You are probably tired of the story about the Ritz-Carton hotel and their 2000 dollar rule. Employees can spend up to $2.000 per guest, per day, to delight the guest. That is a lot of money, and certainly nobody walks around with wads of cash - but apparently it's really practiced.
And apparently, it works: The average Ritz-Carlton customer is said to spend a quarter-million dollars over their lifetime with the company. Quite an investment!
Now, spending that kind of money at PwC would probably not win you awards, but a long chat with the compliance people. However - the idea is brilliant, let's explore it a bit.
Your customer may not be a billionaire, but maybe it is your CIO or a partner, asking you:
Let's start removing landlines. Who should we start with and why?
What service desk agent are clients most satisfied with, independent of the problem they were facing?
Some, but not all people in the XYZ office are complaining about Meet quality. Could you take a look?
In the Google world, Google Cloud Next '19 is currently rocking our world. So many shiny new things they present and I can't help to think how many colleagues would benefit from these tools. Every discussion, every decision being taken could be helped by smarter data. Machine learning, big data, AI and all the buzzwords are available at your fingertips - ready to be accessed, programmed or integrated into tools like Sheets.
But here is why the "data-driven culture" and "citizen developers" remain something that happens elsewhere: We can't actually do that much with it. In order to use those technologies, you need GCP access. You need to charge expenses to somewhere.
So unless you are a data scientist or an IT person with the right connections, what do you do?
Pretty much nada.
You push pivot tables around in Sheets, link Forms + Sheets, write a macro, QUERY() if you're fancy. That's it. You have a Ferrari and never really drive it.
You will not be able to:
Integrate BigQuery and Sheets to analyze millions or billions of data points
Pull in real-time data from the internet
Deploy out-of-the-box machine learning to make sense of your data.
Here is how Ritz Carlton's $2000 rule comes in. What if your manager told you: "I don't care if you spend $20 - I need you to solve the problem". The solution is worth $20 to your manager, otherwise you (a wellpaid knowledge worker) would not work on it. Not that you're likely to spend it - $20 buys a lot of computing power these days. Permanently solving big problems for your team is probably worth far more than $2000. And who around here does not like to solve important problems?
Organizations should start thinking of how to give their employees means to access these tools on their own. That means training and educating users, it means setting up a painless process to get started and an environment that encourages experimentation but prevents users from racking up ruinous costs or creating security problems. Ideally, if you have G Suite, you would also have access to GCP data analytics tools and light coding.
Everybody talks about a shortage of data scientists - making mini-data scientists out of your knowledge workers is cheaper than you think.
This also means users stepping up! Are you interested? Are you responsible? Why don't you let your boss know - and, you know, you could actually start learning GCP technologies. You can start by learning what tools there are, and where you can get training. You can ask how the process for actually getting access works. In the worst case, you can teach yourself at home on your own budget. It won't ruin you and give you transferable, career-relevant skills.
I'll descend back into the Next frenzy, hope you join me there - all the while dreaming of a future where we'll be able to easily use these shiny tools. No Sheets user should be limited to Sheets. $2000 is a steal. Thanks for reading!