“What’s the waiter doing with the computer screen?”
Isn't this really about the dichotomy between owner/manager and worker?Many systems we built are specified by the managers of the workers. And of course they want lots metrics and fail safes and all kinds of extras the result in a really crufty system.So the workers try all they can to "route around the damage" of such a system. And the workers aren't happy, but the management is, because for the first time, they can really see what is going on in the business.This isn't a software issue, this is a fundamental split between management's and worker's interest.If you think you are going to solve that with some fancy UI design and the latest touch screen hardware, well...I wish you luck.