Systems are necessary. But they shouldn't strangle you. Tom's all in favor of attacking your own systems, in order to serve the customer better. He gives a perfect example in a new video from The Little BIG Things Video Series.
You can find the video in the right column here at tompeters.com or you can watch the video on YouTube. [Time: 1 minute, 29 seconds] You can also download a PDF transcript of the video's content: Strategy: War on Systems.