Trust & Transparency – Foundations for Europe’s Best Workplace


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In 2008, Futurice was at a crossroads – the company was growing and it was apparent that the structure of the organization needed to adapt to greater size. The culture within the company had been very open and empowering, so adopting traditional manager-led hierarchies didn’t feel the right choice. The management decided to go path less traveled – to build the organization on trust and transparency.
In 2012, Futurice was ranked #1 in European Great Places to Work in small to medium sized companies.
Inspiration to this path came from small companies which naturally have the same characteristics: trust is naturally high, everybody knows the situation (transparency), and thus know what to do and performance is high. Together, trust and transparency build motivation and bring performance.
To build trust, the management must trust the employees first. It means dismantling practices that are founded on mistrust and suspicion. It also means establishing practices that exhibit trust explicitly, so that employees feel it. Transparency in operation and decision-making is an important part of that. Transparency also enables autonomy as everybody has the needed information at hand. And it builds trust and positive accountability since everything is visible. And this is just the start!
The talk includes many examples from real life at Futurice. They also look at current challenges as the company is rapidly growing beyond 150 and to multiple sites.

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Trust & Transparency – Foundations for Europe’s Best Workplace

  1. Trust & TransparencyFoundations of Europe’s Best WorkplaceTuomas Syrjänen, CEOPetri Heiramo, Organisational ScrumMaster11/17/2012 1
  2. Futurice in Brief TAMPERE HELSINKI BERLIN LONDON DÜSSELDORF 1 Established 2000 150
  3. Digital delivery book
  4. The Story Behind11/17/20 412
  5. Fact: Change is mandatory Start-up Professionally managed Baltic Development Forum @ Flickr
  6. 60 employees -Control, rules, restrictions and processes(Because everybody says that’s what you got to do )
  7. “Have people reallychanged in 6 monthsfrom really smart toreally stupid?”
  8. Enlightment11/17/20 812
  9. We Believe in… Trust Transparency
  10. With more trust… … transaction costs go down … more trust is given back … speed of decisions can go up … more vulnerable to abuse
  11. “Rules” of thinking
  12. Credit Cards and Expenses Liewcf @flickr Patrick h lauke @flickr
  13. Agile Teams » We drive responsibility of customer solution to team members › Engage with customers, deliver collaboratively » Autonomy, responsibility » Everybody gets to see the customer, customers sees everybody » Direct communication
  14. Free Agents » These people have no traditional line manager » Fully self-responsible for finding valuable work within the company » Peer-to-peer responsibilities, instead of hierarchical » Currently in pilot, agents like it Kantrinket @ flickr
  15. Trusting » Trust the customerCustomers » Build trust via small steps » ~50% of maintenance work done without contracts » Discuss also our own challenges in projects › E.g. customers participating in retros
  16. Open windows keeps yourapartment clean Flickr @basheem
  17. Transparency » Enables empowerment » Responsible decisions › Accuracy, buy-in, … » Promotes trust › Nothing to hide › Reveals misuse Empirical » Feedback & reinforcement Control » Focus & Results » Credits, identity Inspection » … Transparency Adaption
  18. » Anyone can participate in management meetings » FutuFriday » Yammer » Frequent updates of financial figures, sales pipeline and projects, management decisions, job opportunities, etc » Speed dates & Ask-the-CEOOpen Meetings ListeningLateral comms David paul ohmer @ flickr
  19. Weekly :)1 minute / personHow was last week? (honest smile)What will I do this week.How does my workload look.
  20. Numbers everywhere: Financial info, …
  21. Jobfair » Current availabilities» Currently staffed cases » Sales pipeline » Transparency » Autonomy (work in progress)
  22. Outcomes: 3x2!1. #1 in Great Place to Work 20122. High customer satisfaction numbers 33. Profitable company growth for 8 years 1 2 Turnover M€, 2004-2012 15 10 5 0 04 06 08 10 12
  23. We are all leaders!
  24. We’re on a journey! causalien@flickr
  25. If You Are » Leave your business card, and we’ll send youInterested › This presentation › Information on upcoming “Organisation 3.0” seminar day in Helsinki in Spring 2013 » Come talk with us 
  26. Thanks!Tuomas Syrjänen, 50 5470386Petri Heiramo, 40