Follow-up: Why they use gray code at the pediatrician's office
blog.plover.com
blog.plover.com
The rest of the article I find to make a rather valid point, though. Things are often "SNAFU" for reasons an outsider has no clue about.
This can breed unwarranted arrogance. It can also breed a mess, when an outsider (e.g. consultant, or executive having read the latest "Mind the Gap" opus) starts changing things without understanding what's really going on.