Broken Systems

Twice recently I have experienced examples of where a broken system blames the individuals who are stuck in it for the problems it causes.

The first time was when I wanted to reinstate the SIM in my Apple Watch. It didn’t happen in the button click way it was meant to so I ended up having to call O2 support. The lady I eventually got through to was trying really hard, and was doing her best to be helpful, but the system made it almost impossible for either of us to understand what was going on.

The more recent example was with a delivery yesterday by DPD. I got all sorts of conflicting messages as to why my delivery hadn’t happened when it was meant to, but it turns out that the driver, I think, had deliberately marked the package as a failed delivery (and even taken a picture of another location) intending to come back later – all because his manager had given him an impossible schedule.

In both cases, it was clear that the individuals were struggling with the system they were stuck in but, again in both cases, I was only given an opportunity to give feedback on their individual performance, not on the fact that the system itself was broken. I was left unable to provide feedback at all as to do so would have implied criticism of the individuals.