Serviços e a abordagem por processos

Em Novembro de 2008 aqui no blogue escrevi:

"A abordagem por processos é uma ferramenta excepcional, por exemplo, transformamos um serviço, algo de difuso, algo de escorregadio, numa realidade semelhante a um processo industrial, muito mais fácil de analisar."

Agora, em "An 8-step guide for improving workplace processes":

"“It's easy to get caught up in a situation where you're doing so much firefighting that you don't ever have time to put out the fire permanently,”
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“You don't have time to make things better. All you're doing is just getting up every day and trying to avoid disaster.”
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This is a common scenario for knowledge-based workers. It’s difficult for workers to even acknowledge they are struggling, let alone find and fix the source of the problem.
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Visualizing work processes with tools like Post-it notes leads to efficiency...
“Most knowledge work processes have hardly been designed at all. People just start doing them and then they make ad hoc changes as they go.”
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“For managers, the huge potential there is to start looking at their knowledge work processes with the same level of systematization or rigor that you would with the physical work.”