By Sagar Paul & Dan McClure Presented at TW Live India 2017.

1. D A N M C C L U R E & S A G A R PA U L
THE FUTURE IS MESSY

2. THE FOURTH INDUSTRIAL REVOLUTION
(THE MESSY REVOLUTION)
2
“In its scale, scope and complexity the transformation will
be unlike any humankind has experienced before …
disrupting almost every industry in every country.
The breadth and depth of these changes herald the
transformation of entire systems of production,
management, and governance.”

3. How Do We Go To This
Next Level?

4. End of Dentistry

5. 5
Impossible
Problems
Demand Messy
Solutions
Aravind Eye Hospital

6. ARAVIND EYE CARE – THE CHALLENGE
6
 Worldwide – 45 million blind
 India - 12million
 4 million more each year
 80% of this preventable
 Lack of doctors
 400 surgeries / year
 Intraocular lenses @ $150
Doctor
Patient

7. ARAVIND EYE CARE – THE CHALLENGE
7
 5X productivity
 97% cost reduction
 Lowest infection rate worldwide
 Scale to 400,000+ surgeries
Doctor
Patient
New Actors
(Nurses)
New Tech
(Local Lenses)
Clinic
New Systems
(Franchise Model)
Clinic
Clinic

8. A Short History of What
We’re Good At

9. REDUCTIONISTS -
ENGINEERING CHANGE

10. BUILDING BIG THINGS WITH REDUCTIONIST
ENGINEERING
10

11. DECOMPOSITION
ANALYSIS
COMMAND/CONTROL

12. ENGINEERING BIG WELL
UNDERSTOOD PROJECTS
12

13. 13
DISCOVER INCREMENTAL
IMPROVEMENTS

14. W. Edward Deming
INCREMENTAL INNOVATION

15. Product or
Service
Product
Service
Feature
User
Value
Provider
Payment
Research and
Testing
SIMPLIFIED WORLD OF PRODUCT DISCOVERY
15

16. LEAN STARTUP
(USER DIRECTED
LEARNING)
X
Cross Functional
Team
Fail Fast
Double
Down
Pivot

17. TWO THINGS WE’RE GOOD AT
17

18. OPPORTUNITY IN THE MESSY
MIDDLE
18

19. But We’re Not
Very Good At Messy
(… yet)

20. 20
 New Actors
 New Connections
 New Tech
 New Systems
System Change
New Possibilities
Evolve Over Time
Sustainable System
Resilient / Independent
AT THE HEART OF MESSY
COMPLEXITY

21. COMPLEXITY IS HARD
 Diverse Domains
 Coupled Choices
 Conflicting Needs
 Large Scale
 Unknown
 Uncertain
 Changing
21
Product
Quality
Maintenance
Effort
Program
Revenues
User
Satisfaction
Program
Costs
Investment
Funding
Product
Availability
Speed of
Scaling
User Base
New
Features
--
+
+
+
+
++
+
+ -
+

22. RIVIGO

23. RIVIGO
 Road Infrastructure Strained
 Freight Costs high – 13% GDP (10% US
and 8% Germany)
 Productivity low – 15 km/hour
 25 Nights Away
 1mn Driver Shortfall
23
25
DAYS

24. RIVIGO
 Productivity - 50km/hr
 50% reduction in TAT
 Time at Home
24
Driver Relay model
Tech
Insight
Starts from home
Goes home often

25. THE FOURTH INDUSTRIAL REVOLUTION
(THE MESSY REVOLUTION)
25
“In its scale, scope and complexity the transformation will
be unlike any humankind has experienced before …
disrupting almost every industry in every country.
The breadth and depth of these changes herald the
transformation of entire systems of production,
management, and governance.”

26. USERS NOW LIVE IN A FOURTH INDUSTRIAL
WORLD
26
User

27. IOT LET’S YOU ENGAGE THEM WITHIN THEIR
LIFE
27
User
IOT
IOT
IOT
IOT

28. User
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
… BUT MOST OF THE IOT IS NOT YOURS
28

29. YOU CAN BEGIN TO CONNECT A COMPLEX
SYSTEM
29
User
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT

30. BUT… BIG DATA AND THE CLOUD
EXPANDS THE SYSTEM
30
User
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
Big Data
+ Cloud

31. User
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
Big Data
+ Cloud AI
AI
AI CREATES AUTONOMOUS ACTORS
31

32. User
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
IOT
Big Data
+ Cloud AI
AI
Robot
ROBOTS GIVE THEM THE POWER TO
PARTICIPATE
32

33. Mandatory Messiness
 New Actors
 New Connections
 New Technology

34. 34
DISCOVERY MESSY SYSTEMS
Product or
Service
Product or
Service User
Value
Provider
Payment
Research and
Testing
ENGINEERING
System Change
New Possibilities
Sustainable System
Resilient / Independent

35. How Do We Embrace
Messiness ?

36. PLAN TO LEARN AND ADJUST
36

37. COMPLEXITY EVOLVES (AND GROWS)
37
Fragile
Ongoing Crisis
System Change
New Possibilities
Evolve Over Time
Sustainable System
Resilient / Independent

38. DESIGN ORGANIZATIONS
FOR MESSINESS

39. EMPOWER TEAMS TO PURSUE OUTCOMES
39
Silos
Tasks
Collaboration
Goals
Efficient Staffing Empowered Teams

40. DESIGN ORGANIZATIONS
FOR MESSINESS
 Flexible
 Collaborative
 Outcome Focused

41. GET A CHOREOGRAPHER

42. THE FROZEN MIDDLE
42
M A N A G E R
E N G I N E E R
Organization
and Priority
Engineering
and Expertise

43. FOCUS
ON
OUTPUTS

44. CONNECTING GOALS WITH ACTION
44
M A N A G E R
E N G I N E E R
Big Picture Vision
Complex Pivots
M A N A G E R
E N G I N E E R
C H O R E O G R A P H E R
Organization
and Priority
Engineering
and Expertise

45. FOCUS
ON
OUTCOMES

46. LISTEN FOR STORIES OF ROGUE CREATION
Crossing
Silos
Rescuing
Initiatives
Leading
Without
Mandates

47. LEVERAGE
CREATIVE PLATFORMS

48. DIVERSE DOMAINS FORCE BUSINESS AND TECH
TOGETHER
Dan McClure
2016

49. Go-Jek

50. GO-JEK
50
M A N A G E R
E N G I N E E R
MESSY BUSINESS ALIGNS WITH TECH
Technology Platform
Mirrors the Business
Platform
Evolutionary
Architecture Built for
Change
Business Platform is Built
on 300,000 Drivers
Technology Platform
Mirrors Business Platform

51. GO-JEK
51
M A N A G E R
E N G I N E E R
EVOLVING OPPORTUNITIES
 Release one product every other
month
 Work with one fourth the tech team
 Messy is not impossible

52. Go-Jek
Value of
Platforms

53. Don’t Over
Simplify the
Opportunity

54. Claim the
Messy
Possibilities

56. Extra Slides

57. THE MESSY MIDDLE IS DIFFERENT
57

58. SIMPLIFIED WORLD OF PRODUCT / FEATURE
DISCOVERY
58
Product or
Service
Product
Service
Feature
User
Value
Provider
Payment
Research and
Testing

59. IT’S NOT ABOUT THE FLYING CAR

60. IOT
(internet of
things)
Ubiquitous
Big Data
AI
(Artificial
Intelligence)
Robotics
IT’S ABOUT MASTERING MESSINESS