We have created very efficient organizations. We have improved productivity, streamlined systems, we have LEANed and KAIZENed out all of the errors and anomalies, leaving nothing to chance.
And the result… we have created very fragile organizations. Organizations that are tightly scripted, cannot afford mistakes. One step out of order, one line missing from the culture code and the entire enterprise could start to crack.
Scripts are good in stable and predictable environments. Eliminating waste in the systems, processes and procedures can improve efficiencies which could directly impact the bottom line. However, when situations are UNstable or UNpredictable the scripts may no longer be useful.
Our world now is UNcertain and our organizations need to be designed or re-designed to be flexible, adaptable and resilient. Our employees need to be encouraged and supported to go off script in order to solve new problems.