TED@BCG Toronto
Chieh Huang: Confessions of a recovering micromanager
黄杰: 在微观管理中，我收获了什么
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想想你在工作中最累的时候，可能不是在熬夜，或刚公路旅行回来——更有可能是你的一举一动被盯着的时候。”如果我们知道微观管理不是很有效，为什么我们还要这么做呢？”企业家黄杰问道。在这段充满智慧和谦逊的幽默谈话中，黄杰分享了克服微观管理的方法——以及如何在工作中激发创新和快乐。
Chieh Huang - Entrepreneur
Chieh Huang is cofounder and CEO of Boxed.com, a company that's disrupting the wholesale shopping club experience. Full bio
Chieh Huang is cofounder and CEO of Boxed.com, a company that's disrupting the wholesale shopping club experience. Full bio
Double-click the English transcript below to play the video.
00:12
What I'm really here to do today
is talk to you about micromanagement
is talk to you about micromanagement
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今天在这儿，我想要
和你们谈谈微观管理，
和你们谈谈微观管理，
00:15
and what I learned about micromanagement
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以及我在过去几年
作为一名微观管理者
所学到的东西。
所学到的东西。
00:17
by being a micromanager
over the last few years of my life.
over the last few years of my life.
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00:21
But first off, what is micromanagement?
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首先，什么是微观管理？
00:23
How do we really define it?
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我们该如何确切定义它？
00:25
Well, I posit that it's actually taking
great, wonderful, imaginative people --
great, wonderful, imaginative people --
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我认为微观管理就是把卓越，
不凡，有想象力的人——
不凡，有想象力的人——
00:30
like all of you --
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比如在座的各位——
00:31
bringing them in into an organization
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带入到一个组织中，
00:33
and then crushing their souls --
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然后逼疯他们——
（笑声）
00:34
(Laughter)
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00:36
by telling them what font size to use.
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比如告诉他们该使用什么字体。
在人类的历史长河中，
00:37
In the history of mankind,
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00:39
has anyone ever said this?
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是否有人曾经说过这样的话，
00:41
"John, we were never going to close
that deal with Times New Roman,
that deal with Times New Roman,
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“约翰，用Times New Roman字体
我们是不可能达成交易的，
我们是不可能达成交易的，
00:45
but because you insisted on Helvetica --
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但因为你坚持要
使用 Helvetica 字体——
使用 Helvetica 字体——
00:48
bam!
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砰！
00:50
Dotted line --
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虚线——
数百万美元就开始流动了。
00:51
millions of dollars started to flow.
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我们缺的就是这个！”
00:53
That was the missing piece!"
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没人那样说过，对吧？
00:54
No one's ever said that, right?
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实际上，这可能就是在接受
微观管理时，我们会从自己身上
微观管理时，我们会从自己身上
00:56
There's actually physical manifestations
that we probably see in ourselves
that we probably see in ourselves
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看到的物理反应。
00:59
by being micromanaged.
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想想看你一生中最累的时刻吧。
01:00
Think about the most tired
you've ever been in your life, right?
you've ever been in your life, right?
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01:03
It probably wasn't when
you stayed the latest at work,
you stayed the latest at work,
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可能不是在你最后一个离开公司，
01:06
or it wasn't when you
came home from a road trip,
came home from a road trip,
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或者公路旅行回来的时候，
01:09
it was probably when you had someone
looking over your shoulder,
looking over your shoulder,
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而是有人一直在窥探你的时候，
01:12
watching your each and every move.
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观察你的一举一动。
01:16
Kind of like my mother-in-law
when she's over right?
when she's over right?
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有点像我岳母来探望我们的时候。
(笑声)
01:18
(Laughter)
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我会说，“我能搞定”好让她放心。
01:19
I'm like, "I got this," you know?
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这背后其实是有数据支撑的。
01:21
And so there's actually
data to support this.
data to support this.
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01:23
There was a recent study in the UK.
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英国最近有一项研究，
他们找了100名医院员工，
01:25
They took 100 hospital employees,
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在他们身上装上活动追踪器，
01:27
put an activity tracker on them
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01:29
and then let them go about
their next 12-hour shift all alone,
their next 12-hour shift all alone,
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然后让他们在接下来的
12个小时独自轮班，
12个小时独自轮班，
01:33
just a regular 12-hour shift.
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就是日常的12小时轮班。
01:35
At the end of the shift,
they asked them, "Do you feel fatigued?"
they asked them, "Do you feel fatigued?"
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在轮班结束的时候，他们问
这些员工，“你觉得累吗？”
这些员工，“你觉得累吗？”
01:38
And what they found
was actually really interesting.
was actually really interesting.
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研究结果非常有趣。
并不一定是始终在忙来忙去的人
01:41
It wasn't necessarily
the people who moved the most
the people who moved the most
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感到最疲惫，
01:43
that felt the most fatigued,
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反而是不能自己做出
工作规划的一群人。
工作规划的一群人。
01:44
but it was the folks
that didn't have control over their jobs.
that didn't have control over their jobs.
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01:49
So if we know that micromanagement
isn't really effective,
isn't really effective,
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所以如果我们知道
微观管理并不能起到实际效果，
微观管理并不能起到实际效果，
为什么还要这样做呢？
01:52
why do we do it?
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是这个定义错了吗？
01:54
Is it that the definition is wrong?
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我刚才说微观管理
01:56
I posited that micromanagement
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只是把这些卓越，不凡，
有想象力的人带进来
有想象力的人带进来
01:58
is just bringing in great,
wonderful, imaginative people
wonderful, imaginative people
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然后让他们抓狂，
02:01
and then crushing their souls,
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那么我们是否其实是——
在内心深处——
在内心深处——
02:02
so is it that we actually want to hire --
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想要雇佣那些
02:04
deep down inside of us --
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平庸又缺乏想象力的人？
02:06
dull and unimaginative people?
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02:09
It's one of those questions
you probably don't even need to ask.
you probably don't even need to ask.
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这种问题不用问也知道答案。
就好像，“你想让自己的
行李在机场被偷吗？”
行李在机场被偷吗？”
02:12
It's like, "Do you want to get
your luggage stolen at the airport?"
your luggage stolen at the airport?"
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可能不想，但是从来没有人
这么问过我，不是吗？
这么问过我，不是吗？
02:15
Probably not, but I've never
been asked, right?
been asked, right?
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那么作为管理者，是否曾经有人问你，
02:17
So has anyone asked you, as a manager,
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“你想雇佣一群平庸，
没有创造力的人吗？”
没有创造力的人吗？”
02:20
"Do you want to hire
dull and unimaginative people?"
dull and unimaginative people?"
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我不知道，这是TED，
我们最好用数据佐证。
我们最好用数据佐证。
02:22
So, I don't know, this is TED,
we better back it up with data.
we better back it up with data.
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我们实际上询问了
全国各地的数百人——
全国各地的数百人——
02:25
We actually asked hundreds
of people around the country --
of people around the country --
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全国各地的数百名管理者——
02:28
hundreds of managers across the country --
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你想雇佣一些平庸
又没想象力的人吗？
又没想象力的人吗？
02:30
do you want to hire
dull and unimaginative people?
dull and unimaginative people?
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02:34
Alright, it's an interesting question.
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好吧，这是一个有趣的问题。
同样也有一个有趣的结果。
02:35
Well, interesting results as well.
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94%的人说不——
02:37
So, 94% said no --
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02:38
(Laughter)
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（笑声）
我们不想要雇佣
平庸又没想象力的人。
平庸又没想象力的人。
02:40
we don't want to hire
dull and unimaginative people.
dull and unimaginative people.
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剩下的6%或许
没理解这个问题——
没理解这个问题——
02:43
Six percent probably didn't
understand the question --
understand the question --
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（笑声）
02:45
(Laughter)
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但是，他们内心挺强大，
02:47
but, bless their hearts,
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或许确实想要雇佣
平庸又没有想象力的人。
平庸又没有想象力的人。
02:48
maybe they do just want to hire
dull and unimaginative people.
dull and unimaginative people.
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但94%的人说他们没想过，
那么我们为什么还要这样做呢？
那么我们为什么还要这样做呢？
02:51
But 94 percent said they did not,
and so why do we do this still then?
and so why do we do this still then?
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我认为答案非常非常的简单，
02:55
Well, I posit that it's something
really, really simple
really, really simple
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我们内心深处都知道并感觉到了。
02:57
that all of us deep down inside know
and have actually felt.
and have actually felt.
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当我们被一家公司雇佣的时候——
03:01
So when we get hired
into an organization --
into an organization --
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可能是一家夜总会，
也可能是一家法律公司，
也可能是一家法律公司，
03:03
it could be a club,
it could be a law firm,
it could be a law firm,
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也可能是学校 ，
可能是任何的机构——
可能是任何的机构——
03:05
it could be a school organization,
it could be anything --
it could be anything --
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没有人会直接跳到最上级，对吧？
03:09
no one ever jumps to the top
of the totem pole, right?
of the totem pole, right?
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你会从最基层开始。
03:12
You start at the very bottom.
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03:13
Doing what?
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做什么呢？
做工作。
03:15
Doing work.
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你的确要工作，对吧？
03:16
You actually do the work, right?
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如果你真的擅长做这项工作，
03:18
And if you're really good
at doing the work,
at doing the work,
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你会得到什么奖励？
03:20
what do you get rewarded with?
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更多的工作，对吧？
03:22
More work, right?
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对，就是这样，在座的
都是很棒的微观管理者。
都是很棒的微观管理者。
03:23
Yeah, that's right, you guys
are all great micromanagers.
are all great micromanagers.
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（笑声）
03:26
(Laughter)
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你会做更多的工作，
03:27
You do more work,
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不久之后，如果你实在是
很擅长做这项工作，
很擅长做这项工作，
03:28
and then pretty soon,
if you're really good at it,
if you're really good at it,
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你仍然要做一点工作，
03:31
you do a little bit of work still,
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但实际上，你开始管理
人们去做这项工作。
人们去做这项工作。
03:33
but actually, you start to manage
people doing the work.
people doing the work.
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如果你还是做得很好，
接下来会发生什么呢？
接下来会发生什么呢？
03:35
And if you're really good at that,
what happens after that?
what happens after that?
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03:38
You start managing the people
who manage the people doing the work,
who manage the people doing the work,
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你开始管理这些
管理做这些工作的人，
管理做这些工作的人，
03:43
and it's at that point in time,
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就在那时，
你会开始无法控制
你对工作的产出。
你对工作的产出。
03:45
you start to lose control
over the output of your job.
over the output of your job.
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我真的亲眼目睹过。
03:49
I've actually witnessed this firsthand.
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03:51
So, I started a company
called Boxed in our garage,
called Boxed in our garage,
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我在我们车库里创立了
一家名叫 Boxed 的公司，
一家名叫 Boxed 的公司，
就是这家公司 ——我知道
它看起来并不起眼——
它看起来并不起眼——
03:53
and this was it --
I know it doesn't seem like much --
I know it doesn't seem like much --
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03:56
you know, there's a pressure
washer in the back --
washer in the back --
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后面其实有个压力清洗机——
这是 “活在梦想中”的状态。
03:59
this is "living the dream."
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04:01
And my wife was really proud of me
when we started this,
when we started this,
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刚开始我的妻子很为我感到骄傲，
或者至少她说她为我感到骄傲——
04:04
or that's what she said,
she was really proud of me --
she was really proud of me --
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她会给我一个拥抱，
我敢肯定她还拿着手机，
我敢肯定她还拿着手机，
04:06
and so she would give me a hug,
and I'm pretty sure she had her phone up
and I'm pretty sure she had her phone up
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而且还在想，“约翰从哈佛
毕业后还是单身吗？”
毕业后还是单身吗？”
04:10
and she was thinking,
"Oh, is John from Harvard still single?"
"Oh, is John from Harvard still single?"
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这让我有种出师不利的感觉，
04:13
It was kind of like a lemonade stand
gone wrong in the beginning,
gone wrong in the beginning,
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但我们却跑出来说，
移动商务的前景将是巨大的，
移动商务的前景将是巨大的，
04:16
but we actually went up and said
mobile commerce is going to be big,
mobile commerce is going to be big,
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04:19
and actually consumer packaged goods
were going to change over time,
were going to change over time,
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消费品将会随时间发生变化，
所以把这些你不想拖回家的
笨重的大包装交给我们吧——
笨重的大包装交给我们吧——
04:22
so let's take these big, bulky packs
that you don't want to lug home --
that you don't want to lug home --
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不是两条装的奥利奥饼干，
而是24条装的，
而是24条装的，
04:26
so not the two-pack
of Oreo cookies but the 24-pack
of Oreo cookies but the 24-pack
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不是24件装的厕纸，而是48件装的——
04:28
and not the 24-pack
of toilet paper but the 48-pack --
of toilet paper but the 48-pack --
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让我们把它寄给你，
就像仓储会员店那样，
就像仓储会员店那样，
04:31
and let's ship it to you
much like a warehouse club would do
much like a warehouse club would do
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除了他们不会寄给你外。
04:34
except they wouldn't ship it to you.
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所以这就是我们所做的。
04:36
So that's what we basically did.
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我们有台很慢的打印机，
04:37
We had a really slow printer
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于是我们说：“老天，
这打印机也太慢了吧！
这打印机也太慢了吧！
04:39
and what we did was actually say,
"OK, this printer is taking forever, man.
"OK, this printer is taking forever, man.
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不如我们在收据背后写一些
04:43
Let's scribble something
that would delight the customer
that would delight the customer
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能让顾客开心的话吧。”
04:45
on the back of these invoices."
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于是我们写了：“嘿，保持微笑！”
04:47
So we'd say, "Hey,
keep smiling," you know?
keep smiling," you know?
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“嘿，你很棒！”
04:49
"Hey, you're awesome,"
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04:50
or, "Hey, enjoy the Doritos,"
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或：“嘿，好好享用玉米片吧！”
或：“我们也喜欢佳得乐！”
04:52
or, "We love Gatorade, too."
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诸如此类。
04:54
Stuff like that.
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所以这也让我的工作不那么单调了，
04:55
And so it started breaking up
the monotony of the job as well
the monotony of the job as well
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因为我一直要挑选和
包装所有的箱子，
包装所有的箱子，
05:00
because I was picking
and packing all of the boxes,
and packing all of the boxes,
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这就是我在仓库里每天要花上
05:02
and that's all you basically do
for eight, nine, 10, 12 hours a day
for eight, nine, 10, 12 hours a day
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8到12个小时的工作。
05:05
when you're sitting in the garage.
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于是，一件有趣的事情发生了。
05:07
And so an interesting thing happened.
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05:09
So we actually started to grow.
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我们的业务真的开始成长了。
05:12
And so, you know, over the last --
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在过去——
05:14
actually just even 36 months after that,
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就在那之后的36个月，
05:16
we ended up selling hundreds
of millions of dollars worth of stuff,
of millions of dollars worth of stuff,
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我们最终卖掉了
价值数亿美元的东西，
价值数亿美元的东西，
05:20
and we actually grew
really, really quickly.
really, really quickly.
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我们真的发展很快。
05:22
But during that time,
my role started to change, too.
my role started to change, too.
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但在此期间，我的角色
也开始发生了变化。
也开始发生了变化。
没错，我是车库里的CEO；
05:25
So, yes, I was the CEO in the garage;
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05:27
I was picking and packing,
doing all the work,
doing all the work,
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负责拣货和包装等所有的工作，
但后来我过渡到了
05:30
but then I graduated
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05:31
to actually managing the people
who picked and packed,
who picked and packed,
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真正管理拣货和包装的人，
接着很快，我所管理的人
05:34
and then pretty soon I managed the people
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管理了那些拣货和包装的人。
05:36
who managed the people
picking and packing.
picking and packing.
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而现在，我管理的是
最高层的人，他们管理的部门
最高层的人，他们管理的部门
05:38
And even now, I manage the C-staff
who manage the departments
who manage the departments
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05:41
who manage the people who manage
the people picking and packing.
the people picking and packing.
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要管理那些负责管理
拣货和包装的员工的人。
拣货和包装的员工的人。
05:44
And it is at that point
in time, I lost control.
in time, I lost control.
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正是在那个时候，我失去了控制权。
05:47
So I thought, OK, we were delighting
all of these customers with these notes.
all of these customers with these notes.
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所以我心想，好吧，我们的
这些字条为顾客带去了快乐。
这些字条为顾客带去了快乐。
他们爱这些字条，
但我不能再继续写了，
但我不能再继续写了，
05:51
They loved them, but I can't
write these notes anymore,
write these notes anymore,
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你知道我打算怎么做吗？
05:54
so you know what I'm going to do?
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我要告诉这些人如何写这些纸条。
05:55
I'm going to tell these folks
how to write these notes.
how to write these notes.
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用什么笔，什么颜色，写什么，
05:58
What pen to use, what color to use,
what you should write,
what you should write,
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应该使用什么字体，
06:02
what font you should use,
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旁边的留白很重要，
06:04
don't mess up the margins,
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06:05
this has to be this big,
this has to be that big.
this has to be that big.
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这个一定要是这么大，
那个则必须那么大。
那个则必须那么大。
很快，这个通过打破
配送中心单调性
配送中心单调性
06:08
And pretty soon this goal
of raising morale
of raising morale
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来提升士气的目标，
06:10
by breaking up the monotony
in the fulfillment center
in the fulfillment center
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就变成了微观管理，人们
开始向人力资源处抱怨。
开始向人力资源处抱怨。
06:13
actually became micromanagement,
and people started complaining to HR.
and people started complaining to HR.
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他们会说：“老兄，这个CEO
能不能别再来烦我了？
能不能别再来烦我了？
06:16
It's like, "Dude, this CEO guy
has got to get out of my hair, OK?
has got to get out of my hair, OK?
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我知道该怎么写一张该死的便条。”
06:19
I know how to write a damn note."
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（笑声）
06:21
(Laughter)
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就在那时，我们说：“好吧，
06:22
So it was at that point in time,
we said, "OK, you know?
we said, "OK, you know?
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既然我们雇佣了这些很棒的人，
06:25
We hired these great, wonderful people,
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那我们就把“让客人愉快”
这个任务派给他们，
这个任务派给他们，
06:28
let's give them the mission
that's 'delight the customer,'
that's 'delight the customer,'
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给他们提供工具，就是
这些字条——直接去做吧。”
这些字条——直接去做吧。”
06:31
let's give them the tool to do so,
and that's these notes -- have at it."
and that's these notes -- have at it."
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结果相当惊人。
06:35
And so what we found
was actually pretty startling.
was actually pretty startling.
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有人真的就拿了这些字条
06:37
Some folks actually took the notes
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开始画一些小小的漂亮的图案。
06:39
and actually started drawing
these really ornate minimurals on them.
these really ornate minimurals on them.
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当人们订购尿布时，
你会收到这样有趣的字条：
你会收到这样有趣的字条：
06:43
When folks ordered diapers,
you'd get really fun notes like this:
you'd get really fun notes like this:
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“替我们向宝宝说声嗨！”
06:46
"Say 'hi' to the baby for us!"
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如果他们后来买了一个
更大尺寸的尿布，
更大尺寸的尿布，
06:48
And you know, the next size up,
if they bought a bigger size,
if they bought a bigger size,
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他们会写：“长得真快呀。”
06:51
they'd write, "Growing up so fast."
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06:53
And so people really, really took to it.
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人们真的很喜欢这种字条。
06:57
But it was at that time that it also
went off the rails a few times.
went off the rails a few times.
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但在那个时候，也发生了一些状况。
我们有个人一直在写“谢谢，谢谢”，
07:00
And so we had someone just writing,
"Thx, thx," all the time,
"Thx, thx," all the time,
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07:03
and it's like, "Alright, dude,
my boss used to write that to me,"
my boss used to write that to me,"
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让人忍不住吐槽：“老兄，
我老板以前就经常给我写这个。”
我老板以前就经常给我写这个。”
所以咱们不要再写“谢谢”了。
07:06
so, let's not write "Thx" anymore.
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但与之对立的一面
也有一些有趣的事情发生。
也有一些有趣的事情发生。
07:09
But you also had interesting
things on the other side.
things on the other side.
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07:11
People got a little too creative.
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人们会过于有创意。
我之前说过，我们出售的
都是大型量贩装：
都是大型量贩装：
07:13
And so, like I said before,
we sell everything in bulk:
we sell everything in bulk:
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大型量贩尿布，大型量贩卫生纸，
07:17
the big packs of diapers,
big packs of toilet paper,
big packs of toilet paper,
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大型量贩包的玉米片和奥利奥饼干。
07:19
the big packs of Doritos and Oreo cookies.
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07:23
We also sell the big packs
of contraception,
of contraception,
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我们也卖大包的避孕用品，
所以——
07:26
and so --
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这就有点麻烦了。
07:27
this is getting a little hairy.
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07:29
(Laughter)
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(笑声)
我们会卖40包大包装的避孕套。
07:30
So we sell the 40-pack of condoms, right?
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07:34
We're all adults in this room --
40-pack of condoms.
40-pack of condoms.
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这里都是成年人——都知道
40包大包装的避孕套有多少吧。
40包大包装的避孕套有多少吧。
07:37
So, someone ordered
four 40-packs of condoms --
four 40-packs of condoms --
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有人订购了四组40包大包装避孕套——
07:41
(Laughter)
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（笑声）
他们就买了这些，
07:42
And that's all they ordered,
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07:44
so, 160 condoms,
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所以，一共160片避孕套。
包装工很兴奋，
“我知道要如何让客人愉快。”
“我知道要如何让客人愉快。”
07:46
the packer was like,
"I know how to delight the customer."
"I know how to delight the customer."
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07:49
(Laughter)
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（笑声）
这个家伙…
07:51
"This guy ..."
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07:52
This is what they wrote:
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这就是他们所写的：
07:54
[Everyone loves an optimist]
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【大家都爱乐观的人】
07:56
(Laughter)
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（笑声）
07:57
(Applause)
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（掌声）
08:01
We didn't know whether to fire him
or to promote him, but he's still there.
or to promote him, but he's still there.
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我们不知道该解雇他
还是提拔他，但他还在公司里。
还是提拔他，但他还在公司里。
他确实写了“大家都爱乐观的人”。
08:04
So, "Everyone loves an optimist."
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08:06
But here is where it went
a little bit off the rails
a little bit off the rails
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但这也正是它有些出格的地方，
08:11
and I felt a little bit
conflicted in all of this.
conflicted in all of this.
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我感到有些矛盾。
08:14
And --
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并且——
08:16
oh, there's a really bad typo --
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哦，有个严重的拼写错误——
08:17
so if there was only a red T-E-D on stage
that I counted on being here,
that I counted on being here,
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这台上如果只有一个红色T-E-D字样，
我就不会犯这种错误了，对吧？
08:22
it wouldn't be a typo, right?
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08:24
(Laughter)
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（笑声）
08:25
(Applause)
200
493280
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（掌声）
我向各位保证过我的幽默感很差，
08:26
I promised you I had
a really bad sense of humor,
a really bad sense of humor,
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08:29
and now I'm gratifying that.
202
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现在我很满意。
08:30
So I told you. But I really
was conflicted, right?
was conflicted, right?
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但我真的很矛盾。
08:33
At this point in time,
we started doing things
we started doing things
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在这个时候，我们开始做一些
08:35
that actually weren't part
of our core mission
of our core mission
205
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其实不属于核心内容的工作，
08:37
and people started failing at it.
206
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并且大家都没能做好。
08:39
And so, I thought,
should we let them fail?
should we let them fail?
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所以我想，我们应该
眼睁睁看着他们失败吗？
眼睁睁看着他们失败吗？
08:43
Should we continue to let them do this?
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我们应该让他们继续吗？
08:45
I don't know --
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我不知道——
我当时不知道，
08:46
I didn't know at that moment,
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08:48
but I thought this:
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但我想：
失败真的那么糟糕吗？
08:50
Is failure really that bad?
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1960
08:53
I'm not saying
we should celebrate failure.
we should celebrate failure.
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我不是说我们应该庆祝失败。
08:55
There's a lot of talk in Silicon Valley
that says, "Let's celebrate failure."
that says, "Let's celebrate failure."
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硅谷有很多人说：
“我们应该以失败为荣。”
“我们应该以失败为荣。”
08:59
No, I don't know
if we would go all the way there,
if we would go all the way there,
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我不知道我们是否也会这么想，
因为在我们的董事会上，
09:01
because like, in our board meetings,
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09:03
our board members are never like,
"Hey, Chieh, you failed last quarter,
"Hey, Chieh, you failed last quarter,
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董事会成员从不会说：
“嘿，你上一季表现不好，
“嘿，你上一季表现不好，
请继续保持，伙计。”
09:06
keep doing that, buddy, OK?"
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从来没有人说过这样的话。
09:08
No one's ever said that.
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09:09
If you're part of
an organization like that,
an organization like that,
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如果你在那样的组织，
打电话给我，我想加入他们的董事会。
09:11
give me a call, I want
to sit in on that meeting.
to sit in on that meeting.
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私底下，我不认为
很多人会真的“庆祝”失败，
很多人会真的“庆祝”失败，
09:13
In private, I don't think
many people celebrate failure,
many people celebrate failure,
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但我认为，从长远来看，
失败对于人们，
失败对于人们，
09:16
but failure, I posit,
is actually pretty necessary
is actually pretty necessary
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对于聪明和富有想象力的人，
09:19
for the folks truly in the long-term,
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09:21
for the smart and imaginative people
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真正努力去完成你给他们的任务
09:23
truly trying to fulfill the mission
that you give them at hand.
that you give them at hand.
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实际上是非常必要的。
因此，失败实际上可以被看作
09:27
And so failure can actually
be seen as a milestone
be seen as a milestone
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09:30
along that mission towards success.
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成功道路上的里程碑。
09:33
And if the downside of not micromanaging
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如果不进行微观管理，那么不利之处
09:35
is potentially this perceived notion
that you might fail more often,
that you might fail more often,
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是觉得你有可能会经历更多的失败，
而如果真实情况并没有那么糟糕，
09:38
and if it's really not that bad,
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有利的一面又是什么呢？
09:41
what is the upside?
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我们看到了有利面，而且非常棒。
09:42
Well, we saw the upside
and it's pretty great.
and it's pretty great.
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我们给工程师布置任务说，
09:44
We tasked our engineers and said,
234
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“我们建造配送中心的
成本要数百万美元，
成本要数百万美元，
09:46
"Hey, some of our fulfillment centers
cost millions of dollars to build,
cost millions of dollars to build,
235
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09:49
there's miles and miles of conveyor,
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有几英里长的传送带，
09:51
and so, can you do the same thing,
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你们能否能做同样的事，
09:53
can you make them efficient
without spending millions of dollars?"
without spending millions of dollars?"
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在不花费数百万美元的
情况下使它们高效吗？”
情况下使它们高效吗？”
他们就去做了：
09:56
So, they got to work:
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他们做了这个——这可不是PS过的照片，
09:58
they actually did this --
this is not photoshopped,
this is not photoshopped,
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那家伙真的是在打磨。
10:00
the guy is really grinding.
241
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他们建造了一个自动导引的车辆。
10:02
They built an autonomous guided vehicle.
242
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1936
10:04
We didn't tell them what to build,
what format it needed to be.
what format it needed to be.
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我们没有告诉他们要建造什么，
要用什么样的形式。
要用什么样的形式。
在90天内，他们制作了第一个原型车：
10:07
In 90 days they produced
the first prototype:
the first prototype:
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用特斯拉的电池供电，
带立体相机和激光雷达系统。
带立体相机和激光雷达系统。
10:09
powered off Tesla batteries,
stereoscopic cameras, lidar systems.
stereoscopic cameras, lidar systems.
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它基本上复制了传送带的效率
10:12
It basically replicates
the efficiency of a conveyor belt
the efficiency of a conveyor belt
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10:15
without the actual capex
of a conveyor belt.
of a conveyor belt.
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且无需投入真金白银打造传输带。
10:18
So it doesn't actually
just stop with engineers.
just stop with engineers.
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并不只有工程师这样做。
我们的营销部门也很给力——
10:20
Our marketing department --
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我们告诉他们：
“把话说出去；做对的事。”
“把话说出去；做对的事。”
10:22
we told them, "Hey,
get the word out; do the right thing."
get the word out; do the right thing."
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610000
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我们的营销团队有个
很棒的女士，妮塔莎。
很棒的女士，妮塔莎。
10:25
We have this wonderful lady, Nitasha,
on the marketing team.
on the marketing team.
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10:28
She stopped me in the morning,
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有天早上，她截住我说，
“应该怎么处理粉红税？”
10:29
she's like, "Chieh, what are
we doing about the pink tax?"
we doing about the pink tax?"
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我拿了咖啡，然后坐下来，
10:32
I went and got my coffee, I sat down,
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对她说：“哦，妮塔莎，
先告诉我粉红税是什么？”
先告诉我粉红税是什么？”
10:34
I said, "OK, Nitasha,
what is this pink tax?"
what is this pink tax?"
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622360
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她就告诉了我——这真的很有趣。
10:36
And so she told me,
it's really interesting.
it's really interesting.
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有些人可能知道，在美国的32个州，
10:38
So, some of you might know
that in 32 states across America,
that in 32 states across America,
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我们实际上会对
妇女产品征收奢侈品税，
妇女产品征收奢侈品税，
10:41
we actually charge a luxury goods tax
on women's products
on women's products
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比如说女性护理产品，
10:44
like feminine care products,
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所以卫生棉条和卫生巾会
被当做奢侈品一样征税。
被当做奢侈品一样征税。
10:46
so tampons and pads
are taxed like luxury goods items.
are taxed like luxury goods items.
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我绝对不敢打电话给我的妻子——
10:48
So I would never dare call my wife --
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或者如果她打给我说：
“亲爱的，回家时买些卫生棉。”
“亲爱的，回家时买些卫生棉。”
10:50
or if she called me and said, "Hey, hon,
bring some pads on the way home,"
bring some pads on the way home,"
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而我说：“宝贝，
你知道吗，现在有贸易战，
你知道吗，现在有贸易战，
10:54
and I said, "Babe, you know,
there's a trade war going on,
there's a trade war going on,
263
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经济状况不太好，
10:56
the economy's not that good,
264
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所以这个月不能买奢侈品，
但我保证下个月——
但我保证下个月——
10:58
so no luxury goods this month
but next month I promise --
but next month I promise --
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（笑声）
11:01
(Laughter)
266
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我会看看状况。”
11:02
I'll take a look at it."
267
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我会很快变单身，对吧？
11:03
I'd be single pretty quickly, right?
268
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不过很有意思的是——
11:05
But what's super interesting is now --
269
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11:07
we didn't tell them what to do --
270
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我们没有告诉他们该怎么做——
但现在，他们与财务合作退税，
11:09
but now, working with finance,
they rebate the tax
they rebate the tax
271
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把我们多收的税款，
退回给全国各地的客人。
退回给全国各地的客人。
11:11
back to customers all around the country
that we unfairly have to collect.
that we unfairly have to collect.
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所以在这个时间点，你们可能在想，
11:15
And so at this point in time,
you might be thinking,
you might be thinking,
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“那么不做微观管理的
真正有利面是什么？”
真正有利面是什么？”
11:17
"OK, what is the real, real upside
of not micromanaging?"
of not micromanaging?"
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那就是：
11:21
and it's this:
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这些计划都不是我做的。
11:23
I didn't do any of these projects.
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我没有研发自动导引的车子。
11:25
I didn't make the AGV.
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我没有做“重新思考粉红税”活动。
11:26
I didn't do the "Rethink
the Pink Tax" campaign.
the Pink Tax" campaign.
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这些都不是我做的，
11:28
I didn't do any of this,
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但我站在TED舞台上，拿了所有的功劳。
11:30
but I'm standing here on a TED stage
taking all the credit for it.
taking all the credit for it.
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（笑声）
11:33
(Laughter)
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11:36
"This guy does nothing
and takes all the credit for it.
and takes all the credit for it.
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“这个家伙什么都不用做，
功劳却都是他的。
功劳却都是他的。
这个家伙是真正的CEO，
他真的做到了。”
他真的做到了。”
11:39
He's a real CEO, this guy.
He's really got it down."
He's really got it down."
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（笑声）
11:42
(Laughter)
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但现实是：
11:43
But the reality is this.
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我并没有完全精通 CEO 的工作，
11:45
I don't have the CEO thing down
100 percent pat,
100 percent pat,
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但我真的学到了一生中最基础
11:47
but I've actually learned
the most fundamentally challenging lesson
the most fundamentally challenging lesson
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11:52
I've ever had to learn,
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也最富有挑战性的一课，
11:54
and that's this.
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这一课就是：
微观管理只有一种解决办法…
11:56
There is only one solution
to micromanagement ...
to micromanagement ...
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那就是信任。
11:59
and that's to trust.
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12:01
Thank you.
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谢谢。
（掌声）
12:02
(Applause)
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Reviewed by jacks jun
ABOUT THE SPEAKER
Chieh Huang - EntrepreneurChieh Huang is cofounder and CEO of Boxed.com, a company that's disrupting the wholesale shopping club experience.
Why you should listen
Started in Chieh Huang's garage five years ago, Boxed now has hundreds of employees in facilities all over the United States. Since the garage, the company has sold hundreds of millions of dollars of products and has raised over a quarter billion dollars in funding to date. Forbes named Boxed one of the next "billion-dollar startups."
Prior to Boxed, Huang served as the CEO of Astro Ape, one of the first mobile social gaming studios. His personal honors include being named to Bloomberg 50 (Bloomberg Businessweek's 50 people to watch in 2018), National Retail Federation's list of "People Shaping Retail’s Future, Crain's "40 Under 40" and Goldman Sachs's list of "100 Most Intriguing Entrepreneurs." He is a graduate of The Johns Hopkins University and received his JD from Fordham University.
Chieh Huang | Speaker | TED.com