Before we started to experiment, we heard the constant refrain up and down the BCG hierarchy:
| • | “We have to always be on.” |
| • | “It is a 24/7 job.” |
| • | “I cannot possibly turn off, this is who I am.” |
| • | “Our clients pay top dollar for the highest-quality service.” |
| • | “Our clients have many choices. They will go somewhere else if we don’t deliver.” |
The central question motivating the research was: Could these norms and expectations be changed—collectively, without undermining the work? The best that individuals can do is find ways to exist within their world, where these norms and expectations persist. But could they change these norms and expectations—as a group?
I had intentionally chosen an extreme case, an elite management ...
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