Distortions create the demand for human middleware as the organization uses people to paper over one or more of the following situations:
Inconsistent business processes, which create multiple versions of the truth, conflicting business rules, complex operational interfaces, and different ways to get things done. All of which create bottlenecks, backdoors, and conflicting answers requiring people to figure it all out.
Inaccurate systems, that support different answers, support complexity, limit end-to-end support and require human intervention to figure out how to get work done.
Incomplete interfaces, that requires manual activities to transfer responsibilities, send messages, or coordinate with other departments to do work that logically fits into a single customer ‘transaction.’
Proliferation of too many ‘me too’ products in the portfolio, making it difficult to market, sell, serve and support as well as difficult for customers to figure out what they bought and how best to realize value.
Inadequate management capability and capacity, who treat the symptom of a performance problem as the cause of the problem and basis for the solution.
General inefficiencies across the organization, that crop up everywhere and anywhere in the organization, often justified by the idea that things just get more complex as we get bigger, move faster or do more things, mature as a company, or gain more experience.
Weak general management, that is more concerned with supporting short-term goals and maintaining harmony between executive fiefdoms across business functions than recognizing the need for re-integration and renewal. They allow people to build middleware staff, as it would upset people to point out a weakness in a particular group.
Baseline budgeting, that makes resources decisions based on a prior year’s baseline that bakes in inefficiencies and creates an inventive to keep and grow the middleware and budget as a symbol of executive influence or power.
Accretive change which is constantly asking for more, different, and additional stuff rather than favoring of keeping the organization capable and lean.
引用元: Find your human middleware.