Anthropologically speaking, the way you study this is simple. Much like how you'd tag a wild tiger with a radio collar to observe what it does in the wild, to evaluate a culture you pick an issue. Then you watch and ask: How and where do issues get reported? Who responds? How long does it take? Who decides what issues are worked on first (triage)? Who decides how the thing will be fixed? Who does the actual work? Who checks to make sure it was done properly?
