Sometimes, there is a tension between the values of fairness vs. efficiency. It is a common theme in Dilbert, where well-intentioned company policy leads to something ridiculous in a particular situation. We all encounter it from time to time, when we struggle to strike the right balance between same-for-all and right-for-this-situation.
This is an aspect of the cultural dimension that Fons Trompenaars calls “Universalism/Particularism” (or What is more important, rules or relationships/the specifics of the situation?). I believe that each individual’s work culture to a large extent is based on the relative importance of values.
Some people value the rule and the principle of fairness more – and are willing to accept a negative outcome for some specific cases. Other people truly value the individual particular situation more – therefore they feel that rules are there to guide but not to stifle judgement and wisdom.
On a train ride this week, we hit into this dilemma when we took the 263 train (Beijing->Ulaan Baatar). The 16 wagon train was almost empty. According to our wagon attendant, less than 30 passengers. This is supposedly typical for this season. The train is full in July, but the rest of the year there are plenty of empty berths. The lowest occupancy was last year in December when they drove once the whole way from Beijing to UB with only five passengers. More tourists do go the other way, but even in that direction it is quite empty in the train. Sometimes more personnel than passengers. This time, we were five passengers in our whole wagon.
Our wagon attendant explained that: “The agreement between the governments mandated that they would always drive 15 sleeper wagons and one restaurant wagon, twice per week in the winter and three times in the summer. And since it is an international agreement – it is important to be fair and honor the agreement.”
We spent 4 hours to change boogies (wheelsets) on all 15 sleeping wagons at the border crossing between China and Mongolia. We could have used one or two wagons, and be finished in 30 minutes.
The reason for changing wheelsets is due to the rail gauge – the distance between the two rails. The railway connection between Ulaan Baatar was built in 1956, during a time when the Soviet Union had a strong presence in Mongolia. Therefore, the train tracks in Mongolia follow the Russian standard, which is wider than the Chinese standard. It was impressive and weird to see the wagons lifted up and the boogies rolled away to be replaced with a slightly different width. This boogie dance went on for hours, in the middle of the night – and we were waiting for our passports to be back from the Chinese border police. It was indeed a relief when the adjustments were completed, the passports retrieved and we could glide away into the Mongolian night to cross the Gobi Desert.
It is an amazing waste of time and energy to do this boogie-changing. Especially for all the wagons that are almost empty. I was crying deep inside my passionate Lean-heart to see all these people doing useless work with excellent execution. There are so many important value-adding jobs out there!
Do you encounter dilemma’s of fairness vs efficiency in your job?
How do you deal with the dilemma of fairness vs efficiency in your organization?
What legends do you have about heroes in the past who broke corporate guidelines to do the right thing?