The Disconnect Between Management and Frontline Experience

There's a thing that often happens when we try to add complexity our systems: in an effort to implement procedure and reduce "risk," we often massively overcomplicate the system at its core. It seems the more we try to distance ourselves from the humans working in our systems, the more we ruin what made the systems work well in the first place.

In this episode of Brave New Work, Aaron Dignan and Rodney Evans discuss how to solve our systems problems at the root, and how reducing inefficiency can't be entirely divorced from people.

Mentioned references:

• "Toyota and the big red button"
• "Customer service at Bonobos"
• "the $2,000 Ritz-Carlton rule"

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