business that bothers us as little as possible. The architecture has to place us out of the information flow instead of putting us at the top of it. I didn’t get this right the first time I tried. In 2003, I was interviewed in my home office for a documentary called As Seen on TV. We were interrupted every 20-30 seconds with beeping e-mail notifications, IM pings, and ringing phones. I couldn’t leave them unanswered, because dozens of decisions depended on me. If I didn’t ensure the trains were running on time and put out the fires, no one would. The Anatomy of Automation THE 4-HOUR WORKWEEK VIRTUAL ARCHITECTURE [reco] [atom ] [nate URL 800 #s oO = < Website (KY) Coll centers (IL) 5 Uncharged customer Wholesale order Encrypted order file orders posted to forms printed | e-mailed eoch morning secure website for from site, foxed pickup/downlood via eFax o = Fulfillment house Fulfillment (TN) anseeey 4 orders product { Returns? w when bow $1.85 per package + S/H ! Chorgebocks* 9 threshold i a. is reached Ships } a in bulk Send cc Confirm i — . a dota successfully H * ; re) Monufocturer (CA/LV) orgee co" i i | _Procecromy 2.26% of charge amount x Deposit of i = cc orders e 24 to 48 Customers (worldwide) 5 hours later Vv a TIM’S BANK (CA) < = 2 = 1, This cost includes o webmaster/programmer. a 2. Declined credit cords are also sent back to fulfiliment for phone calls to customers = 3, Fulfillment house refunds customers through the processor, = 4. Chargebacks ore disputed credit cord chorges. Splitting the Pie: Outsourcer Economics HOUSE_OVERSIGHT_013924