dudeindigo - Schools, Research, Govt |
Sunday, June 04, 2006
Events
Personal Pursuits
1. Travel Information (i) Vacation Information - Time Share and Holiday Rentals
2. Arts, Culture, Events (i) New York area
3. Pro Audio, Video, Photography (i) Pro Photography (ii) Pro Audio
(vi) Do-it-Yourself Home improvement, Interior Design 3. Online businesses and Shopping (i) Entertainment - Movies, Music, Books
4. Politics, History, Society (i) Ancient Greek Politics and History
4. General Fun, Information, Links (i) Fun Links
Newspapers, Media, Commentaries
1. Newspapers and Magazines (i) US Newspapers
(iii) Indian Newspapers
2. Electronic Media - TV, Radio, Cable, Film (i) TV and Cable
WGBH, Boston , WETA, Washington DC 3. Internet Media - Political, Economic, Social Commentary (i) News and Politics
Weblogs
1. Social & Human Interest, Politics, Business Weblogs (i) Human Interest Blogs - Society, Government, Development
(iv) Media, Internet and E-commerce Blogs
2. Science, Technology, Medicine Weblogs (i) Blogs of Science & Technology Personalities
(v) Science and Reseach blogs
3. PodCasts
4. Blogging and Publishing Tools, Software, Technology (i) Blogging tools
Organizations and Clubs - Social, Non-Profit, Hobbyist
1. Non-Profit Organizations (i) Global Non-Profit NGOs
2. UN organizations 3. Hobbyist Clubs
Articles on People, Society, History, Lifestyles
1. Articles on Society, History, Lifestyles (i) US News
2. Articles on People (i) People -
1. Donald Winkler's suggested readings list on Breakthrough Management. 2. Brief bios - Silicon India - Persons of the week. 3. Dean Kamen
5. Jeffrey Sachs - Columbia University Prof, Earth Institute
6. Profiles of scientist-entrepreneurs from American Physical Society (APS) website. Includes - 7. Carver mead
8. The Fresh Prince Of Software - Marc Benioff. A second home in Hawaii, friendships with Colin Powell and Deepak Chopra, holiday parties for 700--life is good when you're Marc Benioff. He sells a boring product yet lives like a rock star. Then again, he learned from the best: his former boss Larry Ellison. By Carlye Adler, Business 2.0, March 2003 Issue 9. John D. (Jay) Rockefellier IV criticisms -
Books and Book Excerpts
(1) Book Websites, Reviews (i) Book Reviews
(2) Books that I own (i) Adventure - Fiction (ii) Adventure - Non-Fiction 1. Into Thin Air - Jon Krakauer 2. Jonathan Livingston Seagull - Richard Bach (iii) Biology (iv) Biography 1. The New New Thing - Michael Lewis 2. Buffett - Roger Lowenstein 3. Sir Vidia's Shadow - Paul Theroux (Audio cassette) (v) Business 1. Liar's Poker - Michael Lewis 2. Made in Japan - Akio Morita 3. Inside Intel - Tim Jackson 4. The Innovator's Dilemma - Christiansen 5. The Goal - Eliyahu M. Goldratt 6. Business the Amazon.com way 7. Burn Rate - Michael Wolff 8. Fiasco - 9. Dangerous Company - James 0' Shea, Charles Madigan 10. The Money Culture - Michael Lewis 11. The New Strategic Selling - (Audio cassette) 12. Microsoft Secrets - Michael Cusumano 13. CRM at the Speed of Light, 2nd Edn - Paul Greenberg 14. Monkey Business - John Rolfe, Peter Troob (Hardcover, 2000) 15. Den of Thieves - James B. Stewart (Hardcover, 1991) (vi) Chemistry (vii) Comics 1. Calvin and Hobbes - Bill Waterson 2. The Revenge of the baby-sat - Bill Waterson 3. Something under the bed is moving - Bill Waterson 4. Attack of the Deranged Mutant Killer Monster Snow Goons - Bill Waterson 5. There's treasure everywhere - Bill Waterson (viii) Computers & Programming 1. How to Solve it by Computer - 2. Enterprise Javabeans - Richard Monson-Haefel (Paperback, 2000) 3. XML in a Nutshell - Elliotte Rusty Harold, W. Scott Means, W. Scott Means (Paperback, 2001) (ix) Fiction 1. 1984 - George Orwell 2. Animal Farm - George Orwell 3. ALl about Power - David Balducci 4. A Brush with Death 5. Technobrat - Rukmini Bhaya Nair 6. The Inscrutable Americans - Anurag Mathur 7. English August - Upmanyu Chatterjee 8. Karma Cola - Gita Mehta 9. The God of small things - Arundhati Roy (x) Finance 1. Investments : Analysis and Management - Francis 2. After the Trade is Made - Weiss 3. Bond Markets : Analysis and Strategies - Fabozzi 4. Principles of Corporate Finance - Brealey and Myers 5. Introduction to Financial Accounting - Horngren, Sundem, Elliot 6. Risk Management and Financial Derivatives - Das 7. Financial Derivatives - Keith Redhead 8. Principles of Microeconomics - Mankiw, N. Gregory 9. The Big Fix - James R. Adams (Hardcover, 1990) 10. Full Faith & Credit: The Great S&L Debacle & Other Washington Sagas - L. William Seidman (Hardcover, 1993) 11. Other People's Money: The Inside Story of the S & L Mess - Paul Z. Pilzer, Robert Deitz (Hardcover, 1989) (xi) Health, Exercise & Nutrition 1. Ageless Body, Timeless Mind - Deepak Chopra 2. Super Nutrition for Women - 3. Colon Health Key to Vibrant Life - Dr. Norman W. Walker 4. Fresh Vegetables and Fruit Juices - Dr. Norman Walker (xii) Management 1. Management - Stoner, Freeman, Gilbert Jr. 2. The Dilbert Principle - Scott Adams (xiii) Marketing 1. Ogilvy on Advertising - David Ogilvy (Hardcover, 1983) 2. Principles of Marketing - Kotler and Armstrong 3. The 22 Immutable laws of Marketing (xiv) Mathematics 1. Advanced Engineering Mathematics - Kreyszig (xv) Organizations 1. The Fifth Discipline - Peter Senge (xvi) Philosophy, Personal Improvement 1. What Color is Your Parachute? 2001 - Richard Nelson Bolles (xvii) Photography 1. The Here's How Book of Photography (Kodak) - 2. The Book of Movie Photography - David Cheshire, Alfred Knoltz (xviii) Physics 1. The Tao of Physics - Fritjof Capra 2. Surely you're joking Mr. Feynman - Richard Feynman 3. The Emperor's New Mind - Roger Penrose (xix) Reference 1. The Louvre Collection 2. Guide to the Musee D'Orssay 3. Rijksmusueum Amsterdam - Highlights of the collection 4. Japanese-English, English-Japanese dictionary - Random House 5. All about Words - Rosenblum 6. How Things Work, the universal encyclopedia of machines - Vol I, II. 7. Dictionary of Theories (xx) Romance - Fiction (xxi) Sciences (Physical, Natural, Life) 1. The Origin of Species - Charles Darwin (xxii) Science - Fiction 1. The Age of Spiritual Machines - Ray Kurzweil 2. The Persistence of Vision - John Varley (xxiii) Society 1. The Trust - Susan Tifft, Alex Jones The private and powerful family behind the "New York Times". 2. Beyond Belief - V.S. Naipaul 3. The Prince - Niccolo Machiavelli (Paperback, Reissue, 1984) 4. Contrasting Styles of Industrial Reform: China and India in the 1980s - George Rosen (xxiv) Technology 1. The Wireless Web - Bryan Bergeron 2. Telecommunications for the Manager 3. Laser 4. An Introduction to the Intel family of Microprocessors - 5. 6. (xxv) Travel 1. Europe by Eurail (1996-97) 2. Lonely Planet - Netherlands (xxvi) Travel - Fiction 1. On the Road, Jack Kerouac - (3) Book Excerpts 1. The New New Thing, Michael Lewis - Jim Clark (SGI, Netscape, Healtheon, Hyperion = 189 ft above the deck, MyCFO). Phd student of Ivan Sutherland, U. Utah. Paul Romer & Robert Lucas - New Growth Theory, William H. Whyte - The Organization Man, Glen Mueller & The Mayfield Fund w/ Ed McCracken in SGI, Dick Kramlich & New Enterprise Associates w/ John Doerr & James Barksdale in Netscape, Mike Long, Pavan Nigam, Kittu Kolluri in Healtheon 2. Buffett, Roger Lowenstein - Ben Graham @ Columbia, "Security Analysis" in 1934 - Market is not a weighing m/c, able to precisely determine value, but a voting m/c, which registers individual choices. "The Intelligent investor" & margin of safety. Graham-Neuman Corp - GEICO. Marshall Weinberg - broker, Egypt. Charlie Munger - Adviser, L.A. Lawyer. Buy NE suit-line maker Berkshire Hathaway in 1962. Buy AmEx in 1963, CEO - Howard Clark. Go-go - "Letter stocks", "Perf fund" - Gerald Tsai, Mgr, Manhattan Fund, Fred Carr, Mgr, Enterprise Fund. "Story stocks", conglomerate - Cortes Wesley Randall, 35, Natl Student Mktg. Buy retailers Hochschild, Kohn & Associated Cotton Shops (Ben Rosner). Macroeconomist J.M. Keynes in 1936 speech - crowd's influence on market prices. Allegory - Oil discovered in Hell. Quit Buffett Partnership in 1969. June 1969 - Litton Industries, hallmark of the conglomerate era, fell 70%. 3. Inside Intel - Tim Jackson - Andy Grove came to U.S. by boat in 1956. Brilliantly intelligent and articulate, driven, obsessive, neat and disciplined. Intel has been built in his image. The values taught in the company's private university - directness in confronting problems and extreme rationality in approaching management questions - are an extension of Grove's own personality. - Andy Grove's slogan, some call it Grove's law, is "only the paranoid survive". Daily life inside Intel follows this maxim to the full. By comparison with Microsoft, Intel is almost obsessively secretive. The house joke is that its photocopiers are fed with paper that is already market 'Intel Confidential', at the top of everypage. - Watch out for 10X forces - ten times more powerful than the forces normally encountered in business. - 1st 10X force was the replacement of old-fashioned core memory devices in the computer business with smaller, cheaper, faster ICs. 2nd 10X force was the microprocessor revolution. Although it was Intel that sold the world's first microprocessor, the company was very slow to see the potential of its creation - only taking it seriously when two of its best engineers left to set up in competition. For years it viewed the device as a component to be used primarily in industrial controls rather than in computers, and it turned down an early suggestion by a team of its own scientists to build the world's first "desktop computer", and a gift from inventor Gary Kildall of the OS (CP/M) that could have taken the place of MS-DOS. 3rd 10X force was the issue (late 70s) of Japanese semiconductor makers posing a serious threat to Intel's memory-chip business. The issue was complicated by roller-coaster market conditions that prompted Japanese firms to 'dump' their products on the American market, selling them not only below the prices they charged in their home market but also well below their manufacturing cost. Also, Jap manufacturers paid more attention to quality and spent more effort trying to perfect their manufacturing processes than Intel (Moore and Grove did not face up) did. Only when Moore and Grove asked themselves what they would do if they were a new management brought in to clear up the mess did the solution emerge. Intel pulled out of memory chips, savagely cut back its workforce, and refocused its firepower on microprocessors. Classis b-school case study, and one of the company's finest moments. 4th 10X force - the Internet. Intel has responsed with MMX technology, extensions to the instruction set which allows computers to process sound and video more efficiently. It has made some astute VC investments in a number of the more interesting Internet startups. - Intel's strengths - mgmt team is strong. Corporate cultureallows the company to set objectives, communicate them swiftly to its workforce, and make a good attempt at achieving them. Its compensation scheme reewards hard work and loyalty, but check underperformance with regular reviews and 'corrective actions'. Its lack of hierarchy makes it easier to respond swiftly to change and to make rational decisions. - Intel's weaknesses - company is plagued by arrogance since its earliest years. It has frequently taken a high-handed approach to its customers, and suffers from the 'Not Invented Here' syndrome as badly as many tech companies. Most alarmingly, it has found it increasingly hard to accept outsiders into its senior ranks. -The winner of the 1st IC patent was Jack Kilby, an engineer at TI. But it was Noyce and his colleagues at Fairchild semiconductor who succeeded in turning the ICfrom a lab prototypeinto a commercial success. Noyce did not fit the stereotype of the an inventor. He was gregarious, charming, athletic and handsome. Brought up in Grinnell, a small town in Iowa, where his father was a Congregational minister, he was a boy scout who went to Sunday school every week and graduated valedictorian at the local high school. His entry in the school's year book described him as the Quiz kid.. - Gordon Moore, reporting to Noyce at Fairchild Semiconductor as Head of R&D, was a very different personality. While Noyce was 5'8'' and dark-haired, Moore was over 6'' and balding. While Noyce was the life and soul of every party - drinking, singing, playing tricks, and accepting every dare offered to him - Moore would sit with a few close friends, quietly talking around a table. His temper was a model of equanimity, and his two great passions were fishing and messing around in boats. He was born in teh small coastal town of Pescadero, just 30 mi south of SF, where his father was deputy sheriff of the county. -When a local paper asked Moore in 1968 why he and Noyce had decided to set up a new company, his answer was that they wanted to experience once again the thrill of working in a small, fast-growing compaany. In 1956, they had helped William Noyc, the leader of the team at Bell Labs that developed the transistor, to set up his own lab. A year later the pair had been among a group of 8 who walked out on Shockley (irascible, paranoid and ignoring their technical advice), to start their own transistor company under the banner of Fairchild. To raise funding for the new startup, the 'Traitorous Eight' struck a deal with Sherman Fairchild, an inventor on the East Coast whose father had been one of IBM's earliest investors. Fairchild had advanced $1.5m to them in 1957 - if the venture failded, Fairchild would pick up the tab. If it was a success, the company would have the right to buy them out for $300,000 a piece. The bell tolled for Fairchild Semiconductor in 1967, when Charlie Sprock, the company's famed manufacturing genius, set up in competition at National Semiconductor, and hired away busloads of his former colleagues. - It took Noyce just one phone call to raise money for Intel. Arthur Rock, an investment banker from New York, had come out to California to see the Traitorous Eight; he had helped them to draw up a list of potential backers, and he had shopped their idea to 35 different companies before getting a yes from Sherman Fairchild. Since then, Rock's life had become intertwined with the Fairchild founders. He had moved to California, and set up a new investment bank of his own in SF, specializing in financing of new companies (VC). Rock made 15 phone calls that afternoon, and received 15 acceptances. His goal was not simply to raise the money for Noyce and Moore: with their track record and his contacts, that would be a snap. Instead, Rock wanted to find investors who could offer some expertise that would be useful to the new business. - Gordon Moore headed Intel's R&D, and started to develop IC, which would replace "magnetic core" memory in mainframe computers. He had a head start. Shorty before his departure from Fairchild, a gifter young Italian semiconductor scientist in his dept named Federico Faggin, had invented a new variation on the standards IC manufacturing process, known as metal oxide on silicon. By 1968 the new technique, called 'silicon gate', was working stably in the lab, but it was still far from being a commercial product. With $2m in the bank, and a team of good engineers behind them, Moore knew that he and Noyce could develop the IC technology and mass produce memory devices at low cost. But silicon-gate MOS was only one of 3 promising approaches to the problem of building IMCs. Another was to build multichip memory modules; a third was to use a process known as Schottky bipolar. Moore and Noyce decided that they would pursue all 3 simultaneously - and sell whichever they were able to mass-produce first. - One of the 1st decisions that Noyce and Moore had to take was to choose a director of Operations for Intel. 'Director Ops' was the job that carried responsibility for getting products designed on time and built to cost. Only sales and marketing, and the big-picture strategy decisions, were beyond its remit. - They offered the Director Ops job to a guy who had no manufacturing experience at all - who was more a physicist than an engineer, more a teacher than a business executive, more a foreigner than an American. Andy Grove was born in Hungary in 1936 with the name Andras Grof. Being Jewish, he was forced to go into hiding when German tanks rolled into Hungary, and to stay hidden for the duration of World War II. Some weeks after Soviet tank crushed a reforming Hungarian government in 1956, Grove escaped thru the Austrian border, and arrived in America aboard a rusty old ship that had carried US troops during the war. Grove enrolled in a course in chemical engg at the City College of New York, and waited at tables at restaurants in order to help pay for his tuition. He hated New York, but worked hard and graduated top of his class. When the moment came to decide where to go, it was the weather that was the deciding factor. To get away from the bitter winters of the north-east, Grove enrolled at the UC Berkeley, and earned a PhD in 1963. Then, Grove worked at Fairchild for the next 5 years in the R&D dept while continuing to lecture at UC Berkeley. - Grove's attitude to work was like that of Stakhanov, the legendary Russian miner whose long hours of labor and tons of output for the greater glory of the proletariat were celebrated by Soviet propagandists. - By the fall of 1968, Intel's engg effort was clearly organized into 2 teams, each led by a former Fairchild R&D engineer, to follow the memory technology project independently. The MOS team was led by Les Vadasz, a balding, short-tempered engineer who shared Grove's Hungarian background; the bipolar team came under the control of a brilliant but equally short-tempered engineer called Dick Bohn. - The chip designed for Honeywell became Intel's 1st commercial product, part # 3101. H.T. Chua, a Stanford graduate and immigrant from Singapore, designed this 64-bit scratchpad memory, a bipolar memory circuit, for Honeywell. - Faulty wafer for the MOS manufacturing process. Moore told them what he thought the problem was. When a memory chip was being built, he reminded them, it had to be repeatedly heater up and cooled during different stages of the production process. The temp change was not abnormal for the electronics industry, but this circuit was particularly sensitive. Because the design had sharp corners where the metal oxide andthe silicon met, one would expand more quickly than the other, and a crack would appear that broke the circuit and rendered it useless. Moore came up with a solution to the problem that was brilliant in its simplicty. He told the engineers to 'dope' the oxide with impurities so that its melting-point would fall. This would reduce the brittleness of the chip's edges, and allow the oxide to flow evenly around the rough corners like melting ice cream. The process was patented in Moore's name; but once the chip was in production, the exact nature of the reflow process was kept secret from the hourly workers, who had been hired to carry out the chip fabrication and packaging. - 4. The Goal - Eliyahu M. Goldratt "A process of ongoing improvement". I view science as nothing more than an understanding of the way the world is and why it is that way. At any given time our scientific knowledge is simply the current state of the art of our understanding. I do not believe in absolute truths. Attacked "Cost Accounting" as enemy number one of productivity. Today Eli's process of ongoing improvement is synegistic with other methods - MRP, Just in Time, Statistical Process Control. Eli is also author of "The Haystack Syndrome: Sifting Info Out of the Data Ocean" and "The Theory of Constraints". The Goal - net profit, ROI and cash flow. "To make money by increasing net profit, while increasing ROI, and increasing cash flow". Throughput - Rate at which the system generates money through sales. Inventory - All the money that the system has invested in purchasing things which it intends to sell. Operational expense - All the money the system spends in order to turn inventory into throughput. Optimize the above three variables for the whole organization, not for local optimums. There is math proof which shows that when capacity is trimmed exactly to marketing demands, no more and no less, throughput goes down, while inventory goes through the roof - and also, carrying cost (operational expense) of inventory goes up. So, balancing capacity against marketing demand doesn't even reduce operational expese. 2 factors - dependent events, statistical fluctuations. In any process, averaging of fluctuations does not happen; accumulation of fluctuations happen, because dependency (between events) limits the opportunities for higher fluctuations (so only the downside happens). Balance model game of dice, match sticks and Aluminum bowls - There was no reserve at the start. When the kids downstream in the balanced model got behind, they had no extra capacity to make up for the loss. And as the negative deviations accumulated, they got deeper and deeper in the hole. It's due to "covariance" - impact of one variable upon others in the same group. A math principle says that in a linear dependency of 2 or more variables, the fluctuations of the variables down the line will fluctuate around the maximum deviation established by any preceding variables. Don't balance capacity with market demand, but balance the "flow of product" throughout the plant with market demand. Identity bottlenect and non-bottleneck resources. The idea is to make the flow through the bottleneck equal to (actually, slightly less, to account for demand drop) the market demand. Capacity of the plant is equal to the capacity of its bottlenecks. Priority of orders, Inventory routing (red- and green- tags), make bottlenecks productive (increase capacity), QC before bottlenecks, Setting up right incentives among plant workers. 5. CRM at the Speed of Light, 2nd Edn - Paul Greenberg - Definition of CRM, by Craig Conway, CEO of Peoplesoft - Every time a customer approaches a business, they arrive with an expectation. What happens next will form an experience that shapes their behavior. The ability to recongnize this process and to actively manage it forms the basis for CRM. - The Internet blends computing and communications into a platform-independent, globally accessible, and universally usable medium. The most significant benefit for business will be leveraging the Internet to support the very fabric of the enterprise. Delivering pure Internet applications directly to browsers will empower a global workforce to know, to do, to measure, and to improve their jobs in support of a common, customer-oriented strategy. This is the promise of CRM. - 1st significant change to B2C relationship - Technology has empowered consumers with the ability to conduct business with a variety of alternatives to the traditional face-to-face contact. In addition, it has given consumers access to far more information and choice than they have ever enjoyed before. This increased awareness, combined with increasing demands on personal time, creates consumers that are informed and impatient. Meeting their increased expectations is essential, perhaps critical. - 2nd significant change - Waning ability to rely on traditional forms of differentiation for competitive advantage. Customers used to endure poor CRM because a business offered a significantly better product, happened to be geographically convenient, or could offer better pricing. These competitive advantages, in terms of (i) location, (ii) size, (iii) awareness and presence are being eroded by the changes technology is creating in the business landscape. The most startling transformation is the shift away from product-driven differentiation to service-based differentiation. - Definition of CRM, by Brent Fei, CEO of Onyx Software - CRM is a comprehensive set of processes and technologies for managing the relationships with potential and current customers and business partners across marketing, sales, and service regardless of the communication chanenl. A business can be organized by a top-to-bottom pyramid-shape set of processes - at the highest level = business objectives outlining 2-5 year strategic goals; next level = Program initiatives, 1-1.5 years in scope, they are near-term game plans intended to move the company another step toward the long-term objectives; next level = Department plans, which are processes and behavior that form the fabric of everyday work within the organization; Lowest level = Technology, which is used to automate and enable some or all of the business processes and initiatives. Organizations use either many separate best-of-breed solutions or larger, integrated platform solutions to achieve the goals of technology-enabled business. The technology strategy is generally a reflection of the coordination, or lack thereof, of the organization. - Organizations tend to execute their technology strategies in one of 4 stages - (i) Functional = CRM is compartmentalized or granular; typical of Fortune 500 companies that have extremely large operational infrastructures. Intra-team coordination and cooperation is challenging, and inter-departmental coordination and cooperation is nearly impossible. Process and technology to support it are executed in very granular pieces. Examples of this would be sales forecasting, automated email response, and Web self-help as standalone technical solution. ROI in this model is typically only possible in very large companies where economies of scale make it feasible. The technology deployed in this environment ususally provides benefits only into the bottom layer of the operational structure, helping to manage the departmental plans. Since the technology tends to be fragmented and only benefits the specific departmental processes, large data warehouse and large integration and synchronization projects are common. These become the technologies necessary to serve the top two layers of the operational structure. - (ii) Departmental CRM - 6. Title : Crossing the Chasm Author : Geoffrey A. Moore Publisher : Harper Business (Harper COllins Publishers) Chapter 2: High-Tech Marketing Illusion > High-Tech Marketing Segments "Whereas other industries introduce discontinuous innovations only occasionally and with much trepidation, high-tech enterprises do so routinely and as confidently as a born-again Christian holding four aces." [707 words] >A Flaw in The High-Tech Marketing Model "The real news is not the cracks in the bell curve—the real news is the deep and dividing chasms. " [767 words] Chapter 3: High-Tech Marketing Enlightenment >Between Visionaries and Pragmatists "If you are going to risk time and money in high tech, then you really do need to remember how high-tech markets develop." [762 words] Chapter 4: The D-Day Analogy >D-Day: Entering the Mainstream Market "To enter the mainstream market is an act of aggression." [1039 words] Chapter 5: Target the Point of Attack >Handling High-Risk, Low-Data Marketing Decisions "There's a lot riding on this kind of decision, and severe punishment for making it badly." [1176 words] Chapter 6: Assemble the Invasion Force >Whole-Product Marketing "Failure to recognize this principle has been the downfall of many a high-tech enterprise." [700 words] Chapter 7: Define the Battle >Competitive Positioning: Capturing the Mainstream By Creating the Competition "The fundamental rule of engagement is that any force can defeat any other force—if it can define the battle." [567 words] Chapter 8: Launch the Invasion >High-Tech Selling Channels "During the chasm period, the number-one concern of pricing is not to satisfy the customer or to satisfy the investors, but to motivate the channel." [882 words] Chapter 9: Conclusion: Getting Beyond the Chasm >The Post-Chasm Enterprise "All too often one of the first tasks of the postchasm era is to manage our way out of the contradictions imposed by prechasm agreements." [731 words] >Organizational Decisions: from Pioneers to Settlers "In high tech, marketing is too ignorant to drive the bus." [923 words] Bypassing Phone Trees November 22, 2005; Wall Street Journal The Problem: Getting a person on the line when calling customer support. The Solution: Consumers looking for shortcuts to reach customer-service representatives can check the Interactive Voice Response cheat sheet (named for the technology in automated calling systems) at www.paulenglish.com/ivr/. The site, started this year by Paul English, co-founder of travel search engine Kayak.com, has phone numbers for 110 organizations and tips on bypassing the touch-tone or voice-recognition process (such as saying "representative" when calling FedEx, or hitting "0" many times quickly for Ikea.) The site is constantly updated with numbers suggested by the site's supporters. A handful, including one for Best Buy, are unpublished internal numbers given anonymously by employees. For numbers not on the list, try a search engine. Entering "Amazon customer service," for example, brings up a Web page by ClicheIdeas.com, dedicated to contacting customer representatives at Amazon.com. Mr. English also suggests a common trick: Don't press any keys and wait until a person picks up the call. ---------------------------------------------- Predicting the Future: Part II; Rich Karlgaard on how the right belief system will help predict the future. Rich Karlgaard 996 words 13 February 2006 Forbes 39 Volume 177 Issue 3 English (c) 2006 Forbes Inc. I graduated from college in 1976. That was 30 years ago, the same 30-year gap experienced by Marty McFly in the movie Back To the Future (see Jan. 30, p. 33). Let's fire up Doc Brown's DeLorean time-traveler and return to 1976. But would we really want to go? We'd be reminded that the prevailing view of the world in 1976 was: -- The planet was severely overpopulated and would soon run out of natural resources. -- The age of entrepreneurship was dead and was being replaced by the conglomerated efficiencies of large companies. -- Capitalism was morally repugnant because it wasted resources and oppressed the poor. The zeitgeist of 1976 had taken root in 1968, a year of turmoil and doubt. Stanford professor Paul Ehrlich fueled our doubts with a bestseller called The Population Bomb. Ehrlich predicted catastrophe: Famine would break out, followed by global wars, etc. Implied in Ehrlich's writing was that humans were consumers, not producers, of resources. If Ehrlich was right--and most of us gullible college students thought he was--then the only moral path available for us was to not procreate. Suppose you believed Ehrlich. Suppose your 1976 sense of moral certitude overrode your natural instinct to want children. Suppose it wasn't until the late 1980s that you woke up and realized Ehrlich was a boob, that he had gotten it all wrong. Whoops, better get busy trying to make babies, right? But what if all those years later one's sperm count or egg motility was no longer up to the task? What if your fertility window had opened and shut while you were under the spell of quacks like Ehrlich? Well, too bad for you. Beliefs have consequences, and they're sometimes harsh. One 1976 college grad joins AT&T, having been taught by John Kenneth Galbraith at Harvard that we live in an age of great corporate efficiency. Another joins Oracle, thinking this Larry Ellison guy is awfully smart. The first person trades excitement for prestige and gets neither. The second gets both, helps change the business world for the better and retires rich. Ideas and worldviews do matter greatly in our lives. Mental Operating System This column's chief goal is to supply you with a worldview--a mental operating system--that will be as good 30 years from now as it is today. If this column causes you to see opportunity beyond the defeatist smog, then I'll have done my job. Three eternal truths sit at the core of our mental operating system. The first: Natural resources will never run out. Etch this into your brain--man discovers or creates resources faster than he uses them up. Whale blubber started to run out in the early 1800s. The Paul Ehrlichs of the time were in a panic. Then in 1859 Edwin Drake drilled the world's first oil well in Titusville, Pa. The second eternal truth: Success is not a zero-sum game, though most academic economists, pundits and politicians act as if it were--maybe because they vie for glory in zero-sum professions. (There can be only 1 U.S. President and 50 senators, for example.) The third eternal truth: The Golden Rule is more than a spiritual truth, it is a business truth. You get ahead in business by serving others. Sure, you can try to cheat or cut corners--and you may succeed. But the odds overwhelmingly favor the company that serves its customers with great products and services at a fair price. This is even truer today, in the age of Internet price transparency and activist consumers. Beyond these eternal truths are modern truths. Moore's Law is one. We know that digital technology progression occurs at a predictable rate: Chips double in performance every 18 months; storage every 12 months; bandwidth every 9 months--or close enough, anyway. I know a billionaire venture capitalist who says his secret of success has been simply "to project Moore's Law into the future and to imagine what new products and services it would bring." Moore's Law has been a billion-dollar idea to this investor. Another modern law was best described by banking legend Walter Wriston, a great thinker who died a year ago. Let's call it Wriston's Law of Capital. In the age of electronic money transfers, said Wriston, "Capital will always go where it's welcome and stay where it's well treated." Capital is mobile, capital is in play, and if you want some of it, you'd better treat it well. Evidently the state of Maryland hasn't heard of Wriston's Law. It recently passed laws raising the minimum wage and requiring large employers such as Wal-Mart to pay higher employee health care insurance costs. Wriston's Law predicts that these decisions will be good for the economy … neighboring Virginia's economy. Wriston once told me that capital is not just money, "It's also talent and ideas. They, too, will go where they're welcome and stay where they're well treated." Google understands Wriston's Law perfectly. The company attracts the first cut of talent in Silicon Valley because it offers stock options, the value of which has risen. But more than that, Google gives creative freedom to its scientists and engineers. One day a week the brainiacs work on whatever projects they like. Google is a giant playpen. This is Wriston's Law at work. Moore's Law, Wriston's Law and a few other older truths help us see the world in which we live. And where that world is going. With the right belief system we can predict the future. Read Rich Karlgaard's daily blog at http://blogs.forbes.com/digitalrules or visit his home page at www.karlgaard.com ------------------------------------------------------- [Business Life /Careers] CATCH THE NEW MBA CRAZE: RAOISM Anne Fisher 20 February 2006 Fortune U.S. Edition THE TERMS "SELF-HELP" AND "MBA" don't often go hand in hand. So it's surprising that a Columbia Business School class called Creativity and Personal Mastery (CPM) is fast becoming one of the most popular B-school classes in the U.S. Weirder still, it's arguably the toughest to get into, requires thinking about the "meaning of life," and not infrequently convinces MBA students that- -surprise!--money isn't everything. CPM is the brainchild of Srikumar Rao, an ex-marketing executive from Wall Street and Hollywood. (The Exorcist was one of his early successes.) He went into teaching when, he says, "I needed to integrate my spiritual life with my work life." Now Rao is spreading his message with a new book called Are You Ready to Succeed?: Unconventional Strategies for Achieving Personal Mastery in Business and in Life. Unconventional is right. "Raoism," as his devotees call it, uses a system of intense introspection to revive energy and creativity. In a series of eight mental exercises, Rao explains how to shush the inner chatter and clear the way for career growth. Granted, it sounds like New Age hokum. "I was sticking my neck out a bit to recommend that we take on this course," says Paddy Barwise, head of the marketing department at the London Business School, where Rao taught last fall. "Most of the people who come to my class are downright unbelievers," admits Rao. "But is the mental model you're using now working better for you than the one I'm proposing?" There must be something to it. The class is so oversubscribed that he has had to devise a rigorous application process. (Each candidate must submit a resume, agree to be interviewed, and write seven essays.) And Rao's is the only course at the Columbia B- school that has its own alumni association. If you read Rao's book, brace yourself: Some Raoists have had dramatic epiphanies. Magnus Asbjornsson, a newly minted MBA, was hell-bent on a high-powered consulting job--until he took Rao's course. "I realized I was chasing brand names, and it was all driven by pure ego," he says. Now he works for Marakon Associates, a small strategy firm whose culture emphasizes work-life balance and public service. -------------------------
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