Publisher's Synopsis
No organisation is totally free from destructive friction; the forces that make it harder, more complicated and sometimes downright impossible to get things done. Drawing on years of research and featuring case studies on the likes of Uber, Netflix and Boeing, 'The Friction Project' teaches readers how to become 'friction fixers'. Stanford professors Sutton and Rao unpack how we should think and act like trustees of others' time. They provide friction forensics to help readers identify where to avert and repair bad friction, and where to maintain and inject good friction. Their help pyramid shows how friction fixers do their work, which ranges from reframing issues they can't fix in the short term, to ultimately redesigning and repairing organisations.
