Yeah I understand there are different 'implementations'. But I've seen the same in a totally different company. Work was split vertically, each employee was responsible for handling from a to z. It had issues but it wasn't chaotic. Then consultants came with horizontal decoupling. We were all devoted to a piece of the task, and then nobody knew what the hell was going on. Things were bouncing back and forth. It's nobody's job since you "talked" to the kiosk and employees aren't there to give you something. It's not a restaurant, it's a badly designed factory.