Every one of us can recount stories of projects that dropped into a black hole or got caught in red tape. How we submitted an application that fell through the cracks. How cross functional projects were not completed well or on time. How, after repeated phone calls, we were asked once again to state the original problem.
These stories relate to people-intensive processes—processes that involve subjective decision-making, human coordination, unanticipated exceptions and are integral to virtually every organization.
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