Towards Operational Excellence

Part 1 — Customers, Culture, and why you should care.

What is Operational Excellence? bookstore — 1995

Once upon a time

Breaking the monolith

What is Operational Excellence?

How does a technology organization move toward OE?


Customer Obsession

Insist on the Highest Standards


“Our vision is to be earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.” — Amazon Vision Statement

“necessity is the mother of invention.”

Amazon Flywheel

“Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.” — Jeff Bezos, 2016 Letter to Shareholders

Peculiar ways

All customers are equal

Two-pizza teams

You build it; you ship it

Take away

“You can write down your corporate culture, but when you do so, you’re discovering it, uncovering it — not creating it. It is created slowly over time by the people and by events — by the stories of past success and failure that become a deep part of the company lore.”

— Jeff Bezos, 2015 letter to shareholders

Wrapping up



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Adrian Hornsby

Principal System Dev Engineer @ AWS ☁️ I break stuff .. mostly. Opinions here are my own.