Opensourcing Of Processes

JP finds the reason for failures in automation – obfuscated processes which stemmed out of insecurity. Insecurity on part of both, the employees and the organization. The solution from both the ends was to hide and restrain, either under implementations or standardizations. This treated the technology and the processes as the differentiators, where it is the third piece – people.

People. Processes. Technology.

We can standardise technology, and continue to do so. We can and should standardise processes, see what happens when we apply opensource thinking to service processes.

After all, it’s not the technology that will differentiate us. It’s not the process either, though there might be a short-term imbalance.

What differentiates us is the quality of the customer experience, which is about people. It’s about poetry and dance and music and art. It’s about Cluetrain. It’s about markets. And conversations.

He refers to a post by Michael Hugos and calls for making the processes truly visible. That will help in improving the customer experience, and the business, and everyone. Both the pieces are a must read.