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?
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Replicating perfection ad infinitumWhen the knowledge economy…doesn't learnThe customer comes firstA...
Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before.
What we see, in reality,...