Outsourcing skapar företag som är oförmögna att lära sig

“In the last ten years I can’t think of one time when a wireless company has been able to handle the basic things I’ve asked for (new service, cancel service, port a phone number) without 45 minutes of unbelievably incompetent service. … All of them suffer from hard working shlubs who are stuck in a situation created by incompetent managers, who have built esoteric mountains of complicated and brittle systems with a million moving parts, 3/4’s of them outsourced, where it’s simply impossible to get anything done.”

Joel on Software om betydelsen av feedback. Om den som gör en sak inte möter reaktionerna på det hon gjort, blir organisationen oförmögen att lära och göra saker bättre.