Yves Morieux: As work gets more complex, 6 rules to simplify

494,570 views ・ 2014-01-23

TED


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Prevoditelj: Igor Pureta Recezent: Ivan Stamenković
00:12
I have spent the last years
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Proveo sam zadnjih nekoliko godina
00:14
trying to resolve two enigmas:
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pokušavajući riješiti dvije zagonetke:
00:17
Why is productivity so disappointing
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Zašto je produktivnost tako razočaravajuća
00:21
in all the companies where I work?
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u svim poduzećima s kojima sam radio?
00:23
I have worked with more than 500 companies.
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Radio sam s više od 500 poduzeća.
00:27
Despite all the technological advances --
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Usprkos svim tehnološkim prednostima --
00:29
computers, I.T., communications, telecommunications,
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računalima, IT, komunikacijama, telekomunikacijama,
00:33
the Internet.
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internetom.
00:35
Enigma number two:
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Zagonetka broj dva:
00:36
Why is there so little engagement at work?
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Zašto je tako malo angažmana na poslu?
00:39
Why do people feel so miserable,
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Zašto se ljudi osjećaju tako bijedno,
00:41
even actively disengaged?
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čak i namjerno neangažirani u poslu?
00:45
Disengaging their colleagues.
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Obeshrabrujući i svoje kolege.
00:47
Acting against the interest of their company.
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Radeći protiv interesa poduzeća.
00:51
Despite all the affiliation events,
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Usprkos organiziranim druženjima,
00:55
the celebration, the people initiatives,
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proslavama, društvenim inicijativama,
00:59
the leadership development programs to train
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programima za razvoj rukovoditelja kojim
01:02
managers on how to better motivate their teams.
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se menadžeri uče kako motivirati svoje timove.
01:06
At the beginning, I thought there was
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Na početku sam mislio da je to
01:08
a chicken and egg issue:
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problem kokoši i jajeta:
01:10
Because people are less engaged, they are less productive.
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Zato što su manje angažirani, ljudi su manje produktivni.
01:13
Or vice versa, because they are less productive,
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Ili obrnuto, zato što su manje produktivni
01:15
we put more pressure and they are less engaged.
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mi stvaramo veći pritisak pa su oni manje angažirani.
01:17
But as we were doing our analysis
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Kako smo radili naše analize
01:19
we realized that there was a common root cause
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shvatili smo da postoji zajednički uzrok
01:21
to these two issues
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za ova dva problema
01:22
that relates, in fact, to the basic pillars of management.
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koji je, u stvari, povezan s osnovnim stupovima upravljanja.
01:27
The way we organize is based on two pillars.
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Način na koji organiziramo temelji se na dva stupa.
01:30
The hard -- structure, processes, systems.
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Čvrstom -- struktura, procesi, sustavi.
01:33
The soft --
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I mekom --
01:34
feelings, sentiments, interpersonal relationships, traits, personality.
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osjećaji, međusobni odnosi, osobine, osobnosti.
01:39
And whenever a company
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I kad god se poduzeće
01:41
reorganizes, restructures, reengineers,
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reorganizira, restrukturira, gradi,
01:45
goes through a cultural transformation program,
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ili prolazi kroz promjenu organizacijske kulture
01:47
it chooses these two pillars.
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izabire jedan od ta dva stupa.
01:49
Now, we try to refine them,
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Pokušavamo ih poboljšati,
01:51
we try to combine them.
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pokušavamo ih spojiti.
01:53
The real issue is --
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Pravi problem je --
01:55
and this is the answer to the two enigmas --
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a to je i odgovor na te dvije zagonetke --
01:57
these pillars are obsolete.
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ta dva stupa su zastarjela.
02:00
Everything you read in business books is based
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Sve što čitate u poslovnim knjigama je temeljeno
02:02
either on one or the other
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ili na jednom ili na drugom stupu
02:04
or their combination.
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ili njihovoj kombinaciji.
02:05
They are obsolete.
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Oni su zastarjeli.
02:07
How do they work
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Kako se ponašaju
02:09
when you try to use these approaches
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kad ih pokušate koristiti
02:11
in front of the new complexity of business?
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u novom, složenijem poslovanju?
02:13
The hard approach, basically is that you start from strategy,
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Čvrsti pristup je, u osnovi, onaj koji kreće iz strategije,
02:16
requirements, structures, processes, systems, KPIs, scorecards,
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zahtjeva, struktura, procesa, sustava, KPU-a, rezultata,
02:20
committees, headquarters, hubs, clusters,
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odbora, sjedišta, čvorova, skupina,
02:23
you name it.
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sami nastavite niz.
02:24
I forgot all the metrics, incentives, committees, middle offices and interfaces.
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Zaboravio sam mjerenja, nagrade, odbore, koordinatore i sučelja.
02:29
What happens basically on the left,
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Ono što se dešava na lijevoj strani
02:31
you have more complexity, the new complexity of business.
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imamo veću složenost; novo, složenije poslovanje.
02:35
We need quality, cost, reliability, speed.
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Trebamo kvalitetu, troškove, pouzdanost, brzinu.
02:39
And every time there is a new requirement,
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I svaki put kad se postavlja novi zahtjev,
02:41
we use the same approach.
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mi koristimo isti pristup.
02:43
We create dedicated structure processed systems,
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Mi stvaramo namjenski strukturirane procesne sustave,
02:46
basically to deal with the new complexity of business.
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da bi se bavili novim, složenijim poslovanjem.
02:49
The hard approach creates just complicatedness
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Čvrsti pristup stvara dodatne komplikacije
02:53
in the organization.
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u organizaciji.
02:55
Let's take an example.
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Pogledajmo jedan primjer.
02:56
An automotive company, the engineering division
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Inženjerski odjel automobilskog poduzeća
02:59
is a five-dimensional matrix.
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je peto-dimenzijska matrica.
03:01
If you open any cell of the matrix,
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Ako otvorite bilo koju stanicu u matrici
03:03
you find another 20-dimensional matrix.
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naći ćete dodatnu matricu s 20 dimenzija.
03:06
You have Mr. Noise, Mr. Petrol Consumption,
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Tu su g. Buka, g. Potrošnja Goriva,
03:09
Mr. Anti-Collision Properties.
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g. Protu-sudarna svojstva.
03:11
For any new requirement,
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Za svaki novi zahtjev,
03:13
you have a dedicated function
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imate funkciju namijenjenu
03:15
in charge of aligning engineers against
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pripremanju inženjera protiv
03:17
the new requirement.
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novih zahtjeva.
03:19
What happens when the new requirement emerges?
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Što se dešava kad se pojavi novi zahtjev?
03:21
Some years ago, a new requirement
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Prije nekoliko godina, novi se zahtjev
03:24
appeared on the marketplace:
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pojavio na tržištu:
03:25
the length of the warranty period.
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produljeni garantni rok.
03:28
So therefore the new requirement is repairability,
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Pa je novi zahtjev postao popravak, stvarati
03:31
making cars easy to repair.
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automobile koje je lako popraviti.
03:32
Otherwise when you bring the car to the garage to fix the light,
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Inače kad dovezete automobil u servis radi popravka svjetla
03:36
if you have to remove the engine
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i trebate pomaknuti čitav motor
03:38
to access the lights,
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da pristupite svjetlu
03:40
the car will have to stay one week in the garage
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automobil će ostati u servisu čitav tjedan
03:42
instead of two hours, and the warranty budget will explode.
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umjesto dva sata pa će servisni proračun biti prekoračen.
03:45
So, what was the solution using the hard approach?
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I, koje je rješenje korištenjem čvrstog pristupa?
03:48
If repairability is the new requirement,
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Ako je lakoća servisiranja novi zahtjev,
03:51
the solution is to create a new function,
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rješenje je da se stvori nova funkcija,
03:53
Mr. Repairability.
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g. Popravak.
03:55
And Mr. Repairability creates the repairability process.
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pa g. Popravak kreira proces popravka
03:59
With a repairability scorecard, with a repairability metric
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s bodovima za popravke, raznim mjerenjima popravaka
04:03
and eventually repairability incentive.
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i, vjerojatno, nagradama za popravke.
04:06
That came on top of 25 other KPIs.
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A to je još jedan uz ostalih 25 KPU-a.
04:10
What percentage of these people is variable compensation?
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Koji postotak plaće tih ljudi je varijabilan?
04:13
Twenty percent at most, divided by 26 KPIs,
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Najviše 20%, podijeljeno s 26 KPU-a
04:17
repairability makes a difference of 0.8 percent.
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popravak čini razliku od 0,8%.
04:21
What difference did it make in their actions,
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Koju razliku to čini u njihovim aktivnostima,
04:23
their choices to simplify? Zero.
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njihovim izborima za jednostavnija rješenja? Nula!
04:26
But what occurs for zero impact? Mr. Repairability, process,
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I što dobijemo za nula utjecaja? G. Popravak, proces,
04:29
scorecard, evaluation, coordination with the 25 other coordinators
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bodovanje, procjenu, koordinaciju s drugih 25 koordinatora
04:34
to have zero impact.
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da biste imali nula utjecaja.
04:36
Now, in front of the new complexity of business,
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Suočeni s novim, složenijim poslovanjem
04:38
the only solution is not drawing boxes
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jedino rješenje je ne crtati kućice
04:41
with reporting lines.
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s linijama izvještavanja.
04:44
It is basically the interplay.
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To je, zapravo, međusobno djelovanje.
04:47
How the parts work together.
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Kako dijelovi rade zajedno.
04:49
The connections, the interactions, the synapses.
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Veze, interakcije, sinapse.
04:54
It is not the skeleton of boxes, it is the nervous system
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To nije kostur od kućica, to je živčani sustav
04:59
of adaptiveness and intelligence.
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prilagodbe i inteligencije.
05:02
You know, you could call it cooperation, basically.
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Znate, u osnovi, to možete zvati suradnja.
05:05
Whenever people cooperate,
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Kad god ljudi surađuju,
05:07
they use less resources. In everything.
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koriste manje resursa. U svemu.
05:11
You know, the repairability issue
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Znate, problem popravaka
05:14
is a cooperation problem.
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je problem suradnje.
05:16
When you design cars, please take into account
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Kad dizajnirate automobil, molim vas, imajte u vidu
05:20
the needs of those who will repair the cars
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potrebe onih koji će automobil popravljati
05:22
in the after sales garages.
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u servisima nakon prodaje.
05:25
When we don't cooperate we need more time,
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Kad ne surađujemo, trebamo više vremena,
05:28
more equipment, more systems, more teams.
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više opreme, više sustava, više timova.
05:32
We need -- When procurement, supply chain, manufacturing don't cooperate
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Trebamo - kad nabava, lanac dobavljača, ne surađuju
05:37
we need more stock, more inventories, more working capital.
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trebamo više robe, veće zalihe, više obrtnog kapitala.
05:40
Who will pay for that?
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Tko će sve to platiti?
05:42
Shareholders? Customers?
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Dioničari? Kupci?
05:44
No, they will refuse.
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Ne, oni će to odbiti.
05:45
So who is left? The employees,
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A tko nam preostaje? Radnici, koji
05:48
who have to compensate through their super
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štetu za odsustvo suradnje nadoknađuju
05:50
individual efforts for the lack of cooperation.
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svojim potpuno pojedinačnim naporima.
05:54
Stress, burnout, they are overwhelmed, accidents.
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Stres, izgaranje, preopterećenost, nesreće.
05:57
No wonder they disengage.
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Nije čudo da se otuđuju od posla.
06:00
How do the hard and the soft try to foster cooperation?
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Kako čvrst i mekani pristup nastoje promicati suradnju?
06:04
The hard: In banks, when there is a problem
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Čvrsti: U bankama, kad nastane problem
06:09
between the back office and the front office,
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između administracije i prodaje,
06:12
they don't cooperate. What is the solution?
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kad ne surađuju. Što je rješenje?
06:14
They create a middle office.
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Oni stvore koordinatora.
06:17
What happens one year later?
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I što se događa godinu dana poslije?
06:19
Instead of one problem between the back and the front,
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Umjesto jednog problema između administracije i prodaje,
06:21
now I have two problems.
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imamo dva problema.
06:22
Between the back and the middle
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Između administracije i koordinatora,
06:23
and between the middle and the front.
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te između koordinatora i prodaje.
06:26
Plus I have to pay for the middle office.
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I dodatne troškove za koordinatora.
06:28
The hard approach is unable to foster cooperation.
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Čvrsti pristup ne može poticati suradnju.
06:31
It can only add new boxes, new bones in the skeleton.
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Može samo stvoriti nove kućice, nove kosti u kosturu.
06:36
The soft approach:
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Meki pristup:
06:37
To make people cooperate, we need to make them like each other.
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Da bi ljudi bili suradljivi, trebamo učiniti da se sviđaju jedni drugima.
06:41
Improve interpersonal feelings,
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Unaprijediti međusobne osjećaje,
06:43
the more people like each other, the more they will cooperate.
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što se ljudi više jedni drugima sviđaju, bolje će surađivati.
06:46
It is totally wrong.
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To je potpuno pogrešno.
06:48
It is even counterproductive.
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Čak je i kontraproduktivno.
06:50
Look, at home I have two TVs. Why?
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Kod kuće imam dva TV-a. Zašto?
06:53
Precisely not to have to cooperate with my wife.
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Upravo zato da izbjegnem suradnju sa suprugom.
06:55
(Laughter)
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(Smijeh)
06:57
Not to have to impose tradeoffs to my wife.
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Da bih izbjegao kompromis sa suprugom.
07:00
And why I try not to impose tradeoffs to my wife
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A želim izbjeći kompromise sa suprugom
07:04
is precisely because I love my wife.
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baš zato što je volim.
07:07
If I didn't love my wife, one TV would be enough:
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Kad ne bih volio suprugu jedan TV bi bio dovoljan:
07:10
You will watch my favorite football game,
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Gledali bismo moju omiljenu nogometnu utakmicu
07:12
if you are not happy, how is the book or the door?
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a ako nije sretna, ima knjigu ili može otići.
07:15
(Laughter)
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(smijeh)
07:16
The more we like each other,
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Što se više sviđamo jedni drugima
07:18
the more we avoid the real cooperation
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više izbjegavamo stvarnu suradnju
07:21
that would strain our relationships by imposing tough tradeoffs.
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koja bi deformirala naš odnos namećući teške kompromise.
07:25
And we go for a second TV or we escalate
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Zato kupujemo drugi TV ili eskaliramo
07:28
the decision above for arbitration.
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donošenje odluke.
07:31
Definitely, these approaches are obsolete.
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Ovi su pristupi svakako zastarjeli.
07:35
To deal with complexity, to enhance the nervous system,
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Za borbu sa složenosti, za unapređenje živčanog sustava,
07:39
we have created what we call the smart simplicity approach
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stvorili smo ono što zovemo pametno jednostavan pristup
07:42
based on simple rules.
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temeljen na jednostavnim pravilima.
07:44
Simple rule number one:
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Jednostavno pravilo broj jedan:
07:46
Understand what others do.
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Razumijte što drugi rade.
07:49
What is their real work?
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Što je njihov stvarni posao?
07:51
We need to go beyond the boxes,
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Moramo izaći iz kućica,
07:55
the job descriptions, beyond the surface
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opisa poslova, zagrebati ispod površine
07:59
of the container, to understand the real content.
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spremnika, kako bismo razumjeli pravi sadržaj.
08:02
Me, designer, if I put a wire here,
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Ja, dizajner, ako stavim žicu ovdje,
08:05
I know that it will mean that we will have to
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ja znam da će to značiti da ću morati
08:07
remove the engine to access the lights.
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micati motor da pristupim svjetlu.
08:10
Second, you need to reenforce integrators.
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Drugo pravilo: Trebate dodatno ojačati povezivače.
08:12
Integrators are not middle offices, they are managers,
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Povezivači nisu koordinatori, to su menadžeri,
08:16
existing managers that you reinforce
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postojeći menadžeri koje ojačavate tako
08:18
so that they have power and interest
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da imaju snage i interesa da
08:21
to make others cooperate.
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druge učine spremnijima na suradnju.
08:23
How can you reinforce your managers as integrators?
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Kako možete ojačati menadžere kao povezivače?
08:26
By removing layers.
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Micanjem razina.
08:28
When there are too many layers
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Kada postoji previše razina
08:29
people are too far from the action,
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ljudi su predaleko od akcije,
08:31
therefore they need KPIs, metrics,
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pa trebaju KPU-u, mjerenja,
08:33
they need poor proxies for reality.
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trebaju lošu zamjenu za stvarnost.
08:37
They don't understand reality
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Oni ne razumiju stvarnost pa
08:39
and they add the complicatedness of metrics, KPIs.
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joj dodaju složenost mjerenja i KPU-a.
08:42
By removing rules -- the bigger we are,
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Micanjem pravila - što smo veći
08:44
the more we need integrators,
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potrebno nam je više povezivača,
08:46
therefore the less rules we must have,
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a manje pravila trebamo imati
08:48
to give discretionary power to managers.
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koja zahtijevaju diskrecijsko pravo menadžera.
08:52
And we do the opposite --
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A mi radimo obrnuto --
08:53
the bigger we are, the more rules we create.
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što smo veći, stvaramo više pravila.
08:56
And we end up with the Encyclopedia Britannica of rules.
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I završimo s velikom enciklopedijom pravila.
08:59
You need to increase the quanitity of power
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Trebamo povećati količinu moći
09:01
so that you can empower everybody
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kako bi je svatko imao dovoljno
09:03
to use their judgment, their intelligence.
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i koristio svoj zdravi razum, svoju inteligenciju.
09:06
You must give more cards to people
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Morate dati više prilika ljudima
09:08
so that they have the critical mass of cards
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kako bi oni imali kritičnu masu prilika
09:11
to take the risk to cooperate,
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i preuzimali na sebe rizik suradnje,
09:13
to move out of insulation.
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i izašli iz izolacije.
09:15
Otherwise, they will withdraw. They will disengage.
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U suprotnom će se povući i otuđiti.
09:17
These rules, they come from game theory
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Ova pravila dolaze iz teorije igara
09:19
and organizational sociology.
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i organizacijske psihologije.
09:22
You can increase the shadow of the future.
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Potencijalna, buduća kazna može utjecati na sadašnju suradnju.
09:25
Create feedback loops that expose people
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Osmislite povratne informacije koje ljude izlažu
09:27
to the consequences of their actions.
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posljedicama njihovih akcija.
09:30
This is what the automotive company did
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To je učinilo i automobilsko poduzeće
09:32
when they saw that Mr. Repairability had no impact.
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kad su vidjeli da g. Popravak nema utjecaja.
09:35
They said to the design engineers:
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Rekli su inženjerima dizajna:
09:36
Now, in three years, when the new car is launched on the market,
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Za tri godine, kada novi automobil iziđe na tržište
09:41
you will move to the after sales network, and become in charge
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vi ćete biti premješteni u mrežu naknadne prodaje i odgovorni
09:44
of the warranty budget,
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za proračun produžene garancije.
09:46
and if the warranty budget explodes,
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A ako on bude prekoračen i eksplodira
09:50
it will explode in your face. (Laughter)
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eksplodirat će vama u lice. (Smijeh)
09:52
Much more powerful than 0.8 percent variable compensation.
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To je puno snažnija poruka nego onih 0,8% varijabilnog dijela plaće.
09:58
You need also to increase reciprocity,
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Trebate povećati i međusobnu suradnju
10:02
by removing the buffers that make us self-sufficient.
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uklanjanjem svih zaštita koje nas čine samo-dovoljnima.
10:06
When you remove these buffers,
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Kad uklonite te zaštite,
10:08
you hold me by the nose, I hold you by the ear.
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vi me držite za nos, a ja vas za uho.
10:11
We will cooperate.
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Pa ćemo surađivati.
10:13
Remove the second TV.
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Maknite drugi televizor.
10:14
There are many second TVs at work
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Postoji mnogo drugih televizora na poslu
10:16
that don't create value,
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koji ne stvaraju vrijednost,
10:18
they just provide dysfunctional self-sufficiency.
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već stvaraju nefunkcionalnu samo-dovoljnost.
10:22
You need to reward those who cooperate
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Trebate nagraditi one koji surađuju
10:25
and blame those who don't cooperate.
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i okrivljavati one koji ne surađuju.
10:27
The CEO of The Lego Group,
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CEO Lego Grupe,
10:30
Jorgen Vig Knudstorp, has a great way to use it.
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Jorgen Vig Knudstorp, ima odličan opis toga
10:32
He says, blame is not for failure,
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On kaže, krivica nije za pogrešku
10:35
it is for failing to help or ask for help.
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već za to što niste tražili pomoć.
10:40
It changes everything.
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To mijenja sve.
10:42
Suddenly it becomes in my interest to be transparent
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Iznenada postaje moj interes da budem jasan i vidljiv
10:45
on my real weaknesses, my real forecast,
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s pravim slabostima, svojim prognozama
10:47
because I know I will not be blamed if I fail,
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jer znam da neću biti kriv zbog greške
10:49
but if I fail to help or ask for help.
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nego jer sam propustio tražiti pomoć.
10:53
When you do this, it has a lot of implications
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Ovakav pristup ima puno posljedica
10:56
on organizational design.
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na dizajn organizacije.
10:59
You stop drawing boxes, dotted lines, full lines;
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Prestajete stvarati kućice, iscrtane ili pune linije
11:01
you look at their interplay.
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tražite uzajamno djelovanje.
11:02
It has a lot of implications on financial policies
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To ima puno implikacija na financijsku politiku
11:05
that we use.
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koju koristimo.
11:07
On human resource management practices.
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Na praksu upravljanja ljudskim resursima.
11:09
When you do that, you can manage complexity,
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Kad to učinite možete upravljati složenošću,
11:12
the new complexity of business,
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novom složenošću poslovanja
11:13
without getting complicated.
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bez komplikacija.
11:16
You create more value with lower cost.
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Kreirate veću vrijednost s manje troškova.
11:20
You simultaneously improve performance and satisfaction at work
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Istovremeno poboljšavate učinak i zadovoljstvo na poslu
11:24
because you have removed the common root cause
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jer ste uklonili zajednički uzrok
11:27
that hinders both.
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koji je sprečavao oboje.
11:29
Complicatedness: This is your battle, business leaders.
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Kompliciranost: to je vaša bitka rukovoditelji.
11:34
The real battle is not against competitors.
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Prava bitka nije protiv konkurencije.
11:36
This is rubbish, very abstract.
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To je glupo i vrlo apstraktno.
11:39
When do we meet competitors to fight them?
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Kada srećemo konkurente i borimo se s njima?
11:41
The real battle is against ourselves,
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Pravu bitku vodimo protiv nas samih,
11:44
against our bureaucracy, our complicatedness.
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protiv vlastite birokracije i kompliciranosti.
11:48
Only you can fight, can do it.
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Samo vi je možete pobijediti.
11:51
Thank you.
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Hvala vam.
11:53
(Applause)
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(Pljesak)
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