Here's the thing about a process that's working well: you don't see it. Nobody walks up to you and says, "Hey, great email triage today." The outcome shows up — but the process itself is invisible. Which means it's also easy to mess with, because there's no obvious cost to changing something nobody's watching.

Most clients walk into a consulting engagement expecting magic. What they get instead is a mirror. In this episode, Toby and Chris unpack why technology implementations so often disappoint not because the software is wrong, but because the process underneath it was never examined. From the "kitchen analogy" to the AI cuteness trap, they lay out what process debt actually costs and what to do before you ever call in outside help.

In the physical world, a carpenter who wastes 70% of his wood gets fired. In the digital world, we call that same waste "Process Debt" and ignore it. Digital scrap is invisible, it’s the "zombie" systems, muted channels, and skipped foundations that erode your team's sanity. The truth? You don’t lose to bad technology; you lose to skipping the boring foundations that make good technology usable.

Most orgs polish their silos and ignore the white space between them—the handoffs. This Fix-It Friday argues the real gains come from mapping seams, aligning incentives to system outcomes, codifying the handshake (“If you give me X…I deliver Y”), and automating guardrails so it’s hard to do the wrong thing and easy to do the right one.

RACI fails when truth lives in email. Make a single system of record per domain, separate reports from one-off analysis, and wire RACI to the tool that actually changes state, not the meeting.