Tag: organizational learning

• The Half-Life of Judgment

  

  Photo by Nicolas Lafargue on Unsplash The morning the first iPhone 3G launched, the queue filled with a problem the queue had never seen. I was working in contact centers then, on the floor, hearing the beep of a new call arriving as soon as the previous one ended, watching the flood roll over us…

  Dom

  July 19, 2026

  Governance & Systems Design, organizational design

  Accountability, architecture, Average Handle Time, contact centers, decision-making, dogma, Goodhart’s Law, governance, incentives, institutional memory, metrics, operational leadership, organizational design, organizational learning, policy, professional responsibility, senior individual contributors, standards, systems thinking, technical leadership