The Difference between “Complicated” and “Complex” Matters

What’s the difference between sending a rocket to the moon and getting children to succeed in school? What’s the difference between a surgeon extracting a brain tumor and judge and jury deciding guilt or innocence for a person accused of murder?

Answers: sending a rocket to the moon and surgeons extracting brain tumors are complicated tasks while getting children to succeed in school (or, for that matter, raising a child) and the criminal justice system are complex.

According to York University (Ontario, Canada) business professor Brenda Zimmerman, complicated procedures like brain surgery and rocket launchings require engineer-designed blueprints, step-by-step algorithms, well-trained staff, and exquisite combinations of computer software running carefully calibrated equipment. Think rocket landing on the moon in 1969, doctor-controlled robotic arms doing brain surgery, and the U.S. “shock and awe” invasion of Iraq in 2003.

A complicated system assumes expert and rational leaders, top-down planning, smooth implementation of policies, and a clock-like organization that runs smoothly. Work is specified and delegated to particular units.

Certainty about outcomes is in the air the organization breathes. Complicated systems use the most sophisticated math, technical, and engineering expertise in mapping out flow charts to solve problems.

Yet even those sophisticated systems fail from time to time such as the Challenger shuttle disaster, Three Mile Island nuclear meltdown, and the 2010 BP oil leak.

Complex systems like criminal justice, health care, and schools, however, are filled with hundreds of moving parts, scores of players of varied expertise and independence yet missing a “mission control” that runs all these different parts within an ever-changing political, economic, and societal environment. The result: constant adaptations in design and action. Recall the U.S. President, Congress, lobbying groups, and scores of interest groups trying to get a reform health care bill into law during 2010 in the midst of a slow recovery from the quasi-Great Depression of 2008. Or ponder the U.S.’s bungled efforts to build a democratic Iraq between 2003-2010 after the engineered “shock and awe” got rid of Saddam Hussein.

Blueprints, technical experts, strategic plans and savvy managers simply are inadequate to get complex systems with thousands of reciprocal ties between people to operate effectively in such constantly changing and unpredictable environments. These web-like complex systems of interdependent units adapt continuously to turbulent surroundings. See the complexity of dealing with the Taliban in Afghanistan in this slide.

Or consider how the criminal justice system to avoid gridlock created plea bargains. Interdependent parts of the system (police, defense lawyers, district attorneys, and judges) adapted to overflowing court dockets. Just as adding financial management courses to the regular curriculum is how schools adapt to external lobbying.

Health care, criminal justice, and school systems even with their façades of command-and-control mechanisms, policy manuals filled with procedures for subordinates to follow are constantly buffeted by unpredictable events—picture a hospital emergency room, a kindergarten class of wailing and reclusive 5 year-olds, judges doing arraignments one after the other.

So what if schools, hospitals, and courts resemble spider webs of interconnecting strands than carefully designed and well-oiled machines?

One practical outcome of this distinction is approaching planned change differently. Those who run complicated systems (e.g., airplane and automotive industrialists, investment bankers, computer hardware and software CEOs) introduce change by laying out a detailed design of what is to be changed, step-by-step procedures to implement the change and overcome any employee resistance, and reduce variation in performance once change is implemented. Highly rational, mechanical, and smooth.

The problem for those who inhabit complex systems like schools is that change, conflict, and unplanned changes occur all the time. So do adaptations because of the web-like independent and interdependent relationships that make up the system. What happens when smart people try to graft procedures from complicated organizations onto complex systems?

Trying to toilet train a 3-week old baby is an absurd example of the thinking that occurs when a complicated solution (designing a flow chart for teaching toilet training) meets a complex problem (a baby that feeds continually, sleeps 20 hours a day, and soils her diapers repeatedly). Inevitably, the toilet training flow chart gets adapted again and again until the baby is ready to be toilet trained—a year or more later. Or consider a less absurd example of the pay-for-performance plans imported from complicated business systems to be installed in complex school districts. The pay-4-performance policy will get adapted repeatedly and, over time, will become unrecognizable to designers and promoters.

The answer, then, to the so-what question is: At the minimum, know that working in a complex system means adapting to changes, dealing with conflicts, and constant learning. These are natural, not aberrations. Know further that reform designs borrowed from complicated systems and imposed from the top in complex systems will hardly make a dent in the daily work of those whose job is convert policy into action.

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