In episode 20 of Process Debt, we delve into the nuanced difference between systems thinking and silos. Toby and Chris discuss how focusing solely on efficiency within a known scope can lead to complexities that impact the entire system. Through engaging examples from manufacturing, software, and even a personal customer service nightmare with Fabletics, they highlight the real-world implications of process debt. This episode also touches upon the importance of clear boundaries in responsibilities, the pitfalls of singular focus reports, and the underlying impact of ineffective tools. Join us to understand how pushing for solutions without considering systems can lead to unintended consequences and how Process Debt can be managed effectively.

00:00 Introduction and Milestone Celebration

00:59 Systems Thinking vs. Silos

01:54 Real-World Examples and Challenges

03:36 Exploring Software and Process Entropy

05:34 Ownership and Process Stewardship

07:17 The Problem with Reports and Metrics

08:55 Customer Experience Gone Wrong

11:59 Reflecting on the 80s and Process Debt

15:29 Conclusion and Sign-Off