Jeff Bezos’ Annual Letter
&quot;A common example is process as proxy. Good process serves you so you can serve customers. But if you’re not watchful, the process can become the thing. This can happen very easily in large organizations. The process becomes the proxy for the result you want. You stop looking at outcomes and just make sure you’re doing the process right. Gulp.&quot;<p>Seems like this is exactly the kind of issue companies like United Airlines suffer from.