philosophy : ABC What the epiphany created.

What we need to convey: His basic, simple, top level points. And how they reach into more complex issues.

Mood: The mood of this section is contemplative and well, intellectual.

Background: He looks at the activities organizations do as being in three levels, ABC:

      • A is the level of doing the work, such as answering the phone and emailing.

      • B is the level of improving the A level activity, such as installing a better email system or developing better ways to talk on the phone.

      • C is the level of improving the B level activity, such as figuring out how to improve the phone system or email systems in general, and also questioning deeper performance issues like; should we even be using email for all work communications?

    Visuals: Maybe a cool looking diagram? Maybe film this in a different style, to emphasize that we are now inside his head?

    		•  Script:

    : Doug feels that the optimal organization can be seen as operating on three levels of activity:

    The A level of activity is the actual, primary work, such as answering the phone.

    The B level of activity is improving you do the A level of activity, such as training for using the phone.

    C is the level where the organization looks at improving how they do the B level of activity, such as improving how they do training for using the phone better.