When you build infrastructure and offices to deal with misplaced items, there is an understanding that the system has cracks. Commercial airlines staff baggage claim desks where one can report lost or damaged items. It is an assumption that checking a bag with an airline does not guarantee it will arrive at its final destination or drop onto the carousel in the same condition as it started the journey. The aviation industry has prepared us for acceptable loss.

What disruptions and loss have we built into our enterprises? What disappointments are our customers trained to endure?