In this chapter we discuss some of the basics of how businesses work. The same principles apply quite well to both private and public institutions with only minor differences; today governments and public institutions use business-speak to define their services and customers.
Business brings predictability to products and services so that customers, leaders, and end users can form dependable expectations. But business also requires agility in change so that it can adapt to market trends and correct mistakes.
Predictability and productization motivate the following:
Standardization of procedures—“best practices” that remove the need for rethinking known issues.