When Process Becomes More Important Than the Result

I recently wrote a post about Scrum and Agile being the hot buzzwords right now, Jeff Bezos probably summed up a great keypoint that I left out when he commented about a United Airlines PR & customer relations nightmare by saying

The world was aghast that United could treat a passenger in such a manner. But United didn't see this. From its perspective, it followed the process. The fact that the outcome was so damaging to the passenger, and United's public image, was understood by the company's management far too late.

If the process is producing the result anymore why are you still following it. The worst reason I personally ever hear for this is "Everyone else is doing it." Talk about how to never stand out! Big or small, businesses should always ask WHY and WHEN for a "process" and just about everything they do for that matter.

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