Will Rogers once said, “Everyone talks about the weather, but nobody ever does anything about it.”

Sometimes I feel like that about business processes. I like to complain about them but don’t do enough to change them.

Think about some of your own experiences. Have you ever wondered who came up with the process being used to “service” you? I have had some recent experiences with major retail and service companies that were mind boggling at best – complicated package deals, pricing terms, and rebate requirements. Not only was I confused, but the customer service employees were struggling, too! It always makes me wonder how organizations establish and maintain effective internal controls around all this complication. more