There is a natural tendency to want to institutionalize what we do. For example, creating repeatable, systemic processes makes our jobs easier, more predictable, and more efficient. This becomes a problem when the push to institutionalize makes the organization unbending, recalcitrant, and inflexible.
We have all run into the excuse that “our procedure” needs to be followed or hearing someone say, “It’s not my job,” or my personal favorite, “Stay in your lane.” The same things that spur efficiencies can create barriers to progress, impede responsiveness, and even undermine innovation.
When we institutionalize something, just like institutional food (think cafeteria food), it loses its taste and flavor. Automated emails that start with “Dear Valued Customer” is what happens when we try to institutionalize our customer relationship. I don’t know about you, but when I get that kind of email, being valued is the last thing I feel. Employees who wonder whose turn it is to be recognized is the result of institutionalizing recognition programs