Re-Evaluating Processes

For Want of a Tag String

The Indian Government introduced the e-filing of Income-tax Returns a while ago. The news brought back some memories of serpentine queues and most importantly the tag string. Those who were new to IT filing brought their Saral and declaration copies, waited patiently in lines till it reached the counter to find the clerk refusing to accept stapled documents. Terms of filing states that the clerk will not accept the documents unless tied with a tag string through the hole at the left corner of the documents. It must have taken bleeding official fingers, torn documents and the simplicity of doing away the tag with scissors for the rule to be a rule. The desperate hunt for the coveted tag string ensues and propagates through the line, while the veterans smile with wicked glee and push past the bent treasure hunters, scouring the floor for any discarded length of wool strong enough to meet the requirement, to file their return and go on with their other business. The outcome: These beginners will not forget the tag next year. More like the concept: To remember your anniversary, just forget it once.

It starts me off, to muse if there are any seemingly silly processes that are waiting to be replaced. These procedures must have come for a reason in a past and became quietly obsolete without being noticed. Very much like this story that I narrated in my management classes recently, to illustrate Need of re-evaluating processes.

A study was conducted on monkeys to study group behavior with regard to long term memories. A group of monkeys were introduced to a room where a big bunch of ripe bananas was hung right above a ladder for easy access. Monkeys being monkeys, raced for the ladder. Woe! The system was programmed to shower a jet of ice cold water on the group as soon as the ladder was touched. Bedlam! Shrieks of outrage were voiced by the group on numerous failed attempts. It was observed that all permutation and combinations, taking into account factors relating to understandable dimensions of the banana, ladder, the time and the days, were tried out diligently, with utmost cunning; only to be showered by icy water. Fed up by the shower treatment, the monkeys took to beating the perpetuator who attempted to touch the ladder. A Month passed; the bananas always looked inviting, being changed to retain its freshness. Lesson learned: The monkeys ignored the tempting feast and contented with their daily rations. It was decided to take the study further and replace the members of the group one by one at intervals. The new monkey, as usual, raced to the ladder, promptly got beaten up and at times drenched, wherein the punishment was more brutal. The new member usually retreats to a corner and participates in the punishment custom with vigor when another monkey arrives. Gradually the group was replaced and the bananas remained untouched. The group was again replaced, with the accompaniment of beatings on each introduction. After much iteration, the shower was turned off and the bananas continued to remain above the ladder untouched, amidst a group of primates who has learned to beat up any member who touches the ladder, for reasons unknown. Not sure whether the study reached its desired conclusion or waited for a smart monkey to ponder: "Why a waste of delicious fruit?" and brave the gauntlet, with maybe a new technique and change the system forever.