Even if you reach the correct person, the odds of your problem being solved quickly and without aggravation are small. Insurance companies, incompetent waiters, the DMV, auto dealers or any customer service department have frustrated each of us at some point in our lives. At work we have all seen managers who have reached their level of incompetence. They rely on the meeting and memo strategy to save face and protect their jobs. Endless meetings are attended, committees are formed and reports are generated.
Memos track the progress of problems, solutions and ideas.
This system allows the competent workers to slip into the process and help solve the problems that started the circle of meetings, memos and paperwork in the first place. The inept manager then gets credit for having employees who get the job done. The employee gets the recognition of being a competent worker and in most cases will eventually be promoted to the next level as a reward. This of course puts him closer to, if not into his own level of incompetence. It is a vicious circle, wasteful, destructive and spiritually draining.