figure: Five processes

Five Processes

In many businesses I used to recognize four processes:

These processes are all different and the challenge is to move them towards each other so that they are more the same.
Recently, however, when I was trying* to coach a CRM (Customer Relations Management) project, I recognized another process that we should be aware of:

* I tried to coach this project. In spite of the much more efficient results, management seemed not interested to provide the 'workers' with additional coaching they were begging for, so I abandoned the project. If management is not really interested, they apparently have a different agenda, and any improvement the 'workers' are doing their best for will, in practice, not prevail. The project was cancelled shortly after. That was, in my opinion, the first good management decision.