112 • e Process Mind
ink back to the distribution center where the purpose of the process
was to load the trailer because it, in turn, went to the higher purpose of
delivering on the customer promise; the perfect order to the franchisee.
But, in order for each employee in the distribution center to understand
his/her purpose in the process, it was important to get the understand-
ing and thinking down to the individual level and only then could
he/she see his/her role in the promise to the customer. e overarching
purpose was to build and send the perfect order to the franchisee, but
an inherent problem was the fact that the $11/hour warehouse workers
(who were far from the customer) didn’t relate to that goal. Management
needed to pr