When I was at The Bank, a swarm of pen-clicking auditors descended on my pack-ratty cubicle to Taylorize my every move.
- What was my process for making sure affiliates didn’t steal artwork from Zurich museums?
- Which word list did I consult whilst subtly insulting certain colleagues via email?
- How, exactly, did I sort and organize all the trees that came out of the printer?
All this documentation was necessary to ensure Sarbanes Oxley compliance. We can’t have pussy cats obscuring card art, after all, lest a consumer complain when her credit card arrived in its welcome pack without an actual kitten.
Annoying as it was, I can’t lie, I secretly liked it. I love engineering processes and checklists and forms. For routinized, predictable tasks, nothing pleases me more than the transparency of a well-documented list, embedded macros optional. It helps when people outside your direct line of work start poking around; you’re already armed with the documentation you need to tell them to stop being an idiot educate them about what it is that you do and why they should shut the how that benefits them in the long run.
Documentation also allows for cross-franchise efficiency. I am squirming in my seat right now and must use the word amortize, because that’s what process transparency does within an organization: it allows a knowledge worker the opportunity to amortize the routinized aspects of their jobs across different silos within a complex organization. (At least, in theory.)
I wish, then, that auditors would come and demand some Visio flowcharts from our gubmint. If we could just take a step back, look at the carnival blinking lights that is our obscenely large government, cross-check various programs and align them against their ultimate goal (reduce poverty, stop abuse, prevent the munchies), perhaps we’d be able to identify some effort duplication and thus, opportunities for streamlining.
I understand the intense effort that this would involve, how much time it would take, etc. etc. And I know that budget line complications would give some pooh-poohers the chance to say, arms skyward, “There’s no way in hell we can operationalize this.” And yet, when my crazy little slice of the earth at The Bank had to hit multiple budget lines, we ultimately figured out how to git ‘er done. And the effort was worth it.
When I think about the machinery that undergirds so many of the services etc. that we take for granted, I can’t help but think it’s a good idea to occasionally peek under the hood and make sure it’s built real good.
And anyway, wouldn’t transparency be a good thing? Wouldn’t a nice deck teeming with 3 pt. bold black lines around boxes that point to other boxes give way to more strong minds collaborating and considering more efficient means to achieve the stated end?