I needed to read the article a few times - the quotes from David are a bit vague. His presented focus is on great experiences for the customer, which demands h

I needed to read the article a few times - the quotes from David are a bit vague. His presented focus is on great experiences for the customer, which demands high operational excellence from his team. His team found a reasonable way to save time, but his reaction was that's the wrong focus. Focusing on saving time will eventually hurt the customer experience (like advertising models lead to enshittification), even if this particular one doesn't. So they need to re-orient this - either go back to the hard way, or justify the easy way in terms of the customer. To quote, "they wanted to sandbag it, they needed to figure out how they would make up for the lost energy elsewhere."