‘Humanotics’

As companies grow they tend to standardize procedures, transactions and even interactions between employees. All professional companies have an ERP and set of well defined and much orchestrated process guidelines, rules of engagement or standard operating procedures. This is more so in technology related industries where professionals always look for clarity- yes or no, zero or one, black or white. Come to think of it, isn't that how a computer works; a robot works? Yes, a computer works on a set of commands, lines of codes or an ‘app’ if that is how the device is triggered to action.

So the sequence often is like this. If there is a problem, first look at the system. Fix it if it is broken, upgrade it if it is outgrown. If that doesn't fix the problem, rewrite the process flow chart, revise the SOPs, upload on the intranet. If the problem is still not solved go to people- the last resort. The concept is to bypass the people as much as possible. They are the least amenable to rules and each one is into her own world. Indeed, this is very logical and efficient way of problem solving in organizations.

So what is the problem here?

Partly the problem is with God for those who believe God created humans or with nature if others think nature created humans. Human beings are not factory produced and each one has his/her unique kinks, warts and mind. Even though the operating procedures are same for all not all will comply with them the same way. If that was the case a copy of the Constitution of any nation or any book of commandments given to all would have solved all human problems. They all meant for orderly human behaviour. Human mind behaves also on the principle of randomness, often belying all known theories.

So what is the solution? Not yet invented, is the short answer. What is the path to an attempted solution? May be it is a good idea to bring in the randomness of human interactions early in the stage of a problem in an organization. Talk to people, particularly to those who are not the experts- because often experts planted the seeds of the problem in the system-without any such malicious intention, of course. The problem solvers in organizations spend far too much time with the system, gadgets and the data before they turn to the person sitting next work bay who may have a simpler solution.

That’s what I call ‘humanotics’. It is not about standardising human behaviour. It is, in fact, relying on the randomness of human mind.  There is a randomly programmed robot in every human being.

Over dependence on technology to the exclusion of random human mind is something Albert Einstein feared long ago when he said, “I fear the day that technology will surpass our human interaction. The world will have a generation of idiots.’

Now, we know there are more than three idiots!