Chapter 6 Breaking Bad Bureaucracy
Administrative Hazing: Intentional or Not?
Not all unlean processes are caused by overly cautious bureaucrats. Sometimes they seem to be intentionally designed to create barriers. From the customers’ perspective, these processes certainly seem like hazing.
For example, college graduates working in nonprofit agencies might assume that the process to request student-loan forgiveness was intentionally constructed to make it unlikely their applications would be approved. Without electronic options, mobile millennials belatedly realized that hard copies of essential documents were mailed to previous addresses. And, as one borrower noted, the requirement to produce proof of nonprofit ...
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