Process is the investment we make in inefficiency now to prevent errors from costing us later.
Jet airlines are the safest form of travel ever created, largely because of the inefficient process that we put in place. They’re over tested and over staffed, with checklists and feedback loops in place to ensure that errors don’t occur. It would be way less costly if one person simply jumped onto the plane with you and took off–less costly, but less reliable as well.
If you want to see this taken to a higher level, consider a typical hospital emergency room. If you’ve ever sat waiting, you’ve noticed that it seems inefficient and very process focused. But as a result, the system doesn’t rely on good luck or heroics to save the day. Instead, they’ve invested in process.
An institution that is 100% contemptuous of process may create vividly creative outputs, but it won’t last long. And one that’s 100% process focused will rarely create a breakthrough. We can take a hard look at our culture and decide if we need more (or less) process.
What does it cost to be wrong?
What does it cost to avoid being wrong?