Tag: case management

Processes are reassuring for the business because they allow it to rely on the system to avoid individual deviations. Indeed, since humans are a priori fallible, locking them into a strict operating mode allows them to be certain that everything will be done mechanically, in the manner planned, and therefore that the expected result will be obtained. In a business, the respect of processes by employees is a guarantee of performance and quality. But are we so sure? In this post:: Replicating perfection ad infinitumWhen the knowledge economy…doesn't learnThe customer comes firstA...