On one particular hand the player was dealt 17 with his first two cards. The dealer was set to deal the next set of cards and passed right over the player until he stopped her, saying: "Dealer, I want a hit!" She paused, almost feeling sorry for him, and said, "Sir, are you sure?" He said yes, and the dealer dealt the card. Sure enough, it was a four.
The place went crazy, high fives all around, everybody hootin' and hollerin', and you know what the dealer said? The dealer looked at the player, and with total sincerity, said: "Nice hit."
I thought, "Nice hit? Maybe it was a nice hit for the casino, but it was a terrible hit for the player! The decision isn't justified just because it worked."
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The fact of the matter is that all casino games have a winning process - the odds are stacked in the favor of the house. That doesn't mean they win every single hand or every roll of the dice, but they do win more often than not. Don't misunderstand me - the casino is absolutely concerned about outcomes. However, their approach to securing a good outcome is a laser like focus on process...
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We can view baseball through the same lens. Baseball is certainly an outcome-driven business, as we get charged with a W or an L 162 times a year. Furthermore, we know we cannot possibly win every single time. In fact, winning just 60% of the time is a great season, a percentage that far exceeds house odds in most games. Like a casino, it appears as though baseball is all about outcomes, but just think about all of the processes that are in play during the course of just one game or even just one at-bat.
In having this discussion years ago with Michael Mauboussin, who wrote "More Than You Know", he showed me a very simple matrix by Russo and Schoemaker in "Winning Decisions" that explains this concept:
We all want to be in the upper left box - deserved success resulting from a good process. This is generally where the casino lives... The box in the upper right, however, is the tough reality we all face in industries that are dominated by uncertainty. A good process can lead to a bad outcome in the real world. In fact, it happens all the time. This is what happened to the casino when a player hit on 17 and won.
As tough as a good process/bad outcome combination is, nothing compares to the bottom left: bad process/good outcome. This is the wolf in sheep's clothing that allows for one-time success but almost always cripples any chance of sustained success - the player hitting on 17 and getting a four. Here's the rub: it's incredibly difficult to look in the mirror after a victory, any victory, and admit that you were lucky. If you fail to make that admission, however, the bad process will continue and the good outcome that occurred once will elude you in the future. Quite frankly, this is one of the things that makes Billy Beane as good as he is. He is quick to notice good luck embedded in a good outcome, and he refuses to pat himself on the back for it.
