How to Build a More Human Organization

When you are small, so when you're small, you can be very close to every employee as a customer. And what happens as you grow, especially as you build out your sort of your bureaucratic core is that a smaller and smaller ratio of your company is actually exposed to customers. As there's too many employees to know who everybody is, you lose, you start to turn people into classifications in order to manage the scale. So now you have to come up with these processes that are going to try to communicate to those people who are going to do them what you really want to do.

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