Just Following Instructions

Bureaucracy is bad; it is hopeless when people just follow the instructions to the letter.  They can’t help but mess it up.  Think of the last interaction you had with a call centre, chances are it was horrific.

Check-lists are great; it is super when people just follow the instructions to the letter.  They can’t mess it up.  Do you fancy going up in an aeroplane where the pilot hasn’t run through his safety check-list?

A bureaucracy stops your brain thinking about what is important, where as a check-list gives your brain the space to think about what is important.

Interesting dichotomy, where do you draw the line?

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