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Monday, February 17, 2014

Drive Performance by Focusing on Routine Decisions

by Brad Power 
January, 2014

Process is about action. When we talk about processes, we’re talking about everything an organization does in its ongoing operations. And so, it makes sense that in order to improve operational performance, many organizations use process improvement techniques such as process mapping to get a handle on all the actions that make up their process flow.

The problem is, in this explicit focus on process-as-action, organizations overlook a much more powerful process performance lever — day-to-day operational decisions. Instead of mapping workflow in detail with “boxes and arrows,” managers should focus on the “diamonds and arrows” of decision flows. In our transformed information economy, improving the decisions of knowledge workers can have a much higher impact on business performance than fixing daily workflow inefficiencies.

My consulting colleague Rob Moon looks at large scale change initiatives through the lens of key decisions.

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