I have heard this many times — “I know that X doesn’t work that well, but there is no other way to do this.”
This is the type of statement made by folks who are “slaves to process”. They are completely wedded to one way of looking at what they need to get done. As a result, they will not learn from what they do. And if there is a better way to get things done, they will never see it.
The problem is worse than it appears. It is worse because the longer you are married to a single way of doing things, the harder it gets to change. That is the message Jeff Bezos is giving to his shareholders. I couldn’t agree more. That is the message that United should hbe listening to after its fiasco in customer relations.