02 / Untangling the work
Most work runs on talent.
Very little runs on a process.
In most companies, and in most of our own jobs, things get done because someone is good at them. They remember the steps, adapt to whatever comes up, and find a way. Nothing is written down or measured, and each time it’s done a little differently.
Count the small crises in an ordinary day: a job done differently than the next person expected, a detail lost in a handoff, a step nobody thought through that causes trouble a week later. We get so good at putting out these fires that we stop seeing them. And without a process there is nothing to compare, so nobody can say how the work could be done better.
It can change. Once a job is written down and measured, it can be done with the same quality every time, and that’s also when an agent can take it over. I help with both: untangling the work, then automating it.
Read: Most work is never written down ↗