Re: Could not agree more
Indeed one of the first things we'd do on a new delivery project would be to get a length of brown paper about 40 feet long and 4 feet wide, a pile of post it notes and felt tip pens. Then we'd get a couple of Johnny Frontline staff and sitt for a week mapping out the entire business process that we were tasked with improving etc. from start to finish and back again.
After that week or so we'd know the process back to front, often finding some big flaws (even to the surprise of the staff) and places for improvement. Then we could build up a process to improve upon and refer back to the chart over and over.
So at the end of it all we would deliver a system that would cope with all the situations that could occur. It worked a treat and saved a lot of time and money later on.
However, over the years, new hotshot pink shirted project managers/contractors would arrive and they all laughed at my brown paper charts. Cue a lot of failed projects that just focused on one part of the over all process and didn't join up with any other part much to the annoyance of the customer.
All too quick to buy the lovely shiny hardware, didn't want to actually speak to the poor buggers who would be using it.
Still they all got paid a lot for failure.