The Harvard Working Knowledge series just published a paper called The Work-Around Culture: Unintended Consequences of Organizational Heroes. People find ways to work around problems and problem processes, and in the process feel like a hero. It’s fun! I know that I count those days when I’ve thrashed an obstacle as good days. Unfortunately, working around obstacles doesn’t create a need in the organization to recognize and repair them. A “work around culture” leads to burnout, errors, and wasted-resources.
The solution is to create a culture that weights improvements equally with immediate results.