NYC DOESN'T KNOW ITS OWN LAWS!
Louis Rossmann
Why leaders watch it
Anecdote of bureaucracy not knowing its own rules; illustrates organizational dysfunction but light.
Louis Rossmann recounts calling NYC's Department of Consumer Affairs after his repair business was fined, only to find the agency staff could not explain what the law required. The call starts around 3:14.
Topics: Org design & scaling
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