About this episode

Matt Fanslow explores the disparity between a shop's stated values and the underlying systems that influence behavior in auto repair shops.

Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode 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 is not necessarily created intentionally. Management may sincerely believe in the official game while remaining unaware of the behaviors being produced by compensation plans, workflow problems, favoritism, poor communication, broken equipment, or inadequate support. Matt looks at how employees can respond rationally to the system in front of them, even when those responses undermine the shop’s stated purpose. That may help explain dishonest, deviant, or destructive behavior, but it does not necessarily excuse it. The goal is not to pretend the shadow game does not exist. It is to identify it, understand what is creating…

People in this episode

Host: Matt Fanslow

Topics covered

• game theory
• auto repair shop management
• official game vs shadow game
• employee behavior
• values and systems
• stand-up comedy

Sponsors

Pico Technology, Autel

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