00:10:47.767>to <00:10:47.995>join <00:10:48.223>at

255
00:10:48.375 --> 00:10:49.415
<00:10:48.375>more <00:10:48.562>revenue <00:10:48.749>in <00:10:48.936>any <00:10:49.123>given <00:10:49.310>period.

256
00:10:50.155 --> 00:10:51.605
<00:10:50.155>Then <00:10:50.341>I <00:10:50.527>ask <00:10:50.714>a <00:10:50.900>second <00:10:51.087>question, <00:10:51.273>which <00:10:51.460>is,

257
00:10:51.755 --> 00:10:54.805
<00:10:51.755>what <00:10:51.930>happens <00:10:52.105>if <00:10:52.280>we <00:10:52.455>instead <00:10:52.630>focus <00:10:52.805>improvement <00:10:52.980>anywhere <00:10:53.155>else

258
00:10:54.805 --> 00:10:56.805
<00:10:54.805>in <00:10:55.155>the <00:10:55.505>organization, <00:10:55.854>anywhere <00:10:56.204>else?

259
00:10:58.095 --> 00:11:02.725
<00:10:58.095>But <00:10:58.295>the <00:10:58.495>bottleneck <00:10:58.695>and <00:10:58.895>the <00:10:59.095>answer <00:10:59.295>I <00:10:59.495>tend

260
00:11:02.725 --> 00:11:04.085
<00:11:02.725>to <00:11:02.969>receive <00:11:03.214>at <00:11:03.459>this <00:11:03.704>point <00:11:03.949>is

261
00:11:05.165 --> 00:11:06.375
<00:11:05.165>work <00:11:05.382>will <00:11:05.600>just <00:11:05.818>pile <00:11:06.036>up <00:11:06.254>fast

262
00:11:06.375 --> 00:11:07.455
<00:11:06.375>in <00:11:06.569>front <00:11:06.763>of <00:11:06.958>the <00:11:07.152>development <00:11:07.347>team.

263
00:11:08.095 --> 00:11:11.585
<00:11:08.095>'cause <00:11:08.235>they <00:11:08.375>are <00:11:08.515>the <00:11:08.655>bottleneck <00:11:08.795>and <00:11:08.935>it's <00:11:09.075>their <00:11:09.215>rate, <00:11:09.355>the <00:11:09.495>rate

264
00:11:11.585 --> 00:11:13.305
<00:11:11.585>of <00:11:11.818>the <00:11:12.051>bottleneck <00:11:12.285>that <00:11:12.518>generates <00:11:12.751>that, <00:11:12.985>uh,

265
00:11:13.305 --> 00:11:14.825
<00:11:13.305>dictates <00:11:13.533>the <00:11:13.761>rates <00:11:13.989>at <00:11:14.217>which <00:11:14.445>we <00:11:14.673>generate

266
00:11:14.825 --> 00:11:16.145
<00:11:14.825>revenue <00:11:15.122>across <00:11:15.419>the <00:11:15.716>whole <00:11:16.013>organization.

267
00:11:18.975 --> 00:11:20.915
<00:11:18.975>Uh, <00:11:19.255>for <00:11:19.535>final <00:11:19.815>question, <00:11:20.095>which <00:11:20.375>is

268
00:11:20.915 --> 00:11:22.835
<00:11:20.915>what <00:11:21.115>would <00:11:21.314>happen <00:11:21.515>if <00:11:21.714>we <00:11:21.915>unilaterally <00:11:22.115>cut <00:11:22.314>costs?

269
00:11:22.835 --> 00:11:27.035
<00:11:22.835>What <00:11:22.951>would <00:11:23.068>happen <00:11:23.185>if <00:11:23.301>we <00:11:23.418>cut <00:11:23.535>head <00:11:23.651>counts <00:11:23.768>in <00:11:23.885>all <00:11:24.001>teams <00:11:24.118>by <00:11:24.235>20%?

270
00:11:32.665 --> 00:11:34.565
<00:11:32.665>And <00:11:32.898>this <00:11:33.131>happens <00:11:33.365>in <00:11:33.598>organizations, <00:11:33.831>sorry, <00:11:34.064>uh,

271
00:11:34.675 --> 00:11:38.755
<00:11:34.675>they <00:11:34.875>don't <00:11:35.074>intend <00:11:35.275>to <00:11:35.474>have <00:11:35.675>any <00:11:35.875>negative <00:11:36.074>consequences,

272
00:11:39.015 --> 00:11:42.805
<00:11:39.015>but <00:11:39.295>ultimately <00:11:39.574>we <00:11:39.855>harm <00:11:40.135>the <00:11:40.415>bottleneck.

273
00:11:42.865 --> 00:11:46.245
<00:11:42.865>And <00:11:43.020>in <00:11:43.176>harming <00:11:43.331>the <00:11:43.487>bottleneck, <00:11:43.642>we <00:11:43.798>harm <00:11:43.953>our <00:11:44.109>revenue <00:11:44.265>abilities

274
00:11:46.265 --> 00:11:48.875
<00:11:46.265>to <00:11:46.731>generate <00:11:47.198>revenue, <00:11:47.665>right?

275
00:11:49.055 --> 00:11:51.755
<00:11:49.055>So <00:11:49.182>the <00:11:49.309>rate <00:11:49.436>at <00:11:49.564>which <00:11:49.691>a <00:11:49.818>business <00:11:49.945>can <00:11:50.073>generate <00:11:50.200>money <00:11:50.327>is <00:11:50.454>equal

276
00:11:51.755 --> 00:11:53.530
<00:11:51.755>to <00:11:51.895>the <00:11:52.035>rate <00:11:52.175>of <00:11:52.314>the <00:11:52.455>slowest <00:11:52.595>part <00:11:52.735>of, <00:11:52.875>of <00:11:53.015>the <00:11:53.155>bottleneck.

277
00:11:53.530 --> 00:11:55.605
<00:11:53.530>In <00:11:53.670>this <00:11:53.810>case, <00:11:53.949>it <00:11:54.089>was <00:11:54.230>the <00:11:54.370>development <00:11:54.510>team <00:11:54.650>through <00:11:54.790>no <00:11:54.930>filter,

278
00:11:55.835 --> 00:11:57.365
<00:11:55.835>just <00:11:56.110>how <00:11:56.385>the <00:11:56.661>organization <00:11:56.936>was <00:11:57.212>designed.

279
00:11:58.305 --> 00:12:00.205
<00:11:58.305>And <00:11:58.538>if <00:11:58.771>our <00:11:59.005>priority <00:11:59.238>is <00:11:59.471>improving <00:11:59.704>revenue,

280
00:12:01.255 --> 00:12:02.625
<00:12:01.255>then <00:12:01.460>we <00:12:01.665>now <00:12:01.871>have <00:12:02.077>a <00:12:02.282>clear <00:12:02.488>focus.

281
00:12:02.645 --> 00:12:05.665
<00:12:02.645>The <00:12:02.819>bottleneck <00:12:02.995>improvement <00:12:03.170>anywhere <00:12:03.345>else <00:12:03.520>is <00:12:03.694>you <00:12:03.870>have, <00:12:04.045>uh,

282
00:12:06.345 --> 00:12:09.035
<00:12:06.345>probably <00:12:06.545>deduced <00:12:06.745>faster <00:12:06.945>than <00:12:07.145>I <00:12:07.345>have <00:12:07.545>is <00:12:07.745>waste

283
00:12:11.295 --> 00:12:13.905
<00:12:11.295>improvement <00:12:11.469>Anywhere <00:12:11.645>else <00:12:11.819>is <00:12:11.995>waste, <00:12:12.170>waste <00:12:12.344>of <00:12:12.520>time, <00:12:12.694>waste

284
00:12:13.925 --> 00:12:16.265
<00:12:13.925>of <00:12:14.625>effort, <00:12:15.324>right?

285
00:12:16.645 --> 00:12:18.145
<00:12:16.645>So <00:12:16.870>let's <00:12:17.095>talk <00:12:17.319>about <00:12:17.545>improving <00:12:17.770>delta <00:12:17.995>X.

286
00:12:20.115 --> 00:12:21.935
<00:12:20.115>So <00:12:20.465>we <00:12:20.815>of <00:12:21.165>course <00:12:21.515>want

287
00:12:21.935 --> 00:12:23.895
<00:12:21.935>to <00:12:22.074>increase <00:12:22.214>the <00:12:22.354>rate <00:12:22.494>at <00:12:22.635>which <00:12:22.775>we <00:12:22.915>complete <00:12:23.055>work <00:12:23.194>in <00:12:23.334>any

288
00:12:23.975 --> 00:12:26.135
<00:12:23.975>organization, <00:12:25.375>but

289
00:12:26.155 --> 00:12:28.695
<00:12:26.155>as <00:12:26.295>we <00:12:26.435>all <00:12:26.574>know <00:12:26.714>from <00:12:26.855>the <00:12:26.995>organizations <00:12:27.135>we <00:12:27.275>are <00:12:27.415>part <00:12:27.555>of

290
00:12:28.695 --> 00:12:32.435
<00:12:28.695>or <00:12:28.850>we <00:12:29.006>have <00:12:29.161>been <00:12:29.317>part <00:12:29.472>of <00:12:29.628>obstacles <00:12:29.783>slow <00:12:29.939>us <00:12:30.095>down,

291
00:12:32.435 --> 00:12:33.995
<00:12:32.435>like <00:12:32.609>get <00:12:32.785>in <00:12:32.959>the <00:12:33.135>way, <00:12:33.310>it <00:12:33.484>makes <00:12:33.660>it <00:12:33.834>no

292
00:12:34.115 --> 00:12:35.155
<00:12:34.115>longer <00:12:34.349>a <00:12:34.583>straight <00:12:34.817>line <00:12:35.050>process.

293
00:12:35.415 --> 00:12:36.555
<00:12:35.415>We <00:12:35.620>have <00:12:35.825>to <00:12:36.030>navigate <00:12:36.235>all <00:12:36.440>these

294
00:12:36.755 --> 00:12:37.835
<00:12:36.755>obstacles <00:12:36.949>just <00:12:37.143>to <00:12:37.338>get <00:12:37.532>work <00:12:37.727>done.

295
00:12:39.485 --> 00:12:41.985
<00:12:39.485>But <00:12:39.685>there's <00:12:39.885>two <00:12:40.085>really <00:12:40.285>interesting <00:12:40.485>things <00:12:40.685>about <00:12:40.885>obstacles.

296
00:12:42.705 --> 00:12:44.285
<00:12:42.705>The <00:12:42.985>first <00:12:43.265>thing <00:12:43.545>is <00:12:43.825>that <00:12:44.105>obstacles

297
00:12:44.285 --> 00:12:45.365
<00:12:44.285>tend <00:12:44.528>to <00:12:44.771>come <00:12:45.014>from <00:12:45.257>elsewhere.

298
00:12:45.995 --> 00:12:47.655
<00:12:45.995>So <00:12:46.170>the <00:12:46.345>obstacles <00:12:46.520>that <00:12:46.695>I <00:12:46.870>face <00:12:47.045>in <00:12:47.220>my <00:12:47.395>team,

299
00:12:49.895 --> 00:12:52.745
<00:12:49.895>what <00:12:50.050>ultimately <00:12:50.206>causes <00:12:50.361>them <00:12:50.517>can't <00:12:50.672>be, <00:12:50.828>they <00:12:50.983>can't <00:12:51.139>be <00:12:51.295>caused

300
00:12:52.745 --> 00:12:53.865
<00:12:52.745>by <00:12:52.913>something <00:12:53.081>in <00:12:53.249>my <00:12:53.417>team <00:12:53.585>if <00:12:53.753>they

301
00:12:53.865 --> 00:12:55.025
<00:12:53.865>were <00:12:54.039>caused <00:12:54.213>by <00:12:54.387>something <00:12:54.561>in <00:12:54.735>my <00:12:54.909>team.

302
00:12:55.305 --> 00:12:56.505
<00:12:55.305>I <00:12:55.521>work <00:12:55.737>with <00:12:55.953>very <00:12:56.169>smart <00:12:56.385>people

303
00:12:57.085 --> 00:13:00.865
<00:12:57.085>and <00:12:57.240>they <00:12:57.396>would've <00:12:57.551>been <00:12:57.707>able <00:12:57.862>to, <00:12:58.018>uh, <00:12:58.173>remove <00:12:58.329>those <00:12:58.485>obstacles.

304
00:13:01.745 --> 00:13:04.365
<00:13:01.745>So <00:13:01.861>all <00:13:01.978>that <00:13:02.095>means <00:13:02.211>is <00:13:02.328>that <00:13:02.445>any <00:13:02.561>obstacle <00:13:02.678>in <00:13:02.795>my <00:13:02.911>team <00:13:03.028>must <00:13:03.145>be

305
00:13:04.365 --> 00:13:06.805
<00:13:04.365>caused <00:13:04.565>by <00:13:04.765>something <00:13:04.965>outside <00:13:05.165>of <00:13:05.365>our <00:13:05.565>control, <00:13:05.765>outside

306
00:13:06.805 --> 00:13:08.645
<00:13:06.805>of <00:13:07.038>our <00:13:07.271>influence, <00:13:07.505>something <00:13:07.738>deeper <00:13:07.971>in, <00:13:08.204>in,

307
00:13:08.645 --> 00:13:10.645
<00:13:08.645>in <00:13:08.925>the <00:13:09.204>organization <00:13:09.485>that <00:13:09.765>we <00:13:10.045>can't,

308
00:13:11.025 --> 00:13:12.325
<00:13:11.025>we <00:13:11.415>can't <00:13:11.805>affect <00:13:12.195>ourselves.

309
00:13:13.985 --> 00:13:16.525
<00:13:13.985>So <00:13:14.160>organ, <00:13:14.335>uh, <00:13:14.510>obstacles <00:13:14.685>tend <00:13:14.860>to <00:13:15.035>come <00:13:15.210>from <00:13:15.385>elsewhere.

310
00:13:16.665 --> 00:13:18.965
<00:13:16.665>If <00:13:16.839>they <00:13:17.015>didn't, <00:13:17.189>we <00:13:17.365>would've <00:13:17.540>removed <00:13:17.714>them <00:13:17.890>by <00:13:18.064>now.

311
00:13:20.985 --> 00:13:23.645
<00:13:20.985>Secondly, <00:13:21.451>many <00:13:21.918>obstacles <00:13:22.385>tend

312
00:13:23.645 --> 00:13:25.285
<00:13:23.645>to <00:13:23.878>have <00:13:24.111>a <00:13:24.345>few <00:13:24.578>common <00:13:24.811>underly <00:13:25.045>causes.

313
00:13:25.285 --> 00:13:27.005
<00:13:25.285>And <00:13:25.412>what <00:13:25.539>I <00:13:25.666>mean <00:13:25.794>by <00:13:25.921>that <00:13:26.048>is <00:13:26.175>the <00:13:26.303>obstacles <00:13:26.430>that <00:13:26.557>I <00:13:26.685>tend

314
00:13:27.005 --> 00:13:29.525
<00:13:27.005>to <00:13:27.180>face <00:13:27.355>in <00:13:27.530>my <00:13:27.705>team <00:13:27.880>tend <00:13:28.055>to <00:13:28.230>be <00:13:28.405>similar

315
00:13:29.545 --> 00:13:31.605
<00:13:29.545>to <00:13:29.778>the <00:13:30.011>obstacles <00:13:30.245>faced <00:13:30.478>by <00:13:30.711>neighboring <00:13:30.944>teams.

316
00:13:33.345 --> 00:13:36.005
<00:13:33.345>Um, <00:13:33.500>they <00:13:33.656>tend <00:13:33.811>to <00:13:33.967>have, <00:13:34.122>sorry, <00:13:34.278>let <00:13:34.433>me <00:13:34.589>rephrase <00:13:34.745>that.

317
00:13:36.705 --> 00:13:38.965
<00:13:36.705>The, <00:13:36.905>the <00:13:37.105>obstacles <00:13:37.305>I <00:13:37.505>face <00:13:37.705>in <00:13:37.905>my <00:13:38.105>team

318
00:13:39.265 --> 00:13:40.325
<00:13:39.265>and <00:13:39.742>the <00:13:40.219>obstacles

319
00:13:40.325 --> 00:13:42.645
<00:13:40.325>that <00:13:40.525>my <00:13:40.725>colleagues <00:13:40.925>face <00:13:41.125>in <00:13:41.325>their <00:13:41.525>teams <00:13:41.725>tend

320
00:13:42.645 --> 00:13:44.165
<00:13:42.645>to <00:13:42.918>have <00:13:43.192>the <00:13:43.465>same <00:13:43.739>underlying <00:13:44.012>cause.

321
00:13:45.155 --> 00:13:47.895
<00:13:45.155>And <00:13:45.282>it's <00:13:45.409>similar <00:13:45.536>to <00:13:45.664>when <00:13:45.791>you <00:13:45.918>go <00:13:46.045>to <00:13:46.173>a <00:13:46.300>doctor, <00:13:46.427>for <00:13:46.555>example,

322
00:13:48.535 --> 00:13:50.855
<00:13:48.535>I <00:13:48.651>hope <00:13:48.768>when <00:13:48.885>you <00:13:49.001>go <00:13:49.118>to <00:13:49.235>a <00:13:49.351>doctor, <00:13:49.468>you <00:13:49.584>may <00:13:49.701>have <00:13:49.818>many <00:13:49.935>symptoms,

323
00:13:51.275 --> 00:13:55.655
<00:13:51.275>but <00:13:51.475>those <00:13:51.675>symptoms, <00:13:51.875>despite <00:13:52.074>being, <00:13:52.275>uh, <00:13:52.475>plenti <00:13:52.675>of,

324
00:13:56.085 --> 00:13:57.855
<00:13:56.085>they <00:13:56.285>tend <00:13:56.485>to <00:13:56.685>have <00:13:56.885>the <00:13:57.085>same <00:13:57.285>underlying <00:13:57.485>cause.

325
00:13:59.565 --> 00:14:01.865
<00:13:59.565>And <00:13:59.765>so <00:13:59.965>when <00:14:00.165>the <00:14:00.365>doctor <00:14:00.565>helps <00:14:00.765>you, <00:14:00.965>they

326
00:14:02.395 --> 00:14:04.465
<00:14:02.395>understand <00:14:02.675>the <00:14:02.954>underlying <00:14:03.235>cause, <00:14:03.515>the <00:14:03.795>ailment,

327
00:14:05.165 --> 00:14:06.985
<00:14:05.165>and <00:14:05.398>they <00:14:05.631>focus <00:14:05.865>the <00:14:06.098>efforts <00:14:06.331>on <00:14:06.564>ailment.

328
00:14:07.365 --> 00:14:08.705
<00:14:07.365>And <00:14:07.666>it's <00:14:07.968>similar <00:14:08.269>in <00:14:08.571>organizations.

329
00:14:09.495 --> 00:14:12.065
<00:14:09.495>Many <00:14:09.695>teams <00:14:09.895>may <00:14:10.095>have <00:14:10.295>many <00:14:10.495>obstacles, <00:14:10.695>they <00:14:10.895>tend

330
00:14:12.065 --> 00:14:15.705
<00:14:12.065>to <00:14:12.192>have <00:14:12.319>the <00:14:12.446>same <00:14:12.574>or, <00:14:12.701>uh, <00:14:12.828>same <00:14:12.955>one <00:14:13.083>or <00:14:13.210>few <00:14:13.337>underlying <00:14:13.465>courses.

331
00:14:16.445 --> 00:14:18.385
<00:14:16.445>And <00:14:16.645>that's <00:14:16.845>great <00:14:17.045>because <00:14:17.245>what <00:14:17.445>that <00:14:17.645>means <00:14:17.845>is

332
00:14:18.385 --> 00:14:21.145
<00:14:18.385>that <00:14:18.512>if <00:14:18.639>we <00:14:18.766>can <00:14:18.894>find <00:14:19.021>and <00:14:19.148>focus <00:14:19.275>our <00:14:19.403>efforts <00:14:19.530>on <00:14:19.657>those <00:14:19.785>common

333
00:14:21.145 --> 00:14:23.665
<00:14:21.145>underlying <00:14:21.378>causes <00:14:21.611>of <00:14:21.845>many <00:14:22.078>obstacles <00:14:22.311>is <00:14:22.545>like

334
00:14:23.805 --> 00:14:25.065
<00:14:23.805>buy <00:14:24.088>one, <00:14:24.372>get <00:14:24.655>10 <00:14:24.939>free.

335
00:14:25.645 --> 00:14:28.385
<00:14:25.645>We <00:14:25.800>can <00:14:25.956>remove, <00:14:26.111>we <00:14:26.267>can <00:14:26.422>focus <00:14:26.578>on <00:14:26.733>our <00:14:26.889>efforts <00:14:27.045>on

336
00:14:28.785 --> 00:14:29.825
<00:14:28.785>removing <00:14:29.097>one <00:14:29.409>underlying <00:14:29.721>cause.

337
00:14:29.845 --> 00:14:31.225
<00:14:29.845>And <00:14:30.093>in <00:14:30.341>doing <00:14:30.590>so, <00:14:30.838>we <00:14:31.087>create,

338
00:14:31.365 --> 00:14:33.625
<00:14:31.365>create <00:14:31.645>widespread <00:14:31.925>relief <00:14:32.205>for <00:14:32.485>many <00:14:32.765>teams.

339
00:14:36.365 --> 00:14:38.705
<00:14:36.365>So <00:14:36.520>we <00:14:36.676>get <00:14:36.831>leverage. <00:14:36.987>So <00:14:37.142>an <00:14:37.298>obstacle <00:14:37.453>in <00:14:37.609>one <00:14:37.765>part

340
00:14:38.705 --> 00:14:41.145
<00:14:38.705>of <00:14:38.880>the <00:14:39.055>organization <00:14:39.230>is <00:14:39.405>often <00:14:39.580>caused <00:14:39.755>by <00:14:39.930>something <00:14:40.105>elsewhere.

341
00:14:41.365 --> 00:14:43.185
<00:14:41.365>If <00:14:41.540>it <00:14:41.715>wasn't, <00:14:41.890>we <00:14:42.065>would've <00:14:42.240>solved <00:14:42.415>it <00:14:42.590>by <00:14:42.765>now.

342
00:14:43.185 --> 00:14:46.635
<00:14:43.185>People <00:14:43.418>are <00:14:43.651>smart <00:14:43.885>and <00:14:44.118>many <00:14:44.351>obstacles <00:14:44.584>tend

343
00:14:46.635 --> 00:14:48.155
<00:14:46.635>to <00:14:46.830>come <00:14:47.025>from <00:14:47.221>just <00:14:47.416>a <00:14:47.612>few <00:14:47.807>underlying <00:14:48.002>causes,

344
00:14:48.155 --> 00:14:50.875
<00:14:48.155>much <00:14:48.295>like <00:14:48.435>when <00:14:48.574>you <00:14:48.714>go <00:14:48.855>to <00:14:48.995>the <00:14:49.135>gp, <00:14:49.275>many <00:14:49.415>symptoms, <00:14:49.555>but,

345
00:14:50.905 --> 00:14:52.645
<00:14:50.905>but <00:14:51.185>just <00:14:51.464>a <00:14:51.745>few <00:14:52.025>underlying <00:14:52.305>causes

346
00:14:55.345 --> 00:14:57.525
<00:14:55.345>and <00:14:55.545>maybe <00:14:55.745>a <00:14:55.945>distant <00:14:56.145>policy, <00:14:56.345>a <00:14:56.545>distant <00:14:56.745>process,

347
00:14:58.385 --> 00:14:59.405
<00:14:58.385>um, <00:14:58.691>something <00:14:58.997>like <00:14:59.303>that.

348
00:15:00.525 --> 00:15:02.505
<00:15:00.525>And <00:15:00.680>what <00:15:00.836>that <00:15:00.991>means <00:15:01.147>is <00:15:01.302>that <00:15:01.458>if <00:15:01.613>we <00:15:01.769>can <00:15:01.925>find

349
00:15:02.505 --> 00:15:05.825
<00:15:02.505>and <00:15:02.660>tackle <00:15:02.816>the <00:15:02.971>few <00:15:03.127>underlying <00:15:03.282>causes <00:15:03.438>of <00:15:03.593>the <00:15:03.749>many <00:15:03.905>obstacles,

350
00:15:05.825 --> 00:15:06.945
<00:15:05.825>we <00:15:06.077>can <00:15:06.329>create <00:15:06.581>widespread <00:15:06.833>relief,

351
00:15:06.945 --> 00:15:08.985
<00:15:06.945>we <00:15:07.120>can <00:15:07.295>di <00:15:07.470>dissolve <00:15:07.645>many <00:15:07.820>obstacles <00:15:07.995>with <00:15:08.170>many <00:15:08.345>teams

352
00:15:09.015 --> 00:15:10.305
<00:15:09.015>with <00:15:09.401>much <00:15:09.789>less <00:15:10.175>effort.

353
00:15:10.605 --> 00:15:12.185
<00:15:10.605>And <00:15:10.838>if <00:15:11.071>we <00:15:11.305>focus <00:15:11.538>on <00:15:11.771>each <00:15:12.005>one,

354
00:15:12.455 --> 00:15:15.755
<00:15:12.455>each <00:15:12.921>al <00:15:13.388>individual, <00:15:13.855>right?

355
00:15:16.845 --> 00:15:20.535
<00:15:16.845>So <00:15:17.045>whilst <00:15:17.245>we've <00:15:17.445>been <00:15:17.645>talking <00:15:17.845>incom, <00:15:18.045>the <00:15:18.245>directors

356
00:15:20.535 --> 00:15:21.815
<00:15:20.535>of <00:15:20.727>Incom <00:15:20.919>got <00:15:21.111>together <00:15:21.303>in <00:15:21.495>another <00:15:21.687>room

357
00:15:21.915 --> 00:15:23.295
<00:15:21.915>and <00:15:22.092>they <00:15:22.269>were <00:15:22.447>like, <00:15:22.624>oh, <00:15:22.802>that, <00:15:22.979>that <00:15:23.156>Simon

358
00:15:23.395 --> 00:15:24.735
<00:15:23.395>guy, <00:15:23.636>he's <00:15:23.877>kind <00:15:24.118>of <00:15:24.359>funny <00:15:24.601>looking.

359
00:15:24.735 --> 00:15:26.095
<00:15:24.735>He <00:15:24.888>needs <00:15:25.041>a <00:15:25.194>bit <00:15:25.347>of <00:15:25.500>shave, <00:15:25.653>he's <00:15:25.806>got <00:15:25.959>funny

360
00:15:26.095 --> 00:15:27.135
<00:15:26.095>hair, <00:15:26.282>but <00:15:26.469>he's <00:15:26.656>got <00:15:26.843>a <00:15:27.031>point.

361
00:15:27.475 --> 00:15:30.055
<00:15:27.475>We, <00:15:27.708>we <00:15:27.941>do <00:15:28.175>believe <00:15:28.408>that <00:15:28.641>development <00:15:28.875>team

362
00:15:30.995 --> 00:15:32.975
<00:15:30.995>is <00:15:31.345>the <00:15:31.695>bottleneck <00:15:32.045>in <00:15:32.395>our

363
00:15:32.975 --> 00:15:34.335
<00:15:32.975>organization <00:15:33.179>through <00:15:33.383>their <00:15:33.587>fault <00:15:33.791>of <00:15:33.995>their <00:15:34.199>own.

364
00:15:35.035 --> 00:15:36.895
<00:15:35.035>And <00:15:35.268>we've <00:15:35.501>started <00:15:35.735>to <00:15:35.968>see <00:15:36.201>some <00:15:36.435>obstacles

365
00:15:36.895 --> 00:15:38.015
<00:15:36.895>in <00:15:37.096>and <00:15:37.298>around <00:15:37.499>the <00:15:37.701>development <00:15:37.903>team.

366
00:15:38.115 --> 00:15:40.295
<00:15:38.115>We <00:15:38.315>started <00:15:38.515>to <00:15:38.715>see <00:15:38.915>the <00:15:39.115>projects <00:15:39.315>progressing <00:15:39.515>slowly,

367
00:15:40.495 --> 00:15:42.775
<00:15:40.495>particularly <00:15:40.695>as <00:15:40.895>it <00:15:41.095>goes <00:15:41.295>through <00:15:41.495>the <00:15:41.695>development <00:15:41.895>team.

368
00:15:43.275 --> 00:15:44.975
<00:15:43.275>Our <00:15:43.555>staff, <00:15:43.834>particularly <00:15:44.115>developers <00:15:44.395>are <00:15:44.675>quitting

369
00:15:45.675 --> 00:15:47.175
<00:15:45.675>and <00:15:45.944>our <00:15:46.214>customers <00:15:46.484>are <00:15:46.755>going <00:15:47.025>elsewhere.

370
00:15:47.175 --> 00:15:48.295
<00:15:47.175>They're <00:15:47.426>going <00:15:47.679>to <00:15:47.930>our <00:15:48.183>competitors.

371
00:15:49.315 --> 00:15:50.895
<00:15:49.315>And <00:15:49.470>so <00:15:49.626>we've <00:15:49.781>added <00:15:49.937>a <00:15:50.092>little <00:15:50.248>bit <00:15:50.403>of <00:15:50.559>a <00:15:50.715>think.

372
00:15:51.395 --> 00:15:53.615
<00:15:51.395>And <00:15:51.522>what <00:15:51.649>we'd <00:15:51.776>like <00:15:51.904>to <00:15:52.031>do <00:15:52.158>is <00:15:52.285>we'd <00:15:52.413>like <00:15:52.540>to <00:15:52.667>introduce <00:15:52.795>Agile

373
00:15:53.635 --> 00:15:55.655
<00:15:53.635>to <00:15:53.868>shorten <00:15:54.101>feedback <00:15:54.335>loops <00:15:54.568>with <00:15:54.801>our <00:15:55.035>customer.

374
00:15:56.555 --> 00:15:59.175
<00:15:56.555>And <00:15:56.710>the <00:15:56.866>question <00:15:57.021>they <00:15:57.177>they <00:15:57.332>have <00:15:57.488>for <00:15:57.643>us, <00:15:57.799>for <00:15:57.954>you

375
00:15:59.985 --> 00:16:02.165
<00:15:59.985>and <00:16:00.160>for <00:16:00.335>me <00:16:00.510>is, <00:16:00.685>is <00:16:00.860>this <00:16:01.035>a <00:16:01.210>good <00:16:01.385>solution?

376
00:16:02.345 --> 00:16:04.945
<00:16:02.345>Is <00:16:02.545>agile <00:16:02.745>the <00:16:02.945>right <00:16:03.145>solution <00:16:03.345>in <00:16:03.545>this <00:16:03.745>case

377
00:16:08.485 --> 00:16:12.095
<00:16:08.485>pausing <00:16:08.601>to <00:16:08.718>give <00:16:08.835>you <00:16:08.951>a <00:16:09.068>little <00:16:09.185>bit <00:16:09.301>of <00:16:09.418>time <00:16:09.535>to <00:16:09.651>think <00:16:09.768>what <00:16:09.885>you

378
00:16:14.225 --> 00:16:16.855
<00:16:14.225>think <00:16:14.425>about <00:16:14.625>what <00:16:14.825>you, <00:16:15.025>what <00:16:15.225>that <00:16:15.425>suggestion <00:16:15.625>means

379
00:16:17.155 --> 00:16:18.335
<00:16:17.155>and <00:16:17.367>whether <00:16:17.579>it's <00:16:17.792>a <00:16:18.004>good <00:16:18.217>solution.

380
00:16:19.975 --> 00:16:23.635
<00:16:19.975>But <00:16:20.115>the <00:16:20.255>answer <00:16:20.395>I <00:16:20.535>always <00:16:20.675>give, <00:16:20.815>I <00:16:20.955>mean <00:16:21.095>I'm <00:16:21.235>a <00:16:21.375>consultant,

381
00:16:24.255 --> 00:16:25.995
<00:16:24.255>is <00:16:24.721>it <00:16:25.188>depends, <00:16:25.655>right?

382
00:16:26.575 --> 00:16:29.675
<00:16:26.575>There's <00:16:26.730>so <00:16:26.886>much <00:16:27.041>here <00:16:27.197>that <00:16:27.352>we, <00:16:27.508>we <00:16:27.663>we <00:16:27.819>can't <00:16:27.975>see.

383
00:16:32.605 --> 00:16:34.065
<00:16:32.605>And <00:16:32.824>Russell <00:16:33.043>Ako <00:16:33.262>puts <00:16:33.481>it <00:16:33.700>really <00:16:33.919>well.

384
00:16:34.485 --> 00:16:37.905
<00:16:34.485>He <00:16:34.640>says <00:16:34.796>The <00:16:34.951>more <00:16:35.107>of <00:16:35.262>the <00:16:35.418>context <00:16:35.573>of <00:16:35.729>a <00:16:35.885>problem

385
00:16:37.905 --> 00:16:40.705
<00:16:37.905>that <00:16:38.060>a <00:16:38.216>scientist <00:16:38.371>can <00:16:38.527>comprehend, <00:16:38.682>the <00:16:38.838>greater <00:16:38.993>are <00:16:39.149>his <00:16:39.305>chances

386
00:16:40.705 --> 00:16:42.185
<00:16:40.705>of <00:16:40.971>finding <00:16:41.237>a <00:16:41.504>truly <00:16:41.770>adequate <00:16:42.036>solution.

387
00:16:42.205 --> 00:16:43.705
<00:16:42.205>And <00:16:42.475>in <00:16:42.745>this <00:16:43.015>case, <00:16:43.285>the <00:16:43.555>context

388
00:16:43.805 --> 00:16:46.225
<00:16:43.805>of <00:16:43.944>the <00:16:44.084>problem <00:16:44.224>is <00:16:44.364>income <00:16:44.505>is <00:16:44.645>the <00:16:44.785>organization <00:16:44.925>as <00:16:45.064>a <00:16:45.204>whole.

389
00:16:46.925 --> 00:16:50.025
<00:16:46.925>And <00:16:47.099>the <00:16:47.275>difficulty <00:16:47.449>is <00:16:47.625>that <00:16:47.800>organizations <00:16:47.974>can <00:16:48.150>feel <00:16:48.324>complex.

390
00:16:50.785 --> 00:16:52.835
<00:16:50.785>It's <00:16:51.064>really <00:16:51.344>hard <00:16:51.625>to <00:16:51.905>understand <00:16:52.185>them

391
00:16:52.835 --> 00:16:55.115
<00:16:52.835>and <00:16:53.010>understand <00:16:53.185>if <00:16:53.360>any <00:16:53.535>action <00:16:53.710>that <00:16:53.885>we <00:16:54.060>are <00:16:54.235>thinking

392
00:16:55.115 --> 00:16:58.075
<00:16:55.115>of <00:16:55.255>taking <00:16:55.395>is <00:16:55.535>gonna <00:16:55.675>be <00:16:55.815>a <00:16:55.955>helpful <00:16:56.095>one <00:16:56.235>or <00:16:56.375>a <00:16:56.515>hindrance.

393
00:16:59.395 --> 00:17:01.815
<00:16:59.395>And <00:16:59.569>that's <00:16:59.745>when <00:16:59.920>Steve <00:17:00.095>tendon <00:17:00.270>really <00:17:00.444>nicely <00:17:00.620>steps <00:17:00.795>in

394
00:17:02.345 --> 00:17:04.245
<00:17:02.345>Steve <00:17:02.811>Tendon <00:17:03.278>says, <00:17:03.745>um,

395
00:17:05.415 --> 00:17:08.495
<00:17:05.415>businesses <00:17:05.589>can't <00:17:05.764>really <00:17:05.940>be <00:17:06.115>complex <00:17:06.290>'cause <00:17:06.464>we <00:17:06.639>created <00:17:06.815>them.

396
00:17:09.315 --> 00:17:12.415
<00:17:09.315>Um, <00:17:09.431>if, <00:17:09.548>if <00:17:09.665>a, <00:17:09.781>if <00:17:09.898>a, <00:17:10.015>if <00:17:10.131>a <00:17:10.248>business <00:17:10.365>seems <00:17:10.481>complex, <00:17:10.598>it's <00:17:10.715>just

397
00:17:12.495 --> 00:17:13.775
<00:17:12.494>'cause <00:17:12.725>we <00:17:12.955>haven't <00:17:13.186>joined <00:17:13.416>the <00:17:13.647>dots.

398
00:17:14.555 --> 00:17:17.135
<00:17:14.555>And <00:17:14.730>cause <00:17:14.905>and <00:17:15.080>effect <00:17:15.255>thinking <00:17:15.430>can <00:17:15.605>help <00:17:15.780>us <00:17:15.955>understand

399
00:17:18.405 --> 00:17:22.195
<00:17:18.405>the <00:17:18.638>inherent <00:17:18.871>simplicity <00:17:19.105>behind <00:17:19.338>what <00:17:19.571>seems <00:17:19.805>complex.

400
00:17:23.365 --> 00:17:26.025
<00:17:23.365>And <00:17:23.505>that's <00:17:23.645>what <00:17:23.785>I <00:17:23.925>wanted <00:17:24.065>you <00:17:24.204>to <00:17:24.345>introduce <00:17:24.484>you <00:17:24.625>to <00:17:24.765>today.

401
00:17:26.655 --> 00:17:28.225
<00:17:26.655>I'll <00:17:26.888>use <00:17:27.121>cause <00:17:27.355>and <00:17:27.588>effect <00:17:27.821>thinking <00:17:28.055>at

402
00:17:28.405 --> 00:17:32.345
<00:17:28.405>and <00:17:28.545>show <00:17:28.685>you <00:17:28.825>how <00:17:28.965>we <00:17:29.105>use <00:17:29.245>the <00:17:29.385>income, <00:17:29.524>um, <00:17:29.665>to <00:17:29.805>try

403
00:17:32.345 --> 00:17:34.105
<00:17:32.345>and <00:17:32.545>answer <00:17:32.745>that <00:17:32.945>question <00:17:33.145>as <00:17:33.345>to <00:17:33.545>whether <00:17:33.745>agile

404
00:17:34.405 --> 00:17:35.625
<00:17:34.405>is <00:17:34.588>the <00:17:34.771>right <00:17:34.954>tool <00:17:35.137>for <00:17:35.320>the <00:17:35.503>job.

405
00:17:36.995 --> 00:17:39.975
<00:17:36.995>So <00:17:37.135>let's <00:17:37.274>jump <00:17:37.415>in. <00:17:37.554>So <00:17:37.695>I'm <00:17:37.834>gonna <00:17:37.975>use <00:17:38.114>a <00:17:38.254>particularly <00:17:38.395>a

406
00:17:39.975 --> 00:17:43.055
<00:17:39.975>particular <00:17:40.208>cause <00:17:40.441>and <00:17:40.675>effect <00:17:40.908>way <00:17:41.141>of <00:17:41.375>diagramming

407
00:17:43.075 --> 00:17:44.175
<00:17:43.075>or <00:17:43.570>thinking, <00:17:44.065>uh,

408
00:17:44.185 --> 00:17:48.475
<00:17:44.185>which <00:17:44.340>is <00:17:44.496>a <00:17:44.651>current <00:17:44.807>reality <00:17:44.962>tree <00:17:45.118>from <00:17:45.273>the <00:17:45.429>Europe <00:17:45.585>constraints.

409
00:17:48.775 --> 00:17:52.525
<00:17:48.775>Um, <00:17:48.891>at <00:17:49.008>the <00:17:49.125>very <00:17:49.241>end, <00:17:49.358>uh, <00:17:49.475>some <00:17:49.591>links <00:17:49.708>to <00:17:49.825>give <00:17:49.941>you <00:17:50.058>some <00:17:50.175>ideas

410
00:17:52.545 --> 00:17:53.805
<00:17:52.545>of <00:17:52.771>where <00:17:52.998>you <00:17:53.225>can <00:17:53.452>learn <00:17:53.679>more.

411
00:17:53.805 --> 00:17:57.685
<00:17:53.805>These, <00:17:53.932>this, <00:17:54.059>it's <00:17:54.186>not <00:17:54.314>my <00:17:54.441>idea, <00:17:54.568>it's <00:17:54.695>uh, <00:17:54.823>the <00:17:54.950>idea <00:17:55.077>on <00:17:55.205>much,

412
00:17:57.685 --> 00:18:00.125
<00:17:57.685>much <00:17:57.918>smarter <00:17:58.151>than <00:17:58.385>me, <00:17:58.618>but <00:17:58.851>so <00:17:59.085>simple.

413
00:18:00.265 --> 00:18:01.925
<00:18:00.265>That's <00:18:00.465>why <00:18:00.665>I <00:18:00.865>use <00:18:01.065>it. <00:18:01.265>So <00:18:01.465>the <00:18:01.665>way

414
00:18:01.925 --> 00:18:04.245
<00:18:01.925>to <00:18:02.080>read <00:18:02.236>a <00:18:02.391>current <00:18:02.547>reality <00:18:02.702>tree <00:18:02.858>is <00:18:03.013>an <00:18:03.169>if <00:18:03.325>then

415
00:18:04.705 --> 00:18:06.045
<00:18:04.705>is <00:18:05.006>represented <00:18:05.308>within <00:18:05.609>an <00:18:05.911>arrow.

416
00:18:06.225 --> 00:18:07.925
<00:18:06.225>So <00:18:06.425>if <00:18:06.625>the <00:18:06.824>lamp <00:18:07.024>is <00:18:07.225>not <00:18:07.425>plugged <00:18:07.625>in,

417
00:18:08.315 --> 00:18:09.685
<00:18:08.315>then <00:18:08.520>the <00:18:08.726>lamp <00:18:08.931>will <00:18:09.137>not <00:18:09.342>turn <00:18:09.548>on

418
00:18:09.945 --> 00:18:12.045
<00:18:09.945>and <00:18:10.085>the <00:18:10.225>circle <00:18:10.365>is <00:18:10.504>an <00:18:10.645>end <00:18:10.784>course <00:18:10.925>if <00:18:11.064>it <00:18:11.205>is <00:18:11.345>raining,

419
00:18:12.065 --> 00:18:14.285
<00:18:12.065>and <00:18:12.265>if <00:18:12.465>I'm <00:18:12.665>outside <00:18:12.865>then <00:18:13.065>I'll <00:18:13.265>get <00:18:13.465>wet.

420
00:18:15.275 --> 00:18:17.325
<00:18:15.275>Alright, <00:18:15.430>so <00:18:15.586>dead <00:18:15.741>import, <00:18:15.897>but <00:18:16.052>I'll <00:18:16.208>walk <00:18:16.363>you <00:18:16.519>through <00:18:16.675>this.

421
00:18:17.825 --> 00:18:19.685
<00:18:17.825>So <00:18:18.025>these <00:18:18.225>were <00:18:18.425>the <00:18:18.625>obstacles <00:18:18.825>that <00:18:19.025>were <00:18:19.225>mentioned

422
00:18:19.865 --> 00:18:21.485
<00:18:19.865>by <00:18:20.215>the <00:18:20.565>directors <00:18:20.915>of <00:18:21.265>Incom.

423
00:18:21.715 --> 00:18:22.925
<00:18:21.715>They <00:18:21.987>said <00:18:22.259>staff <00:18:22.531>are <00:18:22.803>quitting,

424
00:18:23.285 --> 00:18:24.245
<00:18:23.285>projects <00:18:23.717>are <00:18:24.149>progressing

425
00:18:24.245 --> 00:18:25.925
<00:18:24.245>slowly, <00:18:24.594>customers <00:18:24.945>are <00:18:25.294>going <00:18:25.645>elsewhere.

426
00:18:26.195 --> 00:18:28.565
<00:18:26.195>There's <00:18:26.335>one <00:18:26.475>other <00:18:26.615>that <00:18:26.754>I <00:18:26.895>didn't <00:18:27.034>mention <00:18:27.175>that <00:18:27.314>I'm <00:18:27.455>aware <00:18:27.595>of,

427
00:18:28.565 --> 00:18:30.085
<00:18:28.565>which <00:18:28.838>is <00:18:29.112>that <00:18:29.385>margins <00:18:29.659>are <00:18:29.933>reducing.

428
00:18:31.525 --> 00:18:34.385
<00:18:31.525>The <00:18:31.641>thing <00:18:31.758>is <00:18:31.875>that <00:18:31.991>if <00:18:32.108>we <00:18:32.225>just <00:18:32.341>look <00:18:32.458>at <00:18:32.575>these <00:18:32.691>four <00:18:32.808>obstacles <00:18:32.925>in

429
00:18:34.385 --> 00:18:35.465
<00:18:34.385>isolation, <00:18:34.628>we <00:18:34.870>can <00:18:35.114>already <00:18:35.357>start

430
00:18:35.465 --> 00:18:37.025
<00:18:35.465>to <00:18:35.698>see <00:18:35.931>some <00:18:36.165>cause <00:18:36.398>and <00:18:36.631>effect <00:18:36.865>relationships.

431
00:18:38.815 --> 00:18:40.635
<00:18:38.815>If <00:18:39.095>customers <00:18:39.375>are <00:18:39.655>going <00:18:39.935>elsewhere, <00:18:40.215>then

432
00:18:40.735 --> 00:18:43.915
<00:18:40.735>that's <00:18:40.909>probably <00:18:41.084>one <00:18:41.260>region <00:18:41.435>reason <00:18:41.610>why <00:18:41.784>margins <00:18:41.959>are <00:18:42.135>reducing,

433
00:18:47.295 --> 00:18:49.145
<00:18:47.295>also <00:18:47.645>staff <00:18:47.995>are <00:18:48.345>quitting <00:18:48.695>then

434
00:18:49.725 --> 00:18:51.905
<00:18:49.725>that's <00:18:49.925>probably <00:18:50.125>one <00:18:50.324>reason <00:18:50.524>why <00:18:50.725>projects <00:18:50.925>are <00:18:51.125>progressing

435
00:18:51.905 --> 00:18:54.385
<00:18:51.905>slowly <00:18:52.045>for <00:18:52.185>a <00:18:52.325>little <00:18:52.465>while <00:18:52.605>at <00:18:52.745>least <00:18:52.885>we <00:18:53.024>have <00:18:53.165>less <00:18:53.305>staff

436
00:18:54.565 --> 00:18:55.745
<00:18:54.565>to <00:18:54.742>do <00:18:54.919>the <00:18:55.096>same <00:18:55.273>amount <00:18:55.449>of <00:18:55.627>work.

437
00:18:58.575 --> 00:19:01.755
<00:18:58.575>Um, <00:18:58.715>what <00:18:58.855>we <00:18:58.995>started <00:18:59.135>to <00:18:59.275>find <00:18:59.415>from <00:18:59.555>talking <00:18:59.695>to <00:18:59.835>customers <00:18:59.975>was

438
00:19:01.755 --> 00:19:05.035
<00:19:01.755>that <00:19:01.955>what <00:19:02.155>they <00:19:02.355>really <00:19:02.555>cared <00:19:02.755>about <00:19:02.955>was <00:19:03.155>timeliness.

439
00:19:05.035 --> 00:19:06.155
<00:19:05.035>They <00:19:05.287>really <00:19:05.539>cared <00:19:05.791>about <00:19:06.043>this,

440
00:19:06.535 --> 00:19:08.355
<00:19:06.535>the <00:19:06.768>software <00:19:07.001>coming <00:19:07.235>out <00:19:07.468>the <00:19:07.701>other <00:19:07.935>end

441
00:19:08.355 --> 00:19:11.235
<00:19:08.355>because <00:19:08.510>they <00:19:08.666>had <00:19:08.821>a <00:19:08.977>problem <00:19:09.132>to <00:19:09.288>solve <00:19:09.443>that <00:19:09.599>made, <00:19:09.755>uh,

442
00:19:11.235 --> 00:19:13.235
<00:19:11.235>commission <00:19:11.468>income <00:19:11.701>for <00:19:11.935>to <00:19:12.168>solve <00:19:12.401>that <00:19:12.635>problem.

443
00:19:14.355 --> 00:19:16.175
<00:19:14.355>And <00:19:14.635>so <00:19:14.915>projects <00:19:15.195>were <00:19:15.475>progressing <00:19:15.755>slowly

444
00:19:16.235 --> 00:19:17.735
<00:19:16.235>and <00:19:16.572>customers <00:19:16.909>cared <00:19:17.247>about <00:19:17.584>timeliness.

445
00:19:18.005 --> 00:19:19.455
<00:19:18.005>That <00:19:18.440>was <00:19:18.875>one <00:19:19.310>why,

446
00:19:19.795 --> 00:19:22.415
<00:19:19.795>or <00:19:19.950>at <00:19:20.106>least <00:19:20.261>one <00:19:20.417>reason <00:19:20.572>why <00:19:20.728>those <00:19:20.883>customers <00:19:21.039>then <00:19:21.195>went

447
00:19:22.415 --> 00:19:23.615
<00:19:22.415>elsewhere <00:19:22.955>to <00:19:23.495>competitors,

448
00:19:23.905 --> 00:19:25.695
<00:19:23.905>which <00:19:24.138>then <00:19:24.371>caused <00:19:24.605>the <00:19:24.838>margins <00:19:25.071>to <00:19:25.305>reduce.

449
00:19:27.925 --> 00:19:30.945
<00:19:27.925>Um, <00:19:28.080>as <00:19:28.236>you <00:19:28.391>probably <00:19:28.547>know <00:19:28.702>better <00:19:28.858>than <00:19:29.013>me, <00:19:29.169>finding <00:19:29.325>hiring

450
00:19:31.005 --> 00:19:32.545
<00:19:31.005>and <00:19:31.282>training <00:19:31.559>staff <00:19:31.836>has <00:19:32.113>a <00:19:32.391>cost.

451
00:19:32.545 --> 00:19:33.825
<00:19:32.545>Replacing <00:19:32.833>staff <00:19:33.121>has <00:19:33.409>a <00:19:33.697>cost.

452
00:19:34.625 --> 00:19:36.605
<00:19:34.625>And <00:19:34.858>if <00:19:35.091>custom, <00:19:35.325>if <00:19:35.558>staff <00:19:35.791>are <00:19:36.025>quitting,

453
00:19:36.825 --> 00:19:39.405
<00:19:36.825>that's <00:19:37.025>another <00:19:37.225>reason <00:19:37.425>why <00:19:37.625>margins <00:19:37.825>are <00:19:38.025>reducing <00:19:38.225>lesser.

454
00:19:39.405 --> 00:19:41.835
<00:19:39.405>So, <00:19:39.754>but <00:19:40.105>still, <00:19:40.455>still <00:19:40.805>true.

455
00:19:43.285 --> 00:19:45.575
<00:19:43.285>What <00:19:43.401>we <00:19:43.518>started <00:19:43.635>to <00:19:43.751>find <00:19:43.868>as <00:19:43.985>we <00:19:44.101>dug <00:19:44.218>a <00:19:44.335>little <00:19:44.451>bit <00:19:44.568>difficult <00:19:44.685>was

456
00:19:45.575 --> 00:19:48.535
<00:19:45.575>that <00:19:45.925>staff <00:19:46.275>time <00:19:46.625>staff <00:19:46.975>will

457
00:19:48.535 --> 00:19:49.975
<00:19:48.535>fully <00:19:48.967>utilized <00:19:49.399>delivering <00:19:49.831>projects.

458
00:19:50.875 --> 00:19:52.695
<00:19:50.875>And <00:19:51.050>I <00:19:51.225>face <00:19:51.400>value <00:19:51.575>that <00:19:51.750>kind <00:19:51.925>of <00:19:52.100>seemed <00:19:52.275>okay

459
00:19:52.695 --> 00:19:53.975
<00:19:52.695>until <00:19:52.887>we <00:19:53.079>dug <00:19:53.271>a <00:19:53.463>little <00:19:53.655>bit <00:19:53.847>deeper.

460
00:19:55.245 --> 00:19:57.305
<00:19:55.245>If <00:19:55.445>we <00:19:55.645>acknowledge <00:19:55.844>that <00:19:56.044>skill <00:19:56.245>growth <00:19:56.445>takes <00:19:56.645>time

461
00:19:58.985 --> 00:20:00.885
<00:19:58.985>and <00:19:59.185>staff <00:19:59.385>were <00:19:59.584>fully <00:19:59.784>utilized <00:19:59.985>for <00:20:00.185>projects, <00:20:00.385>what

462
00:20:00.885 --> 00:20:01.965
<00:20:00.885>that <00:20:01.128>meant <00:20:01.370>was <00:20:01.614>that <00:20:01.857>staff

463
00:20:01.995 --> 00:20:03.485
<00:20:01.995>weren't <00:20:02.263>able <00:20:02.531>to <00:20:02.799>develop <00:20:03.067>the <00:20:03.335>skills.

464
00:20:05.115 --> 00:20:07.695
<00:20:05.115>And <00:20:05.315>if <00:20:05.515>staff <00:20:05.715>value <00:20:05.915>skill <00:20:06.115>growth, <00:20:06.315>it's <00:20:06.515>mastery.

465
00:20:07.695 --> 00:20:08.855
<00:20:07.695>It's <00:20:07.903>one <00:20:08.112>of <00:20:08.321>the <00:20:08.530>three <00:20:08.739>pillars

466
00:20:08.855 --> 00:20:10.855
<00:20:08.855>of <00:20:09.135>intrinsic <00:20:09.415>motivation <00:20:09.695>is <00:20:09.975>Daniel <00:20:10.255>Pink

467
00:20:10.855 --> 00:20:13.955
<00:20:10.855>and <00:20:11.055>I <00:20:11.255>believe <00:20:11.455>Alfie <00:20:11.655>Cohen <00:20:11.855>reminds <00:20:12.055>us <00:20:12.255>then

468
00:20:14.535 --> 00:20:16.075
<00:20:14.535>that's <00:20:14.881>staff <00:20:15.228>are <00:20:15.574>gonna <00:20:15.921>quit.

469
00:20:16.075 --> 00:20:17.035
<00:20:16.075>They're <00:20:16.363>gonna <00:20:16.651>go <00:20:16.939>elsewhere

470
00:20:17.035 --> 00:20:18.195
<00:20:17.035>where <00:20:17.209>they <00:20:17.383>can <00:20:17.557>develop <00:20:17.731>in <00:20:17.905>their <00:20:18.079>career.

471
00:20:20.865 --> 00:20:23.925
<00:20:20.865>And <00:20:21.005>also <00:20:21.145>if <00:20:21.285>staff <00:20:21.425>quit, <00:20:21.565>then <00:20:21.705>those <00:20:21.845>fewer <00:20:21.985>staff, <00:20:22.125>at <00:20:22.265>least

472
00:20:23.925 --> 00:20:26.645
<00:20:23.925>for <00:20:24.100>a <00:20:24.274>period <00:20:24.450>is <00:20:24.625>spread <00:20:24.800>across, <00:20:24.975>uh, <00:20:25.149>more <00:20:25.325>projects

473
00:20:26.665 --> 00:20:28.725
<00:20:26.665>or <00:20:26.805>at <00:20:26.945>the <00:20:27.085>same <00:20:27.225>number <00:20:27.365>of <00:20:27.504>projects, <00:20:27.645>which <00:20:27.784>means <00:20:27.925>that <00:20:28.065>staff

474
00:20:29.345 --> 00:20:31.965
<00:20:29.345>are <00:20:29.500>even <00:20:29.656>all <00:20:29.811>the <00:20:29.967>remaining <00:20:30.122>staff <00:20:30.278>that <00:20:30.433>stay <00:20:30.589>at <00:20:30.745>eCom

475
00:20:31.965 --> 00:20:33.165
<00:20:31.965>or <00:20:32.235>even <00:20:32.504>more <00:20:32.774>fully <00:20:33.045>utilized.

476
00:20:33.505 --> 00:20:34.725
<00:20:33.505>So <00:20:33.724>we <00:20:33.944>have <00:20:34.163>a <00:20:34.383>downward <00:20:34.602>spiral

477
00:20:35.005 --> 00:20:38.325
<00:20:35.005>'cause <00:20:35.238>that <00:20:35.471>further, <00:20:35.705>um, <00:20:35.938>exacerbates <00:20:36.171>the <00:20:36.405>problem,

478
00:20:38.325 --> 00:20:40.325
<00:20:38.325>meaning <00:20:38.500>the <00:20:38.675>remaining <00:20:38.850>staff <00:20:39.025>have <00:20:39.200>less <00:20:39.375>time <00:20:39.550>to <00:20:39.725>learn.

479
00:20:42.815 --> 00:20:44.545
<00:20:42.815>Also, <00:20:43.015>staff <00:20:43.215>aren't <00:20:43.415>able <00:20:43.615>to <00:20:43.815>develop <00:20:44.015>their <00:20:44.215>skills.

480
00:20:44.565 --> 00:20:45.745
<00:20:44.565>It <00:20:44.919>means <00:20:45.273>some <00:20:45.627>skills.

481
00:20:46.955 --> 00:20:51.055
<00:20:46.955>Skills <00:20:47.188>are <00:20:47.421>rare <00:20:47.655>and <00:20:47.888>as <00:20:48.121>we <00:20:48.355>know,

482
00:20:52.155 --> 00:20:55.975
<00:20:52.155>often <00:20:52.295>it <00:20:52.435>is <00:20:52.575>those <00:20:52.715>rare <00:20:52.855>skills <00:20:52.995>that <00:20:53.135>we <00:20:53.274>need <00:20:53.415>most <00:20:53.555>mul.

483
00:20:56.035 --> 00:20:57.735
<00:20:56.035>And <00:20:56.315>in <00:20:56.595>income's <00:20:56.875>case, <00:20:57.155>multiple <00:20:57.435>projects

484
00:20:57.735 --> 00:20:58.855
<00:20:57.735>require <00:20:58.071>those <00:20:58.407>rare <00:20:58.743>skills.

485
00:20:59.865 --> 00:21:01.845
<00:20:59.865>And <00:21:00.040>what <00:21:00.215>that <00:21:00.390>meant <00:21:00.565>was <00:21:00.740>that <00:21:00.915>some <00:21:01.090>staff <00:21:01.265>needed

486
00:21:01.845 --> 00:21:03.645
<00:21:01.845>to <00:21:02.020>work <00:21:02.195>on <00:21:02.370>multiple <00:21:02.545>projects <00:21:02.720>at <00:21:02.895>any <00:21:03.070>one <00:21:03.245>time

487
00:21:04.425 --> 00:21:05.635
<00:21:04.425>they <00:21:04.697>needed <00:21:04.969>to <00:21:05.241>round <00:21:05.514>robin.

488
00:21:06.975 --> 00:21:09.355
<00:21:06.975>And <00:21:07.175>if <00:21:07.375>some <00:21:07.574>staff <00:21:07.774>worked <00:21:07.975>on <00:21:08.175>multiple <00:21:08.375>projects,

489
00:21:09.375 --> 00:21:12.755
<00:21:09.375>and <00:21:09.502>in <00:21:09.629>reality, <00:21:09.756>only <00:21:09.884>one <00:21:10.011>thing <00:21:10.138>can <00:21:10.265>be <00:21:10.393>done <00:21:10.520>at <00:21:10.647>once, <00:21:10.775>except

490
00:21:12.755 --> 00:21:14.715
<00:21:12.755>for <00:21:12.895>my <00:21:13.035>wife, <00:21:13.175>she, <00:21:13.315>she <00:21:13.455>can <00:21:13.595>do <00:21:13.735>many <00:21:13.875>things <00:21:14.015>at <00:21:14.155>once.

491
00:21:15.105 --> 00:21:17.395
<00:21:15.105>What <00:21:15.305>that <00:21:15.505>meant <00:21:15.705>was <00:21:15.905>that <00:21:16.105>projects <00:21:16.305>progressed <00:21:16.505>slowly

492
00:21:17.465 --> 00:21:19.515
<00:21:17.465>because <00:21:17.698>those <00:21:17.931>staff <00:21:18.165>were <00:21:18.398>kind <00:21:18.631>of <00:21:18.865>trying

493
00:21:19.515 --> 00:21:20.915
<00:21:19.515>to <00:21:19.695>spin <00:21:19.875>multiple <00:21:20.055>plates <00:21:20.235>at <00:21:20.415>the <00:21:20.595>same <00:21:20.775>time.

494
00:21:21.265 --> 00:21:22.395
<00:21:21.265>They <00:21:21.468>were <00:21:21.671>stretched. <00:21:21.875>They <00:21:22.078>were <00:21:22.282>the,

495
00:21:22.395 --> 00:21:23.555
<00:21:22.395>they <00:21:22.743>were <00:21:23.091>early <00:21:23.439>bottleneck.

496
00:21:24.415 --> 00:21:26.595
<00:21:24.415>And <00:21:24.648>that <00:21:24.881>is <00:21:25.115>why <00:21:25.348>projects <00:21:25.581>progress <00:21:25.815>slowly.

497
00:21:28.625 --> 00:21:31.125
<00:21:28.625>And <00:21:28.800>so, <00:21:28.975>and <00:21:29.150>if <00:21:29.325>timeless <00:21:29.500>is <00:21:29.675>important <00:21:29.850>to <00:21:30.025>customers

498
00:21:31.145 --> 00:21:32.725
<00:21:31.145>and <00:21:31.495>projects <00:21:31.845>are <00:21:32.195>progressing <00:21:32.545>slowly,

499
00:21:33.225 --> 00:21:35.925
<00:21:33.225>the <00:21:33.399>management <00:21:33.574>will <00:21:33.750>started <00:21:33.925>to <00:21:34.100>see <00:21:34.274>this <00:21:34.449>in <00:21:34.625>common.

500
00:21:36.155 --> 00:21:37.525
<00:21:36.155>They <00:21:36.566>then <00:21:36.977>prioritize <00:21:37.388>delivery.

501
00:21:37.635 --> 00:21:40.365
<00:21:37.635>They <00:21:37.835>said <00:21:38.035>we <00:21:38.235>need <00:21:38.435>to <00:21:38.635>deliver <00:21:38.835>these <00:21:39.035>projects.

502
00:21:41.065 --> 00:21:44.825
<00:21:41.065>And <00:21:41.298>what <00:21:41.531>that <00:21:41.765>meant <00:21:41.998>was, <00:21:42.231>um, <00:21:42.465>uh,

503
00:21:44.865 --> 00:21:47.025
<00:21:44.865>and <00:21:45.065>management <00:21:45.265>had <00:21:45.465>one <00:21:45.665>other <00:21:45.865>belief, <00:21:46.065>they <00:21:46.265>believed

504
00:21:47.025 --> 00:21:49.385
<00:21:47.025>that <00:21:47.305>if <00:21:47.585>they <00:21:47.865>maximize <00:21:48.145>staff <00:21:48.425>utilization,

505
00:21:50.295 --> 00:21:51.595
<00:21:50.295>it <00:21:50.490>would <00:21:50.685>increase <00:21:50.880>the <00:21:51.075>rate <00:21:51.270>of <00:21:51.465>delivery.

506
00:21:51.865 --> 00:21:54.355
<00:21:51.865>What <00:21:52.065>I <00:21:52.265>mean <00:21:52.465>by <00:21:52.665>that <00:21:52.865>is, <00:21:53.065>uh, <00:21:53.265>yeah.

507
00:21:54.375 --> 00:21:55.315
<00:21:54.375>And <00:21:54.544>what <00:21:54.713>that <00:21:54.882>meant <00:21:55.051>was <00:21:55.221>that

508
00:21:55.315 --> 00:21:56.475
<00:21:55.315>staff <00:21:55.523>will <00:21:55.732>fully <00:21:55.941>utilize <00:21:56.150>the <00:21:56.359>project.

509
00:21:56.815 --> 00:21:58.475
<00:21:56.815>So <00:21:57.095>the <00:21:57.375>assumption <00:21:57.655>that <00:21:57.935>maximizing <00:21:58.215>staff

510
00:21:58.475 --> 00:21:59.995
<00:21:58.475>utilization <00:21:58.748>increases <00:21:59.022>the <00:21:59.295>rate <00:21:59.569>of <00:21:59.842>delivery.

511
00:21:59.995 --> 00:22:02.235
<00:21:59.995>What <00:22:00.111>they <00:22:00.228>meant <00:22:00.344>by <00:22:00.461>that <00:22:00.578>was <00:22:00.695>if <00:22:00.811>we <00:22:00.928>keep <00:22:01.044>all <00:22:01.161>our <00:22:01.278>staff <00:22:01.395>busy

512
00:22:02.335 --> 00:22:04.675
<00:22:02.335>all <00:22:02.490>the <00:22:02.646>time <00:22:02.801>would <00:22:02.957>deliver <00:22:03.112>more <00:22:03.268>in <00:22:03.423>any <00:22:03.579>given <00:22:03.735>period.

513
00:22:06.075 --> 00:22:07.295
<00:22:06.075>And <00:22:06.258>that's <00:22:06.441>a, <00:22:06.624>that's <00:22:06.807>a <00:22:06.990>very <00:22:07.173>fair

514
00:22:07.295 --> 00:22:08.495
<00:22:07.295>belief <00:22:07.565>at <00:22:07.835>face <00:22:08.105>value, <00:22:08.375>right?

515
00:22:08.635 --> 00:22:11.175
<00:22:08.635>If <00:22:08.790>we <00:22:08.946>keep <00:22:09.101>all <00:22:09.257>our <00:22:09.412>staff <00:22:09.568>busy, <00:22:09.723>we'll <00:22:09.879>deliver <00:22:10.035>more

516
00:22:11.725 --> 00:22:13.295
<00:22:11.725>completed <00:22:12.004>work <00:22:12.284>in <00:22:12.564>any <00:22:12.844>given <00:22:13.125>period.

517
00:22:14.585 --> 00:22:17.005
<00:22:14.585>And <00:22:14.865>so <00:22:15.145>with <00:22:15.425>management, <00:22:15.705>prioritizing <00:22:15.985>delivery

518
00:22:17.185 --> 00:22:19.365
<00:22:17.185>and <00:22:17.418>holding <00:22:17.651>that <00:22:17.885>belief, <00:22:18.118>they're <00:22:18.351>like, <00:22:18.585>they,

519
00:22:19.365 --> 00:22:20.805
<00:22:19.365>they <00:22:19.550>focused <00:22:19.735>on <00:22:19.920>their <00:22:20.105>staff <00:22:20.290>and <00:22:20.475>made <00:22:20.661>sure

520
00:22:20.805 --> 00:22:22.365
<00:22:20.805>that <00:22:21.085>their <00:22:21.365>staff <00:22:21.645>were <00:22:21.925>fully <00:22:22.205>utilized.

521
00:22:23.945 --> 00:22:25.525
<00:22:23.945>As <00:22:24.145>we <00:22:24.345>know <00:22:24.544>that, <00:22:24.745>that's <00:22:24.945>a <00:22:25.145>downward <00:22:25.345>spiral

522
00:22:25.525 --> 00:22:27.645
<00:22:25.525>because <00:22:25.758>if <00:22:25.991>we <00:22:26.225>keep <00:22:26.458>our <00:22:26.691>staff <00:22:26.925>busy,

523
00:22:28.155 --> 00:22:29.205
<00:22:28.155>they <00:22:28.344>don't <00:22:28.533>have <00:22:28.722>time <00:22:28.910>to <00:22:29.100>learn.

524
00:22:29.205 --> 00:22:31.955
<00:22:29.205>If <00:22:29.360>they <00:22:29.516>don't <00:22:29.671>have <00:22:29.827>time <00:22:29.982>to <00:22:30.138>learn, <00:22:30.293>they <00:22:30.449>go <00:22:30.605>elsewhere

525
00:22:32.165 --> 00:22:33.795
<00:22:32.165>where <00:22:32.340>they <00:22:32.514>can <00:22:32.690>learn <00:22:32.865>and <00:22:33.040>develop <00:22:33.215>in <00:22:33.389>their <00:22:33.565>career.

526
00:22:33.975 --> 00:22:35.395
<00:22:33.975>But <00:22:34.294>also <00:22:34.614>staff <00:22:34.933>can't <00:22:35.253>learn,

527
00:22:35.705 --> 00:22:37.275
<00:22:35.705>they <00:22:35.938>can't <00:22:36.171>develop <00:22:36.405>the <00:22:36.638>skills <00:22:36.871>they <00:22:37.105>need

528
00:22:37.275 --> 00:22:38.555
<00:22:37.275>for <00:22:37.505>the <00:22:37.735>upcoming <00:22:37.966>projects, <00:22:38.196>which <00:22:38.427>means

529
00:22:38.555 --> 00:22:39.915
<00:22:38.555>that <00:22:38.861>some <00:22:39.167>skills <00:22:39.473>are <00:22:39.779>rare

530
00:22:40.095 --> 00:22:41.435
<00:22:40.095>and <00:22:40.336>if <00:22:40.577>some <00:22:40.818>skills <00:22:41.059>are <00:22:41.301>rare,

531
00:22:41.855 --> 00:22:43.275
<00:22:41.855>few <00:22:42.068>staff <00:22:42.281>need <00:22:42.494>to <00:22:42.707>be <00:22:42.920>spread <00:22:43.133>across.

532
00:22:43.305 --> 00:22:45.315
<00:22:43.305>Many <00:22:43.655>projects <00:22:44.005>creates <00:22:44.355>a <00:22:44.705>bottleneck,

533
00:22:45.315 --> 00:22:46.635
<00:22:45.315>it <00:22:45.612>slows <00:22:45.909>many <00:22:46.206>projects <00:22:46.503>down.

534
00:22:47.235 --> 00:22:50.895
<00:22:47.235>Customers <00:22:47.435>get <00:22:47.635>dissatisfied, <00:22:47.834>they <00:22:48.034>go <00:22:48.235>to <00:22:48.435>our <00:22:48.635>competitors

535
00:22:51.235 --> 00:22:52.575
<00:22:51.235>and <00:22:51.838>margins <00:22:52.441>reduce.

536
00:22:54.935 --> 00:22:56.555
<00:22:54.935>And <00:22:55.168>that's <00:22:55.401>how <00:22:55.635>I'd <00:22:55.868>summarize <00:22:56.101>that <00:22:56.335>diagram.

537
00:22:57.935 --> 00:23:01.475
<00:22:57.935>Hope <00:22:58.284>that <00:22:58.635>made <00:22:58.985>sense, <00:22:59.335>right?

538
00:23:01.975 --> 00:23:03.315
<00:23:01.975>So <00:23:02.125>the <00:23:02.276>question <00:23:02.427>I <00:23:02.578>ask <00:23:02.728>at <00:23:02.879>this <00:23:03.030>stage <00:23:03.181>is

539
00:23:03.325 --> 00:23:04.955
<00:23:03.325>where <00:23:03.675>is <00:23:04.025>the <00:23:04.375>common <00:23:04.725>underlying?

540
00:23:04.955 --> 00:23:06.275
<00:23:04.955>Cause <00:23:05.153>if <00:23:05.351>you <00:23:05.549>had <00:23:05.747>a <00:23:05.945>magic <00:23:06.143>wand

541
00:23:06.415 --> 00:23:09.355
<00:23:06.415>and <00:23:06.531>you <00:23:06.648>could <00:23:06.764>point <00:23:06.881>at <00:23:06.998>just <00:23:07.115>one <00:23:07.231>box <00:23:07.348>in <00:23:07.465>the <00:23:07.581>jet <00:23:07.698>to <00:23:07.815>try

542
00:23:09.355 --> 00:23:11.075
<00:23:09.355>and <00:23:09.705>unwind <00:23:10.055>this <00:23:10.405>woeful <00:23:10.755>tale,

543
00:23:11.765 --> 00:23:14.275
<00:23:11.765>which <00:23:11.965>one <00:23:12.165>box, <00:23:12.365>I'm <00:23:12.565>being <00:23:12.765>very <00:23:12.965>stingy <00:23:13.165>here.

544
00:23:14.275 --> 00:23:16.795
<00:23:14.275>Which <00:23:14.430>one <00:23:14.586>box <00:23:14.741>would <00:23:14.897>you <00:23:15.052>wave <00:23:15.208>your <00:23:15.363>magic <00:23:15.519>wand <00:23:15.675>at

545
00:23:16.795 --> 00:23:17.875
<00:23:16.795>to <00:23:17.038>try <00:23:17.281>and <00:23:17.524>unwind <00:23:17.767>this?

546
00:23:21.895 --> 00:23:23.395
<00:23:21.895>You <00:23:22.120>need <00:23:22.345>more <00:23:22.570>time <00:23:22.795>or <00:23:23.020>we <00:23:23.245>need

547
00:23:23.395 --> 00:23:24.555
<00:23:23.395>to <00:23:23.603>pause <00:23:23.812>whatever <00:23:24.021>works <00:23:24.230>for <00:23:24.439>you.

548
00:23:25.135 --> 00:23:25.355
So

549
00:23:30.095 --> 00:23:31.535
<00:23:30.095>I <00:23:30.280>not, <00:23:30.465>they <00:23:30.650>receive <00:23:30.835>a <00:23:31.020>few <00:23:31.205>different <00:23:31.391>answers.

550
00:23:32.125 --> 00:23:34.615
<00:23:32.125>They <00:23:32.280>tend <00:23:32.436>to <00:23:32.591>focus <00:23:32.747>around <00:23:32.902>the <00:23:33.058>left <00:23:33.213>of <00:23:33.369>the <00:23:33.525>diagram.

551
00:23:35.575 --> 00:23:36.575
<00:23:35.575>I <00:23:35.755>believe <00:23:35.935>it's <00:23:36.115>this <00:23:36.295>one <00:23:36.475>here,

552
00:23:36.665 --> 00:23:39.575
<00:23:36.665>maximizing <00:23:36.865>staff <00:23:37.065>utilization <00:23:37.264>increases <00:23:37.465>the <00:23:37.665>ring <00:23:37.865>to <00:23:38.065>delivery.

553
00:23:42.175 --> 00:23:43.475
<00:23:42.175>But <00:23:42.370>before <00:23:42.565>we <00:23:42.760>go <00:23:42.955>deeper <00:23:43.149>into <00:23:43.344>that,

554
00:23:43.595 --> 00:23:44.595
<00:23:43.595>I <00:23:43.775>wanna <00:23:43.955>ask <00:23:44.135>one <00:23:44.315>more <00:23:44.495>question.

555
00:23:45.625 --> 00:23:46.665
<00:23:45.625>I <00:23:45.781>promise <00:23:45.937>we'll <00:23:46.093>come <00:23:46.249>back <00:23:46.405>to <00:23:46.561>that.

556
00:23:48.015 --> 00:23:51.315
<00:23:48.015>Um, <00:23:48.142>Woodward, <00:23:48.269>I <00:23:48.396>was <00:23:48.524>meant <00:23:48.651>to <00:23:48.778>say <00:23:48.905>what <00:23:49.033>would <00:23:49.160>be <00:23:49.287>the <00:23:49.415>impact

557
00:23:51.315 --> 00:23:52.555
<00:23:51.315>of <00:23:51.687>the <00:23:52.059>original <00:23:52.431>solution?

558
00:23:53.405 --> 00:23:56.145
<00:23:53.405>And <00:23:53.605>remember <00:23:53.805>the <00:23:54.004>original <00:23:54.205>solution <00:23:54.405>was <00:23:54.605>introduce <00:23:54.805>agile

559
00:23:56.205 --> 00:23:57.345
<00:23:56.205>to <00:23:56.547>shorten <00:23:56.889>feedback <00:23:57.231>loops.

560
00:24:01.145 --> 00:24:02.285
<00:24:01.145>Now <00:24:01.316>I <00:24:01.487>had <00:24:01.658>to <00:24:01.829>think <00:24:02.000>about <00:24:02.171>this

561
00:24:02.465 --> 00:24:04.805
<00:24:02.465>and <00:24:02.620>of <00:24:02.776>course <00:24:02.931>depends <00:24:03.087>what <00:24:03.242>you <00:24:03.398>mean <00:24:03.553>by <00:24:03.709>agile, <00:24:03.865>right?

562
00:24:05.985 --> 00:24:08.805
<00:24:05.985>In <00:24:06.125>this <00:24:06.264>case, <00:24:06.405>if <00:24:06.544>we <00:24:06.685>assume <00:24:06.824>agile <00:24:06.965>is <00:24:07.104>just, <00:24:07.245>uh, <00:24:07.385>the,

563
00:24:08.825 --> 00:24:12.525
<00:24:08.825>the <00:24:09.025>ceremonies, <00:24:09.225>if <00:24:09.425>it's <00:24:09.625>just <00:24:09.825>demonstrating, <00:24:10.025>for <00:24:10.225>example,

564
00:24:12.625 --> 00:24:14.645
<00:24:12.625>to <00:24:12.975>customers <00:24:13.325>what <00:24:13.675>you've <00:24:14.025>built

565
00:24:14.645 --> 00:24:17.515
<00:24:14.645>so <00:24:14.878>you <00:24:15.111>can <00:24:15.345>get <00:24:15.578>early <00:24:15.811>feedback, <00:24:16.045>then

566
00:24:18.415 --> 00:24:20.515
<00:24:18.415>the <00:24:18.542>only <00:24:18.669>thing <00:24:18.796>I <00:24:18.924>could <00:24:19.051>think <00:24:19.178>about <00:24:19.305>it <00:24:19.433>helping <00:24:19.560>is <00:24:19.687>maybe <00:24:19.815>a,

567
00:24:20.735 --> 00:24:23.515
<00:24:20.735>if <00:24:20.862>it <00:24:20.989>could <00:24:21.116>start <00:24:21.244>to <00:24:21.371>affect <00:24:21.498>this, <00:24:21.625>this, <00:24:21.753>this <00:24:21.880>kind <00:24:22.007>of, <00:24:22.135>uh,

568
00:24:23.515 --> 00:24:25.355
<00:24:23.515>symptom <00:24:23.865>problem <00:24:24.215>obstacle <00:24:24.565>up <00:24:24.915>here.

569
00:24:25.355 --> 00:24:26.955
<00:24:25.355>Timeless <00:24:25.705>is <00:24:26.055>important <00:24:26.405>to <00:24:26.755>customers.

570
00:24:28.135 --> 00:24:29.875
<00:24:28.135>Um, <00:24:28.415>sorry, <00:24:28.695>it's <00:24:28.975>not <00:24:29.254>an <00:24:29.535>obstacle,

571
00:24:29.875 --> 00:24:30.955
<00:24:29.875>but <00:24:30.069>that, <00:24:30.263>that <00:24:30.458>kind <00:24:30.652>of <00:24:30.847>factor.

572
00:24:31.455 --> 00:24:33.875
<00:24:31.455>Um, <00:24:31.595>and <00:24:31.735>what <00:24:31.875>I <00:24:32.014>mean <00:24:32.155>by <00:24:32.294>that <00:24:32.435>is <00:24:32.574>if <00:24:32.715>you <00:24:32.855>know,

573
00:24:33.875 --> 00:24:36.675
<00:24:33.875>maybe <00:24:34.050>initially <00:24:34.225>if <00:24:34.400>uh, <00:24:34.575>customers <00:24:34.750>could <00:24:34.925>start <00:24:35.100>to <00:24:35.275>see

574
00:24:36.675 --> 00:24:39.995
<00:24:36.675>what <00:24:36.802>was <00:24:36.929>being <00:24:37.056>built <00:24:37.184>for <00:24:37.311>them, <00:24:37.438>they <00:24:37.565>might <00:24:37.693>kind <00:24:37.820>of <00:24:37.947>go, <00:24:38.075>Ooh,

575
00:24:40.145 --> 00:24:41.235
<00:24:40.145>yeah, <00:24:40.390>this <00:24:40.635>is <00:24:40.880>shaping <00:24:41.126>up.

576
00:24:41.775 --> 00:24:44.795
<00:24:41.775>But <00:24:41.975>very <00:24:42.175>quickly <00:24:42.375>as <00:24:42.575>those <00:24:42.775>demos <00:24:42.975>went <00:24:43.175>on,

577
00:24:45.415 --> 00:24:47.565
<00:24:45.415>given <00:24:45.590>we <00:24:45.764>still <00:24:45.940>have <00:24:46.115>all <00:24:46.290>these <00:24:46.465>other <00:24:46.639>problems <00:24:46.815>here,

578
00:24:47.565 --> 00:24:49.205
<00:24:47.565>which <00:24:47.845>is <00:24:48.125>meaning <00:24:48.405>that <00:24:48.685>which <00:24:48.965>means

579
00:24:49.205 --> 00:24:51.645
<00:24:49.205>that <00:24:49.438>delivery <00:24:49.671>is <00:24:49.905>slowly <00:24:50.138>projects <00:24:50.371>progress <00:24:50.605>slowly,

580
00:24:52.115 --> 00:24:53.365
<00:24:52.115>what <00:24:52.302>they <00:24:52.490>would <00:24:52.677>start <00:24:52.865>to <00:24:53.052>see <00:24:53.240>is

581
00:24:53.365 --> 00:24:55.205
<00:24:53.365>between <00:24:53.598>the <00:24:53.831>demos <00:24:54.065>very <00:24:54.298>little <00:24:54.531>is <00:24:54.765>changing

582
00:24:55.225 --> 00:24:56.645
<00:24:55.225>and <00:24:55.480>they'd <00:24:55.736>start <00:24:55.991>to <00:24:56.247>get <00:24:56.503>frustrated.

583
00:24:56.905 --> 00:24:58.805
<00:24:56.905>So <00:24:57.138>if <00:24:57.371>anything, <00:24:57.605>it <00:24:57.838>might <00:24:58.071>give <00:24:58.305>them

584
00:24:58.805 --> 00:24:59.925
<00:24:58.805>some <00:24:59.006>marginal <00:24:59.208>benefit <00:24:59.409>at <00:24:59.611>the <00:24:59.812>beginning.

585
00:25:00.045 --> 00:25:01.525
<00:25:00.045>'cause <00:25:00.211>they <00:25:00.378>start <00:25:00.544>to <00:25:00.711>kind <00:25:00.877>of <00:25:01.044>get <00:25:01.210>real <00:25:01.377>feedback

586
00:25:01.525 --> 00:25:02.565
<00:25:01.525>and <00:25:01.712>see <00:25:01.899>things <00:25:02.086>coming <00:25:02.273>to <00:25:02.461>life.

587
00:25:02.585 --> 00:25:04.525
<00:25:02.585>But <00:25:02.725>then <00:25:02.865>they'd <00:25:03.005>start <00:25:03.145>to <00:25:03.285>see <00:25:03.425>those <00:25:03.565>things <00:25:03.705>that <00:25:03.845>come <00:25:03.985>life,

588
00:25:04.525 --> 00:25:06.165
<00:25:04.525>but <00:25:04.680>then <00:25:04.836>they'd <00:25:04.991>start <00:25:05.147>to <00:25:05.302>see <00:25:05.458>those <00:25:05.613>things <00:25:05.769>that <00:25:05.925>coming

589
00:25:06.165 --> 00:25:07.245
<00:25:06.165>to <00:25:06.489>life <00:25:06.812>very <00:25:07.137>slowly.

590
00:25:08.505 --> 00:25:13.495
<00:25:08.505>So <00:25:08.705>I, <00:25:08.905>it <00:25:09.105>could <00:25:09.305>help, <00:25:09.505>but <00:25:09.705>not <00:25:09.905>sure.

591
00:25:15.325 --> 00:25:17.555
<00:25:15.325>Right? <00:25:15.465>So <00:25:15.605>let's <00:25:15.745>just <00:25:15.885>recap. <00:25:16.025>We <00:25:16.165>covered <00:25:16.305>a <00:25:16.445>lot <00:25:16.585>of <00:25:16.725>that.

592
00:25:17.555 --> 00:25:19.835
<00:25:17.555>So <00:25:17.710>cause <00:25:17.866>and <00:25:18.021>effect, <00:25:18.177>thinking <00:25:18.332>like <00:25:18.488>a <00:25:18.643>current <00:25:18.799>reality <00:25:18.955>tree

593
00:25:20.175 --> 00:25:21.755
<00:25:20.175>can <00:25:20.641>help <00:25:21.108>us <00:25:21.575>find

594
00:25:21.755 --> 00:25:23.355
<00:25:21.755>and <00:25:22.035>focus <00:25:22.315>on <00:25:22.595>the <00:25:22.875>underlying <00:25:23.155>cause

595
00:25:23.415 --> 00:25:25.275
<00:25:23.415>to <00:25:23.764>eliminate <00:25:24.115>their <00:25:24.465>effects <00:25:24.815>obstacles.

596
00:25:25.905 --> 00:25:28.205
<00:25:25.905>We <00:25:26.080>saw <00:25:26.254>why <00:25:26.430>agile <00:25:26.605>in <00:25:26.780>this <00:25:26.955>case <00:25:27.129>wouldn't <00:25:27.305>help.

597
00:25:28.545 --> 00:25:30.445
<00:25:28.545>And <00:25:28.700>we <00:25:28.856>saw <00:25:29.011>there <00:25:29.167>was <00:25:29.322>something <00:25:29.478>else <00:25:29.633>that <00:25:29.789>may <00:25:29.945>help.

598
00:25:30.465 --> 00:25:31.525
<00:25:30.465>And <00:25:30.703>I, <00:25:30.942>I, <00:25:31.180>I <00:25:31.419>think

599
00:25:31.525 --> 00:25:33.685
<00:25:31.525>that <00:25:31.680>the <00:25:31.836>answers <00:25:31.991>you <00:25:32.147>were <00:25:32.302>looking <00:25:32.458>at <00:25:32.613>were <00:25:32.769>probably <00:25:32.925>kind

600
00:25:33.685 --> 00:25:35.365
<00:25:33.685>of <00:25:34.034>towards <00:25:34.385>the <00:25:34.735>lower <00:25:35.085>left

601
00:25:35.385 --> 00:25:36.845
<00:25:35.385>of <00:25:35.549>the <00:25:35.713>diagram, <00:25:35.877>but <00:25:36.042>we'll <00:25:36.206>come <00:25:36.370>back <00:25:36.534>to <00:25:36.699>that.

602
00:25:37.305 --> 00:25:39.165
<00:25:37.305>But <00:25:37.480>also <00:25:37.655>help <00:25:37.830>us <00:25:38.005>understand <00:25:38.180>why <00:25:38.355>focusing <00:25:38.530>anywhere <00:25:38.705>else

603
00:25:39.395 --> 00:25:41.285
<00:25:39.395>that <00:25:39.675>isn't <00:25:39.955>underlying <00:25:40.235>cause <00:25:40.514>leads <00:25:40.795>only

604
00:25:41.285 --> 00:25:42.405
<00:25:41.285>to <00:25:41.789>temporary <00:25:42.293>improvement.

605
00:25:42.405 --> 00:25:46.015
<00:25:42.405>Like <00:25:42.560>introducing <00:25:42.716>Agile. <00:25:42.871>And <00:25:43.027>Russell <00:25:43.182>Ako <00:25:43.338>puts <00:25:43.493>that <00:25:43.649>very <00:25:43.805>well.

606
00:25:46.015 --> 00:25:47.175
<00:25:46.015>He <00:25:46.223>says <00:25:46.432>we <00:25:46.641>fail <00:25:46.850>more <00:25:47.059>often

607
00:25:47.175 --> 00:25:49.895
<00:25:47.175>because <00:25:47.408>we <00:25:47.641>solve <00:25:47.875>the <00:25:48.108>wrong <00:25:48.341>problem <00:25:48.575>than

608
00:25:49.895 --> 00:25:52.455
<00:25:49.895>because <00:25:50.050>we <00:25:50.206>get <00:25:50.361>the <00:25:50.517>wrong <00:25:50.672>solution <00:25:50.828>to <00:25:50.983>the <00:25:51.139>right <00:25:51.295>problem

609
00:25:52.845 --> 00:25:54.775
<00:25:52.845>with <00:25:53.020>focusing <00:25:53.195>on <00:25:53.370>the <00:25:53.545>wrong <00:25:53.720>area <00:25:53.895>of <00:25:54.070>the <00:25:54.245>diagram.

610
00:25:56.865 --> 00:25:59.645
<00:25:56.865>And <00:25:57.065>finally <00:25:57.265>in <00:25:57.465>this <00:25:57.665>case, <00:25:57.865>fully <00:25:58.065>utilizing <00:25:58.265>staff

611
00:25:59.645 --> 00:26:02.645
<00:25:59.645>or <00:25:59.845>projects <00:26:00.045>with <00:26:00.245>leading <00:26:00.445>to <00:26:00.645>slow <00:26:00.845>project <00:26:01.045>progress

612
00:26:02.865 --> 00:26:05.565
<00:26:02.865>and <00:26:03.065>downward <00:26:03.265>spirals <00:26:03.465>staff <00:26:03.665>became <00:26:03.865>more <00:26:04.065>thin <00:26:04.265>spread.

613
00:26:07.205 --> 00:26:08.345
<00:26:07.205>Anyway, <00:26:07.410>let's <00:26:07.615>come <00:26:07.820>back <00:26:08.025>to <00:26:08.231>that.

614
00:26:08.435 --> 00:26:09.785
<00:26:08.435>Let's <00:26:08.678>do, <00:26:08.921>let's <00:26:09.164>have <00:26:09.407>a <00:26:09.650>quickl

615
00:26:09.945 --> 00:26:11.425
<00:26:09.945>'cause <00:26:10.111>I <00:26:10.278>I've <00:26:10.444>probably <00:26:10.610>taxed <00:26:10.777>you <00:26:10.944>quite <00:26:11.110>a <00:26:11.277>bit

616
00:26:11.645 --> 00:26:13.185
<00:26:11.645>so <00:26:11.783>I <00:26:11.922>have <00:26:12.060>a <00:26:12.199>little <00:26:12.338>game <00:26:12.476>for <00:26:12.615>you, <00:26:12.753>a <00:26:12.892>little <00:26:13.031>puzzle.

617
00:26:13.565 --> 00:26:15.105
<00:26:13.565>Um, <00:26:13.763>this <00:26:13.961>comes <00:26:14.159>from <00:26:14.357>Russell, <00:26:14.555>a <00:26:14.753>Cole's <00:26:14.951>book,

618
00:26:15.105 --> 00:26:17.385
<00:26:15.105>the <00:26:15.338>arts <00:26:15.571>problem <00:26:15.805>solving <00:26:16.038>really <00:26:16.271>recommended, <00:26:16.505>uh,

619
00:26:17.415 --> 00:26:18.825
<00:26:17.415>link <00:26:17.732>in <00:26:18.049>the <00:26:18.366>bottom <00:26:18.684>left.

620
00:26:19.205 --> 00:26:20.345
<00:26:19.205>Uh, <00:26:19.351>but <00:26:19.498>you <00:26:19.644>can <00:26:19.791>find <00:26:19.937>out <00:26:20.084>good <00:26:20.231>read.

621
00:26:20.345 --> 00:26:21.665
<00:26:20.345>You <00:26:20.493>can <00:26:20.642>find <00:26:20.790>Amazon <00:26:20.939>if <00:26:21.087>you <00:26:21.235>search <00:26:21.384>for <00:26:21.533>that.

622
00:26:21.885 --> 00:26:25.505
<00:26:21.885>Um, <00:26:22.235>right, <00:26:22.585>I <00:26:22.935>challenge <00:26:23.285>you.

623
00:26:25.505 --> 00:26:27.105
<00:26:25.505>So <00:26:25.632>imagine <00:26:25.759>you've <00:26:25.886>got <00:26:26.014>a <00:26:26.141>piece <00:26:26.268>of <00:26:26.395>paper <00:26:26.523>in <00:26:26.650>front <00:26:26.777>of <00:26:26.905>you.

624
00:26:27.105 --> 00:26:29.065
<00:26:27.105>Hopefully <00:26:27.245>you <00:26:27.385>can <00:26:27.525>actually <00:26:27.665>have <00:26:27.805>a <00:26:27.945>piece <00:26:28.085>of <00:26:28.225>paper <00:26:28.365>in <00:26:28.505>front

625
00:26:29.065 --> 00:26:30.625
<00:26:29.065>of <00:26:29.265>you <00:26:29.465>with <00:26:29.665>nine <00:26:29.865>dots <00:26:30.065>in <00:26:30.265>a <00:26:30.465>grid.

626
00:26:30.925 --> 00:26:32.665
<00:26:30.925>As <00:26:31.158>you <00:26:31.391>see <00:26:31.625>in <00:26:31.858>the <00:26:32.091>middle <00:26:32.325>left.

627
00:26:33.945 --> 00:26:35.425
<00:26:33.945>I <00:26:34.278>want <00:26:34.610>you <00:26:34.944>to <00:26:35.277>try

628
00:26:35.425 --> 00:26:37.745
<00:26:35.425>and <00:26:35.600>join <00:26:35.774>those <00:26:35.950>nine <00:26:36.125>dots, <00:26:36.300>all <00:26:36.475>nine <00:26:36.649>dots <00:26:36.825>together

629
00:26:37.745 --> 00:26:39.625
<00:26:37.745>with <00:26:38.094>just <00:26:38.445>four <00:26:38.794>straight <00:26:39.145>lines.

630
00:26:39.805 --> 00:26:41.745
<00:26:39.805>And <00:26:40.005>without <00:26:40.205>removing <00:26:40.405>a <00:26:40.605>pen <00:26:40.805>from <00:26:41.005>the <00:26:41.205>paper,

631
00:26:42.695 --> 00:26:44.375
<00:26:42.695>you <00:26:42.975>only <00:26:43.254>get <00:26:43.534>four <00:26:43.814>straight <00:26:44.095>lines.

632
00:26:44.375 --> 00:26:46.015
<00:26:44.375>And <00:26:44.550>you <00:26:44.725>can't <00:26:44.900>remove <00:26:45.075>your <00:26:45.250>pen <00:26:45.425>from <00:26:45.600>the <00:26:45.775>paper.

633
00:26:46.315 --> 00:26:48.655
<00:26:46.315>You <00:26:46.490>can <00:26:46.665>see <00:26:46.840>me <00:26:47.015>attempting <00:26:47.190>this <00:26:47.365>on <00:26:47.540>my <00:26:47.715>side

634
00:26:49.075 --> 00:26:50.335
<00:26:49.075>and <00:26:49.301>this <00:26:49.528>is <00:26:49.755>my <00:26:49.982>real <00:26:50.209>attempts.

635
00:26:50.575 --> 00:26:51.695
<00:26:50.575>I <00:26:50.776>just <00:26:50.978>couldn't <00:26:51.179>work <00:26:51.381>it <00:26:51.582>out.

636
00:26:51.695 --> 00:26:54.415
<00:26:51.695>Could <00:26:51.870>join <00:26:52.044>eight, <00:26:52.220>I <00:26:52.395>could <00:26:52.570>never <00:26:52.745>get <00:26:52.919>the <00:26:53.095>ninth.

637
00:26:55.835 --> 00:26:58.775
<00:26:55.835>So <00:26:55.975>four <00:26:56.115>straight <00:26:56.255>lines <00:26:56.395>pen <00:26:56.535>and <00:26:56.675>not <00:26:56.815>coming <00:26:56.955>off <00:26:57.095>the <00:26:57.235>paper.

638
00:26:59.355 --> 00:27:00.535
<00:26:59.355>How <00:26:59.487>would <00:26:59.620>you <00:26:59.753>do <00:26:59.886>it? <00:27:00.018>Have <00:27:00.151>a <00:27:00.284>go, <00:27:00.417>go

639
00:27:00.745 --> 00:27:01.895
<00:27:00.745>pause <00:27:00.952>if <00:27:01.158>you <00:27:01.366>need <00:27:01.572>more <00:27:01.780>time.

640
00:27:02.275 --> 00:27:06.035
<00:27:02.275>I'm <00:27:02.402>gonna <00:27:02.529>move <00:27:02.656>on <00:27:02.784>a <00:27:02.911>second. <00:27:03.038>Those <00:27:03.165>that <00:27:03.293>are <00:27:03.420>a <00:27:03.547>bit <00:27:03.675>speedia.

641
00:27:13.505 --> 00:27:16.325
<00:27:13.505>So <00:27:13.645>there's <00:27:13.785>two <00:27:13.925>solutions. <00:27:14.065>One <00:27:14.205>that, <00:27:14.345>that, <00:27:14.485>that <00:27:14.625>I'm <00:27:14.765>aware <00:27:14.905>of.

642
00:27:16.325 --> 00:27:17.365
<00:27:16.325>I'm <00:27:16.512>sure <00:27:16.699>there's <00:27:16.886>many, <00:27:17.073>many <00:27:17.261>more.

643
00:27:17.365 --> 00:27:18.685
<00:27:17.365>There's <00:27:17.662>two <00:27:17.959>solutions <00:27:18.255>I'm <00:27:18.553>aware

644
00:27:18.685 --> 00:27:20.725
<00:27:18.685>of <00:27:18.965>coming <00:27:19.245>from <00:27:19.524>uh, <00:27:19.804>ACOs <00:27:20.085>book.

645
00:27:20.825 --> 00:27:23.485
<00:27:20.825>The <00:27:20.965>first <00:27:21.105>one <00:27:21.245>is <00:27:21.385>if <00:27:21.525>you <00:27:21.665>actually <00:27:21.805>go <00:27:21.945>beyond <00:27:22.085>the <00:27:22.225>end

646
00:27:23.485 --> 00:27:25.565
<00:27:23.485>of <00:27:23.659>the <00:27:23.834>grid, <00:27:24.010>you <00:27:24.185>can <00:27:24.360>actually <00:27:24.534>kind <00:27:24.709>of <00:27:24.885>swoop

647
00:27:25.565 --> 00:27:26.725
<00:27:25.565>around <00:27:25.739>and <00:27:25.913>do <00:27:26.087>this <00:27:26.261>in <00:27:26.435>four <00:27:26.609>lines.

648
00:27:27.265 --> 00:27:29.325
<00:27:27.265>But <00:27:27.420>you <00:27:27.576>have <00:27:27.731>to <00:27:27.887>real, <00:27:28.042>you <00:27:28.198>have <00:27:28.353>to <00:27:28.509>not, <00:27:28.665>uh,

649
00:27:29.325 --> 00:27:30.445
<00:27:29.325>you <00:27:29.493>have <00:27:29.661>to <00:27:29.829>think <00:27:29.997>outside <00:27:30.165>the <00:27:30.332>box.

650
00:27:30.445 --> 00:27:33.285
<00:27:30.445>Literally. <00:27:30.585>You <00:27:30.725>have <00:27:30.865>to <00:27:31.004>realize <00:27:31.145>you <00:27:31.284>can <00:27:31.425>go <00:27:31.564>beyond <00:27:31.705>the <00:27:31.845>end

651
00:27:33.285 --> 00:27:35.325
<00:27:33.285>of <00:27:33.518>the, <00:27:33.751>the <00:27:33.985>third.in <00:27:34.218>the <00:27:34.451>first <00:27:34.685>row

652
00:27:35.745 --> 00:27:37.645
<00:27:35.745>and <00:27:35.900>then <00:27:36.056>you <00:27:36.211>can <00:27:36.367>swoop <00:27:36.522>around <00:27:36.678>and <00:27:36.833>and <00:27:36.989>do <00:27:37.145>it.

653
00:27:38.535 --> 00:27:40.555
<00:27:38.535>The <00:27:38.710>second <00:27:38.885>way <00:27:39.060>is <00:27:39.235>if <00:27:39.410>you've <00:27:39.585>got <00:27:39.760>the <00:27:39.935>paper

654
00:27:40.815 --> 00:27:42.475
<00:27:40.815>or <00:27:40.942>if <00:27:41.069>you <00:27:41.196>use <00:27:41.324>a <00:27:41.451>thick <00:27:41.578>marker, <00:27:41.705>if <00:27:41.833>you <00:27:41.960>used <00:27:42.087>a <00:27:42.215>thick,

655
00:27:42.475 --> 00:27:43.995
<00:27:42.475>thick <00:27:42.670>enough <00:27:42.865>marker, <00:27:43.061>you <00:27:43.256>could <00:27:43.452>do <00:27:43.647>all <00:27:43.842>nine

656
00:27:43.995 --> 00:27:45.115
<00:27:43.995>dots <00:27:44.246>with <00:27:44.499>one <00:27:44.751>line, <00:27:45.003>right?

657
00:27:45.655 --> 00:27:47.075
<00:27:45.655>But <00:27:45.797>the <00:27:45.939>other <00:27:46.081>way <00:27:46.223>is <00:27:46.365>if <00:27:46.507>you <00:27:46.649>fold <00:27:46.791>the <00:27:46.933>paper,

658
00:27:47.135 --> 00:27:50.515
<00:27:47.135>you <00:27:47.310>can <00:27:47.485>do <00:27:47.660>six <00:27:47.835>dots <00:27:48.010>with <00:27:48.185>one <00:27:48.360>thickish <00:27:48.535>line

659
00:27:50.935 --> 00:27:52.555
<00:27:50.935>and <00:27:51.110>then <00:27:51.284>un <00:27:51.460>unfold <00:27:51.635>the <00:27:51.810>paper <00:27:51.985>and <00:27:52.159>fitch <00:27:52.335>off.

660
00:27:53.015 --> 00:27:54.875
<00:27:53.015>And <00:27:53.190>all <00:27:53.365>along <00:27:53.540>you, <00:27:53.715>you <00:27:53.890>pen <00:27:54.065>on <00:27:54.240>the <00:27:54.415>paper.

661
00:27:56.815 --> 00:27:59.595
<00:27:56.815>But <00:27:57.015>Ross <00:27:57.215>Kouf <00:27:57.415>puts <00:27:57.615>it <00:27:57.815>really <00:27:58.015>well <00:27:58.215>here.

662
00:27:59.595 --> 00:28:02.035
<00:27:59.595>He <00:27:59.770>says <00:27:59.945>creativity <00:28:00.120>shackled <00:28:00.295>by <00:28:00.470>self <00:28:00.645>and <00:28:00.820>post <00:28:00.995>constraints.

663
00:28:02.215 --> 00:28:04.475
<00:28:02.215>And <00:28:02.389>therefore <00:28:02.564>the <00:28:02.740>key <00:28:02.915>lies <00:28:03.090>in <00:28:03.264>developing <00:28:03.439>the <00:28:03.615>ability

664
00:28:04.475 --> 00:28:07.755
<00:28:04.475>to <00:28:04.675>identify <00:28:04.875>such <00:28:05.074>constraints <00:28:05.274>and <00:28:05.475>deliberately <00:28:05.675>remove <00:28:05.875>them.

665
00:28:09.115 --> 00:28:11.415
<00:28:09.115>And <00:28:09.255>so <00:28:09.395>in <00:28:09.535>order <00:28:09.675>to <00:28:09.815>find <00:28:09.955>the <00:28:10.095>solution, <00:28:10.235>the <00:28:10.375>top <00:28:10.515>right,

666
00:28:11.505 --> 00:28:12.775
<00:28:11.505>you'd <00:28:11.733>have <00:28:11.962>to <00:28:12.190>break <00:28:12.419>the <00:28:12.648>assumption

667
00:28:12.775 --> 00:28:14.575
<00:28:12.775>that <00:28:13.055>you <00:28:13.335>probably <00:28:13.615>impose <00:28:13.895>on <00:28:14.175>yourself.

668
00:28:15.045 --> 00:28:17.895
<00:28:15.045>That <00:28:15.185>lines <00:28:15.325>must <00:28:15.465>be <00:28:15.605>drawn <00:28:15.745>within <00:28:15.885>the <00:28:16.025>perimeter <00:28:16.165>of <00:28:16.305>the <00:28:16.445>square.

669
00:28:18.125 --> 00:28:20.055
<00:28:18.125>That <00:28:18.300>assumption <00:28:18.475>I <00:28:18.650>held <00:28:18.825>and <00:28:19.000>that <00:28:19.175>prevented <00:28:19.350>me <00:28:19.525>finding

670
00:28:20.635 --> 00:28:22.135
<00:28:20.635>the <00:28:21.085>top <00:28:21.535>right <00:28:21.985>solution.

671
00:28:22.915 --> 00:28:24.975
<00:28:22.915>And <00:28:23.070>to <00:28:23.226>find <00:28:23.381>the <00:28:23.537>bottom <00:28:23.692>one, <00:28:23.848>the <00:28:24.003>assumption <00:28:24.159>you <00:28:24.315>have

672
00:28:24.975 --> 00:28:26.735
<00:28:24.975>to <00:28:25.115>break <00:28:25.254>in <00:28:25.395>your <00:28:25.534>head <00:28:25.675>is <00:28:25.814>that <00:28:25.955>the <00:28:26.094>paper <00:28:26.235>must <00:28:26.375>life

673
00:28:26.755 --> 00:28:27.895
<00:28:26.755>lap <00:28:27.011>whilst <00:28:27.268>lines <00:28:27.524>are <00:28:27.781>drawn.

674
00:28:28.655 --> 00:28:30.095
<00:28:28.655>I <00:28:28.979>held <00:28:29.303>that <00:28:29.627>assumption <00:28:29.951>and

675
00:28:30.095 --> 00:28:33.375
<00:28:30.095>therefore <00:28:30.270>I <00:28:30.445>never <00:28:30.620>found <00:28:30.795>the <00:28:30.970>solution, <00:28:31.145>the <00:28:31.320>bottom <00:28:31.495>right.

676
00:28:34.025 --> 00:28:36.365
<00:28:34.025>So <00:28:34.200>we <00:28:34.375>have <00:28:34.550>to <00:28:34.725>find <00:28:34.900>these <00:28:35.075>assumptions, <00:28:35.250>surface <00:28:35.425>them,

677
00:28:36.365 --> 00:28:38.445
<00:28:36.365>break <00:28:36.565>them <00:28:36.765>for <00:28:36.965>us <00:28:37.165>to <00:28:37.365>have <00:28:37.565>these <00:28:37.765>breakthroughs.

678
00:28:40.035 --> 00:28:43.215
<00:28:40.035>So <00:28:40.235>recap, <00:28:40.435>create <00:28:40.635>solutions <00:28:40.835>often <00:28:41.035>come <00:28:41.235>from <00:28:41.435>surfacing

679
00:28:43.275 --> 00:28:47.425
<00:28:43.275>and <00:28:43.625>reevaluating <00:28:43.975>our <00:28:44.325>assumptions, <00:28:44.675>right?

680
00:28:47.555 --> 00:28:48.785
<00:28:47.555>Let's <00:28:47.776>come <00:28:47.997>back, <00:28:48.219>let's <00:28:48.440>come <00:28:48.662>back.

681
00:28:50.015 --> 00:28:52.555
<00:28:50.015>Um, <00:28:50.215>so <00:28:50.415>this <00:28:50.615>is <00:28:50.815>where <00:28:51.015>we <00:28:51.215>were, <00:28:51.415>um,

682
00:28:53.215 --> 00:28:56.395
<00:28:53.215>and <00:28:53.331>I <00:28:53.448>said <00:28:53.564>I <00:28:53.681>think <00:28:53.798>if <00:28:53.915>we <00:28:54.031>focus <00:28:54.148>on <00:28:54.264>can <00:28:54.381>unwind <00:28:54.498>this <00:28:54.615>woeful

683
00:28:56.395 --> 00:29:00.135
<00:28:56.395>tale, <00:28:56.550>this <00:28:56.706>thing <00:28:56.861>in <00:28:57.017>the <00:28:57.172>bottom <00:28:57.328>left, <00:28:57.483>it's <00:28:57.639>an <00:28:57.795>assumption,

684
00:29:00.835 --> 00:29:03.305
<00:29:00.835>it's <00:29:01.115>a <00:29:01.395>belief <00:29:01.675>question <00:29:01.955>I <00:29:02.235>have.

685
00:29:03.305 --> 00:29:06.815
<00:29:03.305>This <00:29:03.655>is <00:29:04.005>valid, <00:29:04.355>it's <00:29:04.705>not.

686
00:29:07.035 --> 00:29:08.935
<00:29:07.035>So <00:29:07.235>empirically <00:29:07.435>we've <00:29:07.635>seen <00:29:07.835>how <00:29:08.035>it <00:29:08.235>plays <00:29:08.435>out.

687
00:29:10.025 --> 00:29:12.175
<00:29:10.025>Maximizing <00:29:10.258>staff <00:29:10.491>utilization <00:29:10.725>doesn't <00:29:10.958>increase <00:29:11.191>the <00:29:11.425>rate

688
00:29:12.175 --> 00:29:13.895
<00:29:12.175>of <00:29:12.455>delivery <00:29:12.735>'cause <00:29:13.014>your <00:29:13.294>staff <00:29:13.575>leave.

689
00:29:14.575 --> 00:29:16.415
<00:29:14.575>'cause <00:29:14.808>they <00:29:15.041>need <00:29:15.275>to <00:29:15.508>learn <00:29:15.741>intrinsic <00:29:15.975>motivation

690
00:29:16.915 --> 00:29:20.015
<00:29:16.915>and <00:29:17.115>it <00:29:17.315>means <00:29:17.514>that <00:29:17.715>they <00:29:17.915>can't <00:29:18.115>learn <00:29:18.315>and

691
00:29:20.015 --> 00:29:21.535
<00:29:20.015>therefore <00:29:20.167>they <00:29:20.319>don't <00:29:20.471>have <00:29:20.623>the <00:29:20.775>skills <00:29:20.927>they <00:29:21.079>need <00:29:21.231>to <00:29:21.383>deliver

692
00:29:22.135 --> 00:29:24.735
<00:29:22.135>upcoming <00:29:22.290>projects <00:29:22.446>and <00:29:22.601>therefore <00:29:22.757>they <00:29:22.912>have <00:29:23.068>to <00:29:23.223>work <00:29:23.379>on <00:29:23.535>that.

693
00:29:24.735 --> 00:29:25.935
<00:29:24.735>The <00:29:24.951>few <00:29:25.167>people <00:29:25.382>with <00:29:25.599>the <00:29:25.815>skills

694
00:29:25.935 --> 00:29:28.295
<00:29:25.935>that <00:29:26.110>are <00:29:26.284>rare <00:29:26.460>need <00:29:26.635>to <00:29:26.810>work <00:29:26.985>on <00:29:27.159>many <00:29:27.335>projects.

695
00:29:28.295 --> 00:29:29.295
<00:29:28.295>So <00:29:28.595>we <00:29:28.895>create <00:29:29.195>bottlenecks.

696
00:29:30.125 --> 00:29:33.025
<00:29:30.125>So <00:29:30.405>maximizing <00:29:30.685>staff <00:29:30.965>utilization <00:29:31.245>is <00:29:31.525>bottlenecks.

697
00:29:33.085 --> 00:29:35.705
<00:29:33.085>But <00:29:33.318>we <00:29:33.551>also <00:29:33.785>theoretically <00:29:34.018>from <00:29:34.251>kings's <00:29:34.485>formula

698
00:29:36.055 --> 00:29:40.905
<00:29:36.055>that <00:29:36.210>maximizing, <00:29:36.366>um, <00:29:36.521>a <00:29:36.677>resource <00:29:36.832>like <00:29:36.988>a <00:29:37.143>CPU, <00:29:37.299>uh, <00:29:37.455>or

699
00:29:41.085 --> 00:29:45.385
<00:29:41.085>otherwise, <00:29:41.318>or <00:29:41.551>a <00:29:41.785>staff, <00:29:42.018>if <00:29:42.251>we <00:29:42.485>maxim,

700
00:29:45.385 --> 00:29:47.785
<00:29:45.385>if <00:29:45.560>we <00:29:45.735>utilize <00:29:45.910>them, <00:29:46.085>if <00:29:46.260>we <00:29:46.435>as <00:29:46.610>we <00:29:46.785>start

701
00:29:47.785 --> 00:29:52.385
<00:29:47.785>to <00:29:47.912>utilize <00:29:48.039>them <00:29:48.166>more <00:29:48.294>than <00:29:48.421>80% <00:29:48.548>q <00:29:48.675>lengths <00:29:48.803>in <00:29:48.930>front <00:29:49.057>of <00:29:49.185>those

702
00:29:53.065 --> 00:29:57.745
<00:29:53.065>resources <00:29:53.205>or <00:29:53.345>those <00:29:53.485>staff <00:29:53.625>or <00:29:53.765>teams <00:29:53.905>start <00:29:54.045>to <00:29:54.185>grow <00:29:54.325>to <00:29:54.465>infinity.

703
00:29:58.245 --> 00:30:03.235
<00:29:58.245>So <00:29:58.372>theoretically <00:29:58.499>we <00:29:58.626>know <00:29:58.754>that <00:29:58.881>if <00:29:59.008>we, <00:29:59.135>if <00:29:59.263>we <00:29:59.390>keep <00:29:59.517>people <00:29:59.645>busy,

704
00:30:04.135 --> 00:30:08.075
<00:30:04.135>things <00:30:04.275>busy, <00:30:04.415>uh, <00:30:04.555>beyond <00:30:04.695>80% <00:30:04.835>q <00:30:04.975>length <00:30:05.115>will <00:30:05.254>grow <00:30:05.395>to <00:30:05.535>affinity

705
00:30:08.855 --> 00:30:11.835
<00:30:08.855>and <00:30:09.135>we <00:30:09.415>won't <00:30:09.695>have <00:30:09.975>timeliness <00:30:10.255>delivery.

706
00:30:13.505 --> 00:30:15.485
<00:30:13.505>Um, <00:30:13.738>and <00:30:13.971>so <00:30:14.205>Noah, <00:30:14.438>my <00:30:14.671>mentor <00:30:14.905>kind

707
00:30:15.485 --> 00:30:16.485
<00:30:15.485>of <00:30:15.784>suggests <00:30:16.084>really <00:30:16.385>interesting.

708
00:30:16.485 --> 00:30:19.925
<00:30:16.485>He <00:30:16.640>says, <00:30:16.796>well, <00:30:16.951>okay, <00:30:17.107>if <00:30:17.262>at <00:30:17.418>above <00:30:17.573>80% <00:30:17.729>q <00:30:17.885>length

709
00:30:20.805 --> 00:30:24.955
<00:30:20.805>becomes <00:30:21.085>too <00:30:21.365>wasteful, <00:30:21.645>then <00:30:21.925>why <00:30:22.205>not?

710
00:30:25.425 --> 00:30:28.555
<00:30:25.425>Instead <00:30:25.600>of <00:30:25.774>trying <00:30:25.950>to <00:30:26.125>keep <00:30:26.300>busy <00:30:26.475>people <00:30:26.649>fully <00:30:26.825>utilized,

711
00:30:28.735 --> 00:30:32.915
<00:30:28.735>why <00:30:28.875>not, <00:30:29.014>why <00:30:29.155>don't <00:30:29.294>we <00:30:29.435>just <00:30:29.574>plan <00:30:29.715>to <00:30:29.854>40% <00:30:29.995>of <00:30:30.135>people's

712
00:30:32.915 --> 00:30:33.915
<00:30:32.915>or <00:30:33.365>teams <00:30:33.815>capacity?

713
00:30:35.595 --> 00:30:39.855
<00:30:35.595>And <00:30:35.735>that <00:30:35.875>means <00:30:36.015>that <00:30:36.155>we'll <00:30:36.295>then <00:30:36.435>have <00:30:36.575>20% <00:30:36.715>or <00:30:36.855>unplanned <00:30:36.995>work

714
00:30:40.555 --> 00:30:42.655
<00:30:40.555>and <00:30:40.905>20% <00:30:41.255>for <00:30:41.605>continuous <00:30:41.955>improvement.

715
00:30:42.915 --> 00:30:45.295
<00:30:42.915>And <00:30:43.090>even <00:30:43.264>then <00:30:43.440>we <00:30:43.615>would <00:30:43.790>be <00:30:43.965>going <00:30:44.139>above <00:30:44.315>80%

716
00:30:47.055 --> 00:30:49.275
<00:30:47.055>and <00:30:47.255>that <00:30:47.455>way <00:30:47.655>our <00:30:47.855>q <00:30:48.055>length <00:30:48.255>wouldn't <00:30:48.455>increase

717
00:30:49.275 --> 00:30:50.515
<00:30:49.275>towards <00:30:49.833>towards <00:30:50.391>infinity.

718
00:30:51.015 --> 00:30:53.355
<00:30:51.015>And <00:30:51.142>so <00:30:51.269>what <00:30:51.396>I'm <00:30:51.524>curious <00:30:51.651>about <00:30:51.778>is <00:30:51.905>if <00:30:52.033>we <00:30:52.160>swapped <00:30:52.287>out <00:30:52.415>the

719
00:30:53.355 --> 00:30:55.195
<00:30:53.355>assumption <00:30:53.588>in <00:30:53.821>the <00:30:54.055>bottom <00:30:54.288>left, <00:30:54.521>the <00:30:54.755>assumption

720
00:30:55.265 --> 00:30:56.555
<00:30:55.265>held <00:30:55.497>in <00:30:55.729>the <00:30:55.961>minds <00:30:56.193>of <00:30:56.426>managers.

721
00:30:57.135 --> 00:30:58.635
<00:30:57.135>So <00:30:57.472>instead <00:30:57.810>of <00:30:58.147>them <00:30:58.485>believing

722
00:30:58.635 --> 00:31:00.755
<00:30:58.635>that <00:30:58.835>staff <00:30:59.035>utilization <00:30:59.235>increased <00:30:59.435>the <00:30:59.635>rate <00:30:59.835>of <00:31:00.035>delivery,

723
00:31:00.995 --> 00:31:02.915
<00:31:00.995>'cause <00:31:01.195>clearly <00:31:01.395>it <00:31:01.594>doesn't <00:31:01.794>and <00:31:01.995>theoretically <00:31:02.195>it <00:31:02.395>doesn't.

724
00:31:03.455 --> 00:31:06.315
<00:31:03.455>But <00:31:03.610>instead <00:31:03.766>work <00:31:03.921>to <00:31:04.077>the <00:31:04.232>assumption <00:31:04.388>that <00:31:04.543>net's <00:31:04.699>plan <00:31:04.855>worked

725
00:31:06.315 --> 00:31:07.915
<00:31:06.315>to <00:31:06.665>40% <00:31:07.015>of <00:31:07.365>staff <00:31:07.715>utilization

726
00:31:08.595 --> 00:31:11.245
<00:31:08.595>because <00:31:08.770>that <00:31:08.945>will <00:31:09.120>actually <00:31:09.295>increase <00:31:09.470>the <00:31:09.645>rate <00:31:09.820>of <00:31:09.995>delivery.

727
00:31:11.245 --> 00:31:14.115
<00:31:11.245>What <00:31:11.711>would <00:31:12.178>happen? <00:31:12.645>Um,

728
00:31:14.135 --> 00:31:15.595
<00:31:14.135>before <00:31:14.322>we <00:31:14.510>do, <00:31:14.698>let <00:31:14.885>me <00:31:15.073>just <00:31:15.261>recap <00:31:15.449>again.

729
00:31:15.595 --> 00:31:17.235
<00:31:15.595>Can <00:31:15.735>we <00:31:15.875>go <00:31:16.015>a <00:31:16.155>bit <00:31:16.295>there? <00:31:16.435>So <00:31:16.575>often <00:31:16.715>the <00:31:16.855>underly <00:31:16.995>cause

730
00:31:17.235 --> 00:31:19.675
<00:31:17.235>of <00:31:17.409>obstacles <00:31:17.584>is <00:31:17.760>an <00:31:17.935>assumption <00:31:18.110>that <00:31:18.284>no <00:31:18.459>longer <00:31:18.635>stance

731
00:31:20.415 --> 00:31:21.915
<00:31:20.415>and <00:31:20.685>correct <00:31:20.955>that <00:31:21.225>assumption <00:31:21.495>can <00:31:21.764>help

732
00:31:21.915 --> 00:31:23.155
<00:31:21.915>dissolve <00:31:22.287>the <00:31:22.658>prominence <00:31:23.031>effects.

733
00:31:24.875 --> 00:31:27.245
<00:31:24.875>Um, <00:31:25.341>another <00:31:25.808>question <00:31:26.275>here,

734
00:31:27.865 --> 00:31:29.485
<00:31:27.865>and <00:31:28.065>I <00:31:28.265>promise <00:31:28.465>I'll <00:31:28.665>then <00:31:28.865>play <00:31:29.065>this <00:31:29.265>out.

735
00:31:29.675 --> 00:31:32.085
<00:31:29.675>Another <00:31:29.850>question <00:31:30.024>I <00:31:30.200>have <00:31:30.375>is <00:31:30.550>where <00:31:30.725>could <00:31:30.899>technology <00:31:31.075>help

736
00:31:32.085 --> 00:31:35.445
<00:31:32.085>and <00:31:32.260>sort <00:31:32.435>of <00:31:32.610>jump <00:31:32.785>to <00:31:32.960>one <00:31:33.135>potential <00:31:33.310>solution <00:31:33.485>with

737
00:31:35.445 --> 00:31:36.765
<00:31:35.445>that <00:31:35.643>I <00:31:35.841>often <00:31:36.039>receive, <00:31:36.237>which <00:31:36.435>is, <00:31:36.633>well,

738
00:31:36.765 --> 00:31:38.285
<00:31:36.765>why <00:31:37.038>don't <00:31:37.312>we <00:31:37.585>automate <00:31:37.859>manual <00:31:38.133>tasks?

739
00:31:38.795 --> 00:31:41.265
<00:31:38.795>Because <00:31:39.075>automation <00:31:39.355>is, <00:31:39.635>is, <00:31:39.915>is <00:31:40.195>invoke

740
00:31:41.325 --> 00:31:42.505
<00:31:41.325>and <00:31:41.590>it <00:31:41.856>is <00:31:42.121>sometimes <00:31:42.387>helpful.

741
00:31:44.195 --> 00:31:46.295
<00:31:44.195>Um, <00:31:44.350>but <00:31:44.506>the <00:31:44.661>problem <00:31:44.817>is <00:31:44.972>if <00:31:45.128>we <00:31:45.283>automate <00:31:45.439>manual <00:31:45.595>tasks,

742
00:31:46.805 --> 00:31:48.495
<00:31:46.805>then <00:31:47.085>maybe <00:31:47.365>we'll <00:31:47.645>create <00:31:47.925>some <00:31:48.205>relief.

743
00:31:48.995 --> 00:31:51.495
<00:31:48.995>Um, <00:31:49.135>at <00:31:49.274>this <00:31:49.415>point <00:31:49.554>here <00:31:49.695>on <00:31:49.834>the <00:31:49.975>left <00:31:50.114>hand <00:31:50.254>side, <00:31:50.395>maybe

744
00:31:51.555 --> 00:31:54.095
<00:31:51.555>for <00:31:51.682>a <00:31:51.809>little <00:31:51.936>while, <00:31:52.064>staff <00:31:52.191>will <00:31:52.318>have <00:31:52.445>a <00:31:52.573>little <00:31:52.700>bit <00:31:52.827>more <00:31:52.955>time.

745
00:31:54.525 --> 00:31:56.455
<00:31:54.525>They <00:31:54.758>won't <00:31:54.991>be <00:31:55.225>fully <00:31:55.458>utilized <00:31:55.691>for <00:31:55.925>projects.

746
00:31:56.455 --> 00:31:57.775
<00:31:56.455>They'll <00:31:56.653>have <00:31:56.851>a <00:31:57.049>little <00:31:57.247>bit <00:31:57.445>of <00:31:57.643>time

747
00:31:59.265 --> 00:32:01.725
<00:31:59.265>and <00:31:59.392>that <00:31:59.519>means <00:31:59.646>that <00:31:59.774>they <00:31:59.901>might <00:32:00.028>have <00:32:00.155>a <00:32:00.283>little <00:32:00.410>bit <00:32:00.537>of <00:32:00.665>time

748
00:32:02.185 --> 00:32:05.085
<00:32:02.185>to <00:32:02.385>develop <00:32:02.585>the <00:32:02.784>skills <00:32:02.985>that <00:32:03.185>matter <00:32:03.385>to <00:32:03.585>them.

749
00:32:05.545 --> 00:32:09.005
<00:32:05.545>And <00:32:05.672>so <00:32:05.799>some <00:32:05.926>skills <00:32:06.054>are <00:32:06.181>no <00:32:06.308>longer <00:32:06.435>rare <00:32:06.563>and <00:32:06.690>they <00:32:06.817>won't <00:32:06.945>quit.

750
00:32:10.095 --> 00:32:12.115
<00:32:10.095>The <00:32:10.295>problem <00:32:10.495>is <00:32:10.695>we <00:32:10.895>can't <00:32:11.095>go <00:32:11.295>any <00:32:11.495>further

751
00:32:12.465 --> 00:32:14.675
<00:32:12.465>because <00:32:12.745>if <00:32:13.024>managers <00:32:13.304>believe <00:32:13.584>they <00:32:13.865>need

752
00:32:14.675 --> 00:32:15.915
<00:32:14.675>to <00:32:14.860>keep <00:32:15.047>everyone <00:32:15.233>busy <00:32:15.418>all <00:32:15.605>their <00:32:15.791>time

753
00:32:15.915 --> 00:32:17.475
<00:32:15.915>to <00:32:16.148>deliver <00:32:16.381>more <00:32:16.615>in <00:32:16.848>any <00:32:17.081>given <00:32:17.315>period,

754
00:32:17.585 --> 00:32:19.795
<00:32:17.585>they'll <00:32:17.785>see <00:32:17.985>their <00:32:18.185>staff <00:32:18.385>have <00:32:18.585>some <00:32:18.785>free <00:32:18.985>time.

755
00:32:20.215 --> 00:32:21.675
<00:32:20.215>And <00:32:20.402>what <00:32:20.590>will <00:32:20.778>they <00:32:20.965>do? <00:32:21.153>They'll <00:32:21.341>use <00:32:21.529>that.

756
00:32:22.625 --> 00:32:25.315
<00:32:22.625>They <00:32:22.825>will <00:32:23.025>believe <00:32:23.225>not <00:32:23.425>because <00:32:23.625>they're <00:32:23.825>bad, <00:32:24.025>but

757
00:32:25.315 --> 00:32:27.675
<00:32:25.315>because <00:32:25.455>there's <00:32:25.595>a <00:32:25.735>belief <00:32:25.875>that <00:32:26.015>they <00:32:26.155>have <00:32:26.295>that <00:32:26.435>in <00:32:26.575>order <00:32:26.715>to,

758
00:32:28.015 --> 00:32:31.275
<00:32:28.015>um, <00:32:28.170>achieve <00:32:28.326>their <00:32:28.481>outcomes <00:32:28.637>for <00:32:28.792>the <00:32:28.948>organization <00:32:29.103>as <00:32:29.259>a <00:32:29.415>whole.

759
00:32:31.855 --> 00:32:32.865
<00:32:31.855>They <00:32:32.036>need <00:32:32.218>to <00:32:32.400>keep <00:32:32.582>people <00:32:32.764>busy.

760
00:32:32.865 --> 00:32:34.065
<00:32:32.865>It's <00:32:33.081>their, <00:32:33.297>it's <00:32:33.513>their <00:32:33.729>duty <00:32:33.945>as

761
00:32:34.065 --> 00:32:36.855
<00:32:34.065>managers, <00:32:34.345>and <00:32:34.625>I've <00:32:34.905>done <00:32:35.185>this <00:32:35.465>too.

762
00:32:37.835 --> 00:32:40.205
<00:32:37.835>Um, <00:32:38.068>so <00:32:38.301>we <00:32:38.535>won't <00:32:38.768>go <00:32:39.001>any <00:32:39.235>further.

763
00:32:40.725 --> 00:32:43.685
<00:32:40.725>Managers <00:32:40.925>will <00:32:41.125>see <00:32:41.324>that <00:32:41.524>people <00:32:41.725>have <00:32:41.925>spare <00:32:42.125>capacity

764
00:32:43.685 --> 00:32:45.485
<00:32:43.685>and <00:32:43.860>they'll <00:32:44.034>make <00:32:44.210>sure <00:32:44.385>that <00:32:44.560>spare <00:32:44.735>capacity <00:32:44.909>is <00:32:45.085>best

765
00:32:45.765 --> 00:32:46.965
<00:32:45.765>utilized <00:32:46.305>with <00:32:46.845>projects.

766
00:32:47.955 --> 00:32:50.295
<00:32:47.955>So <00:32:48.095>in <00:32:48.235>order <00:32:48.375>to <00:32:48.514>go <00:32:48.655>any <00:32:48.794>further, <00:32:48.935>we <00:32:49.074>need <00:32:49.215>to <00:32:49.355>change

767
00:32:50.295 --> 00:32:51.895
<00:32:50.295>that <00:32:50.645>assumption <00:32:50.995>that <00:32:51.345>managers <00:32:51.695>hold.

768
00:32:52.435 --> 00:32:56.595
<00:32:52.435>We <00:32:52.542>need <00:32:52.650>to <00:32:52.758>swap <00:32:52.865>it <00:32:52.973>out. <00:32:53.081>We <00:32:53.188>need <00:32:53.296>to <00:32:53.404>make <00:32:53.511>sure <00:32:53.619>they <00:32:53.727>plan <00:32:53.835>work

769
00:32:56.595 --> 00:32:58.755
<00:32:56.595>to <00:32:56.945>40% <00:32:57.295>of <00:32:57.645>staff <00:32:57.995>capacity.

770
00:32:58.755 --> 00:33:01.475
<00:32:58.755>And <00:32:58.910>what <00:32:59.066>does <00:32:59.221>that <00:32:59.377>mean? <00:32:59.532>If <00:32:59.688>we <00:32:59.843>do <00:32:59.999>that, <00:33:00.155>then

771
00:33:02.125 --> 00:33:04.915
<00:33:02.125>staff <00:33:02.300>time <00:33:02.475>really <00:33:02.650>won't <00:33:02.825>be <00:33:03.000>fully <00:33:03.175>ized <00:33:03.350>for <00:33:03.525>projects.

772
00:33:06.295 --> 00:33:09.625
<00:33:06.295>They'll <00:33:06.450>only <00:33:06.606>be <00:33:06.761>40% <00:33:06.917>focused <00:33:07.072>on <00:33:07.228>projects <00:33:07.383>in <00:33:07.539>this <00:33:07.695>case.

773
00:33:10.005 --> 00:33:12.585
<00:33:10.005>And <00:33:10.180>then <00:33:10.355>they'll <00:33:10.530>have <00:33:10.705>a <00:33:10.880>buffer <00:33:11.055>for <00:33:11.230>continuous <00:33:11.405>improvement,

774
00:33:12.625 --> 00:33:15.385
<00:33:12.625>a <00:33:12.905>buffer <00:33:13.185>for <00:33:13.465>um, <00:33:13.745>unplanned <00:33:14.025>work.

775
00:33:15.525 --> 00:33:19.025
<00:33:15.525>And <00:33:15.665>they'll <00:33:15.805>still <00:33:15.945>have <00:33:16.085>time <00:33:16.225>left <00:33:16.365>over <00:33:16.505>so <00:33:16.645>they <00:33:16.785>can <00:33:16.925>learn

776
00:33:19.405 --> 00:33:21.265
<00:33:19.405>and <00:33:19.560>they <00:33:19.716>can <00:33:19.871>develop <00:33:20.027>the <00:33:20.182>skills <00:33:20.338>that <00:33:20.493>matter <00:33:20.649>to <00:33:20.805>them.

777
00:33:21.485 --> 00:33:23.545
<00:33:21.485>And <00:33:21.625>that <00:33:21.764>means <00:33:21.905>that <00:33:22.044>some <00:33:22.185>skills <00:33:22.324>will <00:33:22.465>no <00:33:22.604>longer <00:33:22.745>be <00:33:22.885>rare

778
00:33:24.045 --> 00:33:25.065
<00:33:24.045>and <00:33:24.351>staff <00:33:24.657>won't <00:33:24.963>quit.

779
00:33:25.265 --> 00:33:27.145
<00:33:25.265>'cause <00:33:25.420>they <00:33:25.576>can <00:33:25.731>learn <00:33:25.887>on <00:33:26.042>their <00:33:26.198>job, <00:33:26.353>they <00:33:26.509>can <00:33:26.665>learn

780
00:33:27.145 --> 00:33:29.145
<00:33:27.145>where <00:33:27.300>they <00:33:27.456>are, <00:33:27.611>they <00:33:27.767>don't <00:33:27.922>need <00:33:28.078>to <00:33:28.233>go <00:33:28.389>to <00:33:28.545>competitors.

781
00:33:30.205 --> 00:33:31.945
<00:33:30.205>And <00:33:30.405>if <00:33:30.605>staff <00:33:30.804>don't <00:33:31.004>quit, <00:33:31.205>it <00:33:31.405>means <00:33:31.605>that

782
00:33:32.925 --> 00:33:34.985
<00:33:32.925>the <00:33:33.158>remaining <00:33:33.391>staff <00:33:33.625>aren't <00:33:33.858>spread <00:33:34.091>more <00:33:34.325>thinly

783
00:33:35.015 --> 00:33:36.225
<00:33:35.015>because <00:33:35.287>there's <00:33:35.559>more <00:33:35.831>of <00:33:36.103>them.

784
00:33:38.095 --> 00:33:40.635
<00:33:38.095>And <00:33:38.235>also <00:33:38.375>it <00:33:38.515>means <00:33:38.655>that <00:33:38.795>if <00:33:38.935>some <00:33:39.075>skills <00:33:39.215>no <00:33:39.355>longer <00:33:39.495>rare,

785
00:33:41.065 --> 00:33:43.395
<00:33:41.065>then <00:33:41.298>many <00:33:41.531>staff <00:33:41.765>work <00:33:41.998>across <00:33:42.231>many <00:33:42.465>pro.

786
00:33:43.695 --> 00:33:46.675
<00:33:43.695>Uh, <00:33:43.822>many <00:33:43.949>staff <00:33:44.076>work <00:33:44.204>on <00:33:44.331>just <00:33:44.458>one <00:33:44.585>project <00:33:44.713>at <00:33:44.840>any <00:33:44.967>one <00:33:45.095>time.

787
00:33:47.055 --> 00:33:50.475
<00:33:47.055>We <00:33:47.195>don't <00:33:47.335>have <00:33:47.475>just <00:33:47.615>a <00:33:47.755>few <00:33:47.895>staff <00:33:48.035>spread <00:33:48.175>across <00:33:48.315>many <00:33:48.455>projects,

788
00:33:50.565 --> 00:33:52.715
<00:33:50.565>which <00:33:50.798>means <00:33:51.031>that <00:33:51.265>projects <00:33:51.498>don't <00:33:51.731>progress <00:33:51.965>slowly

789
00:33:53.335 --> 00:33:54.755
<00:33:53.335>and <00:33:53.590>the <00:33:53.846>projects <00:33:54.101>don't <00:33:54.357>progress <00:33:54.613>slowly.

790
00:33:55.115 --> 00:33:56.435
<00:33:55.115>Customers <00:33:55.313>no <00:33:55.511>longer <00:33:55.709>need <00:33:55.907>to <00:33:56.105>go <00:33:56.303>elsewhere.

791
00:33:57.375 --> 00:33:58.995
<00:33:57.375>And <00:33:57.655>that <00:33:57.935>means <00:33:58.215>margins <00:33:58.495>don't <00:33:58.775>reduce.

792
00:33:59.135 --> 00:34:01.915
<00:33:59.135>So <00:33:59.275>we <00:33:59.415>unwind <00:33:59.555>the <00:33:59.695>problem <00:33:59.835>one <00:33:59.975>piece <00:34:00.115>at <00:34:00.254>a <00:34:00.395>time <00:34:00.535>just

793
00:34:01.915 --> 00:34:03.835
<00:34:01.915>by <00:34:02.090>changing <00:34:02.264>that <00:34:02.440>assumption <00:34:02.615>on <00:34:02.790>the <00:34:02.965>left <00:34:03.139>hand <00:34:03.315>side,

794
00:34:03.855 --> 00:34:04.915
<00:34:03.855>it <00:34:04.331>dissolves <00:34:04.809>itself.

795
00:34:06.345 --> 00:34:08.685
<00:34:06.345>So <00:34:06.520>recap, <00:34:06.695>automation <00:34:06.870>may <00:34:07.045>provide <00:34:07.220>some <00:34:07.395>short <00:34:07.570>term <00:34:07.745>relief

796
00:34:08.685 --> 00:34:11.645
<00:34:08.685>to <00:34:08.884>overwhelm <00:34:09.085>staff, <00:34:09.284>but <00:34:09.485>all <00:34:09.685>projects <00:34:09.884>will <00:34:10.085>remain.

797
00:34:11.705 --> 00:34:13.565
<00:34:11.705>So <00:34:11.938>all <00:34:12.171>problems <00:34:12.404>will <00:34:12.638>remain <00:34:12.871>if <00:34:13.105>staff

798
00:34:14.235 --> 00:34:15.965
<00:34:14.235>time <00:34:14.515>is <00:34:14.795>fully <00:34:15.075>utilized <00:34:15.355>for <00:34:15.635>projects.

799
00:34:17.375 --> 00:34:19.275
<00:34:17.375>And <00:34:17.574>therefore <00:34:17.775>we <00:34:17.975>need <00:34:18.175>to <00:34:18.375>change <00:34:18.574>the <00:34:18.775>assumption

800
00:34:19.335 --> 00:34:22.035
<00:34:19.335>and <00:34:19.490>the <00:34:19.646>minds <00:34:19.801>of <00:34:19.957>the <00:34:20.112>managers <00:34:20.268>to <00:34:20.423>change <00:34:20.579>the <00:34:20.735>behavior

801
00:34:22.055 --> 00:34:23.355
<00:34:22.054>and <00:34:22.347>then <00:34:22.639>dissolve <00:34:22.932>the <00:34:23.225>problem.

802
00:34:25.125 --> 00:34:27.115
<00:34:25.125>These <00:34:25.405>are <00:34:25.685>some <00:34:25.965>other <00:34:26.245>invalidated <00:34:26.525>assumptions.

803
00:34:27.895 --> 00:34:31.235
<00:34:27.895>Um, <00:34:28.070>managers <00:34:28.245>can <00:34:28.420>motivate <00:34:28.594>staff, <00:34:28.770>good <00:34:28.945>staff <00:34:29.120>perform <00:34:29.295>better.

804
00:34:31.345 --> 00:34:33.675
<00:34:31.344>Improving <00:34:31.520>parts <00:34:31.694>of <00:34:31.870>an <00:34:32.044>organization <00:34:32.219>will <00:34:32.395>improve <00:34:32.569>the <00:34:32.745>whole

805
00:34:33.985 --> 00:34:37.405
<00:34:33.985>releasing <00:34:34.335>software <00:34:34.685>risk <00:34:35.035>system <00:34:35.385>availability.

806
00:34:37.925 --> 00:34:39.805
<00:34:37.925>Managing <00:34:38.125>costs <00:34:38.325>will <00:34:38.525>reduce <00:34:38.725>costs <00:34:38.925>or <00:34:39.125>reduce <00:34:39.325>costs.

807
00:34:39.815 --> 00:34:41.245
<00:34:39.815>These <00:34:40.072>are <00:34:40.329>all <00:34:40.587>assumptions <00:34:40.844>I've <00:34:41.101>hold.

808
00:34:41.795 --> 00:34:43.165
<00:34:41.795>I've <00:34:42.103>held, <00:34:42.411>sorry <00:34:42.719>and <00:34:43.027>some

809
00:34:43.165 --> 00:34:46.205
<00:34:43.165>of <00:34:43.340>them <00:34:43.514>I <00:34:43.690>still <00:34:43.864>cling <00:34:44.040>onto <00:34:44.215>without <00:34:44.389>realizing, <00:34:44.565>uh,

810
00:34:46.205 --> 00:34:47.205
<00:34:46.205>when <00:34:46.505>I <00:34:46.804>make <00:34:47.105>decisions.

811
00:34:47.745 --> 00:34:50.445
<00:34:47.745>But <00:34:47.944>they're <00:34:48.145>all <00:34:48.344>in, <00:34:48.545>in <00:34:48.745>many <00:34:48.944>circumstances <00:34:49.145>incorrect.

812
00:34:50.825 --> 00:34:54.605
<00:34:50.824>And <00:34:50.941>the <00:34:51.058>books <00:34:51.174>I <00:34:51.291>will <00:34:51.408>point <00:34:51.524>to <00:34:51.641>at <00:34:51.758>the <00:34:51.875>end <00:34:51.991>help, <00:34:52.108>uh, <00:34:52.225>unwind.

813
00:34:54.645 --> 00:34:55.885
<00:34:54.645>I <00:34:54.868>think <00:34:55.091>all <00:34:55.314>of <00:34:55.537>these <00:34:55.761>actually.

814
00:34:56.915 --> 00:34:59.775
<00:34:56.915>Um, <00:34:57.042>but <00:34:57.169>if <00:34:57.296>I <00:34:57.424>was <00:34:57.551>to <00:34:57.678>summarize <00:34:57.805>this <00:34:57.933>whole <00:34:58.060>presentation <00:34:58.187>in <00:34:58.315>one

815
00:34:59.775 --> 00:35:01.775
<00:34:59.775>quote <00:34:59.930>and <00:35:00.086>of <00:35:00.241>course <00:35:00.397>the <00:35:00.552>Russell <00:35:00.708>KO <00:35:00.863>quotes, <00:35:01.019>we <00:35:01.175>had

816
00:35:01.775 --> 00:35:02.815
<00:35:01.775>so <00:35:01.931>many <00:35:02.087>and <00:35:02.243>they're <00:35:02.399>all <00:35:02.555>so <00:35:02.711>good.

817
00:35:03.315 --> 00:35:06.095
<00:35:03.315>The <00:35:03.490>principle <00:35:03.665>of <00:35:03.840>obstruction <00:35:04.015>to <00:35:04.190>an <00:35:04.365>organization <00:35:04.540>getting <00:35:04.715>to

818
00:35:06.095 --> 00:35:09.135
<00:35:06.095>where <00:35:06.222>its <00:35:06.349>managers <00:35:06.476>most <00:35:06.604>want <00:35:06.731>it <00:35:06.858>to <00:35:06.985>be <00:35:07.113>lies <00:35:07.240>in <00:35:07.367>the <00:35:07.495>minds

819
00:35:09.135 --> 00:35:11.095
<00:35:09.135>of <00:35:09.368>its <00:35:09.601>managers, <00:35:09.835>lies <00:35:10.068>in <00:35:10.301>the <00:35:10.535>assumptions

820
00:35:11.095 --> 00:35:14.255
<00:35:11.095>that <00:35:11.375>hold <00:35:11.654>the <00:35:11.935>organization <00:35:12.214>back, <00:35:12.495>right?

821
00:35:14.435 --> 00:35:16.495
<00:35:14.435>So <00:35:15.134>summarize <00:35:15.835>everything.

822
00:35:16.585 --> 00:35:18.775
<00:35:16.585>Technology <00:35:16.818>can <00:35:17.051>bring <00:35:17.285>bottom <00:35:17.518>line <00:35:17.751>benefits <00:35:17.985>if

823
00:35:18.775 --> 00:35:21.135
<00:35:18.775>and <00:35:19.008>only <00:35:19.241>if <00:35:19.475>it <00:35:19.708>diminishes <00:35:19.941>a <00:35:20.175>bottleneck

824
00:35:21.135 --> 00:35:22.255
<00:35:21.135>to <00:35:21.387>throughput <00:35:21.639>and <00:35:21.891>therefore <00:35:22.143>revenue.

825
00:35:22.675 --> 00:35:27.435
<00:35:22.675>If <00:35:22.875>we <00:35:23.075>focused <00:35:23.275>our <00:35:23.475>improvement <00:35:23.675>anywhere <00:35:23.875>except, <00:35:24.075>um,

826
00:35:27.575 --> 00:35:29.355
<00:35:27.575>if <00:35:27.774>we, <00:35:27.975>if <00:35:28.174>we <00:35:28.375>focused <00:35:28.575>our <00:35:28.774>improvement <00:35:28.975>anywhere

827
00:35:29.455 --> 00:35:32.675
<00:35:29.455>but <00:35:29.630>where <00:35:29.805>the <00:35:29.980>developers, <00:35:30.154>we <00:35:30.330>would <00:35:30.505>generate <00:35:30.680>no <00:35:30.855>improvement.

828
00:35:32.675 --> 00:35:35.575
<00:35:32.675>As <00:35:32.908>you <00:35:33.141>saw, <00:35:33.375>we <00:35:33.608>have <00:35:33.841>a <00:35:34.075>queue

829
00:35:35.575 --> 00:35:37.700
<00:35:35.575>of <00:35:35.774>work <00:35:35.975>accumulating <00:35:36.174>front <00:35:36.375>of <00:35:36.575>of <00:35:36.774>the <00:35:36.975>developers.

830
00:35:37.700 --> 00:35:40.545
<00:35:37.700>The <00:35:37.827>developers <00:35:37.954>we <00:35:38.081>needed <00:35:38.209>to <00:35:38.336>help <00:35:38.463>if <00:35:38.590>we <00:35:38.718>didn't <00:35:38.845>help <00:35:38.972>them <00:35:39.100>work

831
00:35:40.545 --> 00:35:41.585
<00:35:40.545>with <00:35:40.779>just <00:35:41.013>q <00:35:41.247>up <00:35:41.481>faster.

832
00:35:42.555 --> 00:35:44.735
<00:35:42.555>So <00:35:42.710>we <00:35:42.866>need <00:35:43.021>to <00:35:43.177>focus <00:35:43.332>on <00:35:43.488>the <00:35:43.643>bottleneck <00:35:43.799>improvement <00:35:43.955>anywhere

833
00:35:44.735 --> 00:35:46.975
<00:35:44.735>else <00:35:45.085>is <00:35:45.435>a <00:35:45.785>waste <00:35:46.135>assu.

834
00:35:47.115 --> 00:35:50.015
<00:35:47.115>And <00:35:47.270>we <00:35:47.426>then <00:35:47.581>need <00:35:47.737>to <00:35:47.892>assu <00:35:48.048>we <00:35:48.203>any <00:35:48.359>assumptions <00:35:48.515>perpetuating.

835
00:35:50.015 --> 00:35:51.535
<00:35:50.015>The <00:35:50.288>bottleneck <00:35:50.562>need <00:35:50.835>to <00:35:51.109>be <00:35:51.383>reevaluated.

836
00:35:52.935 --> 00:35:54.905
<00:35:52.935>Even <00:35:53.168>if <00:35:53.401>we <00:35:53.634>help <00:35:53.868>the <00:35:54.101>developers <00:35:54.335>say

837
00:35:54.905 --> 00:35:56.785
<00:35:54.905>through <00:35:55.371>automation <00:35:55.838>temporary <00:35:56.305>relief.

838
00:35:56.785 --> 00:35:59.745
<00:35:56.785>At <00:35:56.984>best, <00:35:57.185>we <00:35:57.384>need <00:35:57.585>to <00:35:57.785>unwind <00:35:57.984>the <00:35:58.185>assumption

839
00:36:00.375 --> 00:36:02.385
<00:36:00.375>that <00:36:00.725>is <00:36:01.075>perpetuating <00:36:01.425>the <00:36:01.775>bottleneck.

840
00:36:02.385 --> 00:36:05.705
<00:36:02.385>In <00:36:02.618>this <00:36:02.851>case, <00:36:03.085>let's <00:36:03.318>deliver <00:36:03.551>managers <00:36:03.785>believing,

841
00:36:05.705 --> 00:36:07.105
<00:36:05.705>delivering <00:36:05.957>more <00:36:06.209>in <00:36:06.461>any <00:36:06.713>given <00:36:06.965>period.

842
00:36:08.435 --> 00:36:10.495
<00:36:08.435>Um, <00:36:08.785>sorry, <00:36:09.134>uh, <00:36:09.485>managers <00:36:09.835>believing

843
00:36:10.495 --> 00:36:11.535
<00:36:10.495>that <00:36:10.651>if <00:36:10.807>we <00:36:10.962>keep <00:36:11.118>our <00:36:11.275>staff <00:36:11.431>busy,

844
00:36:11.535 --> 00:36:13.215
<00:36:11.535>we'll <00:36:11.768>deliver <00:36:12.001>more <00:36:12.234>in <00:36:12.468>any <00:36:12.701>given <00:36:12.935>period.

845
00:36:14.835 --> 00:36:17.495
<00:36:14.835>Um, <00:36:15.010>so <00:36:15.185>let's <00:36:15.360>not <00:36:15.535>get <00:36:15.710>better <00:36:15.885>at <00:36:16.060>delivering <00:36:16.235>technology,

846
00:36:17.515 --> 00:36:18.615
<00:36:17.515>but <00:36:17.762>better <00:36:18.009>at <00:36:18.257>solving <00:36:18.504>problems

847
00:36:18.615 --> 00:36:21.455
<00:36:18.615>and <00:36:18.848>using <00:36:19.081>technology <00:36:19.314>where <00:36:19.548>appropriate <00:36:19.781>and <00:36:20.015>cause

848
00:36:21.455 --> 00:36:22.975
<00:36:21.455>and <00:36:21.728>effect <00:36:22.002>thinking <00:36:22.275>can <00:36:22.549>help <00:36:22.823>us

849
00:36:22.975 --> 00:36:24.335
<00:36:22.975>understand <00:36:23.219>the <00:36:23.464>problem <00:36:23.709>to <00:36:23.954>be <00:36:24.199>solved.

850
00:36:25.975 --> 00:36:30.115
<00:36:25.975>Now. <00:36:26.174>Uh, <00:36:26.375>so <00:36:26.575>these <00:36:26.775>are <00:36:26.975>books <00:36:27.174>that <00:36:27.375>helped

851
00:36:31.155 --> 00:36:32.735
<00:36:31.155>me <00:36:31.505>unwind <00:36:31.855>assumptions <00:36:32.205>I <00:36:32.555>held

852
00:36:32.735 --> 00:36:35.055
<00:36:32.735>that <00:36:32.968>were <00:36:33.201>invalid <00:36:33.435>in <00:36:33.668>in <00:36:33.901>many <00:36:34.135>circumstances.

853
00:36:35.235 --> 00:36:36.255
<00:36:35.235>The <00:36:35.541>ones <00:36:35.847>I've <00:36:36.153>suggested,

854
00:36:37.215 --> 00:36:38.735
<00:36:37.215>I <00:36:37.367>hope <00:36:37.519>they'll <00:36:37.671>be <00:36:37.823>of <00:36:37.975>help <00:36:38.127>to <00:36:38.279>you <00:36:38.431>as <00:36:38.583>well.

855
00:36:41.565 --> 00:36:46.145
<00:36:41.565>Um, <00:36:41.720>this <00:36:41.876>is <00:36:42.031>where <00:36:42.187>I <00:36:42.342>live, <00:36:42.498>the <00:36:42.653>Curious <00:36:42.809>Coffee <00:36:42.965>Club.

856
00:36:46.445 --> 00:36:50.345
<00:36:46.445>Um, <00:36:46.620>there's <00:36:46.795>a, <00:36:46.970>a <00:36:47.145>compilation <00:36:47.320>of <00:36:47.495>short <00:36:47.670>articles, <00:36:47.845>uh,

857
00:36:50.885 --> 00:36:52.585
<00:36:50.885>in <00:36:51.040>this <00:36:51.196>book <00:36:51.351>that <00:36:51.507>you <00:36:51.662>can <00:36:51.818>just <00:36:51.973>download <00:36:52.129>for <00:36:52.285>free.

858
00:36:53.205 --> 00:36:56.265
<00:36:53.205>Um, <00:36:53.404>if <00:36:53.605>you <00:36:53.805>are <00:36:54.005>curious <00:36:54.205>about <00:36:54.404>better <00:36:54.605>understanding

859
00:36:56.265 --> 00:36:58.905
<00:36:56.265>and <00:36:56.498>uprooting <00:36:56.731>a <00:36:56.964>source <00:36:57.198>of <00:36:57.431>organizational <00:36:57.665>dysfunctions.

860
00:37:00.075 --> 00:37:02.315
<00:37:00.075>So <00:37:00.541>come <00:37:01.008>say <00:37:01.475>on

861
00:37:03.165 --> 00:37:05.555
<00:37:03.165>Thank <00:37:03.445>you <00:37:03.725>again <00:37:04.005>for <00:37:04.285>your <00:37:04.565>time.

862
00:37:05.675 --> 00:37:08.355
<00:37:05.675>I <00:37:05.830>hope <00:37:05.986>it <00:37:06.141>was <00:37:06.297>helpful <00:37:06.452>and <00:37:06.608>um, <00:37:06.763>all <00:37:06.919>the <00:37:07.075>best.