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Most organizations have documented processes. SOPs exist, ownership is defined, and work keeps moving. Yet ask different teams how work actually flows — and you’ll hear very different answers.

In this episode of Lean by Design, Oscar Gonzalez and Lawrence Wong explore why operational friction persists even in organizations with mature processes. They examine how workarounds become normalized, why improvements often fail to stick, and how effort can mask deeper workflow misalignment.

The conversation reframes a common misdiagnosis: the issue isn’t that people don’t follow the process — it’s that the process doesn’t reflect how work actually happens. As organizations grow, this gap creates variability, hidden risk, and confusion around ownership, even while productivity appears high.

Rather than offering best practices or quick fixes, the episode focuses on recognizing where workflows lose shared understanding and why diagnosing that gap requires more than documentation. It’s a debrief-style discussion for leaders and operators who sense that work gets done — but doesn’t truly flow.

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