Move Fast and Fix Things

Book summary

Frances Frei is a professor at Harvard Business School. Her research focuses on how leaders shape the conditions in which organizations and individuals can excel in strategy, operations, and culture. In 2017, she took the helm as Uber’s first senior vice president of leadership and strategy, guiding the company through a phase of transformation and leadership recalibration.

Having delved into effective problem identification, we now turn to the critical role of trust in organizational stability. Like the cornerstone of a towering structure, trust is often overlooked but essential; its absence can destabilize even the strongest systems. Problems frequently arise from reliance oscillations—subtle imbalances, such as lapses in understanding or authenticity, that disrupt organizational harmony. For example, perceived lack of empathy in customer service may reflect deeper issues, like delayed decision-making, which erodes stakeholder trust over time. Addressing such challenges begins with self-awareness and adaptability. Leaders must prioritize transparency, foster genuine communication, and create spaces for open dialogue to rebuild trust. This process is ongoing, requiring continuous reflection and adjustment. Similarly, identifying root causes, rather than surface symptoms, is vital in problem-solving. Curiosity drives this process, encouraging leaders to question assumptions and explore deeper issues, such as communication barriers or resource gaps, rather than opting for quick fixes. By nurturing inquiry and open dialogue, organizations can uncover the "why" behind challenges and transform obstacles into opportunities for growth.

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