Even in the very best organisations, bad practice is waiting just around the corner.
In 2014 General Motors began the recall of the Chevrolet Cobalt which would ultimately affect nearly 30 million cars worldwide.The problem was with the ignition switch which could shut off the car while it was being driven, disabling power steering, power brakes – and, crucially, the airbag.The issue had been known to GM employees for a decade. A sixteen-year-old girl had died in a frontal crash in 2005, the first death attributed to the defective switches.
A redesign of the ignition switch went into vehicles a year later, but a simple mistake – the engineers failed to alter the serial number – made the change difficult to track later.Ultimately the flaw would kill 124 people, and seriously injure 275 others. Not recalling the vehicles sooner was deemed affordable in the pursuit of profit.During this time, General Motors was leading its sector in customer satisfaction. At the same time as their cars were devastating families, they were picking up heaps of industry awards.It’s common after the emergence of any scandal, be it VW, Oxfam, Mid Staffordshire, for us to call for tighter regulation, greater consumer controls, and transparency of performance.But does any of this help prevent complex system failure?The latest call is from the Social Housing Green Paper which has been published in response to the Grenfell tragedy and has been billed as a “fundamental rethink” of the system.The government has suggested the introduction of new league tables, which would effectively name and shame landlords to highlight bad practice. The ‘power’ would shift more towards tenants and enable them to see how their landlord ranked compared with the average.There’s also been talk of an industry wide Charter and an increasing focus on benchmarking.Can You Benchmark Your Way Out Of A Crisis?
Best practice and benchmarking are often just a race to be first at being average. The chances of someone else’s best practice working in a different environment is unlikely.Not only is it unlikely but the very act of best practice and benchmarking can drive standards down. It encourages all organisations to think alike. At sector level it creates groupthink, and we all know groupthink is the avowed enemy of innovation.Within organisations, a culture of following best practice can quickly become a culture that is frightened of doing new things. In times when we need radical solutions to big problems – trying to be more like each other is a criminal waste of time.When Good Companies Go Bad
It’s tempting to think that tighter regulation and scrutiny prevents system failure but there’s little actual evidence it does.
There’s a problem with managing risk retrospectively: you’re always looking behind you, and often looking in the wrong places.
This graphic from a HBR study shows auditors are rarely looking at things that could bring companies down. Policies don’t destroy companies, toxic cultures do. But cultures are rarely audited as it’s pretty much impossible to do – it’s easier to tick boxes.
Related: The Rise Of Business Bullsh*t and How We Can Fight ItWhen things go wrong in organisations it’s often the result of a complex web of perverse incentives, simple mistakes and a culture of people looking the other way.It’s almost never because there’s a singular Bond villain type saying “I’m going to do this on the cheap even though it’s bad for customers and will probably kill folk”.