106 ◾ Beyond the Days of the Giants
win, too, reducing the overall cost of his organizations’ process infrastruc-
ture by over 20 percent.
While this was a nice proposed result, it could only come to light after
our client had suffered terribly with us. He’d unwittingly failed to follow
important tax regulations and unintentionally run afoul of audit require-
ments all year long while we either recovered from our previous busy sea-
son or performed pressing specialist procedural work for other clients.
This client’s Everything-Else Department was underperforming horribly,
but our specialist assessment and action plan gave us no way to respond
other than to:
◾ Observe their failures after the end of the year
◾ Punish them for underperforming wi ...