Recently Zappos head Tony Hesih did the unthinkable. He recreated his already successful into a superior company by removing managers. He has asked those in his company thrive for the highest and hardest of standards: To achieve excellence. He raised the bar from good enough to superior. He challenged his employee partners more than his customers.competitors.
Zappos long known for customer service excellence decided greatness wasn’t enough. They disrupted not their competitors but employees to excel at serving customers … or else. He left an option for those sullied by his change. Leave or comply ….joyfully.
In my opinion his remarkable move redefines the definition of excellence creating a moire profoundly productive e standard than merely aiming to out score.
An article in Inc notes:
You might think the result would be chaos, but it’s just the opposite. “The whole system just works, and it’s really resilient and flexible,” he said.
In fact, as cites get bigger they get more efficient: Every time a city doubles in size, productivity per resident goes up 15%, Hsieh claimed. Companies, in contrast, see productivity per capita fall as they grow.
Lest you worry about the jobs of all those managers, Hsieh clarified that they’re not being let go. “The people themselves we want to stay but they need to find some other role that doesn’t involve managing people,” he said.