No process can be designed to deal with every possible scenario, exception or eventuality.
Without good people a process-based business gradually fossilises and becomes irrelevant, or worse, gets completely out of step with its environment.
Good people can handle exceptions appropriately when they occur. They can also identify when those exceptions are due to environmental changes that need to be dealt with by adjusting the process.
Good people spark off constraints (such as a process), they ad-lib, improvise, invent workarounds, dream up ridiculous scenarios that open up new opportunities.
With a solid framework to play in, good people bring a business to life – they make it human.
