“The unknown and unknowable” is a phrase Dr. Deming used to describe the knowledge needed to run a comp
any perfectly. Some view this statement as wishy-washy, especially those that believe the universe (or anything) can be explained. This is old school . . . meaning that Einstein, Planck and many others have proven that there are things outside of our control. Meaning, you just can’t plan for them.
Frederick Taylor would have loved the planning culture that exists today. It would seem so tidy that everything could be predicted and plans could be made. So few organizations spend the time they need to understand their own organizations as systems, customer-in.
Instead the top-down plans because they are written are set in stone. Careers are put on the line when the plan and timeline to “hit the numbers” cascades through the organization. Daily and weekly meetings to be sure everyone is “working to plan.” No one can – the universe is unpredictable.
The “here and now” may not be as sexy as spending a week at some boondoggle where you can play golf and write a strategic plan. However, the results are much better when you live in a world of reality and modern science.
One may find it more appealing that the world is not as predictable as business wants it to be – you can always discover something new . . . if you look.
Tripp Babbitt is a service design architect. His organization helps executives find a better way to link perspective to performance and use workers to build and refine your service. Read his column at Quality Digest and his articles for CustomermanagementIQ.com. Reach him on Twitter atwww.twitter.com/TriBabbitt or LinkedIn atwww.linkedin.com/in/trippbabbitt.