Chapter 4
Friction
Only three things happen naturally in organizations: friction, confusion, and underperformance. Everything else requires leadership.
Peter Drucker
When it comes to service delivery, most of us equate friction with those elements that hinder our delivery speed and throughput. It is what drives so many of us to automate our builds and deployments, purchase cloud services, and adopt various Agile practices. But thinking about friction so narrowly can cause us to suboptimize, or worse overlook, everything else that is getting in our way of achieving the desired outcomes.
For John Boyd and Helmuth von Moltke, discussed in the previous two chapters, friction is what degrades our situational awareness and impedes learning. Boyd’s ...
Get Lean DevOps: A Practical Guide to On Demand Service Delivery now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
