David Jenyns explains the difference between rigid processes and broader policies/systems in business. He argues that strict adherence to step-by-step processes can make teams miss the human element, whereas policies (e.g., 'always go above and beyond for our clients') give teams permission to exceed the process and deliver excellence.
A lot of people, they'll get stuck and rigid to a process. And sometimes by having a policy versus a process or a system, like a system can be step by step, exactly what needs to be done. Whereas a policy might be a more broad rule. So the policy might be we always go above and beyond for our clients and we deliver excellence. And it enables the team to see beyond just the process, which I think that's the human element that a lot of people miss around process, where they. If you get too fanatical to follow the process, you miss the human bit. And the human bit is actually where you can make your business really great.
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