Big Arch Madness
If you’ve not seen the McDonald’s CEO eating a Big Arch burger, you’re missing out. It comes across exactly like Zuckerberg’s reptilian testimony a few years ago.
As I see people mock the McDonald’s CEO, it fascinates me. A lot of people aren’t aware of the critical defect in most larger organizations: hierarchal insulation.
People do not want to share bad news or criticism. The people with authority seldom get exposed to those on the ground doing the work. It’s filtered by successive layers of containment, each motivated by their own objectives.
Additionally, if you’re not familiar with The Abilene Paradox, you should look it up. Summed up, it explains why a group of people can end up deciding to go eat somewhere that no one really wants to go to. It results in Jessica being as pissed as everyone else.
That’s how you end up with a strange marketing video with the CEO coming across as alien and off-putting. The majority of people watching the video immediately recognize that something’s off. There’s no question multiple people at McDonald’s wanted to speak up. But they don’t have an institutional means of being heard.
Who in the McDonald’s corporation would dare question all the departments and people involved in the result? Much less the CEO.
The insulating factor of organizations is everywhere once you recognize it. Products that defy customer wants. Logos that look like someone dropped pixie sticks on the floor. (Studiously NOT mentioning Springdale’s from a few years ago.)
Our laws, which often ignore what most people want because committees have to come to an agreement, and often only because someone needs to pee really badly – or realize that no one’s going to get what they want. That’s how we ended up with the platypus, by the way.
If you haven’t seen the Big Arch commercial, I highly recommend it. It is the embodiment of what happens when a vocal cross-section of other people aren’t involved.
“The people who know have no say. And the people who have the say quite often don’t know.” – X
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P.S. Parenthetically Speaking 