Bad processes can make even the best workers look bad, feel bad and be discouraged. Good processes, on the other hand, make even mideocre workers moderately successful. While no process can replace having the attitude of caring, the process can certainly vastly impact the quality of care.
By looking at the processes broadly, a business can get really good at them. But it takes time, money and delibiration.
The only other option is to look for the bottlenecks and to eliminate them. This option requires lots of iteration and may not be able to address other types of waste, but it can be effective in improving performance in the short term. The only problem is that it is a fire fighting technique that forces a business manager to constantly babysit the trouble spots in the process, rather than to have a big picture view of the process as a whole.
The two major processes, that businesses need to have a better grasp on, are customer contact process (from somebody first becoming aware of the product to doing repeat business to customer attrition) and supply chain process (from source or commodity to consumer or the new commodity). Any business that understand how these processes flow and is able to reduce their lead-times will be in a better competitive position as a result.
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