The Abilene Paradox and Other Meditations on Management

Chapter 5. Captain Asoh and the Concept of Grace

WHEN we make it difficult for organization members to acknowledge their mistakes and have them forgiven, we have designed organizations that reduce risk taking, encourage lying, foment distrust, and, as a consequence, decrease productivity.

For example, in the U.S. military, officers are subjected to the "doctrine of zero defects."^[39] Officially, the doctrine is designed to encourage double-checking of the operation and maintenance of inherently dangerous and easily damaged mechanical systems. The justification for a zero-defects policy in such activities as aircraft maintenance and nuclear weapons handling is obvious. But the doctrine has been extended — at least informally — to nonmechanical systems, ...