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Mecha-Despair - Aditya Yadav


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Mecha-Despair - Aditya Yadav

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Mecha-Despair - Aditya Yadav

  1. 1. “Running an Agile Fortune 500 Company” Aditya Yadav, *
  2. 2. * *A Typical Global Company *Fortune 500/1000 *200 Divisions *40 Countries *25000 Employees
  3. 3. @ Acme Inc. *
  4. 4. * *Original Question “How do we increase Customer Satisfaction?” *The Correct Question - “Tackling Mecha- Despair is a start… allow me to explain what it is…”
  5. 5. And The Philosophy Behind The Answer *
  6. 6. * *Mecha aka Meka is Machine or Machinelike
  7. 7. * *I feel like I‟m talking to a WALL!!! *I want to talk to your Manager put him on the phone! *Why doesn‟t anyone Understand? *Why can‟t you simply solve The Problem? *Support Employees – read a script from their computer console (Hence Apple put Genius‟s in their Stores !!!)
  8. 8. * * Systems are designed for Σ (Situation) with pre-designed Σ (Response) and mechanisms to go from Σ (Situation) to Σ (Response) * Systems are grossly inappropriate for Situations they were not designed for … and a lot of times for Situations they were designed for itself (!!!) i.e. Obsolete!!! * They are designed to give a Perception of Intelligent Behaviour… but they are just Codified Rules * We end up hating Systems and people who Design and Control Systems… * We want Intelligent Behaviour!!! * We wonder – How can someone put 10,000 employees into A System and make them behave as Dumb as Dhuh! ??? * The Mecha / System Designers claim their designs bring Order to the Chaos!!! * Our First Artificially Intelligent Systems were based on Rule Engines!!! (Ouch!!!) * We constantly Fire Fight to „Fix‟ our Mecha/Systems !!! And the Cycle never Ends! * Everyone is constantly disgruntled and frustrated with Mecha-Despair
  9. 9. * 1. Human Compassion 2. Human Intelligence & Rationality (???) 3. Human Companionship 4. … 5. … 6. Etc.
  10. 10. * * Tackling Mecha Despair is the KEY consideration for Design of Systems/Mechanisms/Process with a Human Interface * If systems are normally Designed for Σ (Situation) * We need to design them for * Alternate Workflows * Manual Overrides * This constrains Mass Standardization, Consistency, Efficiency, Logn Operations, Business Scalability * This will remain a serious problem Until Human Scientists Clone Intelligence and make it Serve Human Interests * But even then the problem #3 on the previous slide #9 will still remain
  11. 11. * Aditya!!!