Scalability describes how much effort is required to grow or shrink an enterprise, noting we usually think about how to grow it. It’s about how we grow from a few trees into a forest.
We get from low volume, tree-level thinking performed by individuals and heroes to high volume, forest-level thinking focused on processes that deliver the customer experience we desire when we hire team members who thrive doing processes we need to scale.
To be scaleable, we must build a team that is efficient in how it improves processes, and effective in how it finds the best improvement to make next — picking the best trees out of a forest of possibilities.
It requires finding and growing team members that can handle such empowerment.
That’s what process triaging does.
It builds the teams that make processes scalable.