us, considering adopting policies is akin to a claustrophobic person considering entering a coal mine. One of the costs of creativity is the abhorrence of routine – the dislike of systematic ways of thinking and behaving. This characteristic of our hardwiring that contributes to our creative problem-solving abilities keeps us from establishing policies on how we work. It causes us to perpetuate the process void, that by implication, we invite the client to fill. While we dislike routine, the client – and ultimately, any consistency of success – demands it. We must, therefore, reconcile
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