Chapter 19. Developing Robust Processes


One of the distinctions that separate world-class infrastructures from those that are just marginal is the robustness of their processes. In this chapter we examine how to develop robust processes for maximum effectiveness. We also show how this prepares them for the appropriate use of technology.

We begin by reviewing several of the other factors that are usually evident in any world-class infrastructure. Next we discuss in detail the 24 characteristics common to any well-designed robust process, with examples to clarify some of the salient points. The last of these 24 characteristics involves the application of technology to automate selected steps. It is this use, ...

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