Principles: COIL A HIT BED HDF
Customer Obsession
- Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers -
- Example 1: EPS Customer Reported - Ack SLA, Commitment SLA, Resoltion SLA
- Example 2: EPS Supplier Email Notifications
- Example 3: EPS Customers created heaving Change Orders - We set back and did all data corrections to let them have business up& running before morning
- Example 4: EPS Every Weekend Releases - Ensure End-To-End Verificaiton Goes Without Any Regression
Ownership
- Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results.
- They act on behalf of the entire company, beyond just their own team.
- They never say “that’s not my job".
- In Other Words:
- Ownership is - You take responsibility for your area, own up to your mistakes, and deliver on your commitments
- Second, you own what you don’t own. You speak up when you see problems that sit outside of your area too
- Third, you own the future. You look past the issues of today and actively imagine what the future could look like
- Examples
- Example 1: EPS - Requistion leading in two Orders - Team did not stop and implemented right level of checks ensuring this does not repeat
- Example 2: EPS - Diwali Eve - Create Receipt Option Stopped Working - We sat back over festtive time, settled tactic fix followed by permanent
- Example 3: EPS - Owning Weekend Releases -
Invent and Simplify
- Leaders expect and require innovation and invention from their teams and always find ways to simplify.
- They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here".
- Examples
- Example 1: Micro-Frontend Example - Same Set of Micro-Services Serving both Order 2.0 & Order-NG5
- Example 2: Kanban Implementation, Three Amigos
- Example 3: Deployment Plan With Risk & Mitigation Plan, Component Diagram & Release Readiness
Learn and Be Curious
Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
- Example 1: New certifications
- Example 2: Continue Blogging
Are Right, A Lot
- Leaders are right a lot. They have strong judgement and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
- Why is Are Right, A Lot important? - We believe we can operate most efficiently when the right decisions are being made at the lowest level possible
- Example
- Example 1:
- Example 2:
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Hire and Develop The Best
- Leaders raise the performance bar with every hire and promotion.
- Have courage to hire people who may be smarter than we are.
- Leaders develop leaders and take seriously their role in coaching others.
- Sometimes you are tempted to hold on to people on your team whose talent and careers
- Well Letting a strong performer move to another team not only allows their career to grow Choice.
- Example
- Example 1: Hired Workflow Lead - Worked with him. Made him groom few more Engg. Later Moved to Other Teams
- Example 2: Same With Data Lake Team
Insist on the Highest Standards
- Leaders have relentlessly high standards - many people may think these standards are unreasonably high.
- Leaders are continually raising the bar and driving their teams to deliver high quality products, services and processes.
- Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
- Examples
- Example 0: Believe in Document Writing
- Example 1: Strong Code Reviews, Design Reviews, Unit Testing, TDD
- Example 2: Extended Automation, Perf Testing, Secuirty Testing
- Example 3: Story Defects Learnings and Corrective Steps
Think Big
- Thinking small is a self-fulfilling prophecy.
- Thinking Big involves creating a vision that is bigger than current reality.
(We didn’t want to be an online bookstore – our goal was to be Earth’s biggest online bookstore)
- Example:
- Example 1: Giving Resilient thoguth to every design - Empowering every application to grow and handle enormous load
- Example 2:
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Bias for Action
- Bias for Action also shows up as initiative - Means doing what it takes to make sure the job gets done, and gets done well.
- Bias for Action also means being impatient when there’s a customer problem
- Bias for Action also means Insist on the Highest Standards
- Example
- Example 1:
- Example 2:
Earn Trust of Others
- Amazon exists today because of the trust our customers have in us. They trust us to deliver high quality products.
- We exercise that same rigor internally an work hard to make sure that we meet our commitments to each other
- Leaders listen attentively, speak candidly, and treat others respectfully.
- Treat each other with dignity and respect, and focus on end results and data rather than questioning motives and actions
- Example
- Example 1: Make Self Disciple, Decentralized Decisions, Assign Ownership
- Example 2: Do not blame, Say Thank you,
Dive Deep
- Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ.
- But Diving Deep is not about micro-managing.
- Diving Deep means investing extra time to get to the bottom of things and staying closely connected to the details.
- Diving deep is crucial not only for resolving defects, but for understanding the problem well enough to build a sustainable solution
- Deep Dive is about understanding the details, and setting up smart auditing mechanisms that allow you to keep your finger on the pulse
- Example
- Example 1: Keep Involvement all all levels - Technical + Managment
- Example 2: Deep Involvement into finding RCA and Creating Preventive Learnins
- Example 2: New Relic is Setup as Smart Auditing System
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Have Backbone; Disagree and Commit
- Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting.
- Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion.
- Once a decision is determined, they commit wholly.
- Example
- Example 1: Angular 5 Re-write
- Example 2: Micro-Frontend
- Example 3: Moving to Git & Implement CI-CD
- Example 4: Chosing NodesJs vs Core API, even with Short Deadlines
Deliver Results
- Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion.
- Deliver Results is the practical application of the rest of the leadership principles.
- Deliver Results is about honoring our commitments – to our customers
- Example
- Example 1:
- Example 2:
Frugality
- Accomplish more with less.
- There are no extra points for growing headcount, budget size or fixed expense.
- Figure out how to lower them without sacrificing our highest standards or impacting our customer experience
- Example:
- Example 1: Improved Productivity thru Lean Implmentation,
- Example 2: Cross Functional Teams, TDD, Short Term Iterations, Test Automation
Hope this helps.
Arun Manglick
