Here is an example from my experience with ISO 9000 to show how an individual acting within a system can invalidate the entire system.
When the director of a program in our district was promoted to another position, she immediately contacted her excellent assistant director to tell her and to encourage her to apply for the newly vacated director position. The district's strict protocol was to announce the position and then have a specific period for people to apply. No applications are accepted after that. The HR person then checks each one to be sure everything is complete and the candidate meets the requirements for the job. Then a list of qualified candidates is sent to the hiring committee. Simple. Impossible to screw up, right?
When the former director saw that her former assistant was not on the list of applicants, she called her to ask why she had not applied. The shocked assistant said she had applied within an hour of the position being opened. The former director went to the HR person who handled the applications to see what had happened, and she learned the process that person used to check applications.
- When the online application arrived, she printed a copy and set it on a spot on her desk.
- When the next one came, she set it on top of it.
- Each succeeding application was placed on top of the stack.
- When the application period ended, she started to process them, starting at the top of the stack and working her way down.
- When the time allotted for her to process the applications ended, she stopped checking, no matter how many remained to be done. That means the ones who applied first were not processed and could not be considered for the position.
That HR employee, it turned out, had been using that process for all job openings for years. That means that for every job opening for years, the people who applied first were never considered for the position. For most people, that might seem unthinkable, but she saw absolutely nothing wrong with it. There was nothing in the SOPs telling her to do anything differently. Nowhere did it say that every application had to be processed.