In this episode of Syncronized we interview Peter Melby—CEO of New Charter Technologies—delving into the intricacies of leadership and continuous improvement within MSP organizations. Peter shares his journey from co-founding an MSP at the age of 20 to leading a large-scale enterprise, emphasizing the importance of customer-centric approaches and the challenges of scaling a business. He discusses how the focus has shifted from simply addressing technical issues to understanding and anticipating customer needs to drive business success.The conversation highlights the evolution of the MSP industry, particularly the transition from break-fix models to managed services and the need for recurring revenue models. Peter elaborates on the significance of building a company culture that fosters continuous improvement and innovation, comparing it to the Japanese concept of Kaizen. He underscores the importance of aligning the organization's goals with customer impact and ensuring that employees are motivated and engaged in their roles.Peter also addresses the challenges brought about by remote work and the rapid changes in technology, including the impact of AI on the industry. He emphasizes the need for flexibility and adaptability in leadership, noting that successful companies are those that can maintain nimbleness while achieving scale. The episode concludes with insights on the critical role of psychological safety in fostering open communication and continuous improvement within organizations.

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