Just Too Efficient
"<i>Item: Speaking of which, it seems that when you have a problem with a business, the process for solving it each year becomes more and more complex and opaque and irritating and (for the business) efficient.</i>"<p>Hey, I was there! Back in the '90s, IBM was getting too many support calls for AIX forwarded to the AIX team, so they introduced another layer of phone tech support to cut down on it.