We love to dig into our client’s business processes and help them overachieve their stated goals of improved efficiency or compliance. It’s a mentally challenging and stimulating exercise that we really enjoy. However, we have learned that part of the challenge is the fact that there’s a real bias to under-divulge information about what the current process consists of.
This bias is not intentional by any means. It’s a function of unconscious acceptance of exception management as part of the job. Put more simply, most employees just handle the issues that come up when there is an exception, and it doesn’t register as a “step” in the process. However, it is exactly these exceptions that take the most time and…