2-2 Assignment: Categorization of Variables of the Organizational Culture at Netflix
whosurgal
culture9-090801103430-phpapp02_slides.pdf
This is an archive of prior version
New version is at:
jobs.netflix.com/culture
1
Netflix Culture: Freedom & Responsibility
2
We Seek Excellence
Our culture focuses on helping us achieve excellence
3
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
4
Many companies have nice sounding value statements displayed in the
lobby, such as:
5
Integrity Communication
Respect Excellence
Enron, whose leaders went to jail, and which went bankrupt from fraud,
had these values displayed in their lobby:
Integrity Communication
Respect Excellence
6 (These values were not, however, what was really valued at Enron)
The actual company values, as opposed to the
nice-sounding values, are shown by who gets
rewarded, promoted, or let go
7
Actual company values are the behaviors and skills
that are valued in fellow employees
8
At Netflix, we particularly value the following nine behaviors and skills
in our colleagues…
…meaning we hire and promote people who demonstrate these nine
9
You make wise decisions (people, technical, business, and creative) despite ambiguity
You identify root causes, and get beyond treating symptoms
You think strategically, and can articulate what you are, and are not, trying to do
You smartly separate what must be done well now, and what can be improved later
10
Judgment
11
Communication
You listen well, instead of reacting fast, so you can better understand
You are concise and articulate in speech and writing
You treat people with respect independent of their status or disagreement with you
You maintain calm poise in stressful situations
12
Impact
You accomplish amazing amounts of important work
You demonstrate consistently strong performance so colleagues can rely upon you
You focus on great results rather than on process
You exhibit bias-to-action, and avoid analysis-paralysis
13
Curiosity
You learn rapidly and eagerly
You seek to understand our strategy, market, customers, and suppliers
You are broadly knowledgeable about business, technology and entertainment
You contribute effectively outside of your specialty
14
Innovation
You re-conceptualize issues to discover practical solutions to hard problems
You challenge prevailing assumptions when warranted, and suggest better approaches
You create new ideas that prove useful
You keep us nimble by minimizing complexity and finding time to simplify
15
Courage
You say what you think even if it is controversial
You make tough decisions without agonizing
You take smart risks
You question actions inconsistent with our values
16
Passion
You inspire others with your thirst for excellence
You care intensely about Netflix‘s success
You celebrate wins
You are tenacious
17
Honesty
You are known for candor and directness
You are non-political when you disagree with others
You only say things about fellow employees you will say to their face
You are quick to admit mistakes
18
Selflessness
You seek what is best for Netflix, rather than best for yourself or your group
You are ego-less when searching for the best ideas
You make time to help colleagues
You share information openly and proactively
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
19
Imagine if every person at Netflix is someone you
respect and learn from…
20
Great Workplace is Stunning Colleagues
Great workplace is not espresso, lush benefits, sushi lunches, grand parties, or nice offices
We do some of these things, but only if they are efficient at attracting and retaining
stunning colleagues
21
Like every company, we try to hire well
22
Unlike many companies, we practice:
adequate performance gets a generous severance package
23
We’re a team, not a family
We’re like a pro sports team, not a kid’s recreational team
Netflix leaders hire, develop and cut smartly,
so we have stars in every position
24
The Keeper Test Managers Use:
Which of my people, if they told me they were leaving,
for a similar job at a peer company, would I fight hard to keep at Netflix?
25
The Keeper Test Managers Use:
Which of my people, if they told me they were leaving,
for a similar job at a peer company, would I fight hard to keep at Netflix?
26
The other people should get a generous severance now, so we can open a slot to try to find a star for that role
Honesty Always
As a leader, no one in your group should be materially surprised of
your views
27
Honesty Always
Candor is not just a leader’s responsibility, and you should periodically ask your
manager: “If I told you I were leaving, how hard would you work to change my mind?”
28
All of Us are Responsible for Ensuring We Live our Values
“You question actions inconsistent with our values” is part of the Courage value
Akin to the honor code pledge: “I will not lie, nor cheat, nor steal,
nor tolerate those who do”
29
Pro Sports Team Metaphor is Good, but Imperfect
Athletic teams have a fixed number of positions, so team members are always competing with each other for one of
the precious slots
30
Corporate Team
The more talent we have, the more we can accomplish,
so our people assist each other all the time
Internal “cutthroat” or “sink or swim” behavior is rare and not tolerated
31
We Help Each Other To Be Great
32
Isn’t Loyalty Good? What about Hard Workers? What about Brilliant Jerks?
33
Loyalty is Good
• Loyalty is good as a stabilizer
• People who have been stars for us, and hit a bad patch, get a near term pass because we think they are likely to become stars for us again
• We want the same: if Netflix hits a temporary bad patch, we want people to stick with us
• But unlimited loyalty to a shrinking firm, or to an ineffective employee, is not what we are about
34
Hard Work – Not Relevant
• We don’t measure people by how many hours they work or how much they are in the office
• We do care about accomplishing great work
• Sustained B-level performance, despite “A for effort”, generates a generous severance package, with respect
• Sustained A-level performance, despite minimal effort, is rewarded with more responsibility and great pay
35
Brilliant Jerks
• Some companies tolerate them
• For us, cost to effective teamwork is too high
• Diverse styles are fine – as long as person embodies the 9 values
36
Why are we so insistent on high performance?
In procedural work, the best are 2x better than the average.
In creative/inventive work, the best are 10x better than the average, so huge premium on
creating effective teams of the best
37
Why are we so insistent on high performance?
Great Workplace is Stunning Colleagues
38
Our High Performance Culture Not Right for Everyone
• Many people love our culture, and stay a long time – They thrive on excellence and candor and change
– They would be disappointed if given a severance package, but lots of mutual warmth and respect
• Some people, however, value job security and stability over performance, and don’t like our culture – They feel fearful at Netflix
– They are sometimes bitter if let go, and feel that we are political place to work
• We’re getting better at attracting only the former, and helping the latter realize we are not right for them
39
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
40
The Rare Responsible Person
• Self motivating
• Self aware
• Self disciplined
• Self improving
• Acts like a leader
• Doesn’t wait to be told what to do
• Picks up the trash lying on the floor
41
Responsible People Thrive on Freedom,
and are Worthy of Freedom
42
Our model is to increase employee freedom as we grow,
rather than limit it, to continue to attract and nourish
innovative people, so we have better chance of
sustained success
43
Most Companies Curtail Freedom as they get Bigger
Bigger
Employee Freedom
44
Why Do Most Companies Curtail Freedom
and Become Bureaucratic as they Grow?
45
Desire for Bigger Positive Impact Creates Growth
Growth
46
Growth Increases Complexity
Complexity
47
Growth Also Often Shrinks Talent Density
% High Performance Employees
Complexity
48
Chaos Emerges
% High Performance Employees
Chaos and errors spike here – business has become too complex to run informally with this talent level Complexity
49
Process Emerges to Stop the Chaos
Procedures No one loves process, but feels good compared to the pain of chaos
“Time to grow up” becomes the professional management’s mantra
50
Process-focus Drives More Talent Out
% High Performance Employees
51
Process Brings Seductively Strong Near-Term Outcome
• A highly-successful process-driven company
– With leading share in its market
– Minimal thinking required
– Few mistakes made – very efficient
– Few curious innovator-mavericks remain
– Very optimized processes for its existing market
– Efficiency has trumped flexibility
52
Then the Market Shifts…
• Market shifts due to new technology or competitors or business models
• Company is unable to adapt quickly
– because the employees are extremely good at following the existing processes, and process adherence is the value system
• Company generally grinds painfully into irrelevance
53
Seems Like Three Bad Options
1. Stay creative by staying small, but therefore have less impact
2. Avoid rules as you grow, and suffer chaos
3. Use process as you grow to drive efficient execution of current model, but cripple creativity, flexibility, and ability to thrive when your market eventually changes
54
A Fourth Option
• Avoid Chaos as you grow with Ever More High Performance People – not with Rules
– Then you can continue to mostly run informally with self-discipline, and avoid chaos
– The run informally part is what enables and attracts creativity
55
The Key: Increase Talent Density faster than Complexity Grows
56
Increase Talent Density
• Top of market compensation
• Attract high-value people through freedom to make big impact
• Be demanding about high performance culture
57
Minimize Complexity Growth
• Few big products vs many small ones
• Eliminate distracting complexity (barnacles)
• Be wary of efficiency optimizations that increase complexity and rigidity
58
Note: sometimes long-term simplicity is achieved only through bursts of complexity to rework current systems
With the Right People,
Instead of a Culture of Process Adherence,
We have a Culture of Creativity and Self-Discipline, Freedom and Responsibility
59
Is Freedom Absolute?
Are all rules & processes bad?
60
Freedom is not absolute
Like “free speech” there are some
limited exceptions to “freedom at work”
61
Two Types of Necessary Rules
1. Prevent irrevocable disaster
– Financials produced are wrong
– Hackers steal our customers’ credit card info
2. Moral, ethical, legal issues
– Dishonesty, harassment are intolerable
62
Mostly, though, Rapid Recovery is the Right Model
• Just fix problems quickly – High performers make very few errors
• We’re in a creative-inventive market, not a safety-critical market like medicine or nuclear power
• You may have heard preventing error is cheaper than fixing it – Yes, in manufacturing or medicine, but…
– Not so in creative environments
63
“Good” versus “Bad” Process
• “Good” process helps talented people get more done – Letting others know when you are updating code
– Spend within budget each quarter so don’t have to coordinate every spending decision across departments
– Regularly scheduled strategy and context meetings
• “Bad” process tries to prevent recoverable mistakes – Get pre-approvals for $5k spending
– 3 people to sign off on banner ad creative
– Permission needed to hang a poster on a wall
– Multi-level approval process for projects
– Get 10 people to interview each candidate
64
Rule Creep
• “Bad” processes tend to creep in
– Preventing errors just sounds so good
• We try to get rid of rules when we can, to reinforce the point
65
Example: Netflix Vacation Policy and Tracking
Until 2004 we had the standard model of N days per year
66
Meanwhile…
We’re all working online some nights and weekends, responding to emails at odd
hours, spending some afternoons on personal time, and taking good vacations
67
An employee pointed out…
We don’t track hours worked per day or per week, so why are we tracking
days of vacation per year?
68
We realized…
We should focus on what people get done, not on how many days worked
Just as we don’t have an 9am-5pm workday policy, we don’t need a vacation policy
69
Netflix Vacation Policy and Tracking
“there is no policy or tracking”
70
Netflix Vacation Policy and Tracking
“there is no policy or tracking”
There is also no clothing policy at Netflix, but no one comes to work naked
Lesson: you don’t need policies for everything
71
No Vacation Policy Doesn’t Mean No Vacation
Netflix leaders set good examples by taking big vacations – and coming
back inspired to find big ideas
72
Another Example of Freedom and Responsibility…
73
Most companies have complex policies around what you can
expense, how you travel, what gifts you can accept, etc.
Plus they have whole departments to verify compliance with these policies
74
Netflix Policies for Expensing, Entertainment,
Gifts & Travel:
“Act in Netflix’s Best Interest”
(5 words long)
75
“Act in Netflix’s Best Interest” Generally Means…
1. Expense only what you would otherwise not spend, and is worthwhile for work
2. Travel as you would if it were your own money
3. Disclose non-trivial vendor gifts
4. Take from Netflix only when it is inefficient to not take, and inconsequential
– “taking” means, for example, printing personal documents at work or making personal calls on work phone: inconsequential and inefficient to avoid
76
Freedom and Responsibility
• Many people say one can’t do it at scale
• But since going public in 2002, which is traditionally the end of freedom, we’ve substantially increased talent density and employee freedom
77
Summary of Freedom & Responsibility:
As We Grow, Minimize Rules
Inhibit Chaos with Ever More High Performance People
Flexibility is More Important than Efficiency in the Long Term
78
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
79
If you want to build a ship, don't drum up the people to gather wood, divide the
work, and give orders. Instead, teach them to yearn for the vast and endless sea.
-Antoine De Saint-Exupery, Author of The Little Prince
80
The best managers figure out how to get great outcomes by setting the
appropriate context, rather than by trying to control their people
81
Context, not Control
Context (embrace) • Strategy
• Metrics
• Assumptions
• Objectives
• Clearly-defined roles
• Knowledge of the stakes
• Transparency around decision-making
Control (avoid) • Top-down decision-making
• Management approval
• Committees
• Planning and process valued more than results
Provide the insight and understanding to enable sound decisions
82
Good Context
• Link to company/functional goals
• Relative priority (how important/how time sensitive) – Critical (needs to happen now), or…
– Nice to have (when you can get to it)
• Level of precision & refinement – No errors (credit cards handling, etc…), or…
– Pretty good / can correct errors (website), or…
– Rough (experimental)
• Key stakeholders
• Key metrics / definition of success
83
Managers: When one of your talented people
does something dumb, don’t blame them
Instead, ask yourself what context
you failed to set
84
Managers: When you are tempted to “control” your people, ask
yourself what context you could set instead
Are you articulate and inspiring enough about goals and strategies?
85
Why Managing Through Context?
High performance people will do better work if they understand the
context
86
Investing in Context
This is why we do new employee college, frequent department meetings,
and why we are so open internally about strategies and results
87
Exceptions to “Context, not Control”
• Control can be important in emergency
– No time to take long-term capacity-building view
• Control can be important when someone is still learning their area
– Takes time to pick up the necessary context
• Control can be important when you have the wrong person in a role
– Temporarily, no doubt
88
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
89
Three Models of Corporate Teamwork
1. Tightly Coupled Monolith
2. Independent Silos
3. Highly Aligned, Loosely Coupled
90
Tightly Coupled Monolith
• Senior management reviews nearly all tactics
– e.g., CEO reviews all job offers or advertising
• Lots of x-departmental buy-in meetings
• Keeping other internal groups happy has equal precedence with pleasing customers
• Mavericks get exhausted trying to innovate
• Highly coordinated through centralization, but very slow, and slowness increases with size
91
Independent Silos
• Each group executes on their objectives with little coordination
– Everyone does their own thing
• Work that requires coordination suffers
• Alienation and suspicion between departments
• Only works well when areas are independent
– e.g., aircraft engines and blenders for GE
92
#3 is the Netflix Choice
1. Tightly Coupled Monolith
2. Independent Silos
3. Highly Aligned, Loosely Coupled
93
Highly Aligned, Loosely Coupled
• Highly Aligned – Strategy and goals are clear, specific, broadly understood – Team interactions focused on strategy and goals, rather than tactics – Requires large investment in management time to be transparent and
articulate and perceptive
• Loosely Coupled – Minimal cross-functional meetings except to get aligned on goals and
strategy – Trust between groups on tactics without previewing/approving each
one – so groups can move fast – Leaders reaching out proactively for ad-hoc coordination and
perspective as appropriate – Occasional post-mortems on tactics necessary to increase alignment
94
Highly Aligned, Loosely Coupled teamwork effectiveness
depends on high performance people
and good context
Goal is to be Big and Fast and Flexible
95
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
96
Pay Top of Market is Core to
High Performance Culture One outstanding employee gets more done
and costs less than two adequate employees
We endeavor to have only outstanding employees
97
Three Tests for Top of Market for a Person
1. What could person get elsewhere?
2. What would we pay for replacement?
3. What would we pay to keep that person?
– If they had a bigger offer elsewhere
98Confidential
Takes Great Judgment
• Goal is to keep each employee at top of market for that person
– Pay them more than anyone else likely would
– Pay them as much as a replacement would cost
– Pay them as much as we would pay to keep them if they had higher offer from elsewhere
99
Titles Not Very Helpful
• Lots of people have the title “Major League Pitcher” but they are not all equally effective
• Similarly, all people with the title “Senior Marketing Manager” or “Director of Engineering” are not equally effective
• So the art of compensation is answering the Three Tests for each employee
100
Annual Comp Review
• At many firms, when employees are hired, market compensation applies
• But at comp review time, it no longer applies!
• At Netflix, market comp always applies:
– Essentially, top of market comp is re-established each year for high performing employees
– At annual comp review, manager has to answer the Three Tests for the personal market for each of their employees
101Confidential
No Fixed Budgets
• There are no centrally administered “raise pools” each year
• Instead, each manager aligns their people to top of market each year – the market will be different in different areas
102
Compensation Over Time
• Some people will move up in comp very quickly because their value in the marketplace is moving up quickly, driven by increasing skills and/or great demand for their area
• Some people will stay flat because their value in the marketplace has done that
– Depends in part on inflation and economy
– Always top of market, though, for that person
103
Compensation Not Dependent on Netflix Success
• Whether Netflix is prospering or floundering, we pay at the top of the market
– Sports teams with losing records still pay talent the market rate, to get back to winning
104
Bad Comp Practices
• Manager sets pay at Nth percentile of title- linked compensation data
– The “Major League Pitcher” problem
• Manager cares about internal parity instead of external market value
– Fairness in comp is being true to the market
• Manager gives everyone a 4% raise
– Very unlikely to reflect the market
105
When Top of Market Comp Done Right...
• We will rarely counter with higher comp when someone is voluntarily leaving because we have already moved comp to our max for that person
• Employees will feel they are getting paid well relative to their other options in the market
106
Versus Traditional Model
• Traditional model is good prior year earns a raise, independent of market – Problem is employees can get materially under- or
over-paid relative to the market, over time
– When materially under-paid, employees switch firms to take advantage of market-based pay on hiring
– When materially over-paid, employees are trapped in current firm
• Consistent market-based pay is better model
107
Employee Success
• It’s pretty ingrained in our society that the size of one’s raise is the indicator of how well one did the prior year
– but for us the other factor is the outside market
• Employee success is still a big factor in comp because it influences market value
– In particular, how much we would pay to keep the person
108
Good For Each Employee to Understand Their Market Value
• It’s a healthy idea, not a traitorous one, to understand what other firms would pay you, by interviewing and talking to peers at other companies
– Talk with your manager about what you find in terms of comp
– Stay mindful of company confidential information
109
Efficiency
• Big salary is the most efficient form of comp
– Most motivating for any given expense level
– No bonuses
– Instead, put all that expense into big salaries, and give people freedom to spend their salaries as they think best
– Employees can decide how much Netflix stock they want, versus cash
110
No Vesting or Deferred Comp
• We don’t want managers to “own” their people with vesting – all comp is fully vested
• We want managers to be responsible for creating a great place to work, and paying at the top of market
• Employees are free to leave us anytime, without penalty, but nearly everyone stays
• Employees stay because they are passionate about their work, and well paid, not because of a deferred compensation system
111
No Ranking Against Other Employees
• We avoid “top 30%” and “bottom 10%” rankings amongst employees
• We don’t want employees to feel competitive with each other
• We want all of our employees to be “top 10%” relative to the pool of global candidates
• We want employees to help each other, and they do
112
Seven Aspects of our Culture
• High Performance
• Values are what we Value
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
113
In some time periods, in some groups, there will be lots of
opportunity and growth at Netflix
Some people, through both luck and talent, will have extraordinary career
growth
114
Baseball Analogy: Minors to Majors
• Very talented people usually get to move up, but only true for the very talented
• Some luck in terms of what positions open up and what the competition is
• Some people move to other teams to get the opportunity they want
• Great teams keep their best talent • Some minor league players keep playing even
though they don’t move up because they love the game
115
Netflix Doesn’t Have to Be for Life
• In some times, in some groups, there may not be enough growth opportunity for everyone
• In which case we should celebrate someone leaving Netflix for a bigger job that we didn’t have available to offer them
– If that is what the person prefers
116
Three Necessary Conditions for Promotion
1. Job has to be big enough – We might have an incredible manager of something, but we
don’t need a director of it because job isn’t big enough • If the incredible manager left, we would replace with a manager,
not with a director
2. Person has to be a superstar in current role – Could get the next level job here if applying from outside and we knew
their talents well
– Could get the next level job at peer firm that knew their talents well
3. Person is an extraordinary role model of our culture and values
117
Timing
• If a manager would promote to prevent an employee from leaving, the manager should promote now instead of waiting
• Three tests still have to be passed
1. Job big enough
2. Superstar in current role
3. Person is an extraordinary role model of our culture and values
118
Development
• We develop people by giving them the opportunity to develop themselves, by surrounding them with stunning colleagues and giving them big challenges to work on
– Mediocre colleagues or unchallenging work is what kills progress of a person’s skills
119
Career “Planning” Not for Us
• Formalized development is rarely effective, and we don’t try to do it
– e.g., Mentor assignment, rotation around a firm, multi-year career paths, etc.
120
We Support Self-Improvement
• High performance people are generally self- improving through experience, observation, introspection, reading, and discussion
– As long as they have stunning colleagues and big challenges to work on
– We all try to help each other grow
– We are very honest with each other
121
We want people to manage their own career growth,
and not rely on a corporation for “planning” their careers
122
Your Economic Security is based on your Skills and Reputation
We try hard to consistently provide opportunity to grow both by
surrounding you with great talent
123
Seven Aspects of our Culture
• Values are what we Value
• High Performance
• Freedom & Responsibility
• Context, not Control
• Highly Aligned, Loosely Coupled
• Pay Top of Market
• Promotions & Development
124
We keep improving our culture as we grow
We try to get better at seeking excellence
125
