THE PROCESS LEVEL OF PERFORMANCE
Looking out upon the future, I do not view the process with any misgivings. I could not stop it if I wished; no one can stop it. Like the Mississippi, it just keeps rolling along.
We have found the Process Level to be the least understood and least managed level of performance. Processes are rolling along (or, frequently, stumbling along) in organizations, whether we attend to them or not. We have two choices—we can ignore processes and hope that they do what we wish, or we can understand them and manage them. We have proposed (Chapter One) that the only way to truly understand the way work gets done is to view an organization horizontally (as a system) rather than vertically (as ...