Success is rarely unlocked by adding more. More often, it comes from removing the friction that quietly slows people down every day.
Behavioural economist Rory Sutherland has long argued that people experience the world psychologically, not objectively. One of his most famous examples involved an airport reducing baggage complaints not by speeding up the process, but by increasing the distance passengers walked to collect their luggage. The wait barely changed, yet the experience improved dramatically.
The lesson for organisations is profound. Leaders often focus on efficiency, systems and process design, while employees experience complexity, confusion and frustration. The highest-performing organisations make good behaviour easier by simplifying processes, reducing unnecessary effort and removing obstacles. Sometimes the fastest path to excellence is simply eliminating what gets in the way.
For a copy of Ishan’s book, Unlock, please visit:
https://ishangalapathy.com/books/
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