Train to Excellence

Symptoms of a Broken Process
In his book about Process Improvement*, Dan Madison describes 15 symptoms of a broken process. On top of the list is the one related to customers:
"Customers (either internal or external) are unhappy."

The most frequent symptoms that I have met while managing people and processes in large corporations were:
1. Managers spend a great deal of time "firefighting."
2. Complexity, exceptions, and special cases are common.
3. Established procedures are circumvented to expedite work.

[*Source: Process Mapping, Process Improvement and Process Management, by Dan Madison]