No one is perfect...

… but why do  companies make mistakes and then do nothing to remedy them?

1. The people who make the policies don’t actually work in the field.
2. The people in the field arn’t given the ability to influence management without appearing troublemakers.
3. Customers arn’t encouraged to speak up, and their suggestions are ignored.
4. It’s easier to make a policy than to undo it.
5. Business is complicated and unless you come up with a clever way to measure the impact of a descision, it’s often difficult to tell if it’s a good idea or not.

Seth Godin, Page 136 in Small is the new big