How organisations enshrine collective stupidity and employees are rewarded for checking their brains at the office door
We found many ways that all kinds of organisations positively encouraged intelligent people not to fully use their intelligence. There were rules and routines that prompted them to focus energies on complying with bureaucracy instead of doing their jobs. There were doctors who spent more time ‘playing the tick-box game’ than actually caring for patients; teachers who spent more time negotiating new bureaucratic procedures than teaching children. We met Hans, a manager in a local government agency: after a visit from a regulator, his office received a list of 25 issues in need of improvement. So Hans’s agency developed 25 new policies and procedures. The result: the regulator was happy, but there was no change in actual practice. Such stories showed us how mindless compliance with rules and regulations can detract people from actually doing their jobs. The doctors, teachers and government officials all knew that the rules and regulations they spent their days complying with were pointless diversions. However, they chose not to think about this too much. Instead, they just got on with ticking the boxes.