Shadow values

A shadow value is not the opposite of an official value. It is the rule people follow when the official values cannot be followed at the same time.

Shadow values are rarely malicious. They are usually practical. Somebody worked out long ago what causes the fewest problems, and it settled.

How they show up

Whoever asks, waits

Officially there is openness. In practice a question costs time, and time is what is scarce. So people stop asking.

Mistakes are handled downwards

Officially there is learning. In practice the mistake is settled inside the unit where it happened and travels no further.

The customer beats the colleague

Officially there is collaboration. In practice a customer request interrupts everything else, including a promise made to a colleague.

Shadow values cannot be found by asking people what they think. They are found by observing what they choose when they cannot choose both.

How it is measured →