What the heck does culture have to do with process? Interview with Grange Insurance's Amy Tomaszewski

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When most people think about processes, they don’t consider them to be a cultural problem. You might think about the technical details – what’s supposed to happen when, who is supposed to do what, etc. – but rarely about the cultural context in which they occur. However, according to Amy Tomaszewski AVP of Operational Excellence at Grange Insurance, culture is just as important – if not more – than the technical details of improving processes. Here’s why.

To read a transcript of this video interview, click here.