Reality of Human Behavior
There’s something of a misconception that I don’t need to worry about these things because I’ve set my people up for success. I’ve put these people into a job with a particular set of processes and a particular set of systems to support those processes and, with enough training, they will do precisely what I expect. That’s a great misconception.
Because what these people are going to do is what people do. And that is: find the shortest path to success. If you haven’t provided it, they’re going to invent it. What they’re going to do, frankly, is start going off script. They’re going to start to invent other methods and use other tools. They may accomplish the same end, but not the way you’ve designed it.
There’s risk in that delta between what you planned and what’s actually happening. It’s wrong to believe that because these folks are collecting a paycheck from us they’ll do precisely what they’re asked. They aren’t. And I would believe that most people in the enterprise know that to be a fact.