Process is a great thing. It is the art and science of taking something that needs to be done and reducing it to a documented set of steps, often supported by information tools and systems. With process comes scale; you absolutely need process to grow a company profitably. At some point, though, process starts to take over. It becomes so entrenched that it can trump common sense and cause executives to, as our head of business operations, Kristen Gil, says, “lose muscle memory.” People stop thinking and instead just depend on the process to make decisions for them. As process gets better,
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