YOUR BUSINESS IS A SYSTEM BASED ON TRUSTCreated by / Rob Woolley @rdotwoolley

WHY SHOULD YOU TRUST ME?I've broken and fixed many systems over the past decade

In several industries

I'm a bit crazy

Year Problems Solved

Feb 2013 330

Feb 2014 395

Feb 2015 500

AGENDAThe Enterprise as a SystemIndividuals and TrustTrust Within the TeamTeams in the Value Chain Operating with TrustConclusions and Future Directions

THE SYSTEM

W. EDWARDS DEMING“Your business is a system.”

DONELLA MEADOWS“Your business is a complex system.”

HUMBLE, MOLESKY, O'REILLY“Your enterprise is a complex adaptive system

composed of people who share a commonpurpose.”

WOOLLEY“Your enterprise is a complex adaptive system

that is composed of people who share acommon purpose. The people are

interconnected by the flow of informationwhich is facilitated by communication and

galvanized by trust.”

TRUST BETWEEN INDIVIDUALS

In this business with me, I do not buy a service. I buy a result.

In all matters, when you work for me, you must do exactlywhat you say you will do.

In all matters, when you work for me, you must do exactlywhat you say you will do.

In this business with me, I do not buy a service. I buy a result.

If you say you will do a thing, you must do exactly that thing.

INDIVIDUALS AND INFORMATION FLOW

INDIVIDUALS AND TRUST DEFINED*Will you do a thing for me in the future even if it does notdirectly benefit you?

INTERLUDE OF INDIVIDUAL TRUSTThe Talented Mr. Riley

MID 2013... OUR STATUSThe team trusts me

I trust the team

How do I get the team trusting each other?

THE MIGHTY DUCKS

TRUST WITHIN TEAMSA group phenomena that structures predictability inindividual response tied to a shared identity.

FIRST YOU NEED A GROUP OF PEOPLE

A STRONG UNIFYING IDENTITYWe will be the best Web Operation Team in the EquityManagement Industry

COMPELLING MANDATEWe own our platform's availability, reliability, and resilience.No one else.

We perform missing-or-broken-feature-by-human to providea seamless equity management experience

SIMPLE RULES TO REINFORCE OUR IDENTITYWe are a keeper of accurate records. Do not f*#k up therecords.

Do not separate employees or companies from their moneyor shares.

It is a $40B system. Make good bets.

THE VALUE OF A HIGH TRUST - HIGH PERFORMANCE

TEAM

WARNING!Beware of local optimization! Remember it's a complex

adaptive system!

INTERLUDE OF INTER TEAM TRUSTGlobal Cross Team Standup

TYPICAL VALUE CHAIN

TRUST FORGED VALUE CHAIN

CONCLUSION“Your enterprise is a complex adaptive system

that is composed of people who share acommon purpose. The people are

interconnected by the flow of informationwhich is facilitated by communication and

galvanized by trust.”

CLIENTSDo your clients trust your enterprise?

TEAMSWhen teams collaborate and they do not have a positive

outcome... why?

WITHIN TEAMSWhat teammates do not function well together?

INDIVIDUALSThat person that you feel like you cannot rely on?

FORGE YOUR VALUE CHAIN WITH TRUST#trustops