03 February 2008

when process becomes more important than people

Arnold Kling describes his experience having his father with cancer in a hospital.
[E]verybody did their job, and I got nothing.
...
For the larger goal of trying to do the best with his remaining life, nobody is in charge and nobody is empowered. Particularly in that big hospital. I'll probably be back there soon, but I don't know what medical decisions would best serve our goals and I don't know how to get the system to work for us.
the same thinking applies in any organization that has lost focus on its core mission. when small technical decisions become the focus of your process, you've lost any chance of remaining innovative, preferring instead a slow-paced, reactive groupthink.

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