Random thought for the day.
Many people get the concepts of process and bureacracy confused. They think that adding process is making an organization more bureaucratic. This really isn’t so.
What process does is allow you to delegate decision making down to the lowest level possible in the organization.
With good process, few people need to be involved in a decision and thus decisions can be made quickly. Thus customer service is improved, people get things done, and there is clarity, coordination and speed. No bureaucracy.
Bureaucracy results when there is a lack of process or too much process. Without process, no one is sure how a decision is to be made, who gets to make the decision and as a result lots of people have to communicate and decision making is slow. With too much process, too many people are involved, communication is slow and as a result customer service is poor and people are frustrated.