Is It Unrealistic To Demand-Expect Integrity From Human Systems?
Does The Concept Of Integrity Apply Only To Non-Human Systems?
This post continues the conversation (blog and comments) that started with the following blog post: Revisiting Integrity: Why Do All Human Systems Lack Integrity?
To summarise, I say that integrity in the sense of whole and complete (unity between word and action, between the ‘parts’ and the whole) is essential to workability and performance of all systems including human systems. If you want to get a sufficient understanding of Integrity as I am speaking it then it is essential to read this post: Integrity, Leadership, Communication and Performance – The Most valuable Post You Will Read This Year?
Max J. Pucher disagrees. He says that ‘whole-complete’ is an idealistic interpretation and does not apply to human systems:
“Maz, I propose that it is not allowable to use a physical system concept of integrity (whole-complete) for human systems. Physical systems such as a car have a well-defined function/output and therefore integrity is defined to perform as designed. Human systems have no such function and the output is purely based in individual perception. Therefore ‘whole-complete’ is an idealistic interpretation from a single human perspective and will most likely not agree with many others….”
As I promised Max, I have been thinking about his assertion. And now I share with you what showed up for me. I find that Max’s view is commonplace, I came across it just today. And I find myself in disagreement. Allow me to share with you that which shows up for me as I get to grips with the coal face of human existence.
What Does The World Of Aviation Disclose Regarding The Integrity of Human Systems?
Let’s consider NASA’s shuttle program. Yes, this program involves amazing technology-equipment. Who produces this technology? Who configures it? Who works it? Who addresses issues with it? Human beings. OK, the equipment is ready, in place. Is that all it takes to take a number of human beings, put them in space, keep them there, and then bring them safely back home? No! It requires a large number of people, in different roles, of different temperaments, of different genders, of different ages to work together as one. What do I mean by one? I mean integrity as in being ‘whole-complete’ at the level of the system they constitute. Which is why there has only been one disaster to date.
Why did this disaster occur? Because the integrity (wholeness-completeness) of the system was compromised. Some ‘parts’ (people) did know of the issue and the associated risk. Some ‘parts’ (people) escalated the known issue. Other powerful-dominating ‘parts’ of the system choose to ignore the voices-concerns of these ‘parts’. And, they also choose not to care for the needs of other ‘parts’ (astronauts) to return safely to Earth.
This is my point. Where there has been a focus and commitment to integrity (wholeness-completeness of the system) the shuttles have launched and returned safely. When integrity was sacrificed, disaster struck, the astronauts died.
Now consider the world of air travel. Don’t the passengers count on the integrity of the system? Don’t they count on people to make sure that the airplanes are safe to fly? Don’t they count on people to ensure that the airplanes have the right fuel – type and quantity? Don’t they count on the pilots to be competent and fit to fly the plane? Now look behind the scenes, what else has to be in place? How about the air traffic controllers – on both sides of the trip? You get the idea: all of these ‘parts’ have to work together for air travel to exist as it does. And the system works. It is rare for the system not to work, for a crash to occur. And when it does, an investigation occurs, lessons are learned, sanctions applied where necessary, new operating policies and practices put in place.
Notice, that the pilot of an airliner that crashed and killed passengers would not get away with pleading “Your honour, I am only a human being. You can’t expect me to follow the rules, each and every flight, regarding how much I drink before boarding the plane and taking the helm.” No, if he was found guilt of breaking the rules, he would go to jail. Notice, no party that is essential to the game of ‘safe air travel’ would get away with shirking its role and responsibility. Why? It is simply not acceptable to compromise the integrity of the system. And if there are ‘flaws’ in human beings, in themselves, then the designers of the system are charged with coming up with the means to address the ‘flaws’ through checklists, equipment, technology….
Why Does The Lack Of Integrity In Human Systems Persist?
Werner Erhard et al assert that this lack of integrity exists because we do not get the impact of the loss of integrity on the workability and performance of a system. And I find myself to be in agreement.
Werner Erhard et al assert that this lack of integrity exists because we misunderstand integrity. We make integrity to be ALL about morality: right and wrong according to the moral norms of the group/s we find ourselves living amongst. And in so doing, we are not present to integrity as the fundamental basis of workability and performance: integrity as a state/condition of a system – state of being whole-complete, a unity. I find myself in agreement.
It occurs to me that there is an even bigger-deeper, more fundamental, cause for this lack of integrity in human systems. What is this cause? Max provides a clue when he says it is not allowable to use the concept of integrity (as the condition of wholeness-completeness) for human systems. It occurs to me that when it comes to integrity and human systems, we accept and are comfortable with defeat before we even start. What do I mean? Allow me to share an extract from another blog post ‘The Myth of Scarcity: That’s Just The Way It Is’:
“That’s just the way it is is just another myth, but it’s probably the one with the most grip, because you can always make a case for it. When something has always been a certain way, and traditions, assumptions, or habits make it resistant to change then it seems logical …. that the way it is is the way it will stay. This is when the blindness, the numbness, the trance, and, underneath it all, the resignation of scarcity sets in. Resignation makes us feel hopeless, helpless, and cynical. Resignation also keeps us in line…….
That’s just the way it is justifies the greed, the prejudice and inaction that scarcity fosters in our relationship with money and the rest of the human race…”
- Lynne Twist
What Does It Take To Call Forth Integrity From Human Systems?
If we are the ones that defeat ourselves when it comes to calling forth integrity from human systems, then the answer to this question lies in us: specifically, in our collective way of being/showing-up in the world. Let’s listen to the wise words of Lynne Twist once more:
We have to be willing to let go of that’s just the way it is, even if just for a moment, to consider the possibility that there isn’t away it is or a way it isn’t. There’s the way we choose to act and what we choose to make or our circumstance.”
- Lynne Twist
Consider air travel. Would there be any air travel if all of us had simply accepted that man is not meant to fly on the basis that if he was meant to fly then he would have been given wings. Everything starts with one or more of us being called forth and stepping into a possibility. The possibility of integrity in human systems is a real one. Will you and I embrace and embody that possibility? Will your team embrace-embody that possibility? Will your organisation embrace-embody that possibility?
Why Pay Any Attention To The Integrity of Systems: Human, Mechanical and Hybrid?
I invite you to consider that your customers are painfully aware of where your organisation is not in a state of integrity. Why? Because customers experience the effects of this lack of integrity: promises made in marketing-sales but not kept by the product itself; being passed around from one person to another, one team to another, and having to go through the same dance all over again; promises made by one part of the organisation and not honoured by the others part/s…. I say that if you want to play the joined up game of Customer Experience then you have to work on the integrity of the ‘system’ – the whole organisation including all the key partners whose performance impacts the end customer and shapes her experience.
Finally, I invite you to not kid yourself. You cannot claim to be 90% pregnant and get away with it. Why not? Because you either are pregnant or you are not pregnant. The same is the case for integrity: either the system in question (e.g. the organisation) is in a state of integrity or it is not.
Posted on March 4, 2014, in Culture, Customer Experience, Integrity, Leadership / Change / Transformation, Organisational Design, Uncategorized and tagged culture, customer experience, Integrity, integrity of human systems, leadership, organisational design, performance, workability. Bookmark the permalink. 8 Comments.