This may be heresy to say here at a business technology site, but technology is not very good at fixing problems. As noted business author Mike Hammer once put it: “automate a mess, get an automated mess.” Enlightened, forward-thinking organizations get that way because of the way they are managed. (Or, you could say, not managed—executives and employees have a great deal of discretion in their jobs and are highly motivated by intrinsic factors.)

The key to solving business problems is reworking, upgrading, replacing, eliminating or creating entire new business processes. That's why we have an entire discipline called business process management to fix another BPM, “big process mess.”

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