The people who set corporate strategy are usually the ones with clipboards, checklists and compliance measures. Their philosophy can ultimately be traced to Frederick Taylor who founded the idea of scientific management and standardization. While this philosophy ran the test of time, the new set of managers proved to be not so hands-on and reliant on charts or manuals. Thus the IT stream got utmost importance as computers could now standardize and check for gaps in the business procedures. Yet gaps are now emerging and it is crucial for the strategists to develop plans in accordance with procedures understood best by employees who handle customers. Thus is it crucial to engage and empower the men and women on the ground. Process experts must not be seen as distant or bureaucratic.

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