
6 • e Process Mind
• A target has no value if you don’t have a process that is capable of
achieving the target (hello, stock analysts).
• Focus on customer value that increases shareholder value rather than
focus on shareholder value that does not increase customer value.
Batch thinking is the root of all evil.
IDLE TIME IS 95% OF THE PROCESS
I was in Chennai on a small wager, of sorts, with an old client, and what
we addressed there was one of the mothers of paradoxes: batch and
queue thinking versus processing thinking. Batch and queue thinking
emanates from the contemporary organizational structure where isolated
departments are optimi