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2min chapter
DOUBLE BILL: When a Plague Struck World of Warcraft/Blood on the Tracks
Cautionary Tales with Tim Harford
Close the Gap Between Work as Done and Work as Thought
The traditional approach is to blame work as done, but rules can sometimes be cumbersome or unrealistic. Eric Holnagel argues that we should keep an open mind about whether it's the rules or behaviour that needs to adapt. He gives the example of a hospital where nurses routinely take samples from very ill patients before the doctor has arrived. Should the nurses be reprimanded, or should the rulebook be amended? When we close the gap between work as imagined and work asdone, managers need to understand what workers actually do. And workers need to feel free to be honest.
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