Ross Perot started Electronic Data Systems (EDS) on a shoestring and with only a small amount of money. EDS grew into a monster of a success story and was later sold to General Motors (GM). Part of the purchase agreement included a place for Ross on the GM Board of Directors. The relationship didn't last very long. When Ross resigned from the board of GM a reporter asked him about the experience his response was direct and simple. He stated; "At EDS when we see a snake we get a stick and kill it, at GM, when they see a snake, they form a committee."
People love to justify their existence by adding layers and layers between the folks actually doing the work and the decision makers. This happens far too often, especially when companies or organizations grow quickly. This phenomeon becomes a run away train. Once the complications of too many layers set in, because of too many cooks in the kitchen, it takes forever to get back to the simplicity of just getting the job done. The challenge of detecting all of the issues that are causing problems and making declarations based on fact and not opinions, becomes daunting and the detectives are likely to encounter man-made obstacle after obstacle and if they are not focused and supported, will be lead on a wild-goose-chase. They become understandably confused and dazed and get nowhere.
What often happens in this consuming and expensive environment is that some very good and dedicated employees and customers get run over or left behind and find themselves in a foreign place where they are expected to fend for themselves. When it comes to customers, there is no better example of this than the automated phone systems with computer generated operators. People doing business with people have paid for the right to deal with people.
Life is simply not that complicated but given the opportunity, and sufficient number of misguided people, I assure you it will quickly get that way!
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