Most organisations have a lot of documents and data floating around that hardly ever gets revisited or used. They all have research, reading, and relevant information collecting dust.
Stuff that should be informing the decisions and strategies of the company. Some of it sits unread in a knowledge base or a wiki. Some of it lies in the drives of individual employees who don’t have a way to share it productively.
So much knowledge not being applied!
Except that’s not how we work as human beings. If you haven’t read it, experienced it, and contextualised it, then it isn’t knowledge to you. Knowledge is a quality that people possess, not documents, and the only way to transfer it from one place to another is for people at both ends to apply themselves and make it their own.
A customer who pays—in advance—for service contracts is a more stable income source than a customer who has fully mastered a product's use.
Customer dependence is more profitable than customer education.
What I find truly baffling are manuals—hundreds of pages long—that accompany software applications, programming languages, and operating systems. Unmistakably, they signal both a contorted design that lacks clear concepts and an intent to hook customers.
When you look at the consumer products generated by many other manufacturers, and even by Braun today, there seem to be an awful lot of camels around. Maybe these companies are too diffuse, have the decision-makers in the wrong places or are continually making the wrong decisions and have no one to stop them. They make products with short-term goals in mind, seducing the eye of the buyer with fashionable colors, sensational curves or exotic surfaces. They may have external designers and, perhaps most significantly, the brand identity is defined by external marketing concerns, rather than design or user-related issues.
The lesson to learn from Braun is that allowing a consistent philanthropic design approach to define a company can be extremely successful if it is executed with discipline, flexibility and good timing combined with hard work and, not least, great talent.