Maybe there are social systems we should understand. He studies customers rather than workers. They work, play, and spend time with the same people all day long. They're like a small village in a European country, or what a town in America was like a hundred years ago. We're able to observe shades of color that others can't see.
Anthropologists understand complexity and can help devise answers that reflect that complexity.
Her job was to study why a new quality program wasn't working out as well as expected. The plant, Briody quickly discovered, had strong cultural rules that the program simply didn't recognize. Briody's research documented that workers and supervisors were seven times more likely to assign blame for problems than to offer praise for good work. She also analyzed who blamed whom for what, how blame was expressed, and how blaming patterns followed the flow of work inside the plant. Workers were eager to do a good job, but the structure of work at the plant left them feeling powerless.