CHAPTER 4

Team Process and Personality

The people process is more important than either the strategy or operations processes. After all, it’s the people of an organization who make judgments about how markets are changing, create strategies based on those judgments, and translate the strategies into operational realities. To put it simply and starkly: If you don’t get the people process right, you will never fulfill the potential of your business.

— Larry Bossidy and Ram Charan, Execution1

Team process is what keeps organizations operating at every level and phase of every business. This is true in the execution of all work, whether it be in the executive suite, the cockpit, the operating room, or the shop floor.

Consider AIG’s central role ...

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