On the surface, the Mayo Clinic is organized around the specialties of the doctors, like many other health organizations. But really, the main organizing principle is a process to get the right things in the right sequence to get the job done. When you think of the word "process" you might instantly conjure images of a manufacturing assembly line or a bureaucratic standard. But processes touch everything about the way an organization transforms its resources into value: the patterns of interaction, coordination, communication, and decision making through which they accomplish these transformations are processes. Product development, procurement, market research, budgeting, employee development and compensation, and resource allocation are all accomplished through processes. Helping customers have a delightful experience using your product is made up of processes. What information do we need to have in order to decide what to do next? Who is responsible for each step? What do we prioritize over other things?
( Clayton M. Christensen )
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