“If only life and business were that simplistic,” Scott said. “If you work in operations then your job is about commanding and controlling the time, labor and technical resources towards an agreed output. For the jobs in operations, your vision makes sense. But, I think it is only a functional perspective, not a universal one.”
“You seem to think that operations is all about command and control,” I replied. “It sounds a bit mechanical. Tell me more.”
“Operations is operations. Pretty cut and dried. We have defined processes inside efficient systems. Line up the people, line up the machines, line up the materials. Pop, pop, pop. Predictable output. Yes, it is a bit cut and dried.”
“If that is all there is to it, then why don’t we have robots do all our work?” I probed.
“In some cases, we do,” Scott raised his eyebrows in a subtle challenge.
“Yet, even in the midst of defined processes and efficient systems, even in the midst of robotic welding machines, we still have people engaged in operational work. And in that work, as defined as it is, aren’t there still problems that have to be solved and decisions that have to be made?”
“Well, yes,” he nodded.
“So, inside a process you describe as command and control, there is still discretionary decision making?”
Scott continued to nod.
“So, it’s not all neat and pretty,” I said. “Not all tied with a bow. In fact, some days, the work gets downright messy. Even mature processes are subject to variations in material specs, worn machine parts, delays in pace. Command and control short-changes the discretionary judgement required to effectively operate a well-defined system.”
Inspired by a comment posted to Responsibility, Accountability and Authority