Trust & Transparency – Foundations for Europe’s Best Workplace

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Lean Enterprise Software and Systems Conference

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.

Technologie

Trust & Transparency
Foundations of Europe’s Best Workplace
Tuomas Syrjänen, CEO
Petri Heiramo, Organisational ScrumMaster

11/17/2012
1

Futurice in Brief
TAMPERE
HELSINKI

BERLIN
LONDON DÜSSELDORF

1
Established
2000
150

Fact: Change is mandatory
Start-up Professionally managed

Baltic Development Forum @ Flickr

60 employees -
Control, rules, restrictions and processes
(Because everybody says that’s what you got to do )

“Have people really
changed in 6 months
from really smart to
really stupid?”

With more trust…
… transaction costs go down

… more trust is given back

… speed of decisions can go up

… more vulnerable to abuse

Credit Cards and
Expenses

Liewcf @flickr

Patrick h lauke @flickr

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

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

Trusting » Trust the customer

Customers » 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

Open windows
keeps your
apartment clean
Flickr @basheem

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

» 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-CEO

Open Meetings
Listening
Lateral comms
David paul ohmer @ flickr

Weekly :)

1 minute / person
How was last week? (honest smile)
What will I do this week.
How does my workload look.

Jobfair
» Current availabilities
» Currently staffed cases
» Sales pipeline
» Transparency
» Autonomy
(work in progress)

Outcomes: 3x2!
1. #1 in Great Place to Work 2012
2. High customer satisfaction numbers
3
3. Profitable company growth for 8 years
1 2 Turnover M€, 2004-2012
15
10
5
0
04 06 08 10 12

If You Are » Leave your business card, and we’ll send
you
Interested › This presentation

› Information on upcoming “Organisation 3.0”
seminar day in Helsinki in Spring 2013

» Come talk with us 

Thanks!
Tuomas Syrjänen,
tuomas.syrjanen@futurice.com
+358 50 5470386
Petri Heiramo,
petri.heiramo@futurice.com
+358 40 7092526
www.futurice.com
@futurice

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Trust & Transparency – Foundations for Europe’s Best Workplace

1. Trust & Transparency Foundations of Europe’s Best Workplace Tuomas Syrjänen, CEO Petri Heiramo, Organisational ScrumMaster 11/17/2012 1

2. Futurice in Brief TAMPERE HELSINKI BERLIN LONDON DÜSSELDORF 1 Established 2000 150

3. Digital delivery book

4. The Story Behind 11/17/20 4 12

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 really changed in 6 months from really smart to really stupid?”

8. Enlightment 11/17/20 8 12

9. We Believe in… Trust Transparency

10.

11. With more trust… … transaction costs go down … more trust is given back … speed of decisions can go up … more vulnerable to abuse

12. “Rules” of thinking

13. Credit Cards and Expenses Liewcf @flickr Patrick h lauke @flickr

14. 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

15. 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

16. Trusting » Trust the customer Customers » 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

17. Open windows keeps your apartment clean Flickr @basheem

18. 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

19. » 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-CEO Open Meetings Listening Lateral comms David paul ohmer @ flickr

20. Weekly :) 1 minute / person How was last week? (honest smile) What will I do this week. How does my workload look.

21. Numbers everywhere: Financial info, …

22. Jobfair » Current availabilities » Currently staffed cases » Sales pipeline » Transparency » Autonomy (work in progress)

23. Outcomes: 3x2! 1. #1 in Great Place to Work 2012 2. High customer satisfaction numbers 3 3. Profitable company growth for 8 years 1 2 Turnover M€, 2004-2012 15 10 5 0 04 06 08 10 12

24. We are all leaders!

25. We’re on a journey! causalien@flickr

26. If You Are » Leave your business card, and we’ll send you Interested › This presentation › Information on upcoming “Organisation 3.0” seminar day in Helsinki in Spring 2013 » Come talk with us 

27. Thanks! Tuomas Syrjänen, tuomas.syrjanen@futurice.com +358 50 5470386 Petri Heiramo, petri.heiramo@futurice.com +358 40 7092526 www.futurice.com @futurice

Trust & Transparency – Foundations for Europe’s Best Workplace

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