The one thing I will say that did feel slightly different is that Ternus came out swinging with a point of view on AI. The first thing he came out with was about the intelligent personal hub. Now, here's the big difference between Tim Cook and John Ternus in terms of their management style. You're inside Apple, you're an executive, you'll come to him with an idea, you'll come to him with a viewpoint, a decision, an opinion, and he'll just pepper you with more questions. He won't make a singular decision in many cases. It's very much communal decision-making, collaborative decision-making. John Ternus, if you come to him and you want him to make a decision, he'll make a decision.
The book's big thesis is that this kind of systemic measurement is really a dehumanizing act, one that flattens humanity and human concerns into something, well, artificial.
Employees and executives, 86 percent of them, blame workplace failure on ineffective communication. And US businesses alone lose $1.2 trillion -- trillion dollars -- a year as a result of miscommunication. So this isn't just about being nice and diplomatic. Miscommunication is expensive.
When we looked at sort of the employee base, they have a lot less agency in it. So they aren't necessarily deciding on the change or part of the process. They're sort of the receivers of it. And anytime we don't have agency then we start to sort of buy in less to the change.
Management is an ability to soften the chaos created by leaders. The notion that your AI is going to bring everybody in and they're not going to need to have contact with anybody else and the AI will manage them, tell them what to do, and at the end of the year give them their performance review and a bonus. Even if that was possible, which I don't think it is, it's a nihilistic, [ __ ] up vision of the world.
This is a story about what happens when you combine real human data with AI, and why that combination might just be the future of how companies make their most important decisions.
Many pilots rely on self selected enthusiasts, vendor methodologies, and rough time saved calculations rather than robust measures of service quality or error rates.
6mo ago
Underscored — save the words that stop you in your tracks.
