Bureaucrats have a fixation on numbers and rules. Viktor Frankl, a Holocaust survivor, describes this termination point:

The emaciated bodies of the sick were thrown on two-wheeled carts which were drawn by prisoners for many miles, often through snowstorms, to the next camp. If one of the sick men had died before the cart left, he was thrown on anyway—the list had to be correct! The list was the only thing that mattered. A man counted only because he had a prison number. One literally became a number: dead or alive—that was unimportant; the life of a “number” was completely irrelevant.

The following words represent the generally acknowledged mindset of a bureaucrat: “Rules are rules, fella. I don’t make ‘em. I just enforce ‘em.”

Rules, Lists, and Paperwork

As Ludwig von Mises has taught us, bureaucracy is not a large, hierarchically structured organization, whether of big government or big business. It is the government’s method of managing its affairs, which means it is the “peaceful” method of managing coercion. Laws of the land, a budget for each bureau, and regulatory rules dictate to citizens what they can and cannot do. Disobedience brings punishment. The method is top-down; the higher authority must be obeyed.

Business management is bottom-up, deriving its legitimacy from customer satisfaction, the only means in a free market of earning profits. Policies, not rules, are guidelines informing everyone in the company, from president to stock clerk, how to function in order to achieve optimal customer satisfaction and therefore optimal profits.

If a large, hierarchically structured business today seems bureaucratic, in the sense of being inefficient and insensitive to customers, look for the government’s demands for compliance to laws and rules. Compliance means obedience to a higher power, which consequently deflects attention from customer needs and wants. This is what makes businesses in a mixed economy take on the “rules are rules” mentality.

In a bureaucratic society, thought is neither required nor appreciated, only compliance.

So why the bureaucratic indifference to people? Paperwork is the only yardstick bureaucracy has to measure its “success.” Laws and rules are commands that compel citizens to obey, and citizens usually do obey to avoid punishment. Paperwork records the compliance—but it must be correct.

The objective yardstick of a business is its bottom line, profits, which means it is successfully meeting its customer’s needs and wants.

The Bureaucratic Society

A bureaucratic society is a … read more here