SlideShare a Scribd company logo
Making Software. Better.
Simple solutions to big business problems.
“People are more complex than
computers”
Mairead O’Connor
@maireadoconnor
We’re trying to find better ways to
work
Command and control hierarchy doesn’t work for us
We are all grown ups who don’t need
to be told what to do.
We solve problems by collaborating.
We believe good decisions are made
by the people with the right context.
We have grown rapidly in just over a decade
1,500 people in the Equal Experts
network
800 active consultants
290 employees
80 current clients
The network is what makes Equal Experts special
We’re a network of people.
Everyone contributes something
different.
We need and support each other.
We’re stronger together.
Locations
UK
London,
Manchester, Leeds
Canada
Calgary
India
Pune, Bengaluru
Australia
Sydney
Portugal
Lisbon
USA
New York
Germany
Berlin
South Africa
Cape Town
Bigger is different
Early companies are undefined and relatively simple
When Equal Experts first started we
didn’t know what we would become.
The company structure was malleable.
The network grew opportunistically
and unpredictably.
The number of potential connections grows - fast!
There’s only so much complexity can
fit inside a human head!
It quickly becomes unmanageable for
everyone to know everyone else.
“No structure” really means “implicit
structure” and that’s dangerous.
How do you grow without losing
what makes you special?
We try to run our company the way we run software
Break a problem into smaller pieces.
Tackle it with a self-organising team.
Don’t just build; also think about how
things will operate in the future.
Inspect, learn, adapt, iterate.
Distributed decision making -
“The Advice Process”
Every business problem is a comms problem
We need to make good business
decisions, quickly and efficiently.
People most affected by the decision
(usually) have the best context.
You can’t predict who is going to need
to know something, or who can
contribute.
Decentralised decision making with the Advice
Process
● State your intention
● Collect feedback
● Make your decision
Sylvain Pierre,
‘Making decisions, the Advice Process way’
Here’s an example of an Advice Process I started
How does the Advice Process work for us in practice?
Things fall between the cracks if
everyone assumes “someone else is
doing it”.
We still need exec leadership and
escalation routes.
We need to make an active effort to
spread information widely.
Open communications where we can
What sort of info must be private?
What sort of info could be public?
What about everything else in
between?
We are ‘Open’ where it helps us, but
not where it can hurt people.
Running a business is like running
a dev team. Mostly.
Scale intelligently, when and where you need to
Some of the best people don’t want to
be your employees, but it’s great to
work with them on their terms.
The Associate model is the best of
both worlds.
We can change shape and size as and
when required.
Use distributed systems to build resilience
Use talent from all over the world.
“Follow the sun” delivery.
Balance our exposure to market
forces.
Go where the interesting work is.
Break up organisational monoliths
We’ve managed complexity by
dividing into business units, practices
and shared services.
We ‘refactor the organisation’ to
make it more maintainable.
How do we decide where to divide?
That’s the hard bit...
We accept that things will go wrong
Don’t build for control; build for
adaptability.
We don’t pretend that we can control
or prevent everything.
We need to be able to limit the impact,
fix things when they break and learn
from the outcome.
Cross-functional teams are better at solving problems
We like cross-functional delivery
teams. Can we run the business this
way?
Operations are not second-class
citizens.
People are more complex than
computers
Culture debt is hard to pay back
We’re not as diverse as we’d like to be.
Short term pressure to grow quickly is hard to handle.
Interviewing people is difficult.
It’s really slow and difficult to change behaviours.
The software metaphors only take you so far
There is consequence to change.
There is no staging environment for
life; you’re always testing in prod.
How do you stop making the same
mistakes in the future? Is there an
automated test for that?
Is hierarchy a dirty word? Not entirely
We’re not a “Flat Hierarchy”; we want
‘just enough’ hierarchy to function.
But we don’t have line managers, we
don’t set performance targets and we
don’t do appraisals.
We trust that people will act in Equal
Experts’ interests.
There are lots of things we’re finding difficult
Finding the right balance between
freedom and accountability is hard.
Diversity and inclusion is hard.
Growth isn’t linear or predictable.
We have a tendency to be
introspective.
What have we learned so far?
Bigger is different
We are making this up as we go along!
There’s no one right answer, and the
target moves all the time anyway.
New people will make the network
grow stronger.
We strive for continuous
improvement.
We are getting better at using The Advice Process
Where should we open new offices?
Should I go to this conference?
Shall we rename our Slack channels to fit a naming convention?
Shall we send a plane into space?
Space Plane Record Attempt
Equal Experts Space Agency (EESA)
EESA Director of Rocket Science: Tim Squires
EESA Director of Space Operations: Nick Porthouse
What could you try?
The Advice Process is hard, but powerful
Create an environment where the impact of
failure is small and reversible.
Start small and experiment.
If you can’t trust your people to make good
decisions, why are you working with them?
Try trusting people
Thank You
Simple solutions to big business problems.
Making Software. Better.
Simple solutions to big business problems.
“People are more complex than
computers”
Mairead O’Connor
@maireadoconnor
Thank You
United Kingdom
+44 203 603 7830
helloUK@equalexperts.com
Equal Experts UK Ltd
30 Brock Street
London NW1 3FG
India
+91 20 6607 7763
helloIndia@equalexperts.com
Equal Experts India Private Ltd
Office No. 4-C
Cerebrum IT Park No. B3
Kumar City, Kalyani Nagar
Pune, 411006
Canada
+1 403 775 4861
helloCanada@equalexperts.com
Equal Experts Devices Inc
205 - 279 Midpark way S.E.
T2X 1M2
Calgary, Alberta
Portugal
+351 211 378 414
helloPortugal@equalexperts.com
Equal Experts Portugal
Avenida Dom João II, Nº35
Edificio Infante 11ºA
1990-083 Parque das Nações
Lisboa – Portugal
Thank You
USA
+1 866-943-9737
helloUSA@equalexperts.com
Equal Experts Inc
1460 Broadway
New York
NY 10036
 
LinkedIn
linkedin.com/company/equal-experts
Twitter
@EqualExperts
Web
www.equalexperts.com

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People are more complex than computers - Mairead O'Connor Equal Experts

  • 1. Making Software. Better. Simple solutions to big business problems. “People are more complex than computers” Mairead O’Connor @maireadoconnor
  • 2. We’re trying to find better ways to work
  • 3.
  • 4. Command and control hierarchy doesn’t work for us We are all grown ups who don’t need to be told what to do. We solve problems by collaborating. We believe good decisions are made by the people with the right context.
  • 5. We have grown rapidly in just over a decade 1,500 people in the Equal Experts network 800 active consultants 290 employees 80 current clients
  • 6. The network is what makes Equal Experts special We’re a network of people. Everyone contributes something different. We need and support each other. We’re stronger together.
  • 9. Early companies are undefined and relatively simple When Equal Experts first started we didn’t know what we would become. The company structure was malleable. The network grew opportunistically and unpredictably.
  • 10. The number of potential connections grows - fast! There’s only so much complexity can fit inside a human head! It quickly becomes unmanageable for everyone to know everyone else. “No structure” really means “implicit structure” and that’s dangerous.
  • 11. How do you grow without losing what makes you special?
  • 12. We try to run our company the way we run software Break a problem into smaller pieces. Tackle it with a self-organising team. Don’t just build; also think about how things will operate in the future. Inspect, learn, adapt, iterate.
  • 13. Distributed decision making - “The Advice Process”
  • 14. Every business problem is a comms problem We need to make good business decisions, quickly and efficiently. People most affected by the decision (usually) have the best context. You can’t predict who is going to need to know something, or who can contribute.
  • 15. Decentralised decision making with the Advice Process ● State your intention ● Collect feedback ● Make your decision Sylvain Pierre, ‘Making decisions, the Advice Process way’
  • 16. Here’s an example of an Advice Process I started
  • 17. How does the Advice Process work for us in practice? Things fall between the cracks if everyone assumes “someone else is doing it”. We still need exec leadership and escalation routes. We need to make an active effort to spread information widely.
  • 18.
  • 19. Open communications where we can What sort of info must be private? What sort of info could be public? What about everything else in between? We are ‘Open’ where it helps us, but not where it can hurt people.
  • 20. Running a business is like running a dev team. Mostly.
  • 21. Scale intelligently, when and where you need to Some of the best people don’t want to be your employees, but it’s great to work with them on their terms. The Associate model is the best of both worlds. We can change shape and size as and when required.
  • 22. Use distributed systems to build resilience Use talent from all over the world. “Follow the sun” delivery. Balance our exposure to market forces. Go where the interesting work is.
  • 23. Break up organisational monoliths We’ve managed complexity by dividing into business units, practices and shared services. We ‘refactor the organisation’ to make it more maintainable. How do we decide where to divide? That’s the hard bit...
  • 24.
  • 25. We accept that things will go wrong Don’t build for control; build for adaptability. We don’t pretend that we can control or prevent everything. We need to be able to limit the impact, fix things when they break and learn from the outcome.
  • 26. Cross-functional teams are better at solving problems We like cross-functional delivery teams. Can we run the business this way? Operations are not second-class citizens.
  • 27. People are more complex than computers
  • 28. Culture debt is hard to pay back We’re not as diverse as we’d like to be. Short term pressure to grow quickly is hard to handle. Interviewing people is difficult. It’s really slow and difficult to change behaviours.
  • 29. The software metaphors only take you so far There is consequence to change. There is no staging environment for life; you’re always testing in prod. How do you stop making the same mistakes in the future? Is there an automated test for that?
  • 30. Is hierarchy a dirty word? Not entirely We’re not a “Flat Hierarchy”; we want ‘just enough’ hierarchy to function. But we don’t have line managers, we don’t set performance targets and we don’t do appraisals. We trust that people will act in Equal Experts’ interests.
  • 31. There are lots of things we’re finding difficult Finding the right balance between freedom and accountability is hard. Diversity and inclusion is hard. Growth isn’t linear or predictable. We have a tendency to be introspective.
  • 32. What have we learned so far?
  • 34. We are making this up as we go along! There’s no one right answer, and the target moves all the time anyway. New people will make the network grow stronger. We strive for continuous improvement.
  • 35. We are getting better at using The Advice Process Where should we open new offices? Should I go to this conference? Shall we rename our Slack channels to fit a naming convention? Shall we send a plane into space?
  • 36. Space Plane Record Attempt Equal Experts Space Agency (EESA) EESA Director of Rocket Science: Tim Squires EESA Director of Space Operations: Nick Porthouse
  • 38. The Advice Process is hard, but powerful Create an environment where the impact of failure is small and reversible. Start small and experiment. If you can’t trust your people to make good decisions, why are you working with them?
  • 40. Thank You Simple solutions to big business problems.
  • 41. Making Software. Better. Simple solutions to big business problems. “People are more complex than computers” Mairead O’Connor @maireadoconnor
  • 42. Thank You United Kingdom +44 203 603 7830 helloUK@equalexperts.com Equal Experts UK Ltd 30 Brock Street London NW1 3FG India +91 20 6607 7763 helloIndia@equalexperts.com Equal Experts India Private Ltd Office No. 4-C Cerebrum IT Park No. B3 Kumar City, Kalyani Nagar Pune, 411006 Canada +1 403 775 4861 helloCanada@equalexperts.com Equal Experts Devices Inc 205 - 279 Midpark way S.E. T2X 1M2 Calgary, Alberta Portugal +351 211 378 414 helloPortugal@equalexperts.com Equal Experts Portugal Avenida Dom João II, Nº35 Edificio Infante 11ºA 1990-083 Parque das Nações Lisboa – Portugal Thank You USA +1 866-943-9737 helloUSA@equalexperts.com Equal Experts Inc 1460 Broadway New York NY 10036   LinkedIn linkedin.com/company/equal-experts Twitter @EqualExperts Web www.equalexperts.com