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.
