Comment by ChuckMcM

> Have you ever seen an organization filled with service-oriented employees and no doers?

Yes, but to be fair it was an IT organization which had settled on a metric of "tickets processed" for their quality metric. As a result people who processed a bunch of tickets but never addressed root causes were seen as "good" vs people who wanted to fix fundamental problems that would reduce the number of tickets. It was, for me, a pretty classic case of picking the wrong metric. And to be fair the "best" IT/Service org is one that looks like it has nothing to do because it is always ahead of the curve of upcoming issues, and upper management has a hard time with that.