Every organization has the architecture it designed and the one its people had to create.
The question it changes
From “why are we still doing this?” to “what does this workaround know that the formal organization does not?”
The assumption it dislodges
That workarounds are exceptions to the structure, clutter to be cleared in the next modernization. They are part of it: a second architecture carrying judgment, relationships and dependencies the formal system never captured.
Where it was observed
Operations floors where the spreadsheet, the standing phone call and the person everyone knows to call were quietly holding the work together.
