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“Accountability Sinks” by Martin Sustrik

Apr 23, 2025
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ANECDOTE

Squirrels Destroyed by Bureaucracy

  • At Schiphol Airport in 1999, 440 ground squirrels were destroyed in an industrial shredder due to paperwork issues.
  • Airport staff followed government orders, but the management later called the decision unethical.
INSIGHT

Corporations Speak Through Process

  • Corporate employees often follow rigid processes that prevent them from personally addressing customer problems.
  • This creates frustration as the company speaks impersonally while customers expect human interaction.
ANECDOTE

Credit Card Name Length Issue

  • A credit company rejected applications whose names exceeded 24 characters instead of redesigning credit cards.
  • Applicants were not informed, and no one was accountable for this opaque decision.
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