Autonomous Transformation

CHAPTER 10The Organization as a System

In the educational system, disciplines are broken into their individual parts. Students major in marketing, accounting, or computer science. Achieving excellence in an individual discipline requires this approach. As important as excellence in a particular discipline, however, is an understanding of the interaction of that discipline with the rest of the organization.

I majored in music theory and composition, and had the honor of conducting choirs and orchestras during my studies. The performance of music within a group, whether a symphony orchestra, a choir, or a rock band, is inherently a systems discipline. If the best singer in the world is unable to blend their tone and volume with the rest of a choir, the result will be an uncomfortable listening experience. The same holds true for trumpet players, violinists, or any orchestral musician. They must master their individual instrument, and they must also master the skill of performing within the system of the orchestra.

Disneyland is one of the most elegant systems ever designed, delicately tuned to the creation of memorable, magical experiences for its guests. If everything about Disneyland remained the same, but the employees running the stores, restaurants, and rides all began behaving impatiently and impolitely toward guests, the system, and therefore the experience, would break down. If Disney tried to solve this problem by making tickets less expensive or investing in the creation ...