E241 - The Hidden Game Running Your Auto Repair Shop: When Systems Undermine Values [E241]

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Matt Fanslow continues his exploration of game theory by examining the difference between a shop’s official game and its shadow game.

The official game is what ownership and management say the shop values: quality work, safety, fairness, employee support, customer care, and doing things the right way.

The shadow game is what the shop’s systems, incentives, habits, exceptions, and unwritten rules actually reward.

Those two games are not always completely opposed, and the gap between them...