Monday, January 19, 2009
Not Everything is Scalable.
Thanks to JayandMarie for providing a link to this video clip.
The clip is called "The Speech" and was produced in 1989 for United Airlines. I'm not critiquing this as an advertisement, instead I want to look at the message in the content.
Setting the stage:
Pay close attention to what is happening here. The CEO of an unnamed firm is having an all-hands meeting, everyone looks nervous.
Don't jump down my throat about the feasibility of eBay reaching out to their sellers. I'm speaking conceptually, "big picture" here. When I reached 100,000 feedback with Glacier Bay, I received a phone call from eBay North American president Jeff Jordan congratulating me. He didn't need to fly out and visit me. With that one call, I felt that I was part of the success of eBay.
I've written many posts criticizing the MBA approach to management: metrics rule and if you can't scale it you shouldn't waste your time.
In management meetings at these large companies they always ask the questions "What is the ROI?"; "Can we afford to do this?" Those are valid questions as long as they also ask. "Should we do this?"; "Can we afford not to do this?"
Sure, 200 clients is a far cry from reaching out to eBay's 1 million plus sellers, but I wonder if eBay's Seller Experience team will ever have a meeting like this; imagine the cost of all those plane tickets.
Just my 15%