Harold,

I absolutely agree with you on complex vs complicated. I've used these two words for years to describe and analyse problems, organisations, challenges, etc.

In http://www.martijnlinssen.com/2010/02/maybe-your-company-is-just-beyond.html I describe certain phase of organisations, from entrepreur to extinction (where extinction is definitely the last phase)

I've (just now) realised that Intimacy plays a decisive role in all this. What stands in between complex and complicated are humans: at a certain point, humans become a factor in the business model. Customers and suppliers aren't meant with this, but employees. Uncontrollable employees. They have become uncontrollable because they've lost interest, and care; they've become anonymous to the organisation, like the organisation has become anonymous to them

Your solution is simply brilliant, and touches the hiveminds of Social business Design. It will eradicate anonymity, and that's a good part of the reason why it'll work - I think