The First Thing That Fails In An Uncertain Domain Is Scientific Management
Organizations perfectly polished and designed to produce for predictability remove the presence of the customer from any process making every problem internal.
“All challenges are solved inside a beautifully choreographed and trained machinery of roles, rules, guidelines, components and transactions. But, in these organizations where the process, not the product, becomes the measure of success, any abruption to the process becomes the problem.” — Helge Tennø
And so, when met with uncertainty the company will pull all its force to create the illusion that the world is still the same, buy customer insight to prove they can fit the customer to the product and fail to explore or prioritize anomalies.