In the early days, founders William Hewlett and David Packard embedded a culture of innovation, customer focus, and respect for individuals at HP. Their philosophy, famously documented in Packard’s memoirs, The HP Way (1995; my summary,) emphasizes the founders’ unwavering dedication to their principles and values.
Following their humble ‘garage’ beginnings, HP’s team developed electronic test and measurement devices. At their workshops in Palo Alto, every worker was encouraged to observe their colleagues at the ‘next bench.’
They weren’t just being nosy; they were on a mission to check out how their experimental gadgets were performing, discuss any issues, and lend a hand where needed.
The underlying ethos was clear: if one technician’s idea resonated with a nearby colleague, it could likely resonate with customers too, potentially opening up new markets.
Initially conceived as a problem-solving exercise for new ideas, this practice heightened technicians’ awareness at HP. They became attuned to their colleagues’ challenges, which sensitized them to the potential needs of engineering customers.
Idea for Impact: Want killer feedback from your customers? Keep a close eye on them using your products. Figure out what they like and what bothers them. Identify those pain points, and you’re on your way to building a customer-focused culture that just clicks.
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