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Understanding
the flow of work is essential,
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because the
problems today’s organization
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encounters are
usually between functions,
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not within
them.
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By
focusing on customers rather than bosses, a
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process
view makes us pay attention to the supplier-
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customer
chain along which products and services are
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produced
and delivered.
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Cross-functional
problems are commonly found when
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any
department depicted by the traditional organization
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chart
interacts with other units.
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Of
course, cross-functional “handoffs” are not the only
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source
of problems. Handoffs between people within
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departments
or units also can create delay and
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duplication
of effort.
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