The Invisible Workflow Series

Article Part 1

Your Customers Are Redesigning the Process

Part 1

This entry is part 1 of 4 in the series The Invisible Workflow SeriesOrganizations spend enormous time deciding how customers are supposed to move through a process. Portals are built. Instructions are written. Systems are configured. Employees are trained. Then customers show up and do something irritatingly human: they find the path that works best for them. This post expands the idea into a standalone practical discussion and gives the reader a concrete way to inspect the same issue in their own workflow.

Article Part 2

Workarounds Are Process Feedback in Disguise

Part 2

This entry is part 2 of 4 in the series The Invisible Workflow SeriesWorkarounds make organizations nervous. They suggest inconsistency. They sit outside the documented procedure. They often live in personal spreadsheets, handwritten notes, unofficial email chains, and routines known only to the people doing the work. From a control perspective, that is uncomfortable. This post expands the idea into a standalone practical discussion and gives the reader a concrete way to inspect the same issue in their own workflow.

Article Part 3

When the Process Map Meets Reality

Part 3

This entry is part 3 of 4 in the series The Invisible Workflow SeriesA process map is useful because it makes intent visible. It shows the steps, handoffs, decisions, systems, and responsibilities an organization believes should move work from beginning to end. The danger begins when the map is mistaken for proof that the process actually works that way. This post expands the idea into a standalone practical discussion and gives the reader a concrete way to inspect the same issue in their own workflow.

Article Part 4

Stop Blaming the User for a Design Problem

Part 4

This entry is part 4 of 4 in the series The Invisible Workflow SeriesWhen people do not follow a process, organizations often reach for the same explanations. They were not trained well enough. They did not read the instructions. They are resistant to change. They need another reminder. This post expands the idea into a standalone practical discussion and gives the reader a concrete way to inspect the same issue in their own workflow.

The Invisible Workflow Series

Your Customers Are Redesigning the Process

Workarounds Are Process Feedback in Disguise

When the Process Map Meets Reality

Stop Blaming the User for a Design Problem

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