Lee Sloan (6/3/2011)
My point may be tangential to the purpose of the article, but it nonetheless is valid: why do we build systems and processes that allow individuals to contribute minimal amounts to the organization? Why should I have to cover for the ineptitude of some colleagues and why should I, as a customer, have to accept poor service as a result of similar ineptitude elsewhere in the organization?The more we pander to this situation the more we promote it. I am pragmatic enough to understand that there are certain realities that need to be catered for in the workplace but what I'm effectively asking for is suggestions of how we significantly improve this, rather than band-aid it.
Lee
It's not a question of ineptitude or lowest common denominator. If I bypass process in order to provide what appears to the customer to be exceptional service, I am setting expectations that may not be able to be met next time a similar request is made. This may indeed be because other members of the team are lazier or less talented than I am, but it is just as likely that the next person who attempts it (even if it happens to be me again) may not be able to repeat the level of service due to different priorities or workloads.
You are right that some people hide behind process, but that in itself is not a reason to do away with process. How to stop this from happening is a discussion that needs to be had, but I don't think that it negates anything that was said in the article.
John