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You should thank inefficiency

July 29, 2008

In my previous post about the state of service culture I commented that if products are faultless, companies would have no need for a call center or help desk.

You may not know this but every after-sales service call can cost a company $20-$30 to entertain, if you count salary and expenses. Double that if you count depreciation of equipment. So companies will go all out to avoid that cost by making their products faultless right? Wrong. Purposely or not, companies still continue to roll out badly made products and shoddy service. Customers continue to get angry and companies continue to pay people to be shouted at.

So why is this good? Because bad products create employment in the same way dentists make a living off bad teeth.

I once spoke to a government agency worker and asked him why aren’t department computers talking to one other. He said officially, there are technical issues with integration. Unofficially, if the systems integrate, thousands would be out of a job. Ouch.

In fact if the world was totally efficient, you too would be out of a job. Nobody will need anything from you. There would be no internet because there will be no knowledge gaps to fill. You would have no need for furniture either because you will never get tired standing.

Conclusion: You should love inefficiency. :mrgreen:

One Comment leave one →
  1. LC Teh permalink
    July 29, 2008 11:31 am

    vive la inefficacitĂ©…

    If we’re perfect, perhaps life would not be a challenge at all. And since we’re not, there’ll always be someone else checking on us at the gates. And so we need doctors, lawyers, mechanics, repair-persons, police, etc. That keeps the economy going…

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