Processes don’t do work, people do. Look closely at the inner workings of any company and you’ll discover gaps between official work processes — the “ideal” flows of tasks and procedures – and the real-world practices behind how things actually get done. These gaps are not problems that need fixing; they’re opportunities that deserve leveraging […] We’re not arguing against business processes per se. The challenge is to keep them elegantly minimal – to under prescribe formal procedures and create “elbow room” for local interpretations and innovations. It’s a point that off-the-shelf reengineering misses: you can’t build processes without the practices to implement them – and the most effective practices grow from the grassroots.