If your front line people are unable to answer a “why” question, what do you tell them to do?
Most bureaucracies don’t want the whys working their way up the chain. Most bureaucracies encourage their people to be the first and only line of defense. “That’s our policy.” “I’m sorry, but there’s nothing I can do about that.” “Insurance regulations, sir.” The goal is to get the customer (questioner) to go away.
To go away.
They want you to go away.
Does that make any sense at all? The single most efficient (and lowest cost) technique for improving your operations is answering the why questions! You should embrace these people, not send them away.
“You know, sir, I have no idea why you have to do that. But I can tell you that