Deliver Value Fast

We focus on what matters most to our customers and partners, embracing change and adapting quickly in a fast-paced industry.

Back to the universal principles

Calibration

Under, just right, over.

Situation	Under	Just Right	Over
What customers need has changed	Finishes the old plan because changing it would admit the plan was wrong.	Changes the next slice to the new need and says what you are dropping.	Chases the new request so fast that nothing already promised gets finished.
A partner's priority shifts	Tells them the roadmap is the roadmap.	Asks what they now need this month, and moves one commitment to meet it.	Rebuilds the whole plan around one partner and your other customers wait.
Clinging to last quarter's bet	Keeps staffing it after the customer signal has turned.	Stops or shrinks it, and moves the people onto the bet the signal now supports.	Kills it on the first quiet week, before you know whether the signal is real.
A change that is only internal	Calls an internal reorganization a customer response.	Checks that the change removes a wait, a defect, or a step the customer feels.	Refuses every internal improvement, including one that would let you adapt faster next time.
Speed of response	Schedules the response for the next planning cycle by default.	Responds this week with a small change, and saves the larger redesign for when you understand it.	Promises a full new solution in the same week and misses both the promise and the current job.
Adapting until nothing ships	Ships the original plan long after the customer has moved on.	Ships the adapted slice on the date you reset, and tells the customer what changed.	Resets the plan every few days, so the team never ships either version.

Further reading

Sources and essays on this principle.

Launching Our Leadership Principles, Delivery Hero
The published wording of this principle.
deliveryhero.com
Delivery Hero Careers
How the company presents the culture this principle is part of.
deliveryhero.com