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We Believe
Our experience over the past 19 years has gradually
distilled and revealed the essential principles that govern our practice, as
summarized below.
Principle 1
Businesses succeed when they clearly understand and
efficiently deliver against targeted customer needs and expectations. Business processes provide the means to
target customers, clarify customer needs, and manage delivery efficiency. Rather than viewing business processes
in isolation, an organization can be conceived of and managed as a set of
inter-related business processes that, functioning together, yield the customer
(and employee) experience. Even for
companies that haven't actively worked on their business processes,
process-based organization design provides a superior approach for rethinking
organizations. This is because
process-based organization design plans the organization from the perspective
of its core task: efficiently
meeting the needs of targeted customers and other stakeholders.
Principle 2
Human effort has a large discretionary component. Unlike machines, people decide every
day how hard to work and how to apply their efforts. Since the dawn of the industrial revolution, and perhaps
well before that, some managers have tried to treat people like machines. This doesn't work. Human resources perform best when
treated like the humans they are.
The more we engage human bodies, emotions and spirits as well as human
minds, the better people are capable of performing. This principle applies not only to employees, but also to
every role whose contribution is important to the success of an organization,
including customers, shareholders and other key stakeholders.
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