Norms and exceptions

The Deloitte Center for the Edge recently published a paper that talked about going ‘beyond process’. The thesis in the paper is that most frontline work today is focused on exception handling rather than on following prescriptive processes. The world of work has shifted in complexity and the relentless focus on the customer has resulted in a shift away from things like Business Process Engineering.

The solution proposed is to scrap the idea of prescriptive business processes in favour of a focus on helping people learn good practice, learn fast and share knowledge across the network.


In which areas of your work are you following a prescribed process where you spend more time dealing with exceptions than following the process? What can you do to change how you deal with the work?

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