“A business isn’t just a collection of people. It’s also a collection of processes. And in most organizations, many of these processes have never been deliberately managed. They just sort of develop over the years. Nobody ever took responsibility for designing them. And nobody’s making sure they perform like they should. Chances are you’ll find no particular person is in charge of a process. Lots of people have their fingerprints on it, but no single individual is accountable for overall process results.” - Rummler-Brache.com