Week 29, 2021—Issue #161
The mOS Trifecta: Personal Fulfillment, Customer Satisfaction, and Company Profitability
Each week: three ideas on and about the future of work. This week: three ideas on how to measure success.
Last week’s issue served to introduce mOS — MAQE’s new organizational structure and operating system. Today, I’d like to expand on something I mentioned in passing towards the end of that post, namely what mOS is meant to achieve and how:
Let’s dig in.
1. Personal Fulfillment
Success is defined as the ability to maximize three separate and opposing values. The first and arguably most important one is Personal Fulfillment. MAQE was founded on the idea that ‘happy people do good work’ and we thought that if we could get happiness right, everything else would follow. We still believe that. But our thinking around happiness has… matured over time. Today we draw a clear distinction between comfort and relaxation on the one hand and meaningful work and fulfillment on the other. The former sounds nice but is meaningless over the long term. Fulfillment is all that’s important. And fulfillment requires hard work and dedication.
2. Customer Satisfaction
Personal Fulfillment is the sum total of learning, impact, and relationships gained through work. mOS is designed accordingly. Thanks to its role-based structure, mOS encourages people to experiment and collaborate with new roles and responsibilities. And thanks to Rendenheyi (RDHY) and the introduction of MicroEnterprises, these responsibilities extend as far as launching new products and services. That’s key. At MAQE, we’ve always been a bit too introspective by nature. That’s not necessarily bad. But RDHY will help us counterbalance this trait by emphasizing entrepreneurship and with that, a keen focus on value creation and customer satisfaction.
3. Company Profitability
Happy people do good work; good work makes customers happy; and happy customers lead to repeat business, good reputation, and, over time, higher profitability. But that’s not all. We think RDHY will supercharge our innovation practice as well. By enabling employees-turned-entrepreneurs to experiment with new and targeted offerings, we’re essentially building ourselves an innovation management system with which to continuously sense and respond to customer needs. We’ll shed the ventures that don’t work and keep the ones that do, thus creating new and previously untapped revenue streams.
mOS is a decidedly ambitious endeavor. It’s difficult to reduce it down to practicalities without losing the big picture. But in the spirit of sharing, here are a few concrete examples:
- mOS’ role-based structure will enable and encourages individuals to enter into new roles and responsibilities, thus maximizing learning and…. Personal Fulfillment.
- Individuals that experiment with new roles will become more capable and well-rounded, making them better able to maximize value creation and… Customer Satisfaction.
- Individuals that want to can capitalize on these new capabilities by creating new products and services, thus helping to maximize innovation and…. Company Profitability.
mOS is an organizational structure and operating system. Note the emphasis. mOS consists of many interconnected parts that all work to reinforce one another.
That’s all for this week.
Until next time: Make it matter.
