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Satya Nadella: How Microsoft is applying the concept of "Lean for knowledge work" internally with AI. The internal ROI on AI investment and leveraging the cost reduction effect of AI. Borrowing from Toyota's manufacturing efficiency principles and applying them to white-collar operations powered by AI. e.g. Microsoft spends approximately... show more
13,525 просмотров • 7 дней назад •via X (Twitter)
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What are they using to measure the internal ROI? Is it hours saved, or are they tracking revenue impact per team that adopts the tooling?

Lean for knowledge work is exactly what AI should be: agents doing front-end deflection and reasoning assist so humans do the judgment work. $4B support ops being eaten by deflection is the new normal.

$4B in support spend means even 40% deflection is $1.6B/year. The measurable part is easy. In my view the open question is whether deflected tickets actually get resolved or just vanish from the queue.

Satya's lean ai pilot cuts internal headcount by 15%. the real story isn't efficiency. it's that Microsoft just turned its own workforce into a live benchmark for every SaaS company waiting to see if you survive the cut

Deflection metrics usually just mean users got angry and gave up trying.

For smaller AI teams, I'd look for ROI after ticket routing is sorted. Before that, agents spend time fixing model errors.

Microsoft (@Microsoft)'s Copilot analysis: 𝟰𝟵% of all conversations support cognitive work (100k+ chats, per Microsoft). Half your usage is mission-critical infrastructure you're treating like a chat app. The productivity metric everyone celebrates is measuring attack surface.

Lean for knowledge work is Taylorism with a Copilot license.
