One of the best examples of this customer-driven strategy comes from right here in India. We wanted to find a way of helping the large number of agriculture workers in India improve their financial lives. Our premise was that since mobile phones were so widely in use, that the phone could be a way to deliver solutions. Step one was understanding the customer. That meant over 300 follow me homes to people on their farms across multiple states. We went to their homes – drank their tea, met their families. We saw how they packaged their produce to market. We went to places they hung out in. Went to the markets and saw how they sell their produce, how they got paid, met the buyers, and watched the auctions. Once we had immersed ourselves in our customers’ lives and understood their pain points, we got to work coming up with a solution to their issues. The result is a service called Fasal. It is a network based on SMS technology that links farmers with multiple buyers. Provides real time and reliable market prices. Allows buyers to communicate their demand and price. Matches sellers to buyers. Increases the seller’s access to the best prices. The results speak for themselves: Famers now have control over where to sell their crops and how to get the best price. 90 percent of the 400,000 farmers using Fasal report making 20 percent more for their produce. We’ve truly revolutionized farmers’ lives. They are getting more money because of our solution and are telling others about it.
Which takes me to the second question we must tackle as leaders:How do you build a culture where innovation thrives?Not many companies benefit from having a genius at the helm … in fact to paraphrase Warren Buffet…He once said that he invests in great businesses that monkeys could run, because if you wait long enough, eventually one will.So how do you create a structure where change thrives, and innovation is becomes the key to growth?
We set up an environment where everyone’s job is to practice innovation.To do this, we defined 3 guiding principles…Teams no bigger than two pizzas can feed.Moving from idea to rough prototype in front of customers in 6 weeks or lessAnd celebrating failure as a necessary pathway to success.
Then we introduced unstructured time… where everyone in the company has the option to spend 10% of their time on new ideas or projects…Now, you might wonder what employees will do with this time? Our experience has shown us that employees will come up with innovative new solutions you might never have thought of.
Another way we’re looking for ideas, is by creating platforms that empower third party partners to develop innovative new solutions. We are seeing that approach flourishing right now with our txtWeb platform here in India. txtWeb is a global platform where anyone with a mobile phone can discover and consume internet AND txtWeb-only content just by SMSing keywords to ONE national number, and receive back content. All you need to access it is a simple feature phone. The beauty of it is that content and services on txtWeb are created by an open community of publishers and developers, and can include Wikipedia content, local market prices, government programs, financial literacy tips etc. Anyone can put their content and services on txtWeb and make it accessible to billions. Creating a txtSite takes 5 minutes. Creating a txtApp takes 5 hours. And right now the ideas are bubbling up through the platform. 250 individuals & organizations have put their services on txtWeb, 1000+ apps are currently live, and more are getting added each day.
To summarize this section, there are three key ingredients we have learned to building a culture where innovation thrives:Remember that change leadership is more rooted in the questions you ask, rather than the answers you have…But to make it work, you need to establish an environment where employees can be free to experiment and test their best ideas to see what works…And you also need to seek inspiration from outside your walls as well…”as Picasso once said, good artists copy, great artists steal”
Well, it first begins by putting your wood behind fewer arrows.Said another way, choosing what you won’t focus on up front.Steve Jobs was often quoted as sharing that he was as proud of the things that Apple hadn’t done as the things they had.Once he was asked what his favorite product was and he shared that it was all the ones they hadn’t built for those are the ones that made it possible to focus on the ones they did and allow them to make them great.So how do you best make those tricky calls? Let me share what we practice in terms of allocating our resources.
So let me close by saying that we certainly don’t have all of the answers…and in fact, many that we believe we do have have been borrowed by the best wheel-makers elsewhere…he who steals from us, steals twice!But I will say that it is helping Intuit once again lead innovation and growth in a changing world.Building your business around the customer. Leveraging a culture where innovation thrives.And enabling us to deliver for today and tomorrow.All in a world ripe with an installed base and legacy technology…
The only constant is change.The players are constantly changing as investors bidup new firms and business models to levels reminiscent of the last dot-com boom…There is a proliferation of new devices… 350,000 new Android devices being launched every day…people are standing in line to purchase new tablet computers as if it were a rock concert.Emerging markets hatching tools and technologies at an increasing rate. Nowhere do we see evidence of the rate of change than here in India: By 2015, the wireless subscriber base in India is expected to be 1.486 bn.Mobile penetration is expected to touch 100% by 2015. With mobile internet usage witnessing a 15% growth quarter on quarter, it will be truly mobile age. The pace of change we are experiencing is not evolutionary…. it is revolutionary.
And through it all, there is one certainty…As players on this stage, you will have to navigate this transformational growth. Whether you are leading a company, a division or a small start-up, you will need to develop strategies that embrace and take advantage of a changing world. Some of you may have it easy at first. You will start companies or join ventures that will be born in this digital age.But if history is a predictor, the platform you choose to bet on will become obsolete or evolve before you know it. You’ll quickly come to appreciate the joke that resonates in Silicon Valley:How was it that God was able to create the world in 7 days and 7 nights?Because he didn’t have an installed base or legacy technology to worry about.So the question is, how do you lead transformational change, and help an organization define it’s next phase of great?
Good morning! It is a pleasure to have the opportunity to speak with you today. I am very excited to be back in India. We have been here since 2005 and it has been a rewarding experience.We believe there is great opportunity for Intuit to help people and businesses improve their financial lives. More than that, we believe India can help Intuit. We have learned a tremendous amount from the hundreds of new employees we have brought into the Intuit family. It is exciting to be part of such a dynamic market. It is full of both promise and challenges. It forces us to rise to the occasion and push ourselves in new ways. All of us here today, whether we come from a global company or a start up, share that same excitement.How we as a company have learned to change, adjust and grow as markets changes is what I would like to speak with you about today.
Vijay anand intuit.34664759
Product ManagementThe transformation into the newsocial, mobile and global world Vijay Anand
25 years: A wonderful story of success Trusted brands Large user bases…more than 35M Third party relationships Talent & expertise Significant financial strength
2011: A Connected Services company 50M users…35M on hosted products & services Innovation pipeline improved 5x Nearly $4B in revenue 62% of revenue from connected services Street and employee confidence in our future
Yesterday’s topic Market researchCustomer surveys/interviewsProduct requirements analysis Large silo’d teams Annual release cycles
Today’s topic Innovation by doing… customer immersion, pain point analysislean agile cross functional teams rapid iterations with customers analysis of customer behaviors
Be clear on the mission before you embark on the journey To be a premier innovative growth company that improves our customers’ financial lives so profoundly… they can’t imagine going back to the old way We serve these end customers “Better Money Outcomes” Financial… making & saving Consumers Small Businesses money, grow & profit Productivity… turning drudgery into time for what matters most …and those who serve them Compliance… without even Financial Health having to think about itAccountants Care Institutions Players Confidence… from the wisdom & experience of others
Develop core capabilities and make it part of everyone’s role Intuit applies two core capabilities to delight customers… Customer Driven Innovation Design for Delight Customer Driven Innovation Find An Important That We Can Solve Customer Problem Well And Build Durable Advantage Love Metrics • Deliver the customer benefit • They actively use • They proactively recommend
Jyoti, Student, Guwahati, Assam Needs career information,education services Ramesh Kumar, Hospital Employee, Jaipur, RajasthanNeeds bus schedule, local news Nageshwara, Farmer, Andhra Pradesh Needs weather, news, market prices for crops
SUMMARY –Leverage the culture of innovation • Questions you ask…not answers you give • Foster an entrepreneurial environment • Enable ideas to come from anywhere and set up processes to empower innovators
QUESTION #3What do you deliver today vs tomorrow?
"Im actually as proud of many of the things we havent done asthe things we have done.”
1. Identify the one BIG pain point that YOU can solve well2. Define THE customer benefit you DELIVER3. Make it very EASY to use … FIRST time and every time4. Deliver the customer benefit as EARLY as possible5. Test early and relentlessly and Measure ruthlessly …amplify what works and cut what doesn’t (fail fast)
SUMMARY –Deliver for today and tomorrow• Focus on delivering THE customer benefit• Make it EASY to use first time and every time• Test EARLY and measure ruthlessly
Leading innovation & growth in a changing world