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In the famous story about Brandon Cook’s grandmom and Panera Bread, Suzanne Fortier at Panera’s in Newhampshire thought beyond processes when she decided to cook clam chowder for Brandon’s ailing grandmom and add a box of cookies too.
Processes are for businesses, and with each passing year we make them more and more robust to better manage inventory, reduce pilferage, standardize experience. Way to go! Kill the human side of business. Processes have no emotions and we forget that human’s do!
Panera’s make clam chowder only on Tuesdays and I know some anal operations managers who would have done everything short of firing Sue for not following processes.
Jeff Bezos of Amazon says “What is it about businesses that makes it so hard to be kind?” I say “It is because businesses are perpetually suicidal”.