Comments on: Thinking about processes as “science” and “art”

By: My reading journal: Roger Martin’s “The Design of Business” « Customers Are Talking

Wed, 11 Nov 2009 21:17:49 +0000

[...] to understand validity, as Martin uses it, as a synonym for “right-brained” or “artistic.” Successful businesses balance the desire for reliability with a relentless search for new [...]

By: Customers Are Talking » Blog Archive » Customers Are Talking: In Praise of “Customer-Oriented Defiance”

Thu, 01 Oct 2009 14:38:01 +0000

[...] exceptional customer service will become even rarer than it now is – unless leaders recognize that some processes are art rather than science, including customer-service processes, and provide lighter constraints that reflect the values of [...]

By: Social Media, Word of Mouth, and the Cynefin Framework « Skilful Minds

Social Media, Word of Mouth, and the Cynefin Framework « Skilful Minds — Mon, 20 Apr 2009 16:09:15 +0000

[...] presentation from Anecdote that you can view just below. In addition, I ran across John Caddell’s discussion of Joseph Hall and Eric Johnson’s article in the March 2009 Harvard Business [...]

By: Thinking about Processes as Science and Art « Fredzimny’s CCCCC Blog

Thinking about Processes as Science and Art « Fredzimny’s CCCCC Blog — Sat, 04 Apr 2009 20:05:43 +0000

[...] Original Post: http://caddellinsightgroup.com/blog2/2009/03/thinking-about-processes-as-science-and-art/ [...]

By: jmcaddell

jmcaddell — Tue, 31 Mar 2009 02:52:24 +0000

Wally, I like your definitions. The HBR article talks about nascent processes that may relate to your creative processes. I'd be interested in your further thoughts on the entire thing as you digest it.

Regards, john

By: Wally Bock

Wally Bock — Tue, 31 Mar 2009 02:23:16 +0000

That's a powerful and thoughtful post. It will take me a while to digest all that's in it.

Let me throw another taxonomy into the mix. When I work with clients on problem solving, I've found it helpful to define three classes of process. There are recipes. We know what the issue is and we have a straightforward way to achieve the results we want. There are guidelines. We understand the issue fairly well and we have some rules of thumb that we can apply, adjusting as we go. And we have creative processes. That's where we need to spend time on definition of the issue as well as the measurements we'll use to see if we succeed or not.