Few days ago I read about the launch of a new restaurant in Nuremberg called `s Baggers. The news is interesting because inside this restaurant there are no waiters:

- orders are taken via touchscreen LCDs placed on top of tables (customers can also use them to pay with credit card).
- distribution of food and beverages is based on an ingenious use of rails that travel all around the rooms.
- the only “human” personnel is in the kitchen preparing the food.

`s Baggers has really tried to make a classic service such as restaurats more structured, tangible and hopefully less variable. One could ask why fast food chains, such as McDonald’s, always ready to serialize processes have not thought about it yet. My answer is that a service cannot exist without the human component, a service should be shared between users as well as producers. A service transformed in a shop floor may be a curiosity to be tried, but I do not see how this business could be more than a fad.

It is easy to manage complexity by simply avoiding it. Think of something, split it in two opposite concepts and there you have it! I was thinking at some of the well-taught dichotomic concepts coming from business schools (and life in general) such as:

• good vs. evil
• known vs. unknown
• fuction vs. process
• science vs. art
• good vs. bad
• white vs. black
• red vs. black
• volume vs. variety
• standardization vs. customization
• local vs. global
• domestic vs. international

It may be comforting to know that we can split our world in two to make sense of what is happening and what should be done. But is our world that simple? Can you find additional examples of dichotomies around you?