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Scaling up Excellence

  • Author One-on-One: Robert Sutton and Huggy Rao talk about Scaling Up Excellence

    Robert Sutton: Why don’t we start off with why we wrote this book?

    Huggy Rao: We wanted to give the executives we teach and advise better answers. In 2006, we launched an executive education program at Stanford called Customer-focused Innovation. Executives in the program kept asking us different versions of the same question. Their companies all had a pocket or two where people were customer focused. The problem was that there just wasn’t enough of it. They asked how they could spread such excellence and do it fast. We scoured academic research and practical books on leaders and teams. We found a lot on topics such as leadership and innovation. But we couldn’t find a single business book devoted to this problem, which we started calling “the problem of more” or the challenge of “scaling up excellence.”

    We spent the next seven years studying and writing about it. I believe that this is the first major business or leadership book on scaling. We worked hard to write an approachable and useful book, but also one that digs into this vexing challenge in some depth. We offer much hard won advice, but no instant and easy cures.

    Bob, why don’t you tell people about our research? It was quite an adventure.

    RS: We started by doing interviews and case studies, and digging up the most rigorous studies we could find on scaling. But we also wanted to reach out to people who were in the thick of scaling challenges. So we checked repeatedly with senior leaders such as Kaiser Permanente’s Louise Liang (who led a successful information technology rollout in the largest U.S. private healthcare system), Facebook executive’s Chris Cox and Mike Schroepfer (who grew the engineering organization), and JetBlue Airlines pilot and executive Bonny Simi (who led a bottom-up effort to create and scale

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