Chapter 11. OVERCOMING THE SEVEN DEADLY SINS OF PROCESS IMPROVEMENT
Mistakes are always paid for in casualties and troops are quick to see any blunder made by their commanders.
—Dwight David Eisenhower
Just as productivity was the buzzword in the '70s and quality was the hot topic in the '80s, process is the word on everybody's lips so far in the '90s.
In the past five years, companies of all sizes and industries have become aware that they need to improve business processes such as product development, order fulfillment, planning, distribution, billing, hiring, and customer service. Everybody is doing—or at least talking about doing—"Process Improvement," "process redesign," or "process reengineering."
As with other performance improvement efforts ...
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