The Unaccountability Machine by Daniel Davies

accountability sinks: being able to cover your ass 

Ali Niknam bunq machine: no human calls, is efficient but led to many dissatisfied customers after they had been robbed, no shoulder to cry on. 

Davies had not read about Market Based Management by Charles Koch 

"It also meant that the research programme would concentrate on automating what could be automated rather than redesigning the whole process: calculating machines would be dropped in existing organisational structures as tools to speed up tasks that were already being carried out." 

Fits with the conclusion: Most retail software is programmed based on the assumption that computers don't exist.