A crescente procura pela customização

"Organizations are naturally inclined to routinize things, and that isn't necessarily a bad thing. Through experience, they develop stable ways of working that coordinate and combine the efforts of various people and specialists. When an IVF clinic follows the standard protocol for a regular patient, for example, everybody knows exactly what to do and when, and the organization executes this task without much effort or disruption. It makes production fast, efficient, and reliable. Obviously, there's nothing wrong with fast, efficient, and reliable. But if you want to innovate, you'll need to disrupt this routine, and develop new solutions and new ways of working.
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To put it bluntly, your team needs to makes its own life difficult. This is exactly what IVF clinics did when they didn't turn away difficult cases. By treating patients with complex etiologies, they experienced more valuable learning opportunities than if they concentrated exclusively on higher-probability cases. By experimenting, reflectively communicating about the results, and codifying their newfound knowledge—the three critical components of team learning behavior—the clinics were able to improve their practices in the long term.
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You can't innovate without ever trying something new. This may sound quite obvious - and, frankly, it is - but many organizational processes and practices are precisely aimed at not doing this. Process management techniques (such as ISO 9001), for instance, are aimed at making processes more reliable and secure. In general, organizations are inclined to try to rule out variability and instead concentrate on what works best."

Li isto e relacionei logo com "The Great Strength and Debilitating Weakness of Modern Medicine… and Management" e:

"The great strength of modern medicine lies in the fits that work. The patient enters the hospital with a diseased heart and leaves soon after with a repaired one. But where the fit fails can be found modern medicine’s debilitating weakness. Fits fail, more often generally realized, beyond the categories, across the categories, and beneath the categories.
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Dr. Atul Gawande, in a New Yorker article entitled “The Bell Curve” (6 December 2004), reported on his observation of a renowned cystic fibrosis physician. He wrote the protocols that others used, yet had much better results. Meeting a young woman, and seeing a reduced measure of lung-function, he asked if she was taking her treatments. She said that she was. But he probed further, to discover that she had a new boyfriend and a new job that were getting in the way of taking those treatments. Together they figured out how she could alter her schedule.
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Here, then, lay the good doctor’s secret: he treated the person and not just the patient, by delving beneath the medical context, to her personal situation."

Escrevi há anos um postal, que agora não consigo recuperar sobre uma empresa de dispositivos médicos que era muito eficiente e muito bem sucedida, mas quando quis dar um salto descobriu o poder da "to makes its own life difficult" ao começar a trabalhar no aprofundamento da customização.

Trechos iniciais retirados de "Breaking Bad Habits" de Freek Vermeulen.